Experience

Systems Integration, Inc. (SII)

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Operations Manager

  • Jul 2021 - Present

  o Drive Supervisor and Agent productivity in all key metrics.o Drove a 17% site-wide quality increase through training and initiatives for proper documentation by creating, and modifying training manuals, presentations, job aids and SOPs to promote understanding.o Redesigned/created SharePoint pages for better accessibility and easy access to critical files/information.o Participate in daily/weekly meetings with leadership, clients and other stakeholders to review current status and ongoing goals.o Created and delivered monthly quizzes which led to a 400% improvement (and 170k reduction in fines) for critical SLA items.o Flattened repeat contacts, and 10% decrease in average handle time to assist more calls and increased metrics.o Increased Email SLA metric 20% to meet contractual obligations.o Created new supervisor/agent coaching documents, and Quality forms and repositories and tracking documents.o Worked closed with training departments to assist in cross-training, and recursive trainings which lead to increased versatility.o Implemented multitude of Employee Engagement and other incentives which led to a 80% decrease in attrition, increased voluntary overtime, and increased attendance. Show less

• Tier 2 - Specialty Team Supervisor

  • Jul 2020 - Jul 2022

  o Mentored a minimum of five agents annually which led to the promotion of 10 employees directly and indirectly reporting to me. o Subject matter expert for all internal and client-based processes and procedures.o Had the highest promotion rate and overall retention comparatively.o Created a process manual which led to a 20% increase in team quality averages.o Managed team to achieve the highest productivity and adherence.o Consistently involved agents in coaching’s and team meetings to improve knowledge and understanding, while decreasing the overall handle time for T2 transfers by 2 minutes.o Consistent point of contact for client contacts, senior leadership, and CRM IT supporto Point of contact for all CRM updates, program trials and troubleshooting.o Developed in-depth reporting that reduced error rates, and increased customer satisfaction.o Implemented career-tracking/progression though the tier 2 specialty teams Show less



P.F. Chang's

• United States
• Restaurants
• 700 & Above Employee

• Food Runner

  • Nov 2017 - Oct 2023



Elephant Bar Restaurants

• United States
• 1 - 100 Employee

• Customer Service Manager

  • Sep 2006 - Jul 2017

  o Overseeing a 60 person staff, o Participated in scheduling, labor analysis, inventory and performance reviews. o Generating daily financial/operational reports which are communicated to multiple departments. o Communication between internal and external departments to ensure customer satisfaction. o Managing employee incentive programs, morale and providing coaching/feedback and corrective actions when necessary. o Deescalating tense situations regarding customer experience. o Overseeing a 60 person staff, o Participated in scheduling, labor analysis, inventory and performance reviews. o Generating daily financial/operational reports which are communicated to multiple departments. o Communication between internal and external departments to ensure customer satisfaction. o Managing employee incentive programs, morale and providing coaching/feedback and corrective actions when necessary. o Deescalating tense situations regarding customer experience.