Experience

Air Experts Heating and Cooling

• United States
• Consumer Services
• 1 - 100 Employee

• Install Coordinator/Accounting Admin

  • Dec 2021 - Present

  Responsible for: - Batching out daily deposits for credit card payments made using electronic platforms, finance funding reports, and checks/cash - Tracking equipment installed and ensuring it is requisitioned appropriately from inventory or documenting purchase order associated with install - Serving as quality check for timesheets entered for installers and install supervisors - ensuring hours and pay have been entered correctly and capturing on payroll spreadsheet - Creating monthly vendor invoice in payables manager to capture all permitting costs associated with rental customers - Serving as back up for pulling funding reports and posting payments into customer accounts - Reconciling month end credit card statements - Entering company checks written into bank fraud protection platform to eliminate potential risks of fraud - Posting checks onto customer accounts Show less



Lumen Technologies

• United States
• Telecommunications
• 700 & Above Employee

• Forecaster - Dispatch/Load Control

  • Mar 2015 - Sep 2021

  Forecaster – Dispatch/Load Control Responsible for managing the work streams and the resources that affect how appointments are being offered. Maintained forecast models for the network workforce, incorporating business intelligence and forecast information gathered from multiple sources.  Served as the integration point into the field network, supporting field management in multiple regions.  Provided detailed forecast modeling and led dialogue for assigned market  Created statistical forecast in the forecasting tool by gathering, analyzing, and validating data  Recommended adjustments for operational forecasts  Achieved consensus for operational demand forecasts by facilitating a collaborative planning process with field management  Prepared relevant material to facilitate research and discussion  Implemented accurate plans that allowed the field to optimize their resources while setting commitments to external customers that can be met while managing expense.  Built relationships with dispatchers/loaders and field management, which led to effective knowledge sharing and an optimal consensus forecast to better guide the company expectations and results  Achieved +/- 15% goal in average forecast accuracy each month Show less



CenturyLink

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Call Quality Assurance Specialist

  • Jun 2012 - Mar 2015

  Supported the Load Control/Dispatch organization consisting of as many as 400 agents. Provided feedback of call quality and technical audit results.  Conducted Call Observations, Technical Audits, and Click-to-Chat evaluations on Load Control/Dispatch Specialists.  Achieved department goal each month to provide feedback to every agent.  Created presentations outlining the Quality Assurance program and expectations.  Provided one-on-one feedback and coaching to agents not meeting quality score objectives.  Partnered with department management to develop Customer Service training curriculum.  Facilitated QA/Customer Service/Click-to-Chat Training sessions within each Dispatch center.  Co-facilitated supervisor calibrations each month to ensure consistent scoring within each team. Show less



Girl Scouts - North Carolina Coastal Pines

• Raleigh, NC

• National Program Evaluation System Project Manager

  • Jan 2011 - Jun 2012

  Managed the implementation of program evaluation system for non-profit organization serving total membership of more than 32,000 girls. Marketed the roll-out of new program and managed the operation of system designed to evaluate data collected from survey responses.  Increased number of panel participants in survey program by 3,066 members within eight months.  Created surveys to administer to Outreach Program – a pathway previously not reached.  Created and delivered presentations aimed at volunteers outlining new program.  Launched surveys designed to determine effectiveness of Girl Scout programs and measure 15 national outcomes.  Created and distributed surveys to Summer Camp participants; achieving a response rate of 30% Show less



CenturyLink (formerly Embarq)

• Quality Assurance Manager

  • Jul 2003 - Apr 2010

  * Managed the implementation and operation of the Quality Assurance program for the local consumer markets solutions division of a company providing internet, television, and voice products across 18 states. * Built and managed a team of as many as 22 QA Analysts supporting 12 call centers. Under my direction, my team monitored and evaluated the quality of inbound, outbound, and retention calls in addition to email interactions and eChat sessions for call center agents nationwide. * Integrated two quality programs due to company merger and acquisition over three month period, meeting aggressive deadline. Show less



Sprint

• United States
• Telecommunications
• 700 & Above Employee

• Call Center Supervisor/Customer Care Supervisor

  • Jun 2002 - Jul 2003

  Position held on two separate timeframes: February 1998 - August 1999 and June 2002 - July 2003. * Supervised a team of 23 call center service reps in a bargaining unit call center providing first level customer support.* Diagnosed improvement opportunities, provided feedback, professional development, and corrective action plans. * Accountable for targeted revenue, customer satisfaction, and retention. * Monitored the interaction between agents and their customers to ensure quality assurance standards were met. - Ensured first call resolution provided on each call, meeting target of 80% each month.- Provided coaching necessary for direct reports who achieved and exceeded performance measurements for Average Handle Time (AHT) of 380 seconds, adherence/conformance of 92%, Customer Perception Surveys (CPS) of 85%, and revenue objectives of 100%. - Acknowledged as Sales Team Winner for exceeding team sales objectives month over month. Achieved 125% of targeted revenue goals.- Acted as second level point-of-contact for customer escalations, allowing agents to move on to other calls and ensure answer level of 85% was consistently achieved. Show less

• SSDA - Sales/Service Skills Development Administrator

  • Aug 1999 - May 2002

  * Delivered training collateral for two regional call center offices regarding sales skills, products and services, and operational/system processes. * Served as the back-up for the call center General Manager, providing guidance and direction to front-line supervisors. * Reviewed call center statistics to measure performance and identify areas for improvement. Indirectly managed 120 online agents and served as Operations Manager for call center.