Experience

• 

  VENUS Fashion Inc.

  • Service Excellence & Training Supervisor

    • Apr 2017 - Present

• 

  ADT

  • Irving Tx and Jacksonville Fl

  • Unit Manager

    • Mar 2013 - Jul 2016
    • Irving Tx and Jacksonville Fl

    • Managed the customer retention department of 4 team managers and 70 representatives, growing the department by 100% and significantly improving every key metric. • Manage monthly incentive program and budget • Lead the project, opening of the Customer Service Center’s 3rd shift: Staffed the third shift’s managerial and customer service staff under a very aggressive time deadline. The third shift improved the enterprise service levels performance • Championed operational project the Customer Service Center transfer rate to the other departments by utilizing the Audrey Daniel’s principles (behavior based performance management) and championing a four-week campaign. I improved the center’s transfer rate by 2% with a monthly impact of $150.000.• Developed a top down approach to implement the Audrey Daniel’s practices in the Customer Service center. This model was presented to the entire Customer Care Organization as a best practice to possibly emulate. • Received the rating of 4.5 out of 5 on the Employee Engagement survey • Utilized all available resources, including other departments, police departments, and third party contractors, to find creative solutions for complex customer problems• Tracked and measured industry trends and escalations issues to quickly implement measures to improve customer retention • Handled corporate level customer service issues that escalated pass frontline supervisors

• 

  ADT Home Security Alarm System

  • Jacksonville, Florida

  • Quality Manager – Customer Service

    • Mar 2009 - May 2013
    • Jacksonville, Florida

    • Performed all managerial duties for the Quality Assurance Team for 3 call centers • Conducted Quality Assurance presentation for each new hire class, • Successfully created center wide action plans to reduce the amount of errors on quality observations.• Served on Six Sigma team tasked gaining efficiencies by reducing call and signal activities. The project resulted in a Net EBIT savings (Hard) of $74,961.57 each year. • Served on Six Sigma team focusing on reducing the amount of customer fine refunds. The project achieved a significant reduction to the $600,000 per months in fine reimbursements.

• 

  ADT Security Systems

  • Training Manager – Customer Service & Monitoring

    • May 2004 - Mar 2009

    • Regularly presented information to both small and large group setting • Trained new hire and existing employees to successfully perform their role as customer service representatives • Created and delivered up-training on numerous subjects• Collaborate with the National Training Manager to implement updates and changes in the training curriculum• Supervise the training schedule to assure all trainers instruct every segment.• Designed the training schedule to promote fairness in the shift assignments.

  • Team Manager

    • May 1999 - May 2004

    • Managed a team of 15-22 Emergency Dispatch Operators• Trained and developed team member to obtain maximum performance and further their career path. • Managed payroll • Completed monthly, biannually, and annually performance reviews • Tracked attendance and administered corrective action when necessary

• 

  CONVERGYS

  • Jacksonville, Florida

  • Team Supervisor

    • Jul 1992 - Jun 1999
    • Jacksonville, Florida

    • Managed a team of 15 telemarketing agents.• Served as a subject matter expert to agents in the calling areas.• Handled irate customers to provide world-class customer service.

• 

  United States Marine Corp

  • Camp Lejune

  • U.S. Marine

    • Apr 1988 - Apr 1992
    • Camp Lejune

    Honorably Discharged