Experience

Strategic Data Systems

• United States
• Software Development
• 1 - 100 Employee

• Operations Manager

  • Mar 2017 - Present

   Responsible for overseeing day-to-day operations and management of approximately 15 team leads and 150+ call center agents, to include quality assurance of all Customer Service Management Relations (CRM) system Service Requests completed; subject matter expertise required in resolving incoming customer inquiries via phone, chat, email, mail, fax, and transactions; and customer service relations requirements in escalated situations requiring diffusion.  Responsible for the management of approximately 50+ agents’ leave and timecards, creating and assigning shift schedules, recording daily improvement reports, processing daily transaction reports, training call center agents and new team leads on multiple center processes and completing agent compliance reports.  Analyzes data and provides recommendation to improve productivity as well as overall KPI’s. · Administers scheduling of personnel to meet the volume demands of each functional area of the call center.  Conducts onboarding for new hires, as well as all system access requests.  Facilitates all new hire and refresher training.  Extensive interviewing, hiring and coaching experience.  Developed, tested, and implemented Standard Operating Procedures (SOPs) in nearly all aspects of customer service and team lead operations.  Oversees transactions in Tier I and II CRM/Salesforce.  Operates and manages the call center employees & call center traffic via the Cisco Finesse/Cisco Unified Intelligence Center/Humanify/Verint to project workload & efficiency.  Spearheaded the efforts for the conversion and expansion of the Navy Personnel Command Customer Service Center to the My Navy Career Center assisting the entire US Navy (Active, Reserve, Veteran and Retired) communities and their dependents/families with and pay and Personnel issues and concerns.  Expert user and supervisor in the use of TOPS, NSIPS, BOL, eClient, NFAAS, MNP, and other often used Naval databases Show less



Forrest Hill Cemetry

• United States
• Real Estate

• Office Coordinator

  • Mar 2015 - Mar 2017

   Project Manager’s Assistant  Coordination and Preparation of cemetery files  Verifying and correcting cemetery files  Data entry  Maintain integrity of cemetery files and customer’s personal information  Maintain upkeep of cemetery spreadsheet  Prep shipment of cemetery files  All necessary duties assigned by the Administrator and Project Manager  Project Manager’s Assistant  Coordination and Preparation of cemetery files  Verifying and correcting cemetery files  Data entry  Maintain integrity of cemetery files and customer’s personal information  Maintain upkeep of cemetery spreadsheet  Prep shipment of cemetery files  All necessary duties assigned by the Administrator and Project Manager



U.S. Army

• United States
• Armed Forces
• 200 - 300 Employee

• Signal Support System Specialist

  • Oct 2009 - Mar 2015

  Responsible for training and supervising new personnel on communication operations, troubleshooting procedures, and the basic use and maintenance of all signal equipment. •Ensured the operational readiness of the organization’s communication systems.•Transported and safeguarded classified materials. •Managed and maintained personal documents for a company of 100 individuals.•Selected by superiors, above peers, to attend leadership and professional development training. •Additional duties include Secret Material Manager, Key Control Manager, Family Readiness Liaison, and Help Desk Manager. •Oversaw the daily operation, preformed telephone and walk-in duties.•Set up equipment for employee use, performing and ensuring proper installation.•Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities. •Answered user inquiries regarding computer software or hardware operation, and resolve all reported issues •Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems or to provide technical assistance and support. Show less

• Shift Manager

  • Oct 2007 - Oct 2009

  Managed a shift and monitored the daily activities of 3 subordinates. •Responsible for $100,000 dollars’ worth of equipment. •Handled, transported and deposited $5,000 dollars’ worth of receipts on a daily basis.•Maintained a safe and healthy establishment for both employees and customers. •Delegated duties and special assignments to individuals. •Provided customer service by greeting and assisting customers, and responding to customer inquiries and complaints. •Directed and supervised employees engaged in sales, inventory, reconciling cash receipts, or performing services for customers to ensure that customers receive satisfactory service and quality goods. Instructed staff on how to handle difficult and complicated situations. •Enforced established safety, health, and security policies. Show less

• Sales Associate

  • Aug 2004 - Oct 2007

  Processed money transactions on a daily basis and ensured the store was maintained in a high state of cleanliness.•Answered customers' questions about products, prices, availability, or credit terms. Quoted prices, credit terms, or other bid specifications.•Maintained customer records, using automated systems. •Prepared sales contracts for orders obtained, and submitted orders for processing. •Selected the correct products or assisted customers in making product selections, based on customers' needs, product specifications, and applicable regulations. Show less