Experience

East Carolina University Alumni Association

• United States
• Higher Education
• 1 - 100 Employee

• President of East Carolina Black Alumni Association

  • Jan 2023 - Present



UPS

• United States
• Truck Transportation
• 700 & Above Employee

• Global Business Services - Operations

  • Aug 2012 - Mar 2022

  Responsible for managing the departmental operations of the contact center. This position monitors contact center performance results develops and executes action plans to ensure business goals are achieved. I’m responsible for developing action plans which address root cause to ensure the proper customer experience. This position manages resources and people processes (e.g., Performance Management, Career Development, Training, Staffing, etc.) to ensure the day to day administration of processes and formal procedures.

• Call Center and Training Manager

  • Jan 2009 - Jul 2012

  •Reviews operating plans to evaluate performance indicators•Assesses performance indicators to determine area meeting and falling below business expectations•Creates quality and production issue reports to track action steps and progress•Reviews action plans for customer service concerns and low rated calls to approve and send to Quality Measurement group•Analyzes the quality scorecard and customer information to determine the validity of escalations•Manages resources and people processes (Quality Performance, Career Development, Training, Staffing, etc.) to ensure the day to day administration of processes and formal procedures•Identifies individual and team skill gaps and developmental opportunities•Holds others accountable to established performance levels to achieve individual and group goals•Identifies opportunities to involve others in new and challenging work assignments and/or rotations that advance the skills and capabilities of individuals and the organization

• System/Internet & Training Manager

  • Sep 1990 - Dec 2008

  I am responsible for over 800 computers and phones. I manage a telephony network that takes over 1 million calls a month and I manage a support staff of four. My job includes project management, technical support for data/telco, email support and the new hire training curriculum implementation.