Accounts Payable Team Lead

• Jul 2021 - Present

Real Estate Transaction Coordinator

• Oct 2020 - Oct 2021

Program Manager

• Jun 2019 - Sep 2019

• Successfully implemented 2 programs simultaneously. • Cultivated client relationships. • Built project plans for each program. • Facilitated client meetings. • Conducted client sites visits. • Built client specific policy and procedures. • Coordinated employee’s security clearance for government program. • Organizing programs in accordance with the mission and goals of the organization. • Reviewed client contracts. • Managed operational team functions; hiring, timecards, attendance, training, attendance, etc. Show less

Operations Manager

• Feb 2014 - Nov 2018

•Successfully reduced department attrition from 204% to 54% within a year by improving company communication, average hourly rate, and job satisfaction. •Created weekly schedules based on call volume, using a WFM tool. •Monitoring real time break and lunch time adherence; and daily attendance to determine staffing needs to meet service levels. Action could be to call employees that are off to cover shifts, shift breaks/lunches, or instructions to coaches on duty to answer calls before they go out of service level. •Forecasting call volume to determine staffing while maintaining cost of goods and gross margin for the company. •Analyzing calls that were out of service level by reviewing individual team member reports •Implemented call center initiatives for gross margin and customer satisfaction. •Doubled customer satisfaction rating by instituting immediate and direct feedback loop to client facing staff. Implemented escalating bonus based on 90 day rolling rating for staff meeting excellent ratings. Resulted in three consecutive year over year increases in NPS rating. •Reduced cost of goods by thousands of dollars within a month in order to meet the budget goals. Managed by analyzing staff hours, staff metrics, call volume needs, and initiating client calls with our account management team to. Also implemented performance-based bonus plan tied to meeting performance metrics. •Managed all human resource functions and operations payroll including; New employee paperwork for payroll, benefits, hiring, terminations, completing unemployment forms, open enrollment for all insurances, •Created employee learning and development programs •Utilized proven hands-on management to train and mentor staff in implementing and maintaining company directives, policies, values, and brand promise •Provided financial oversight and planning for operational budget each month •Preliminary IT support for operations, •Maintained company Sharepoint •Office manager tasks Show less

Operation Manager/Remote Manager of Operational Projects

• Jul 2010 - Mar 2014

●Successfully ran several payroll software projects, self-service portal, attendance tracking, time off modules, new payroll client software. ●Coordinated and facilitated a learning and development project for organizing training resources, rooms, and scheduling with WFM for over 1,700 team members at 3 sites. ●Managed a pilot project for Keynomics Software. Improving select staff typing speed and accuracy. ●Project for implementation of Academy Bay training program: Facilitated and coordination at 3 sites for all employee’s ●Improved the on-boarding process for Medicare open enrollment through organizing requisitions, hiring status updates, learning and development requirements, and simplifying IT request for accurate system requirements. Resulting in timely hiring of agents and training agents to pass their Insurance license while maintaining cost of goods, and client expectations. While successful hiring of 400+ agents in multiple programs, different sites, and within a 6-8-week time table. ●Completed the Six Sigma Green Belt certification from Nova Southeastern University ●Implemented and managed a team of Attendance Coordinators at 3 sites, resulting in higher overall attendance adherence ●Led conference calls daily, took notes, and followed up on action items from attendees throughout the organization ●Managed the ADP payroll system helpdesk for end-users in an organization of over 1,800 employees ●Monitored services levels by client in real time and immediately notified team managers of issues ●Managed the DME Customer Service Inbound team and the Document Management team simultaneously ●Managed up to 40 team members, including an offshore team in the Philippines ●Increased service levels for data entry of Physician Orders ●Strictly managed and adhered to the department’s corporate compliance for Medicare ●Managed all aspects of the department’s hiring, training, process documentation, monthly goals, and coaching Show less

Contact Center Supervisor

• Oct 2006 - Jun 2010

Responsibilities: • Manage over 45 employees • Received escalated customer issues/complaints and handled according to department standards and goals • Supervised, monitored, and coached CCR's through daily operations of call center activities • Monitored quality of service and responses provided through observation and monitoring of calls • Actively participated in hiring, developing, and reviewing team members and their performance • Conducted focus group meetings to improve processes and policies • Provided 24-hour support 365 days a year for customer escalation within the contact center • Conducted projects using Six Sigma methodology to build better efficiencies • Researched and analyzed customer satisfaction surveys results • Customer Service agents managed over 20 clients at one time and worked with all of the major mobile carriers that provided services • Held client meetings onsite to review monthly metrics and customer satisfaction results Show less

Operations Supervisor

• 1998 - 2005

Responsibilities: • Managed inbound/outbound call center for dual product lines consisting of Diabetes and Incontinence supplies • Monitored and coached call center customer service representatives performance measure to improve productivity and quality • Supervised 15-20 employees consisting in various teams: Inbound/outbound team & Operations Responsibilities: • Managed inbound/outbound call center for dual product lines consisting of Diabetes and Incontinence supplies • Monitored and coached call center customer service representatives performance measure to improve productivity and quality • Supervised 15-20 employees consisting in various teams: Inbound/outbound team & Operations