Experience

SEI LLC

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

• Manager

  • May 2009 - Present

  Manage busy appointment call center. Pilot Software and technology project. Manage busy appointment call center. Pilot Software and technology project.



SEI, LLC for ShowingTime

• Appointment Desk Manager

  • May 2009 - Present

  Play integral role in the success of pilot project Responsible for all aspects of day to day operations of high volume, fast paced call center Determine staffing needs based on staffing models and statistical call volume data Provide direction to Customer Service Team consisting of 16-9 Reps Set appointments for Real Estate Agents requesting showings within MLS listings Employee evaluations Ensure Team meets customer service standards set forth by client Provide Excellent customer service Escalation investigation and resolution including follow-up Heavy client interaction Prepare daily and weekly reports Provide coaching to address individual and team weaknesses Human Resource documentation Ensure company policies and procedure adherence Set Team and individual goals Work closely with client for goal alignment purposes Develop and implement procedures to address client ever-changing needs and expectations Work closely with IT to regarding IVR and VPN routing set-ups Maintain close working relationships with client and their customers Produce pivot tables from raw data to provide accurate assessments of CSR production Show less



SEI, LLC

• Appointment Desk Manager

  • May 2009 - Present

  Provide CSR coaching providing feedback and guidance for continuous improvement. Understand and direct team to ensure client and project goals and objectives to meet service level standards Monitor production volumes and QA using ACD Work closely with VP, Project Manager, and Client developing and maintain open communication to guarantee pilot project success Responsible for all aspects of day to day operations of high call volume inbound/outbound call center Determine staffing needs based on staffing models and statistical call volume data Motivate team consisting of 3 Team Leads and 9-16 Customer Service Reps Employee evaluations Provide Excellent customer service Provide support to agents during problem resolution Escalation investigation and resolution including follow-up Work closely with client to ensure goal and productivity alignment Prepare daily and weekly reports Human Resource documentation Ensure company policies and procedure adherence On-call to provide coverage and address IT issues as needed Strong organizational and problem-solving skills Show less



NORC @University of Chicago

• Supervisor

  • Nov 2008 - Apr 2009

  Responsible for supervision of Internet Locating staff for various government studiesUsing paid and free searches located respondents for ongoing researchPreparation of staff productivity reportsMaintain accurate billing for various projectsSchedulingTraining of new and current staff to ensure client satisfaction Verification of deceased respondents via Social SecurityReturn completed locating tasks to field Ensured and maintained turn-around times as required by client Show less

• Supervisor

  • Nov 2008 - Apr 2009

  Responsible for supervision of Internet Locating staff for various government studiesUsed paid and free searches to locate respondents for ongoing researchPrepared staff productivity reportsMaintained accurate billing for various projectsSchedulingTrained new and current staff to ensure client satisfaction Verified deceased respondents via Social SecurityEnsured and maintained turn-around times as required by client



Complete Healthcare Solutions

• Administrative /Assistant

  • May 2007 - Oct 2008

  Conduct in-house staff training based on industry or physician specificationsRecording of services rendered for billing purposesInterview and hiring of all office staffEmployee evaluationsCreate daily lesson plans for psychosocial groupsTrain clients at various skill levels to provide job-readiness skills (i.e. Earnfare)Develop office policies and proceduresFacilitate psycho-social groups as requiredTrack employee time/Processing of payroll bi-weeklyWork closely with physicians to develop psychosocial group therapy programs for nursing home patientsMaintain working relationships with nursing home Administrators and Social Service DirectorsAdministrative duties Payroll processing (Paychex Show less

• Administrative Assistant

  • May 2007 - Oct 2008

  Conducted in-house staff training based on industry or physician specificationsRecorded services rendered for billing purposesEmployee selection and terminationEmployee evaluationsCreated daily lesson plans for psychosocial groupsTrained clients at various skill levels to provide job-readiness skills (i.e. Earnfare)Developed office policies and proceduresFacilitate psycho-social groups as requiredProcessing of payroll bi-weekly(Paychex)Worked closely with physicians to develop psychosocial group therapy programs for nursing home patientsMaintained working relationships with nursing home Administrators and Social Service DirectorsAdministrative duties Show less



