Experience

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  CADY

  • 2555 Westside Pkwy Alpharetta, Ga 30004

  • Account Representative

    • May 2020 - May 2023
    • 2555 Westside Pkwy Alpharetta, Ga 30004

    • Support over 57 schools in South Florida area• Successfully negotiate and resolve sensitive client situations for high level accounts • Audit multi-year, half million-dollar contracts• Identify blockers and specific customer needs toward achieving 100% satisfaction• Collaborate across multiple departments to ensure scheduled events and details are confirmed, documented, and communicated to ensure front line success• Project data input and oversight for production tasks connected to school’s request• Nurture client relationships through account handling • Communicate concisely via departmental standard response times with schools, interdepartmental teams, and internal departments• Input and maintain database for school profiles• Ability to multi-task, manage time effectively, and navigate through different system platforms.

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  Verizon Wireless

  • Sr. Compliance Analyst

    • Jan 2007 - Dec 2018

    • Conduct arithmetic computations for invoice validations• Interpret and apply complex regulations and procedures for all company policies• Perform on-site audits to ensure compliance with contractual terms, tracking and archiving of source data, operational practices, call handling procedures, safety procedures and general call center operation practices• Identify and correct areas of revenue leakage; recapture lost revenue• Drive and execute an integrated plan to identify control gaps, define and implement process and technical solutions• Develop unique work plan, review of formal policy documents, and manage the implementation and completion of process improvement• Lead confidential, independent investigations of suspected fraud involving employees, agents and customers• Liaise with Compliance leadership, business management, and other stakeholders including HQ/Area reporting teams, Forensic and Audit Analytics Services Team. Corporate Security, and Legal, with respect to findings, strategic direction, and enterprise risk management.• Partner with channel management to identify and resolve policy process issues, perform analysis and draw conclusions directly related to policy or business operations then develop action plan based on results• Complete training to ensure up to date with company policies• Write different policies and procedures for the company

  • Supervisor Sales Operations

    • Mar 2006 - Jan 2007

    • Oversee channel Audits and Concession accounts meeting compliance guidelines• Managed 7 Sales Coordinators• Support sales team with any administrative processes that are needed.• Manage and Monitor team pends percentage to ensure they meet company goals• Manage the Coordinators to ensure 100% internal/external customer satisfaction• Provide method & procedures and product updates to Sales team. Face-to-Face monthly meetings with Coordinators and Sales Managers to monitor team’s progress

  • Assistant Manager of Operations

    • Jun 2003 - Mar 2006

    • Responsibilities cover a wide range of duties including store operations, monthly inventory counts, quality control, managed 9 customer service representatives, 6 cell Phone technicians, establishing policies and procedures and rolling them out to the team, coordination, and delivery of new marketing material, troubleshooting store issues, training, coaching, and development of employees.• Reduced customer service representative order entry errors through establishing accountability• Reduce inventory count discrepancies by executing policies and procedures.• Established and standardized a monthly sales operations execution meeting with the customer service representatives and cell technicians• Ensure the team is delivering a great customer service experience on a day-to-day basis

  • Customer Service Representative

    • Dec 2002 - Jun 2003

    • Excel in listening to customer needs, articulating product benefits and creating solutions that provide value to the customer• Memorized company product offerings; contributed to quarterly sales increase by communicating product benefits and providing a great customer experience• Respond to questions and concerns about services, and escalate appropriately• Make requested policy and account changes• Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns

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  United State Postal Service

  • Mail Handler Assistant

    • Jun 2015 - Feb 2016

    • Load, unload and move bulk mail and perform other duties incidental to the movement and processing of mail • Separate all mail received from trucks and conveyors for dispatch to other conveying units and separate and deliver mail for delivery to distribution areas• Places empty sacks or pouches on racks, label them where prearranged or where sacks are plainly marked, dump mail from sacks, faces letter mail, carriers mail for distributors for processing, place processed mail into sacks, remove filled sacks and pouches from racks and closes and lock sacks and pouches• Pick up sacks, pouches, and outside pieces, separate outgoing bulk mail for dispatch and load into trucks• Perform other duties as assigned

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  United States Navy

  • Machinist Mate

    • Oct 1989 - Oct 1999

    • Aligning piping systems for oil, water, air, steam, and controlling the operation of ship boilers and steam turbines used for ship propulsion and service systems. They control the operation of turbo generators used to produce electrical power• Clean, adjust, test and perform other preventive maintenance on a ship's boilers, main engines, turbo generators, and other auxiliary machinery including steering engines, elevators, winches, pumps and associated valves• Operated and maintain desalinization plants (distilling plants) to make fresh water from sea water, and maintain refrigeration plants, air conditioning systems and galley equipment• Repair and replace valves, pumps, heat exchangers, compressors, steam turbines and hydraulic or pneumatic control devices• Also maintain and analyze machinery operating records and reports