Experience

• 

  Fat Daddy's Crabs

  • Baltimore, Maryland Area

  • Operations Manager

    • Jun 2013 - Present
    • Baltimore, Maryland Area

    I manage a team of six employees and oversee the daily operations of a local seafood carry-out restaurant. In this role, I create the employee schedules and routes, handle the payroll and AR/invoicing, manage customer complaints and increase employee productivity with monthly and weekly incentive...

• 

  MXD Group

  • Baltimore, MD

  • Route Supervisor

    • Jun 2016 - Oct 2016
    • Baltimore, MD

    While in this position, I supervised and managed the routes and schedules of two clerks and three drivers, ensuring accurate and timely deliveries per manifest instructions. I monitored driver time and attendance and provided written and oral feedback when needed. I dispatched daily assignments a...

• 

  Bank of America

  • Baltimore, Maryland Area

  • Call Center Supervisor

    • Jan 2008 - Apr 2011
    • Baltimore, Maryland Area

    I managed a team of 10 call center agents, motivating and encouraging them through positive communication and constant feedback. I trained new agents and ensured implementation of call center policies. I regularly met with members of my team to set reasonable individual and team goals, improve pr...

• 

  MCI Corporation

  • Baltimore, Maryland Area

  • Call Center Supervisor

    • Jan 2002 - Jan 2006
    • Baltimore, Maryland Area

    In this position, I trained new employees, monitored calls and provided coaching through feedback and positive reinforcement. I set goals for the team and provided coaching and resourcing for consistent achievement. I also developed a thorough and effective quality assurance plan that improved cu...