Direct Support Professional

• May 2021 - Present

Working with and supporting special people who are often overlooked or are invisible to society, but have a lot to teach us. I love my job, and grateful that they love me. Working with and supporting special people who are often overlooked or are invisible to society, but have a lot to teach us. I love my job, and grateful that they love me.

Supervisor

• Aug 2014 - Present

Worked with homeless men seeking to get back on Ensured that proper medications where given at the correct time. Worked with homeless men seeking to get back on Ensured that proper medications where given at the correct time.

Direct Support Professional

• May 2019 - Sep 2021

Paraprofessional

• Mar 2015 - May 2019

Working with exceptional middle school students. Working with exceptional middle school students.

Supervisor

• Jun 2014 - Aug 2014

Leading a team of Customer Service representatives to exceed client specific goals. Leading a team of Customer Service representatives to exceed client specific goals.

Work Supervisor

• Aug 2010 - May 2014

Provide personal care, supervision and training, record keeping, transportation, and assisted in dedicated work activities daily. Provide personal care, supervision and training, record keeping, transportation, and assisted in dedicated work activities daily.

Customer Service Manager

• Nov 2009 - Jun 2010

Oversaw the day to day operations of the Banking Center. Managed team of Customer Service Professionals (Tellers and Customer Service Reps). Resolved various types of customer banking issues. Also assisted in various capacities within the Customer Experience from Teller activity to opening new customer accounts. Oversaw the day to day operations of the Banking Center. Managed team of Customer Service Professionals (Tellers and Customer Service Reps). Resolved various types of customer banking issues. Also assisted in various capacities within the Customer Experience from Teller activity to opening new customer accounts.

Operations Manager - AVP

• Dec 2007 - Apr 2009

Managed diverse teams of Customer Support agents as well as planned capacity for each week, communicating to our eWFM groups of pending needs, helped to implement changes in Call Center environment. Managed diverse teams of Customer Support agents as well as planned capacity for each week, communicating to our eWFM groups of pending needs, helped to implement changes in Call Center environment.

Senior Supervisor

• Jan 2005 - Oct 2007

• Worked in multiple capacities with Empire-Today, starting as a First Contact Supervisor overseeing a team of agents in providing world-class Customer Service, and then promoted to Senior Supervisor for the First Contact Department, Supervising five Supervisors and leading team to success, by developing associates, monitoring for quality and accuracy as well as continued Customer Service Training. Was moved to Client/Customer Relations Management, a position created by me, with Senior… Show more • Worked in multiple capacities with Empire-Today, starting as a First Contact Supervisor overseeing a team of agents in providing world-class Customer Service, and then promoted to Senior Supervisor for the First Contact Department, Supervising five Supervisors and leading team to success, by developing associates, monitoring for quality and accuracy as well as continued Customer Service Training. Was moved to Client/Customer Relations Management, a position created by me, with Senior Managements blessing, this allowed me to interact with customers and markets more closely. While serving in the capacity of customer advocate to make sure that issues were resolved. Also, in this role I was tasked with developing and training team members to be more customer focused in dealing with customer's and interacting with Markets to ensure customer issues were resolved in a timely manner. Show less • Worked in multiple capacities with Empire-Today, starting as a First Contact Supervisor overseeing a team of agents in providing world-class Customer Service, and then promoted to Senior Supervisor for the First Contact Department, Supervising five Supervisors and leading team to success, by developing associates, monitoring for quality and accuracy as well as continued Customer Service Training. Was moved to Client/Customer Relations Management, a position created by me, with Senior… Show more • Worked in multiple capacities with Empire-Today, starting as a First Contact Supervisor overseeing a team of agents in providing world-class Customer Service, and then promoted to Senior Supervisor for the First Contact Department, Supervising five Supervisors and leading team to success, by developing associates, monitoring for quality and accuracy as well as continued Customer Service Training. Was moved to Client/Customer Relations Management, a position created by me, with Senior Managements blessing, this allowed me to interact with customers and markets more closely. While serving in the capacity of customer advocate to make sure that issues were resolved. Also, in this role I was tasked with developing and training team members to be more customer focused in dealing with customer's and interacting with Markets to ensure customer issues were resolved in a timely manner. Show less

