Experience

Community Labor Partnership

• United States
• Consumer Services
• 1 - 100 Employee

• Operations Manager

  • Dec 2021 - Present

  • Manages daily operations • Oversee multiple departments to ensure productivity • Handle client issues • Audit calls and data for quality assurance and create reports for owners and higher-level managers • Manages scheduling and staffing • Handles hiring and interview for open positions • Manages daily operations • Oversee multiple departments to ensure productivity • Handle client issues • Audit calls and data for quality assurance and create reports for owners and higher-level managers • Manages scheduling and staffing • Handles hiring and interview for open positions



VXI Global Solutions, LLC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Manager

  • Mar 2016 - Jul 2017

  AT&T U-VERSE Billing and Sales Dept. • Manages team performance based on client key performance metrics targeted on real-time pacing. • Coaches live representatives for the improvement of their metrics and increase customer satisfaction • Gathers data from survey results, trends vs analysis, and product updates • Audit calls and data for quality assurance and create reports for clients and higher-level managers • Takes inbound calls related to sales, billing, and technical issues of AT&T U-VERSE/ DirecTV products. • Does outbound calls for supervisory escalation endorsed by team members. • Handles monthly, weekly, and daily goal setting on focused metrics and targets. • Performs administrative tasks on creating SMART action plans and sending reports. Show less



Sutherland

• Information Services
• 1 - 100 Employee

• Team Manager

  • Apr 2011 - Feb 2016

  AT&T U-VERSE 90/30 • Manages team performance based on client key performance metrics targeted on real-time pacing. • Coaches live representatives for the improvement of their metrics and increase customer satisfaction. • Gathers data from survey results, trends vs analysis, and product updates • Audit calls and data for quality assurance and create reports for clients and higher-level managers. • Takes inbound calls related to sales, billing, and technical issues of AT&T U VERSE • Does outbound calls for supervisory escalation endorsed by team members. • Handles monthly, weekly, and daily goal setting on focused metrics and targets. • Performs administrative tasks on creating SMART action plans and sending reports. Show less