Experience

ATRO Engineered Systems Inc.
• Customer Service Manager

  • Jun 2021 - Present

ABF Security
• United States
• Security and Investigations
• 1 - 100 Employee
• Central Station Manager

  • Jun 2018 - Jun 2021


24-7 Intouch

• Canada
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Operations Manager

  • Jul 2017 - Jun 2018

  Operations Manager for the St. Louis - Nestle Purina Social Media contract. Project - Team Leads and Pet advisers assisting the client with responses to all customer interactions on all social media platforms 24-7 and 365 days a year. Operations Manager for the St. Louis - Nestle Purina Social Media contract. Project - Team Leads and Pet advisers assisting the client with responses to all customer interactions on all social media platforms 24-7 and 365 days a year.


American Water
• United States
• Utilities
• 700 & Above Employee
• Customer Service Supervisor

  • Jan 2015 - Jul 2017


Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Operations Manager

  • May 2013 - Jan 2015

  Operations Manager supporting the Comcast Xfinity and Home Security lines of business at the Hazelwood location. This is a fast-paced and evolving project that demands the ability to adapt to rapid changes and ability to implement changes across a vast agent population. The department operates as a 24x7 365 tier one technical support for Comcast video, internet, telephone and home security. Driven to build the client relationship so that we may be top ranked amongst our piers. Operations Manager supporting the Comcast Xfinity and Home Security lines of business at the Hazelwood location. This is a fast-paced and evolving project that demands the ability to adapt to rapid changes and ability to implement changes across a vast agent population. The department operates as a 24x7 365 tier one technical support for Comcast video, internet, telephone and home security. Driven to build the client relationship so that we may be top ranked amongst our piers.



RCH Companies

• Utilities
• 1 - 100 Employee

• Operations Manager

  • Jul 2004 - May 2013

  - Assist the Regional management with the Missouri and Illinois Charter Communications contracted systems. - Manage multiple branch locations within the region. - Prepare weekly, monthly, quarterly and yearly reports documenting department percentages. - Oversee quality assurance with the clients and subscribers behind agents and account managers. - Perform customer service, collections and customer retention during all phases of management for private customers and VIP / High value business customers. - Route all work to agents bases upon current save percentages and geographical locations. - Supervise outbound calls to customers to ensure total customer satisfaction and FDCPA guidelines are met. - Ensure office operating costs stay within set budget. - Perform routine checks to ensure technicians and their equipment adhere to OSHA code. - Recruit and hire new employees, handle employee write-ups, performance evaluations, and termination. - Developed the tracking, billing, inventory control and research tools for CPE “customer premise equipment” collections divisions that were implemented nation wide. System was built on Excel platform using IR scanners with bar code readers. - Assist technicians in the resolution of problem accounts. - Manage employee time clock punch in system to ensure accurate hours documented to stay with in departments set budget. - Facilitate bi-weekly team meetings to coach and motivate staff on collections techniques, sales opportunities, customer retention and new products. - Perform audits to prevent fraudulent activity by field technicians and sales representatives. - Research customer damage claims and report finding and propose action to regional management. - Work directly with multiple Charter department managers to resolve problems with missing or damaged equipment to ensure proper invoice. - Personally developed a new pay structure that was implemented nationwide for all collections projects within the company. Show less



JHF Properties

• United States
• Technology, Information and Internet

• Assistant General Manager

  • Mar 2002 - Aug 2004

  - General duties included interviewing and hiring employees, recording labor hours for payroll, tracking nightly sales and overseeing all employees while maintaining positive relationships with patrons and vendors. - Inventory all perishables and forecasting for increases in demand. - Ensure margin of profits and expenses were within the company goals - Marketing and promotions - Promote new product sales with vendors. - General duties included interviewing and hiring employees, recording labor hours for payroll, tracking nightly sales and overseeing all employees while maintaining positive relationships with patrons and vendors. - Inventory all perishables and forecasting for increases in demand. - Ensure margin of profits and expenses were within the company goals - Marketing and promotions - Promote new product sales with vendors.