Customer Service Supervisor

• Mar 2004 - Dec 2004

Responsible for team of 25 agents handling customer insurance claims, ensuring accuracy of filings, as well as insuring that customer interactions where appropriate. Worked with Work Force Management group to also insure that correct number of agents staffed to handle call load. Also provided training of team members on new processes and procedures as they became available. Mentored Team Members on best ways to handle angry customers as well as managing to established metrics provided by the… Show more Responsible for team of 25 agents handling customer insurance claims, ensuring accuracy of filings, as well as insuring that customer interactions where appropriate. Worked with Work Force Management group to also insure that correct number of agents staffed to handle call load. Also provided training of team members on new processes and procedures as they became available. Mentored Team Members on best ways to handle angry customers as well as managing to established metrics provided by the clients. Looked at different and creative ways to increase team morale and Quality Scores of team members. Show less Responsible for team of 25 agents handling customer insurance claims, ensuring accuracy of filings, as well as insuring that customer interactions where appropriate. Worked with Work Force Management group to also insure that correct number of agents staffed to handle call load. Also provided training of team members on new processes and procedures as they became available. Mentored Team Members on best ways to handle angry customers as well as managing to established metrics provided by the… Show more Responsible for team of 25 agents handling customer insurance claims, ensuring accuracy of filings, as well as insuring that customer interactions where appropriate. Worked with Work Force Management group to also insure that correct number of agents staffed to handle call load. Also provided training of team members on new processes and procedures as they became available. Mentored Team Members on best ways to handle angry customers as well as managing to established metrics provided by the clients. Looked at different and creative ways to increase team morale and Quality Scores of team members. Show less

Customer Service Manager

• Aug 1998 - Mar 2004

• 10/02 to 03/04 Client Service Manager – DSL Account (Ada, OK) – Managed Supervisors. Decreased overall ACW by two minutes in first 90 days, decreased AHT by 4 and a half minutes. Worked with Team to develop Help Desk group and worked with the Work Force Management Group to maximize schedules for multiple client sites. • 01/99 to 10/02 Team Manager – Developed a specialized Help Desk Team of 10 agents for 250 FTE Tier 1 agents, while developing and providing ongoing training on… Show more • 10/02 to 03/04 Client Service Manager – DSL Account (Ada, OK) – Managed Supervisors. Decreased overall ACW by two minutes in first 90 days, decreased AHT by 4 and a half minutes. Worked with Team to develop Help Desk group and worked with the Work Force Management Group to maximize schedules for multiple client sites. • 01/99 to 10/02 Team Manager – Developed a specialized Help Desk Team of 10 agents for 250 FTE Tier 1 agents, while developing and providing ongoing training on Customer Service and overall job knowledge. Responsible for payroll, coaching, staffing and forecasting of calls for Help Desk team. Involved in hiring and training of new agents for account. Team consistently met or exceeded Client metric goals. Maintained 95% Attendance goals. Responsible for compiling metric and financial reports for Account in Multiple Centers. Team consistently exceeded quality metrics. Team was utilized by Training Department to train and develop other agents. Show less • 10/02 to 03/04 Client Service Manager – DSL Account (Ada, OK) – Managed Supervisors. Decreased overall ACW by two minutes in first 90 days, decreased AHT by 4 and a half minutes. Worked with Team to develop Help Desk group and worked with the Work Force Management Group to maximize schedules for multiple client sites. • 01/99 to 10/02 Team Manager – Developed a specialized Help Desk Team of 10 agents for 250 FTE Tier 1 agents, while developing and providing ongoing training on… Show more • 10/02 to 03/04 Client Service Manager – DSL Account (Ada, OK) – Managed Supervisors. Decreased overall ACW by two minutes in first 90 days, decreased AHT by 4 and a half minutes. Worked with Team to develop Help Desk group and worked with the Work Force Management Group to maximize schedules for multiple client sites. • 01/99 to 10/02 Team Manager – Developed a specialized Help Desk Team of 10 agents for 250 FTE Tier 1 agents, while developing and providing ongoing training on Customer Service and overall job knowledge. Responsible for payroll, coaching, staffing and forecasting of calls for Help Desk team. Involved in hiring and training of new agents for account. Team consistently met or exceeded Client metric goals. Maintained 95% Attendance goals. Responsible for compiling metric and financial reports for Account in Multiple Centers. Team consistently exceeded quality metrics. Team was utilized by Training Department to train and develop other agents. Show less

Customer Service Manager

• 1998 - 2004

Managed teams of Customer Service Reps and Customer Relations Management Team. Also worked closely with Client to ensure all timely deliverables where completed. Managed teams of Customer Service Reps and Customer Relations Management Team. Also worked closely with Client to ensure all timely deliverables where completed.

Advertising Producer and Writer

• Mar 1993 - Aug 1998

Worked with advertisers to develop effective and meaningful radio spots for the sale of their products. Was nominated and awarded the prestigious Morningstar Award for Small to mid-sized markets in 1995. Also co-hosted the radio program "Morning Magazine" with allowed me to interview local, regional and national personalities, including authors, sports stars and politicians. Worked with advertisers to develop effective and meaningful radio spots for the sale of their products. Was nominated and awarded the prestigious Morningstar Award for Small to mid-sized markets in 1995. Also co-hosted the radio program "Morning Magazine" with allowed me to interview local, regional and national personalities, including authors, sports stars and politicians.

Grip

• May 1992 - Jul 1992

Worked as a Grip for the independent film, DROP A DIME. Set up lighting and other electrical systems for the motion picture. Worked as a Grip for the independent film, DROP A DIME. Set up lighting and other electrical systems for the motion picture.

Road Missioner

• 1983 - 1988