General Manager

• Mar 2015 - Present

GM

• 2015 - 2016

Call Center Supervisor

• Jul 2011 - Jan 2014

Implemented a recruiting and new hire training schedule Hosted web conferences to train overseas agents Developed a department handbook and PowerPoint presentations utilized during weekly training Uploaded data and monitored the predictive dialer while monitoring CSR’s for call quality Conducted quality assurance assessments and employee reviews Reviewed legal documents from potential clients before submission to the legal department Implemented a recruiting and new hire training schedule Hosted web conferences to train overseas agents Developed a department handbook and PowerPoint presentations utilized during weekly training Uploaded data and monitored the predictive dialer while monitoring CSR’s for call quality Conducted quality assurance assessments and employee reviews Reviewed legal documents from potential clients before submission to the legal department

Export Booking & Tracing Agent

• May 2005 - Jan 2007

Booked a daily average of 65-75 cargo containers in a call center environment for export shipment using EDI and other route verification software Coordinated all email request of export shipments via US ports using the GT Nexus system Maintained correspondence with vessel coordinators, terminal managers, and overseas agents Trained new employees to understand weekly vessel schedules and transshipment requirements. Also trained them to understand the proper procedure of making request to various port authority and inter-modal personnel

Customer Service Representative

• Apr 2004 - May 2006

Processing over 100 orders daily for QVC products in a call center environment Maintained a thorough knowledge and understanding of company products, websites, hosts, warranties and return policies to assist customers with finalizing their purchases. Processing over 100 orders daily for QVC products in a call center environment Maintained a thorough knowledge and understanding of company products, websites, hosts, warranties and return policies to assist customers with finalizing their purchases.

Branch Manager

• Nov 2002 - Feb 2005

Oversaw and approved daily operations: bank verifications, correspondence with corporate office, new hire training, branch audits, finalizing loan approvals, branch maintenance and purchases Developed marketing strategies that increased clientele from 0 to 100 customers within the first 2 months of operation. Conducted monthly customer appreciation to maintain client retention. Enforced collection practices to recover past due accounts including filing court documents Oversaw and approved daily operations: bank verifications, correspondence with corporate office, new hire training, branch audits, finalizing loan approvals, branch maintenance and purchases Developed marketing strategies that increased clientele from 0 to 100 customers within the first 2 months of operation. Conducted monthly customer appreciation to maintain client retention. Enforced collection practices to recover past due accounts including filing court documents