Experience

Impellam Group

• United Kingdom
• Staffing and Recruiting
• 400 - 500 Employee

• Implementation Project Manager

  • Jan 2023 - Present

• Sr. Project Coordinator

  • Sep 2018 - Jan 2023

• Business Analyst

  • 2017 - Sep 2018



Kelly Services

• Mexico
• 200 - 300 Employee

• Service Supervisor

  • 2013 - 2017

  • Managed multiple programs that ranged in size from 20 to 500 temporary employees. • Developed and managed relationships with Global Account customers. • Responsible for the leadership, hiring and employee development of a Service Team that ranged in size from 5 to 7 employees. • Monitored service delivery to make sure that customer expectations were being maintained. • Assisted with new account and technology implementations. • Supervised the implementation of a new… Show more • Managed multiple programs that ranged in size from 20 to 500 temporary employees. • Developed and managed relationships with Global Account customers. • Responsible for the leadership, hiring and employee development of a Service Team that ranged in size from 5 to 7 employees. • Monitored service delivery to make sure that customer expectations were being maintained. • Assisted with new account and technology implementations. • Supervised the implementation of a new customer facing website, based on SharePoint technology, which provided significant cost savings over alternative systems. • Acted as escalation point for customer requests and concerns and worked closely with other departments to prioritize issues and coordinate trouble shooting efforts. • Produced reports for distribution to customers and internal audiences. • Reviewed Profit and Loss statements to ensure that programs remained within budget. • Partnered with the Sales Team to review product offerings with potential customers. • Participated in the contract renewal process to ensure that contracts reflected current pricing and processes.

• Sr. Service Specialist

  • 2012 - 2013

  • Managed the onboarding, payment and scheduling process for a program that employed 100 temporary employees that traveled to work locations across the country. • Served as an escalation point for customer and employee issues. • Assisted in the implementation of a new employee travel process that resulted in increased employee and customer satisfaction.

• Sr. Accounts Receivable Specialist

  • 2007 - 2012

  • Managed receivable accounts for multiple customers. • Researched over and under payments through review and analysis of customer aging reports. • Worked with customers to successfully resolve payment and billing issues.



Flagstar Bank

• United States
• Banking
• 700 & Above Employee

• Supervisor

  • 2006 - 2006

  • Managed a staff of seven customer service agents. • Counseled employees on methods to improve work performance. • Managed escalated customer issues and worked with other departments to bring about successful resolutions. • Managed a staff of seven customer service agents. • Counseled employees on methods to improve work performance. • Managed escalated customer issues and worked with other departments to bring about successful resolutions.



Liberty Mutual Insurance

• United States
• Insurance
• 700 & Above Employee

• Senior Case Manager

  • 2003 - 2005

  • Leader of an account team that serviced multiple corporate customers. • Acted as escalation point for customer requests and concerns and worked closely with other departments to prioritize issues and coordinate trouble shooting efforts. • Served as office training coordinator for computer program upgrades.

• Case Manager

  • 1998 - 2003

  • Assumed responsibility for a portfolio of Workers Compensation insurance claims from an assigned book of business. • Responded to inquiries every day from customers with diverse needs and personalities, skillfully resolving complex issues with professionalism and diplomacy. • Prepared and presented timely status reports to customers and internal senior management



JAQUES ADMIRALTY LAW FIRM, PC

• United States
• Law Practice
• 1 - 100 Employee

• Client Coordinator

  • 1997 - 1998

  • Communicated with clients on a daily basis regarding the status of ongoing litigation. • Assisted in the opening of new cases. • Completed special projects as needed. • Communicated with clients on a daily basis regarding the status of ongoing litigation. • Assisted in the opening of new cases. • Completed special projects as needed.