Experience

ViaPath Technologies

• United States
• Telecommunications
• 300 - 400 Employee

• Senior Call Center Manager

  • Nov 2022 - Present

  Established Call Center Manager providing direction, leadership, motivation and expertise in meeting or exceeding the key performance indicators.

• Call Center Manager

  • Jun 2021 - Jan 2023



Sheetz

• United States
• Retail
• 700 & Above Employee

• Hospitality Manager

  • Oct 2019 - Jun 2021

  Train and develop Sales Associates to ensure an experience where the customer feels valued. Focus on friendly interactions, speed of service, cleanliness of the store and quality products. Provide resolution to any customer complaints as well as employee concerns. Keep employees engaged and focused to deliver in a fast paced environment. Train and develop Sales Associates to ensure an experience where the customer feels valued. Focus on friendly interactions, speed of service, cleanliness of the store and quality products. Provide resolution to any customer complaints as well as employee concerns. Keep employees engaged and focused to deliver in a fast paced environment.



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Call Center Operations Manager

  • Aug 1997 - Mar 2019

  Mentored employees to drive performance to the next level. Focused on key performance indicators and coached employees to deliver on goals.• Pioneered remote office managing of five centers as a First Level Manager. This resulted in reduced cost by strategic planning of site visits. • Designed and developed a process for ensuring the required individual monthly meetings were held. This enabled maximization of Manager to Employee team size. • Assessed Employee performance based on contributions to the key performance indicators. This led to a team of Employees meeting or exceeding requirements.• Analyzed, interpreted and applied various contractual language to ensure that fairness exists in the workplace. This enabled a respected team working together to achieve desired results.• Created and presented action plans to Executive team to identify any gaps in achieving targets. This resulted in assurance that specific measures would be taken to minimize missed metrics.• Negotiated settlements of grievances. This ensured open communication that allowed Employees to feel valued. Show less

• Operational Specialist

  • Jan 2008 - Jan 2009

  Researched and composed call handling standard operating procedures. Successful in various training techniques including; Face to Face, WebEx or Conference Call. • Strengthened skills by teaching material using varied adult learning styles. This ensured maximum transfer of knowledge. • Collaborated with Regulatory, Legal, and Technology teams to ensure alignment of policies with any required regulations. This led to getting the material right the first time.