Experience

Systems Integration, Inc. (SII)

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Call Center Operations Supervisor

  • Dec 2019 - Present

  Directly oversee a team 10 people on a specialty team. Handling escalated/manager calls, overseeing the day-to-day operations of the call center, timecard assistance and management. Quality reviewing inbound calls taken by other agents. Experience in payroll management, employee supervision as well as compiling and summarizing information (e.g., files, records, internet research, etc.) in response to specific requests. New Hire Training. Directly oversee a team 10 people on a specialty team. Handling escalated/manager calls, overseeing the day-to-day operations of the call center, timecard assistance and management. Quality reviewing inbound calls taken by other agents. Experience in payroll management, employee supervision as well as compiling and summarizing information (e.g., files, records, internet research, etc.) in response to specific requests. New Hire Training.



Leidos

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

• Call Center Operations Supervisor

  • Jul 2018 - Dec 2019

  Directly oversee a team 10 people on a specialty team. Handling escalated/manager calls, overseeing the day-to-day operations of the call center, timecard assistance and management. Quality reviewing inbound calls taken by other agents. Experience in payroll management, employee supervision as well as compiling and summarizing information (e.g., files, records, internet research, etc.) in response to specific requests. New Hire Training.

• HR Representative for TSO R&H Operations

  • Sep 2016 - Jul 2018

  Data corrections in various systems. Interviewing potential candidates and other supervisory roles. Overseeing and reviewing escalations for TSO and FAMS Assessments for TSA.



Lockheed Martin

• United States
• Defense and Space Manufacturing
• 700 & Above Employee

• General Clerk III

  • Aug 2015 - Sep 2016

  Answering inbound calls for TSA HR Access Help Desk for both Payroll, Personnel and Benefits (PP&B) and Recruitment & Hiring (R&H). Broad experience in the areas of applying Federal laws, regulations and OPM guidelines related to employee benefits and retirements (e.g., Title 5 U.S.C., Title 5 CFR) in order to respond to inquiries and to provide guidance in complex cases, specifically relating to TSA employees. Answering inbound calls for TSA HR Access Help Desk for both Payroll, Personnel and Benefits (PP&B) and Recruitment & Hiring (R&H). Broad experience in the areas of applying Federal laws, regulations and OPM guidelines related to employee benefits and retirements (e.g., Title 5 U.S.C., Title 5 CFR) in order to respond to inquiries and to provide guidance in complex cases, specifically relating to TSA employees.


Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas
• United States
• Hospitals and Health Care
• 700 & Above Employee
• Customer Advocate

  • 2014 - 2015