Experience

ITW Hartness

• United States
• Machinery Manufacturing
• 100 - 200 Employee

• Field Service Schedule Coordinator

  • May 2018 - Feb 2022

  Greenville, SC Secondary Packaging Original Equipment Manufacturer. Deliver optimal staffing strategies, deploying 70+ Field Service Technicians, Engineers, and third-party vendors to meet volume demands



HKA|Haffner Search

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

• Maintenance Call Center Administrative Assistant

  • Mar 2017 - May 2018

  Gray Court, SC Automotive Parts Manufacturer - Service & Repair Responsible for receiving and dispatching machine maintenance calls from the production floor to the appropriate maintenance team within a timely manner to resolve issues, return machines to production, and reduce downtime.



Burlan Manufacturing, LLC

• Customer Service Supervior

  • Oct 2014 - Mar 2017

  Gastonia, NC Manufacturer of Industrial Quality Fabrics - Order Fulfillment Led the B2B Order Fulfillment Inside Sales Team, optimizing workflow assignments and processes to enhance departmental effectiveness



General Dynamics Information Technology

• IT Services and IT Consulting
• 700 & Above Employee

• Call Center Operations Supervisor

  • Jan 2014 - May 2014

  Houston, TX Contractor Call Center. Coached and developed Customer Service Representatives to meet performance goals and compliance initiatives.



Xerox

• United States
• Business Consulting and Services
• 700 & Above Employee

• Learning Lab Supervisor

  • Dec 2009 - Apr 2013

  Houston, TX Call Center (BPO). Built high-performing teams, recognized as a top performance coach based on 92%+ issue resolution survey scores, AHT, schedule adherence, auxiliary code usage, and post-training initiatives.



SouthWest Water Company

• Utilities
• 200 - 300 Employee

• Call Center Manager & Team Coach

  • Aug 2008 - Aug 2009

  Houston, TX Call Center - Utilities/Water Company. Directed a high-level team through coaching and development, managing KPIs, including quality, ASA, AHT, abandoned calls, schedule adherence, and AUX Code usage.



LendingTree

• United States
• Financial Services
• 700 & Above Employee

• Call Center Supervisor

  • Oct 2002 - Jul 2008

  Charlotte, North Carolina Call Center - Mortgage Lending and Real Estate. Managed daily workflow of the Call Center team, coaching CSRs to meet and exceed customer satisfaction (CSAT) and net promoter (NPS) survey targets, call quality standards, and other workforce management KPIs.