Experience

Reach Media Inc

• United States
• Broadcast Media Production and Distribution
• 1 - 100 Employee

• Call Center Manager - The Tom Joyner Foundation / Fantastic Voyage

  • Jul 2008 - Present

  • Coordinate all aspects of customer service with customers, external vendors, cruise line(s) and internal personnel. • Manage team leads for Fantastic Voyage, One Love Gospel Cruise and Specialty Cruises. • Liaison with team leaders, operatives and third parties to gather information and resolve issues. • Coach, motivate and develop call center staff. • Work closely with Quality Control Specialist to ensure that CSR training is relevant and timely. • Conduct CSR… Show more • Coordinate all aspects of customer service with customers, external vendors, cruise line(s) and internal personnel. • Manage team leads for Fantastic Voyage, One Love Gospel Cruise and Specialty Cruises. • Liaison with team leaders, operatives and third parties to gather information and resolve issues. • Coach, motivate and develop call center staff. • Work closely with Quality Control Specialist to ensure that CSR training is relevant and timely. • Conduct CSR orientations before the marketing of new cruises • Maintain accurate cabin inventory for guests, artists and staff and coordinate/communicate room assignments with vendors and/or cruise line(s). • Manage the Non-Paying Guest Manifest and ensure its accuracy. • Insure registration process for events is working properly; cabin or room inventory is updated on website(s); and registrations are reconciled to vendor manifests. Show less



Greyhound Lines, Inc.

• United States
• Transportation/Trucking/Railroad
• 700 & Above Employee

• Call Center Supervisor

  • Aug 2005 - Jul 2008

  • Supervise the day-to-evening operation of the GPX Call Center. • Created the GPX & GCX Operations manual & Call Monitor form. • On demand operational assessment and analysis regarding NextJet, Staff management and field feedback. • Motivate and train the GPX Sales and Service Center personnel. • Monitor call center quality assurance and agent call statistics. • Managed all GPX accounting functions. Made sure the department was within compliance for audit. • Oversaw… Show more • Supervise the day-to-evening operation of the GPX Call Center. • Created the GPX & GCX Operations manual & Call Monitor form. • On demand operational assessment and analysis regarding NextJet, Staff management and field feedback. • Motivate and train the GPX Sales and Service Center personnel. • Monitor call center quality assurance and agent call statistics. • Managed all GPX accounting functions. Made sure the department was within compliance for audit. • Oversaw investigation of all unmatched trace, C.O.D. issues and resolution of GPX customer complaints. • Scheduled staff to ensure optimal coverage during needed times and approved changes to schedule. • Provided training to staff to ensure newly learned methods were used. Also conducted performance evaluations. Show less



Pilot Flying J

• United States
• Retail
• 700 & Above Employee

• Storepoint Trainer

  • Jan 2003 - May 2005

  • Lead Trainer for a Storepoint Software program designed to integrate various processes and procedures, such as; payroll, P&L, invoice receiving, profit-margin analysis, vendor check-in using hand-held computers (PDT), inventory counts and HOC reporting to gather information needed by regional managers. • Traveled nationally to select Pilot Travel Center locations to train management staff on various aspects of the newly installed programs. • Conducted pre-conversion conference calls… Show more • Lead Trainer for a Storepoint Software program designed to integrate various processes and procedures, such as; payroll, P&L, invoice receiving, profit-margin analysis, vendor check-in using hand-held computers (PDT), inventory counts and HOC reporting to gather information needed by regional managers. • Traveled nationally to select Pilot Travel Center locations to train management staff on various aspects of the newly installed programs. • Conducted pre-conversion conference calls with store managers to prepare for software upgrades. These calls were designed to answer any questions from store managers, ensure all parties were properly aligned on roles, responsibilities and expectations, and to ensure that conversions were performed with minimal complications. • Responsible for providing coaching and supervision to two support trainers. Held staff meetings to ensure alignment among trainers according to company procedures. Show less