Experience

Christ Chapel Academy

• United States
• Primary and Secondary Education
• 1 - 100 Employee

• Science Teacher

  • Aug 2023 - Present



CSC

• United States
• Information Technology & Services
• 700 & Above Employee

• Operations Supervisor

  • Jun 2010 - May 2011

  Operations Supervisor for the Department of Labor. Supervise a team of 10-12 individuals in a call center for the Department of Labor under no supervision. Monitor the team to ensure that each individual adheres to their responsibilities of their job requirements. Monitor quality of inbound calls taken by Information Specialists and provide feedback to team members. Help team with questions they may have to better assist the caller according to the client's requirements and information provided. Answer incoming phone calls on behalf of client; provide accurate and appropriate information to callers. Train new hires so that they become knowledgeable of life in a contact center. Monitor call volume and seek assistance from cross-trained individuals. Create and develop reports that monitor and evaluate each Information Specialist's progress in attendance, average calls taken, average call time, quantity of calls, and quality of calls. Attend telephone skills and program information training sessions; adhere to established levels of service. Aid other Supervisors with their team when absent or on other assignments. Knowledge and daily use of programs such as Avaya CMS, Siebel, and Witness. Show less



LensCrafters

• United States
• Retail Apparel and Fashion
• 700 & Above Employee

• Aprentice Optician

  • Sep 2004 - Dec 2010

  • Train new employees to follow rigorous corporate standards. • Earned distinction as top sales person at my location. • Work effectively with customers to ensure products, procedures, and company systems are used in order to achieve the standards for quality as well as customer satisfaction. • Bilingual in order to meet the needs of Spanish speaking customers. • Train new employees to follow rigorous corporate standards. • Earned distinction as top sales person at my location. • Work effectively with customers to ensure products, procedures, and company systems are used in order to achieve the standards for quality as well as customer satisfaction. • Bilingual in order to meet the needs of Spanish speaking customers.



Computer Science Corporation

• Computer Networking Products
• 400 - 500 Employee

• Team Lead

  • Nov 2009 - Jun 2010

  $42,000 annually), Bilingual Customer Service Representative Team Lead for the Department of Homeland Security. Assisted supervisor with day-to-day operations in contact center and acts as supervisor in his absence. Placed outbound customer service or customer satisfaction calls, as required by client. Completed call guides; gather and verify required information. Attended telephone skills and program information training sessions; adhere to established levels of service. Remained current on program changes including content information and application changes; distribute content updates. Adhered to established customer service and documentation standards within required time frames. Adhered to contact center scheduling, to ensure telephone coverage during contact center hours of operation. Performed clerical or administrative duties as assigned. Monitored center performance; assist supervisor with daily, weekly, and monthly reporting. Provided operational supervision in absence of the supervisor; answer program related questions, provide problem resolution, make decisions regarding issues typically presented to the supervisor. Provided leadership and work guidance to less experienced personnel. Acquired knowledge and daily use of programs such as Avaya CMS, Siebel, and Witness. Show less



U.S. Concepts

• Drink Sampler

  • Aug 2006 - Aug 2008

  $25 per hour) Hosted events and offered product sample for sale. Submitted event after action reports and accomplished other tasks on time in order to meet deadlines. Assisted this organization in the strategy development, execution, and promotion of company programs. Responsible for training new employees newly hires. $25 per hour) Hosted events and offered product sample for sale. Submitted event after action reports and accomplished other tasks on time in order to meet deadlines. Assisted this organization in the strategy development, execution, and promotion of company programs. Responsible for training new employees newly hires.



BoatUS

• United States
• Insurance
• 100 - 200 Employee

• Customer Service Representative II

  • Feb 2002 - Jun 2008

  • Managed policy services with members and associates in order to provide competitive policies. • Provided enthusiastic, friendly service to members and business associates. • Maintained high production numbers for membership, insurance, and towing services. • Organized communications to inform members about their account policies, new competitive policy offers, and collecting dues. • Responsible for rigorous training of new employees to ensure company policies and procedures were maintained. • Completed claims reports on insured boats in order to assign adjusters. • Bilingual in order to speak or write to Spanish speaking customers. Show less