Experience

El Nido Family Centers

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Executive Assistant

  • Aug 2016 - Present

  Support Executive Director Liz Herrera along with the El Nido Board of Directors with all secretarial needs. Arrange and organize all committee and board meetings maintaining accurate record keeping of all business by taking the minutes. Maintain and update all materials for board of directors including bylaws, roster, and Slate. Assist, plan, and oversee El Nido Scholarship program. Manage all office maintenance needs and oversee any office relocating. Supervise reception and customer service for administrative office. Monitor all supply order spending throughout the organization. Keep orderly and accurate files of funders and programs. Assist other office managers with needs that arise. Show less



Roto-Rooter Plumbing and Drain Service

• United States
• Facilities Services
• 700 & Above Employee

• Call Center Manager

  • Feb 2014 - Jul 2016

  Managed and led two call center/dispatch centers simultaneously for the largest corporate franchise of Roto Rooter encompassing 40 full time call center employees. Oversaw and supported five call center supervisors, implementing monthly goals and assignments to facilitate individual and team growth. Maintained attendance for both centers in operation 24/7. Developed training and quality assurance programs to uphold optimal customer service and dispatching standards. Generated daily reports to measure staff performance through booking rates, selling rates, and call metrics using Contact Center Management software. Conducted annual performance reviews with staff to aid in proper communication and confirm growth standards were set and achieved. Acted as a liason between corporate and branch offices to safeguard proper customer service and communications were being upheld. Instilled a culture of safety in both centers through constant reinforcement, training, and practice. Show less



Hoffman Southwest Corp

• Administrative Supervisor

  • Jan 2013 - Feb 2014

  Supervised all office operations for branch office of Roto Rooter Plumbing consisting of five office employees and thirty plumbers. Cross trained office staff in multiple positions including data entry, accounts receivable, collections, inventory, payroll, and dispatching. Completed all HR, benefits, and payroll correspondence with corporate for entire branch. Assisted technicians with technology needs acting as a liaison between staff and IT dept. Ensured all strict deadlines for data entry, payroll and collections were met on a daily and weekly basis. Utilized Fleet program to track vehicles to ensure proper use and maintenance standards were met. Show less



Russell Warner Inc. DBA Roto Rooter Plumbing

• Call Center Supervisor

  • Apr 2006 - Dec 2012

  Supervised, trained, and led a staff of 20-30 full time customer service agents. Maintained attendance for 24/7 call center with a $300,000 yearly budget. Effectively combated objections and rebuttals maintaining a 75% job closure rate resulting in bonuses. Created training reference guides and activities to produce growth in CSR sales skills. Calculated weekly payroll for call center and dispatch departments. Generated statistical reports on agents performance and cost per order to assist in scheduling. Provided the highest level of customer service to clients during their plumbing emergencies. Conducted and participated in weekly supervisor/ manager meetings on quality assurance. Produced and sent daily letters to customers for advertisement and marketing purposes. Show less