Experience

Ohio Edison First Energy

• United States
• Facilities Services
• 1 - 100 Employee

• Meter Reader A

  • Mar 2016 - Present



PENELEC

• United States
• Utilities
• 1 - 100 Employee

• Meter Reader A

  • 2015 - Mar 2016



Gillece

• United States
• Consumer Services
• 1 - 100 Employee

• Lead Dispatch Service Representative

  • Dec 2014 - Dec 2015

  The heart of the operation, the DSR team analyzes existing and new jobs for urgency and profitability, audits jobs for efficacy, handles incoming calls from both technicians and clients, and maintains daily operations.- Voluntarily created new methods of performing related job duties while performing original duties resulting in a promotion from entry-level to lead in approximately three months by the owner and namesake of the company.- Chooses the best jobs for the best techs resulting in gross monthly revenue of $500,000+- Trains new hires while on the job performing daily duties.



ibex

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• In-Team Trainer

  • Dec 2011 - Dec 2014

  Trains a team of 30 new-hires and up-trains existing personnel. Supports a management and Quality Assurance team of approximately 15 with root-cause analysis, generates action plans, and ad-hoc creation & modification of curricula.- Trained new advisors, Quality Assurance, and management for the original campaign launch.- Calibrated QA and management during the transition to a new process.- Aided in the successful initiation of a second line of business from the client. Trains a team of 30 new-hires and up-trains existing personnel. Supports a management and Quality Assurance team of approximately 15 with root-cause analysis, generates action plans, and ad-hoc creation & modification of curricula.- Trained new advisors, Quality Assurance, and management for the original campaign launch.- Calibrated QA and management during the transition to a new process.- Aided in the successful initiation of a second line of business from the client.



Alorica

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Retention Specialist

  • Jan 2010 - Jun 2011

  Applies customer-centric solutions and feature-benefit presentations in order to not only retain their business, but increase their usage through the current or new card.- Second-highest post-contact spend at the site level with cardmembers averaging an additional $35,000/mo. each. Applies customer-centric solutions and feature-benefit presentations in order to not only retain their business, but increase their usage through the current or new card.- Second-highest post-contact spend at the site level with cardmembers averaging an additional $35,000/mo. each.



DISH Network

• United States
• Telecommunications
• 700 & Above Employee

• Customer Service Representative

  • Apr 2006 - Aug 2009