Experience

Alpha Zulu Logistics LLC

• United States
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• Delivery Associate-Logistics Mgmt

  • Aug 2019 - Present

  Building great customer relations, parcel sourcing, transport and delivery, vehicle inspections, and following strict safety standards.



Denver Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Call Center Project Manager

  • Jul 2014 - Nov 2015

  • Contact Center Operations Management: Recruited, selected, oriented, coached, motivated, trained, developed, disciplined, and coordinated employee performance to meet the 24/7 Inbound/Outbound Healthcare and Pharmaceutical Services Contact Center goals and objectives. Reviewed and evaluated staff performance and operations functions to ensure proper efficiency and quality to meet business and regulatory requirements.• Client Relations: Cultivated client relationships to better understand… • Contact Center Operations Management: Recruited, selected, oriented, coached, motivated, trained, developed, disciplined, and coordinated employee performance to meet the 24/7 Inbound/Outbound Healthcare and Pharmaceutical Services Contact Center goals and objectives. Reviewed and evaluated staff performance and operations functions to ensure proper efficiency and quality to meet business and regulatory requirements.• Client Relations: Cultivated client relationships to better understand their needs and acting as a client advocate. Handled customer escalations and ensured customer satisfaction. Responsible for completing invoicing, budget analysis, and contract negotiations.• Technical Project Management: Worked closely with technical teams to ensure client telecom project implementations were completed as required and on schedule. Show more Show less



Corinthian Colleges, Inc.

• United States
• Education Administration Programs
• 700 & Above Employee

• Contact Center Supervisor

  • Dec 2013 - Jul 2014

  • Supervised Inbound/Outbound Higher Education Contact Center. Recruited, selected, coached, motivated, trained, developed, and guided employee performance to meet Contact Center goals and objectives.• Reviewed and evaluated staff performance and operations functions to ensure proper efficiency and quality. Ensured employee adherence to policies, procedures, and the Code of Business Conduct.• Handled customer escalations and ensured customer satisfaction.



Connextions

• United States
• Hospitals and Health Care
• 500 - 600 Employee

• Supervior / Coach / Trainer-Health Carrier Division

  • Jul 2012 - Dec 2013

  • Call Center Operations: Supervised Inbound/Outbound teams of Healthcare Customer Service and Sales Representatives. Monitored and evaluated calls, coached CSRs and upheld customer service and quality standards. Start-Up Center: Assisted in the recruitment and development of the new hire training programs.• Educated, motivated, lead, guided and directed representatives to achieve performance requirements.



SunGard Availability Services

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

• Service Desk Supervisor

  • Aug 2009 - Aug 2010

  • Managed day-to-day operations of 24/7 Data Center operations. Interviewed, hired, trained, and supervised a team of 8 agents that supported flexible availability services. Provided direct technical support as a central point of contact for clients. Monitored ACD queues, upheld quality requirements, and maintained ACD agent statistics.• Managed technical escalations, maintained stability of client services, and engaged specialty teams as needed.



Ultimate Staffing

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Bilingual Retail Services

  • Dec 2008 - Apr 2009

  • Provided nationwide service and support for English and Spanish speaking retail dealers. Assisted with dealer account management, application escalations, commission inquiries, and other support needs.• Addressed system issues, assisted with rebates and national promotions, and tracked dealer escalations.• Assisted management team in the development of a database that helped track and reduce escalations.



Nexgen Software Services

• United States
• Software Development

• IT Helpdesk Analyst

  • Mar 2008 - Nov 2008

  • Provided nationwide technical and service-related support for 250+ computer and peripheral users.• Performed immediate analysis of customer problems via phone, e-mail, and Intranet form self-service requests.• Documented customer problems, communicated service updates to users, and recorded action using work order system.



Dish Network

• United States
• Sports Teams and Clubs
• 1 - 100 Employee

• Sales and Marketing Representative

  • Nov 2006 - Dec 2007

  • Handled high volume of inbound calls relating to entertainment products and services. Addressed customer concerns and solicited sales of Dish Network products and services. Provided quality customer service through one-call resolution and established long-term customer relations.• Consistently maintained high ranking in performance and sales. Regularly recognized for superior customer service and quality. Coordinate local marketing campaigns.



Advanced Digital Information Corporation (ADIC)

• Tech Specialist III / Program Mgr / Service Project Mgr

  • Feb 2002 - Aug 2006

  • Directed and coordinated activities of project personnel to ensure project progressed on schedule and within prescribed budget.• Developed project tasks, responsibility schedules and resource requirements.• Maintained and upheld strict change management principles, disciplines, proactive measures and procedures, as required, to ensure the expected quality was delivered or exceeded. Directed application and solution testing.• Managed Multi-Vendor support via ADIC’s partnership with… • Directed and coordinated activities of project personnel to ensure project progressed on schedule and within prescribed budget.• Developed project tasks, responsibility schedules and resource requirements.• Maintained and upheld strict change management principles, disciplines, proactive measures and procedures, as required, to ensure the expected quality was delivered or exceeded. Directed application and solution testing.• Managed Multi-Vendor support via ADIC’s partnership with Technical Support Alliance Network.• Managed escalations from Technical Support teams and Field Engineers that involved third-party vendors and partners. Provided regular TSANet program updates to management team.• Lead a team of 25 Technical Support Analysts (TSA) that handled all incoming calls, addressed and resolved technical issues on storage devices such as standalone tape drives, autoloaders, libraries and disk-based backup systems. Escalation Management—worked with the customer and field technicians to resolve all issues. Show more Show less



MCI Telecommunications

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Technical Project Manager-Global Accts.

  • Jun 1998 - Mar 2001

  • Manage a virtual technical team in the implementation of MCI Dedicated Products and Services for MCI Global Accounts.• Coordinated and prioritized project tasks, managed timelines, maintained project plans and communicated status to Engagement Managers, Senior Managers, and Clients as needed.



Electron Corporation

• China
• Education Management

• Sales / Account Management

  • Oct 1994 - May 1998

  • Sales of products and services; account management of domestic and international accounts; Fluent in Spanish--fostered client accounts in Mexico, Central and South America.• Customer Service and Relations Management.