M.S. Management, Inc of IL

• Office Manager

  • May 2006 - Apr 2007

  Identify need and initiate implementation of new office proceduresSustain constant working knowledge of all office proceduresMaintain and organize current filing systemDevelop and cultivate close working relationships with all department heads and supervisorsProcessing of Payroll thru ADPAccounts Payable/Receivable

• Office Manager/Assistant

  • Mar 2006 - Apr 2007

  Identified need and initiated implementation of new office proceduresDeveloped and cultivated close working relationships with all department heads and supervisorsProcessing of Payroll thru ADPAccounts Payable/ReceivableTravel arrangementsCoordinated meetings and events inter-state Maintain CalendarsDeveloped and maintained working relationships with physicians and nursing homes servicedCreated various reports for COOExpense reporting and tracking



M.S. Management, Inc of IL

• Assistant

  • Apr 2006 - Aug 2006

  Travel arrangements Coordinated meetings and events inter-state Maintain Calendars Develop and cultivate close working relationships with all department heads and supervisors Planned/coordinated meeting and events Developed and maintained working relationships with physicians and nursing homes serviced Create various reports for COO Maintain expense reports for COO Meeting planning Travel arrangements Coordinated meetings and events inter-state Maintain Calendars Develop and cultivate close working relationships with all department heads and supervisors Planned/coordinated meeting and events Developed and maintained working relationships with physicians and nursing homes serviced Create various reports for COO Maintain expense reports for COO Meeting planning



First American Nationwide Documents

• Customer Service Rep/ Developer

  • Nov 2004 - Nov 2005

  Answered inbound calls to our help desk and opened call tickets Responsible for follow-up and escalation as neededCreated reports detailing call volume and recurring issuesCreated Mortgage Documents base on industry standards and client specificationsPreliminary QA of documents producedMaintain working knowledge of state specific and industry standardsProvided IT support for customers using our unique mortgage document softwareAbility to meet deadlines and work with little or no supervisionProject tracking and managementCreated Trigs using constants and dictionary entries to populate fields within documents created Show less

• Customer Service Rep/ Developer

  • Nov 2004 - Nov 2005

  Answered inbound calls to help desk and opened call tickets Responsible for follow-up and escalation as neededCreated reports detailing call volume and recurring issuesCreated Mortgage Documents base on industry standards and client specificationsPreliminary QA of documents producedMaintain working knowledge of state specific and industry standardsProvided IT support for customers using our unique mortgage document softwareMet strict deadlines and tasks with little or no supervisionProject tracking and managementCreated Trigs using constants and dictionary entries to populate fields within documents created Show less



Global Intermodal

• Accounts Payable Specialist

  • Jan 2001 - Feb 2004

  Prepared billing statements using QuickBooks and TEC Responsible for collection of outstanding accounts Light bookkeeping Heavy customer interaction Organized and maintained AR and AP filing system Tracked and Maintained inventory for various clients utilizing our warehouse space Prepared billing statements using QuickBooks and TEC Responsible for collection of outstanding accounts Light bookkeeping Heavy customer interaction Organized and maintained AR and AP filing system Tracked and Maintained inventory for various clients utilizing our warehouse space



MCI WorldCom

• Telecom Tech II

  • Jun 2000 - Aug 2001

  Tested T1 lines using Sage and T-BerdTrained in switch commands Determined and resolved customer issues relating to T1's and DS0'sEscalated issues as necessaryDispatched field technicians when required using 2-way radios or thru computer systemPrepared customer order for install based on Account Rep and Client specifications for installationsTracked all customer installs and repairs

• Telecom Tech II

  • Jun 2000 - May 2001

  Tested T1 lines using Sage and T-BerdTrained in switch commands Determined and resolved customer issues relating to T1's and DS0'sEscalated issues as necessaryDispatched field technicians when required using 2-way radios or thru computer systemPrepared customer order for install based on Account Rep and Client specifications for installationsTracked all customer installs and repairs



DuPage County

• United States
• Government Administration
• 700 & Above Employee

• Senior Staff Assistant

  • Sep 1998 - Mar 1999

  Provided support for administration of Low Income Home Energy Assistance Program Processed applications Verified client information Case Management Followed up on client inquiries Heavy client interaction Provided support for administration of Low Income Home Energy Assistance Program Processed applications Verified client information Case Management Followed up on client inquiries Heavy client interaction