Database Administrator

• Sep 2018 - Present

Operations Team Manager

• Oct 2016 - Sep 2018

• Providing positive, consistent, fair and committed leadership to the team • Actively pursuing a team environment focused on the achievement of the client's quality standards and performance goals. • Providing effective feedback and coaching to the agents • Recognizing team's deficiencies and developing action plans to overcome them • Managing client specific performance standards (i.e. AHT, Quality Scores, Sales, etc.) • Meeting monitoring goals and completing related reports • Providing agent support by handling escalated customer calls or by assisting agents in diffusing irate customer calls as needed • Work with management to identify any trends that may effect the overall operations of business. • Is able to function well in a multi-site environment and participate in productive communication to ensure that procedures are implemented and followed accurately and efficiently, as required by management • Maintaining up to date employee files and documentation • Managing staffing levels to support program specific workflow • Recommending innovative suggestions on incentive programs to motivate floor staff • Providing coverage on the floor and answering agent questions as needed • Adjust work schedule as needed to support business needs • Perform other duties and projects as required • Strong written and verbal communication skills Show less

Team Leader

• Jan 2015 - Oct 2016

• Work with management to identify any trends that may effect the overall operations of business. Is able to function well in a multi-site environment and participate in productive communication to ensure that procedures are implemented and followed accurately and efficiently, as required by management • Analyze client data and provide daily, weekly or monthly reports to management and the client for review to validate service level requirements are being met • Collect data from multiple company reporting systems and provide daily reporting to operations team for monitoring site performance, evaluating and coaching of employees as well as reconciling employee hours for payroll • Create and maintain Microsoft Access databases based on business needs • Adjust work schedule as needed to support business needs • Design and recommend enhancements to improve department efficiencies based on management specifications and user requirements • Provide technical training/assistance to staff as required • Providing positive, consistent, fair and committed leadership to the team • Actively pursuing a team environment focused on the achievement of the project's high quality standards and high performance goals. • Recognizing their team's deficiencies and developing action plans to overcome them. • Meeting monitoring goals and completing related reports • Providing effective feedback and coaching to the agents • Recommending innovative suggestions on incentive programs to motivate floor staff • Providing coverage on the floor as directed • Routinely review department processes and propose and implement processing improvements • Perform other duties and projects as required • Strong written and verbal communication skills Show less

Information Management Consultant

• Dec 1994 - Jan 2015

• Work with management to identify any trends that may effect the overall operations of business. Is able to function well in a multi-site environment and participate in productive communication to ensure that procedures are implemented and followed accurately and efficiently, as required by management • Perform updates to training web server for internal procedures and processes • Perform data entry and produces reports for daily, weekly or monthly tasks by the required deadlines. These tasks include, but are not limited to, entry/reconciliation of schedule changes, paid time off and employee accruals/entitlements • Analyze quality and timeliness data received from interdepartmental and multiple subcontractors • Provide daily quality and timeliness reports to management and the client for review to validate contractual service level metrics are being met • Monitor and update the front end payroll system (FEPS) and runs daily file downloads to produce pay files • Create and maintain Microsoft Access databases based on business needs • Provide technical training/assistance to staff as required • Responsible for developing, documenting and updating operational procedures • Provide assistance to other departments as requested by manager or supervisor • Design and recommend enhancements to improve department efficiencies based on management specifications and user requirements • Supply weekly status reports and escalate issues appropriately to the management team • Act as an advocate for the employee by completing a semi-annual review of the employee’s skills and provide additional training as needed to assist the employee in meeting their personal goals as well as company goals • Administer monthly one on one performance reviews with each employee • Conduct yearly performance appraisals • Routinely review department processes and propose/implement processing improvements • Conduct interviews for hiring • Strong written and verbal communication skills Show less