Experience

Doyle Security Systems, Inc.
• United States
• Security and Investigations
• 1 - 100 Employee
• Customer Service Representative

  • Oct 2020 - Present

TL Transportation
• United States
• Transportation/Trucking/Railroad
• 1 - 100 Employee
• Amazon Flex Driver

  • Jun 2019 - Oct 2020


ABVI-Goodwill

• United States
• Retail

• Contact Center Supervisor

  • Feb 2014 - Jul 2018

  Team building, customer service, reporting, developing websites for contact center use, agent administrative duties for payroll/performance & behavioral counselings/performance reviews. Interact with the contacts for the contract assigned to. Assist with projects as needed. Team building, customer service, reporting, developing websites for contact center use, agent administrative duties for payroll/performance & behavioral counselings/performance reviews. Interact with the contacts for the contract assigned to. Assist with projects as needed.



Blockbuster

• United States
• Retail
• 700 & Above Employee

• Customer Service Representative

  • Sep 2013 - Jan 2014

  Customer service, cashiering, stock, processing dvd's in/out of the store and placing them back on the shelves. Customer service, cashiering, stock, processing dvd's in/out of the store and placing them back on the shelves.



Tyco Integrated Security

• United States
• Security and Investigations
• 100 - 200 Employee

• Project Team Manager

  • Sep 2012 - Oct 2013

  • Tasked with creating the processes needed for a diverse team of representatives both internal and contractors. Processes created include: call scripts, daily & weekly SOP tasks, phone queue monitoring/staffing. • Provided support to the field technicians across the country for this initiative in scheduling, customer contact/notifications. • A part of our tasks resulted in a savings before costs of at least $6 million dollars ($3 million has been realized) from a research initiative where we were able to stop a technician from needing to be dispatched. • Created reporting for technician tracking, generated other ad hoc reports needed for the project and Senior Management on a daily/weekly basis. • Liaison between specific customers and their scheduling needs and the field offices to get the customer’s needs handled. • Provide cross functional support to multiple department levels on an ad hoc basis.



ADT Security Svcs/Tyco Integrated Security

• NDC Inbound Team Manager

  • Jun 1998 - Aug 2012

  • Responsible for direct supervision of a team of associates receiving internal and external customer calls. Finding solutions to issues through application of internal processes. • Building employee morale through coaching and providing feedback for team members. • Have been the intranet Webmaster for our facility’s intranet SharePoint site, created InfoPath forms for our use and also for other departments as needed. Also responsible for updating portions of the website that dealt with BCP strategies and could impact business operations across the country. • Handle escalations for both internal and external customers and resolve them to conclusion.



Champs Sports

• Retail

• Sales Specialst

  • Aug 1993 - Jun 1995

  Customer service, sales, inventory/shipping/receiving, merchandising, displays, cashiering. Customer service, sales, inventory/shipping/receiving, merchandising, displays, cashiering.