Experience

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  Centerline Drivers

  • Fort Worth, Texas, United States

  • Account Manager CSP

    • Feb 2022 - Present
    • Fort Worth, Texas, United States

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  Trillium Staffing Solutions

  • Texas, Oklahoma

  • Business Development Manager CSP

    • May 2019 - Mar 2022
    • Texas, Oklahoma

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  Active Staffing Services

  • Dallas/Fort Worth Area

  • Business Development Manager CSP

    • Mar 2018 - May 2019
    • Dallas/Fort Worth Area

    Active Staffing Services was founded more than 70 years ago and has been providing better talent and faster hires to the light industrial and office services marketplace ever since. We have continuously evolved over the years and are proud of our modern, tech-savvy approach to staffing. We take seriously our promise to help our employees improve their lives through meaningful work and to help our clients grow by having the workforce they need to succeed. Based in New York, Active is expanding with offices in the NY Metro area, New Jersey, Florida and Texas.

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  Onin Staffing

  • Dallas/Fort Worth Area

  • Business Development Manager CSP

    • Jan 2017 - Mar 2018
    • Dallas/Fort Worth Area

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  Ad-A-Staff

  • United States
  • Staffing and Recruiting
  • 1 - 100 Employee

  • Business Development Manager, CSP

    • Oct 2015 - Jan 2017

    Ad A Staff Inc. is a privately held, stable, women owned staffing company. Founded in 1993 in Arlington, Texas and Corporate office located in Mansfield, we provide staffing solutions from offices spread throughout the Metroplex. I take a consultative approach with clients to resolve staffing needs and challenges for our diverse customers. Our staffing professionals are committed to providing our clients with professional, courteous service and support to ensure we are able to satisfy their most challenging staffing situations. We pride ourselves on the ability to identify, process and deliver quality employees who meet your specific hiring criteria and with our hands-on approach from the earliest stages of recruitment to the actual placement, allows us to qualify each candidate with a high degree of confidence in their ability to perform for your company. If you have any staffing needs or challenges, please call me for a consultation.

  • Branch Manager. CSP

    • Nov 2013 - Jan 2017

    I am an ASA Certified Staffing Professional that provides Staffing Solutions including clerical, administrative, professional, management, skill trades, and light industrial positions. At Ad-A-Staff Inc. we are Customer Service focused and work in a culture and environment to do "Whatever It Takes" to get the job done and done right. We are members and certify with the American Staffing Association where we are held to a high ethical standard.

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  Gold Cash Express

  • Dallas/Fort Worth Area

  • Owner

    • Jan 2009 - Jan 2015
    • Dallas/Fort Worth Area

    Own a precious metals operation. I buy precious metals and stones, including platinum, gold, silver, and diamonds.

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  Comfort Experts, Inc

  • Comfort Advisor

    • Apr 2009 - Sep 2009

    In charge of selling Residential Air Conditioning components and systems, including energy savings and green alternatives such as insulation, radiant barrier, attic ventilation, and solar water heating.* Responsible for running marketed and service to sales call leads. * Sales presentation to build customer relations and sale goods and services. Conducted reports and paperwork associated with sales. Processed financing for customers through multiple financing sources. Drove to assign appointments per lead schedules; follow up calls. SIGNIFICANT ACHIEVEMENTS:Promoted to Senior Sales position within first month and viewed as leader within sales team byexceeding target goal of 30% close rate on marketed leads by closing 43%, resulting in highest sales of all Comfort Advisors for months of June and July.

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  Boost Mobile

  • Customer Care Operations Vendor Manager

    • Apr 2006 - Oct 2008

    Care Vendor Manager (Remote out of DFW)* Oversight of all operations for multiple Call Centers in TX and Mexico.* Operation metrics and service level delivery for assigned call centers including International assignments* Conducted Operations Performance Reviews, analyzed reports, contract management, Facilitated root cause analysis, developed action plans and following up, shared best practices, conducted focus groups; developed and delivered reports to management. SIGNIFICANT ACHIEVEMENTS:Improved call volume to self-service features of IVR by creating a campaign to re-allocate traffic by educating customers. Implemented scripting that was used to educate customers on features of self-help options. Resulting in improved usage from below 50% of the load/reboost volume to almost 80%. Improved cost per call and over $1.5 million yearly savings.Improved business objectives by launching 3 call centers to improve customer satisfaction results, increase service levels, and improve all Customer Care business metrics. Served as operations lead in launch resulting in exceeding business targets of 80/20 Service Levels. Improved Customer Satisfaction Surveys by 5 to 10% very satisfied customers. Improved Average Handle Time. Overall business results improve across the entire network due to increased capacity.

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  IBM

  • Senior Operations Vendor Manager

    • Sep 2004 - Apr 2006

    Client / Vendor Manager (Remote out of DFW)* Managed relationships and KPIs ensuring Care Centers deliver on all contractual requirements. Managed vendors with a focus on the execution of end-to-end customer experience across all key customer touch points.* Accountable for all Operations of multiple centers results in Canada, Philippines, and U.S., responsible for key performance metrics including customer satisfaction, likelihood to recommend, call volume, first call resolution, cost per subscriber, and overall productivity. * Responsible for contract governance, operations reviews, analysis of trends and results, auditing compliance, conducting conference calls and action plans, consulting and providing directions, Create actions to reduce cost and increase productivity, audit calls/quality assurance.

