Experience

MJM Innovations

• United States
• Software Development
• 1 - 100 Employee

• Implementation Specialist

  • Mar 2018 - Present

  • Project Management to include project plans and timelines for internal and external projects • Managing project and customer relationships for projects from initiation to completion including post implementation • Maintaining relationships with customers after implementation troubleshooting device and software concerns • Create and maintain documentation including technical and user manuals, product specifications and Standard Operating Procedures (SOP) • Participate in QA process which includes testing and providing feedback on new products and updated software releases. • Government and corporate bids and proposals – responding to RFP, interviews, presentations and implementation • Organize, maintain, and keeps business and project files as necessary • Liaison between customer and internal team • Works with team to ensure quality product is delivered to the client on time Show less



Medifast, Inc

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Corporate Trainer

  • Jul 2016 - Mar 2018

  • Demonstrate necessary fundamental training concepts, practices, and procedures to ensure learning transfer and reinforcement. • Provide advanced facilitation opportunities to enhance individual and team development. Topics include employee development, management development, functional training, etc. • Educate self on and keep abreast of industry and company knowledge, internally developed programs, new initiatives and organizational changes. • Conduct key administrative duties including adhering to all budget guidelines, submitting all necessary reports, coordinating or organizing monthly training schedules, etc. • Participate in necessary meetings, events and other initiatives as required. These meetings and events include, but are not limited to, Quality Calibrations, Marketing Communication, Product Tasting (reformulation and new items). • Travel as necessary to assist with the Texas Call Center and Distribution Centers as required. Maintain a flexible schedule required according to the needs of the business, which may include weekends, overnight stays and/or evening shifts. • Responsible for project management duties and functional curriculum development which will include updates and/or maintain existing curricula and communicate changes to team. • Assist the Human Resources Department supporting efforts regarding various Employee engagement programs. Show less



Prometric

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

• Customer Service Supervisor

  • Feb 2016 - Jun 2016

  • Manage a team of 12 Call Center Representatives responsible for scheduling assessments for various organizations. • Handle escalations regarding registration fees, eligibility, space available at various testing centers, State Government application requirements. • Monitor and provide feedback on phone conversations and email responses to customer inquiries and scheduling requests. • Attend Leadership meetings on a daily basis to discuss Service Level concerns and potential daily impactors that can drive call volumes (weather concerns, testing site concerns). • Reconcile payroll and attendance on a daily and weekly basis. Address all corrective action immediately. Show less



Verizon

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

• Corporate Trainer

  • Oct 2001 - Jan 2016

  • Demonstrate necessary fundamental training concepts, practices, and procedures to ensure learning transfer and reinforcement. • Provide advanced facilitation opportunities to enhance individual and team development. Topics include employee development, management development, functional training, etc. • Educate self on and keep abreast of industry and company knowledge, internally developed programs, new initiatives and organizational changes. • Conduct key administrative duties including adhering to all budget guidelines, submitting all necessary reports, coordinating or organizing monthly training schedules, etc. • Participate in necessary meetings, events and other initiatives as required. These meetings and events include, but are not limited to, Quality Calibrations, assisting with the Transition Department, and M&P (Methods and Procedures) monthly reviews. • Travel within the Northeast Area (occasionally nationally) and maintaining a flexible schedule required according to the needs of the business, which may include weekends, overnight stays and/or evening shifts. • Responsible for project management duties and some functional curriculum development. Projects have included Call Sequencing Training and a Customer Service Representative Improvement program entitled “Success”. • May coordinate with Area or project team leaders to update and/or maintain existing curricula and communicate changes to team. • Serve as Department Liaison to the CIAC (Community Involvement Activities Committee) supporting efforts regarding Customer Service Appreciation Week, Holiday Lunch and Employee Appreciation Day. • Facilitate planning meetings with the Call Center Quality Assurance Department to develop a pilot project regarding Quality and how the monitoring process has an impact on the Customer Service Transactional Survey. Show less