Experience

Appreciation Financial

• United States
• Financial Services
• 200 - 300 Employee

• Agent

  • Jun 2015 - Present

  Miami/Fort Lauderdale Area I am dedicated to serving public service employees through sound financial planning. I serve those in our community who serve us everyday.



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Assistant Contact Center Manager

  • Jan 2011 - Present

  North Lauderdale, Florida Develop and implement practices establishing positive employer-employee-client relationships that promote high levels of employee morale. Manage compliance and reporting for all account operations including; - Call volume forecasting and staffing - Client service commitments - Budget - Forecast hours versus actual hours - Payroll Oversee day-to-day account operations and business planning, ensuring staff safety, operational efficiency and service quality… Show more Develop and implement practices establishing positive employer-employee-client relationships that promote high levels of employee morale. Manage compliance and reporting for all account operations including; - Call volume forecasting and staffing - Client service commitments - Budget - Forecast hours versus actual hours - Payroll Oversee day-to-day account operations and business planning, ensuring staff safety, operational efficiency and service quality excellence. Demonstrated individual performance by; - Promoting the highest standards of ethical and professional conduct. - Developing and managing the operating budget. - Performing other related duties and assignments as required. - Thrive as a team player in a fast-paced, high-energy, change-oriented environment. - Continues liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client to ensure we meet all deadlines and expectations surrounding reporting and site events. - Manage, lead, motivate and develop supervisors on the account. Show less



TAG Support Company

• Training Administration

  • Apr 2007 - Jan 2011

  North Lauderdale, Florida - Develop and implement practices established to reduce fraudulent submissions of training hours. - Managed MS Access / SQL DB used to ensure consistency in submission and reporting of all training time for 2500+ employees in two locations. - Provided reporting to executive management of data trends found on an account by account basis. Provided assistance with Payroll Department in the following ways; - Data Entry - Streamlined raw data entry process to reduce the overall… Show more - Develop and implement practices established to reduce fraudulent submissions of training hours. - Managed MS Access / SQL DB used to ensure consistency in submission and reporting of all training time for 2500+ employees in two locations. - Provided reporting to executive management of data trends found on an account by account basis. Provided assistance with Payroll Department in the following ways; - Data Entry - Streamlined raw data entry process to reduce the overall number of entry errors created merging three data sources (over 2000 errors to just under 300 errors) - Created integration component and process from old payroll system (The Answer Group) to the new companies payroll system requirements. (Teleperformance USA) Show less



TAG Support Compay

• Assistant Director of Training

  • Jun 2005 - Apr 2007

  North Lauderdale, Florida Manage compliance and reporting for all account training including; - Forecasting and staffing training classes based on operation staffing needs - Client training requirements. - Room and resource assessment and assigning; IT requirements, Client tool access and other physical requirements. - Payroll for trainees and trainers. Assisted in overseeing day-to-day training and business planning, ensuring staff safety, operational capabilities and training… Show more Manage compliance and reporting for all account training including; - Forecasting and staffing training classes based on operation staffing needs - Client training requirements. - Room and resource assessment and assigning; IT requirements, Client tool access and other physical requirements. - Payroll for trainees and trainers. Assisted in overseeing day-to-day training and business planning, ensuring staff safety, operational capabilities and training quality. Demonstrated individual performance by; - Promoting the highest standards of ethical and professional conduct. - Performing other related duties and assignments as required. - Continues liaison efforts with Operations, Quality Assurance, Trainers, Recruiting and the Client to ensure we meet all deadlines and expectations surrounding training and operational expectations for both new hire agents and tenured agents. - Manage, lead, motivate and develop trainers. Show less



TAG Support Company

• Lead Trainer

  • Jan 2000 - Jun 2005

  North Lauderdale, Florida Trained, individuals with limited to no computer experience, to a level of proficiency required for providing support for customers calling in on computer,internet, and/or consumer electronic related hardware/software issues. Cross-trained staff well beyond scope of normal job profiles in efforts to increase productivity and improved customer service satisfaction. I have utilized multiple training methodologies; - One on one coaching - Instructor led (up to 80 people) - Web… Show more Trained, individuals with limited to no computer experience, to a level of proficiency required for providing support for customers calling in on computer,internet, and/or consumer electronic related hardware/software issues. Cross-trained staff well beyond scope of normal job profiles in efforts to increase productivity and improved customer service satisfaction. I have utilized multiple training methodologies; - One on one coaching - Instructor led (up to 80 people) - Web based - Electronic based - Workshops (labs) Lead Trainer for the following Accounts; - Compaq Computers (Commercial Division) - Gateway Computers - Hughes Network Systems (Directv,Directway and Spaceway) - BellSouth DSL - SBC Support+ Assisted in the development of training materials; - Compaq Computers - Bellsouth DSL Show less