Experience

MedHab

• United States
• Medical Device
• 1 - 100 Employee

• Support Center Manager

  • Jun 2022 - Present

  Dallas-Fort Worth Metroplex



Nan McKay and Associates (NMA)

• United States
• Business Consulting and Services
• 200 - 300 Employee

• Housing Supervisor

  • May 2021 - Mar 2022

  Dallas, Texas, United States Supervised a remote team of housing specialists. Coach staff on achieving project goals, offering feedback on performance. Training the production team on quality control measures to improve overall production. Recording quality control results by completing reports and summarizing re-works.



TEKsystems

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

• Call Center Supervisor

  • Jun 2020 - Jul 2021

  Dallas, Texas, United States Supervised a remote team of 48 agents including case investigators, contact tracers and epidemiology leads. Coach staff on achieving department goals and offering feedback on performance. Triage and escalate from units, brainstorm, and implement solutions. Monitored calls and processed quality control scorecards on a daily basis.



DermPRO®

• United States
• Advertising Services
• 1 - 100 Employee

• Customer Service Manager

  • Feb 2018 - Mar 2020

  Dallas/Fort Worth Area Managed a remote team of professionals in a software as a service platform that delivered a private label online store solution targeted at the aesthetics space. Our customers included a few hundred plastic surgeons, dermatologists, and medspas. Each month my team delivered a few hundred custom promotions comprised of online specials, emails, banners, social posts, and in-office collaterals allowing our doctors to sell services and skincare products to their patients each month. QC'd customer… Show more Managed a remote team of professionals in a software as a service platform that delivered a private label online store solution targeted at the aesthetics space. Our customers included a few hundred plastic surgeons, dermatologists, and medspas. Each month my team delivered a few hundred custom promotions comprised of online specials, emails, banners, social posts, and in-office collaterals allowing our doctors to sell services and skincare products to their patients each month. QC'd customer promotions prior to activation. Show less



PerioSciences

• United States
• Health, Wellness & Fitness
• 1 - 100 Employee

• Customer Service Manager

  • May 2013 - Feb 2018

  Dallas/Fort Worth Area Interact with customers and staff to provide information in response to inquiries about their orders, accounts and PerioSciences policies and procedures. Day to day operations by leading and guiding our employees to provide the most professional customer service in the industry. • Supply senior management with weekly, monthly, quarterly and ad-hoc reports and forecasts. • Interface with IT about system issues, resolution, testing and communicating solutions. • Coordinate activities… Show more Interact with customers and staff to provide information in response to inquiries about their orders, accounts and PerioSciences policies and procedures. Day to day operations by leading and guiding our employees to provide the most professional customer service in the industry. • Supply senior management with weekly, monthly, quarterly and ad-hoc reports and forecasts. • Interface with IT about system issues, resolution, testing and communicating solutions. • Coordinate activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, operation. • Prioritize and execute with a sense of urgency and preciseness. Show less



TForce Logistics

• Account Manager / Dispatcher

  • Mar 2011 - May 2013

  Dallas/Fort Worth Area Managed scheduling and communicated information to field personnel; organized and tracked relevant information per customer requirements.



Rent-A-Center

• United States
• Retail
• 700 & Above Employee

• Loan Processing and Collection Supervisor

  • Nov 2009 - Nov 2010

  Plano, TX Supervised the Loan Processing, Customer Service and Collection Agents by monitoring and managing their activities, ensuring their duties are performed properly and efficiently to deliver service and productivity metrics.



SONITROL

• Security Systems Services
• 100 - 200 Employee

• Customer Support Center Manager

  • Mar 2001 - Jul 2008

  Westlake, TX Led customer support center team of 30 agents in a multi-functional call center encompassing 6 distinct customer impact areas: collections, customer service, retention, customer web tool support, data entry, and sales support. Personnel management including, hiring, coaching, development and performance improvement.



Nissan Motor Corporation

• Japan
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Credit Analyst

  • Aug 1991 - Mar 2001

  Irving, TX Analyzed and investigated retail, lease and commercial credit applications and communicated decisions back to appropriate dealer personnel.