  • Operations Manager

    • Jan 1999 - Sep 2004

    Coordinated, negotiated, and implemented marketing campaigns for internal and external sponsoring organizations resulting in improved annual revenue. Conducted campaigns that generated revenue.* Managed outbound telemarketing specialists and call center specialists.Improved business results and increased revenue. Developed, enhanced, and implemented processes and procedures. Managed operating budget. Managed client relationships and developed employees. * Generated and utilized reports to identify trends and facilitate strategic direction. Analyzed customer/client needs through needs assessment surveys, reviewed customer satisfaction results and conducted organizational/business assessments. SIGNIFICANT ACHIEVEMENTS:Developed and led Call Center employees through an identified career path and development tools by creating Plans, meeting monthly to discuss plan, progress, and create actions to achieve plan and career goals. Resulting in 70% of my workforce being promoted. Impact: Career path for employees, improved employee morale as indicated by employee surveys and saw overall productivity percentages increase.

  • Advanced Education Specialist

    • Jan 1997 - Jan 1999

    Education and Training of Call Center Representatives, * Training and education delivery. Assessing and developing skills training. Identify, create, and implement master training plans, curriculums, training modules and programs. Perform needs assessments; identify skills gaps, Resource Center implementation * Training Delivery, Reporting, Needs assessments, creating master training plans, develop training curriculums and modules.

  • Training Manager / Trainer

    • Mar 1996 - Jan 1997

    and implemented a training resource center in a 500 plus seat call center. Addressing low employee morale, identified skill gaps, and lack of training and developmental training hours for the majority of the call center reps. Impact: Increased monthly training hours; gave agents an opportunity to close identified skill gaps from the personal skills assessment application, and Individual Development Plans; it increased employee moral by giving them 2 hours of personal development time per week to prepare them for career advancement.; Responsible for technical training and education for Technical Helpdesk agents* Oversight for training and education delivery. Assessing and Developing skills training. Identifying, creating, and implementing master training plans, curriculums, training modules and programs. Perform needs assessments; identify skills gaps and Resource Center implementation

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  CDI / United Engineers

  • Training Manager / Trainer

    • Jan 1995 - Jan 1996

    Created internal Training Request Tool to improve communication of agent skill gaps and facilitate training needs. This tool improved service levels, customer satisfaction, and closed skill gaps. Resulted in improved training communications, reporting, prioritization of training needs and closed identified skill gaps. Improved first call resolution FCR by 5% to 15% in several call type categories.; Oversight of training and education of Help Desk Agents* Responsible for training and education delivery. Assessed and developed skills training. Identified, created, and implemented master training plans, curriculums, training modules and programs. Performed needs assessments, identified skills gaps.SIGNIFICANT ACHIEVEMENTS:Developed standardized Helpdesk training which improved consistency, customer satisfaction and increased First Call Resolution performance metric. Cost per call improved by 12%.

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  CDI

  • Level 1 Helpdesk Agent

    • Jan 1994 - Jan 1995

    * Provided support to client customers on moderate to complex mainframe and PC questions/problems via telephone and electronic mail.* Analyzed and respond to moderate to complex hardware and software questions/problems from customers via manuals, investigation, consultation with informational databases. Documented all calls; opened problem reports; resolved moderate to complex problems.* Provided technical support, documented all calls according to process and procedures. Made recommendations to improve process and procedures, assisted management, assisted supervisor, maintained quality control and reported status on assigned tasks.

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  Saint Joseph's Hospital

  • Level 2 Technical Support

    • Jul 1994 - Aug 1994

    Resolved level one and two break/fix technical problems and questions. Project Management of assigned projects. * Completed assigned tasks on master project plan. Resolved level one and level two break/fixed open tickets and closed out tickets in system. Ensured exceptional customer service and overall satisfaction.* Conducted break/fix activities on assigned technical support tickets. Upgraded systems.SIGIFICANT ACHIEVEMENTS: Successfully fixed the computer or printing problems frustration in life-critical situations; fixed technical problems on computers and printers in a hospital, including emergency rooms which improved service.

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  StockVal

  • Engineer Associate

    • Feb 1993 - Jul 1994

    Oversight of IBM PCs including software and hardware in internal office and remote clients.Responsible for troubleshooting and analyzing system problems at headquarters and at customer sites. Responsible for installation of complex integrated software packages.* Responsible for working under direction of Senior Engineer. Purchased computer equipment for internal and external clients.* Upgraded and installed integrated software packages, backed-up client update personnel. Troubleshooting systems and PCs; worked with operating systems, networking applications, network support, file sharing and print spooling. SIGNIFICANT ACHIEVEMENTS:Implemented access to client computers via remote computer-to-computer access tool which improved daily and weekly updates, improved technical support and improved overall customer satisfaction with software project and system upgrades.Upgraded all employee computer systems and fix all technical issues improving overall productivity and system down time by 5%.

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  Wells Fargo Advisors

  • CSR / Tech Support

    • Jan 1992 - Jan 1993

    Assisted VP of Sales to generate leads. Responsible for computer system upgrades and upgrading various software and hardware.* Prepared reports, data entry, maintained databases, assisted stock brokers; Designed and created sales promotion newsletters and marketing materials.* Cold called potential clients. Used computer technician skills to resolve problems and upgrade software and hardware.