Experience

Workforce Opportunity Services

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• Program Manager

  • Feb 2023 - Present

  • Exhibit program management practices that perpetuate the mission and vision of WOS • Assist with on-boarding of new associates as needed • Monitor program recruitment to meet goals • Act as liaison with WOS stakeholders for the continuous implementation of administrative program needs, like payroll reconciliation, onboarding, and management of associate case files • Manage the implementation of academic programming/training • Provide KPIs as requested for the tracking of program performance goals • Act as a mentor to associates to build trust and a motivating workplace environment • Coach associates to improved performance benchmarks and simplify goals and measures to ensure associates view goals as achievable and valuable in nature • Engage with associates to assess and answer personal needs to maintain their active status in the program Show less



Axion Contact

• United States
• Telecommunications
• 1 - 100 Employee

• Program Supervisor

  • Jul 2021 - Feb 2023

  (Program Management)•Manage a team of 65+ agents and Lead staff•Work with team leads to ensure service level metrics are achieved through regularly scheduled coaching•Support management in driving strategic direction at the lead and staff levels.•Support leads on escalated interactions, 2nd point of contact.•Work with team leads and agents to drive efficient call volume activity and management through communication and call queue monitoring.•Support cross-functional process improvement efforts.•Process all direct report timecards, ensuring all agents are compensated.•Reward and recognize associates monthly for performance above and beyond expectations.•Assist with project-specific hiring and termination processes(Stakeholder Management)•Maintained clear and concise communication across a broad range of partners and stakeholders•Closely monitor KPIs as they relate to stakeholders•Conducted weekly meetings with clients to update them on project status, address and alleviate challenges, and discuss project trajectory•Deliver on all project deadlines•Understands contract obligations•Assist in the development of project task plans and standard operating procedures•Analyzes reports for trends and gives recommendations•Assist with the development of program training documents•Assist with the building and efficiency of medical projects in programs including Oracle, Five9, IDX, and Citrix Show less

• Project Supervisor

  • Jul 2021 - Feb 2023

  Monitor employee job performance to ensure that all necessary tasks are completed per specifications and deadlines•Conduct performance reviews and provides feedback to direct reports•Assist with the coaching of staff•Offer day-to-day instructions for team members on job responsibilities•Help associates resolve associate work-related issues•Ensure open communication with the staff•Proactively identify program issues and propose ways in which to address their concerns•Maintain positive rapport with internal and external customers•Report all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP) Show less