Experience

Installs LLC

• United States
• Consumer Services
• 1 - 100 Employee

• Call Center Operations Manager

  • Apr 2011 - Present

  *Responsible for managing and handling over 200 employees and supervisory team *Daily responsibility of all contractual goals to be achieved *Always display and encourage development of company values *Organize, set priorities, and exercise sound independent judgment within areas of responsibility *Provide daily reporting of day to day issues with resolutions *Provide weekly reporting with billing of employees hours, call center operational calls, bonus * Review and analyze data provided to establish needs of the company. Report these to C.O.O. * Research areas of need and provide full reporting of these with resolutions and timelines *Assist with the recruitment of new employees by conducting interviews and training Group ManagerJune 2007-April2011 *Quickly and effectively resolve all human resources concerns about employees *Maintain and control quality and constantly seeking areas of improvement *Ensure department was properly staffed during spike in volume *Responsible to train, coach and mentor staff *Provided daily metrics to management of service level, quality and handle time of calls Show less



Installs LLC

• United States
• Consumer Services
• 1 - 100 Employee

• Customer Service Supervsior

  • Oct 2001 - Jun 2007

  ▫Ensure department was properly staffed during spike in volume ▫Responsible to train, coach and mentor staff ▫Provided daily metrics to management of service level, quality and handle time of calls ▫Ensure department was properly staffed during spike in volume ▫Responsible to train, coach and mentor staff ▫Provided daily metrics to management of service level, quality and handle time of calls



Wal-Mart

• Kissimmee, Florida

• Customer Service Manager

  • Apr 1999 - Dec 2000

  Responsible for ensuring customer service center and registers were properly staffed and the satisfaction of all customers int the store. Responsible for ensuring customer service center and registers were properly staffed and the satisfaction of all customers int the store.