Experience

Canton Elevator Incorporated

• United States
• Machinery Manufacturing
• 1 - 100 Employee

• Project coordinator

  • Apr 2022 - Present



Fusion BPO Services

• United States
• Software Development
• 700 & Above Employee

• Program Manager- Healthcare

  • Sep 2018 - Apr 2022

  • Direct contact between multiple Healthcare Clients and Ameridial• Analyze and interpret report information daily to improve processes and key KPI's.• Communicated and Coordinated changes/processes across all business units daily/weekly• Oversee multiple programs while coordinating with other key departments to ensure meeting of daily goals. • Utilized WFM software to identify gaps to adjust appropriately to ensure maximum coverage for business needs during peak and non-peak seasons.• Develop timeline and manage work progress to ensure deadlines for tasks are met.• Define problems, identify potential solutions and implementation of solutions.• Develop and manage/maintain detailed budgets and schedules across all programs.• Assisted in scheduling of agents across all programs based on communications daily with Workforce Management.

• Payroll & Scheduling Coordinator

  • Jun 2014 - Sep 2018

  • Efficiently verified the payroll processing/authorization of 700 employees locally and multi-state.• Coordinated all payroll record keeping processes and identified payroll discrepancies and processed necessary corrections.• Responsible for the confidential administration of employee information.• Assisted employees with any questions/concerns regarding to payroll/schedules.• Assisted employees in making any changes needed to individual payroll profile.• Coordinated with Benefits Administrator to inform employees when they become eligible for various benefits and assist with enrollment.• Extensive knowledge of Paycom, Ceridian-Dayforce HCM and ADP payroll software.• Responsible for scheduling of agents on weekly basis for up to 12 Healthcare clients.• Scheduled employees based on client requirements and requests.• Assisted Call Center Manager in onboarding new employee.• Assisted Call Center Manager with day to day duties.

• Customer Service Supervisor- Pharmaceutical Sales

  • Apr 2012 - Jun 2014

  • Trained new hires and conducted effective refresher trainings for current agents• Took incoming supervisor calls • Effectively scheduled team of agents to meet client needs• Listened to calls for Quality Assurance and coached agents based on results.• Administered progressive discipline to team of customer service agents • Processed customer credit card payments for vitamins