Administrative professional with more than 20 years of experience; adept at working in fast-pace environments demanding strong organizational, leadership and interpersonal skills. Committed to exceptional customer service and driven be challenges. Detail-oriented and resourceful in spearheading, organizing and completing projects; ability to multitask effectively.
 Managed a staff of 85 customer service professionals and 6 supervisors and 1 trainer.
 Maintained a fair, consistent set of standards as they apply to the workforce.
 Adjust priorities and manage time wisely in a fast-pace environment.
 Maintain records and documentation pertaining to workforce.
 Communicate in a clear, concise, understandable manner, and listen attentively to others, understand material, and provide instructions to all employees.
 Ability to operate all equipment necessary to perform the job.
 Maintained quality assurance expectations, and create appropriate contingency plans to new technology being built to assist in growth.
 Originated and lead the Human Resource office practices and objectives that will provide an employee-oriented, high performance and culture that emphasizes empowerment, quality, productivity and standards, goals attainment, and the recruitment and ongoing development of a superior workforce.
 Responsible for recruiting, staffing logistics, organizational and space planning, organization development, employment and, employee orientation and development, compensation and benefits administration.
 Responsible for the development of existing team and the recruitment of extended leadership.
 Initiated a contract staffing program to ensure adequate staffing at all times.
 Help introduce and market new service options to clients generating increased revenue and building customer loyalty.
 Assisted in the launch of Houston Metro’s “Q†Card, the first smart card for a transit application.
 Established and trained merchant on how to use the point of sale equipment, while tripling the number of retailers selling Metro fare media “Q†Cards. Met and exceeded all sales objectives.
 Trained other employees in a formal class room setting on use of equipment.
 Responsible for training all new field representatives and acting as a resource for them.
Retriever Systems - Bankcard Processing- Manager/Technical Support- 2005 -2006
 Managed the operation of the Technical Support department.
 Managed a team of 7 team leaders with 64 customer service professionals and 1 trainer.
 Maintained a strong understanding of the Bank Card Industry amongst the Technical Support and Billing staff through training and focus groups.
 Maintain and improve current customer relationships while seeking out other opportunities to serve the merchant.
 Manage, develop and lead staff to facilitate an environment where employees are empowered
 Monitor and ensure that administrative procedures are being adhered to in accordance with Human Resources. Hire, develop, and motivate a competent service staff by developing policies and procedures.
 Achieved a 140% sales goal per day and 150% of plan for billable hours in 2005.
 Developed and implanted recognition programs. Interact directly with clients to maintain and enhance client relationships.
 Work with peers, subordinates and Regional Manager in developing, implementing, and enforcing operational standards to achieve operational excellence.
 Participated in planning the call center's ergonomics to accommodate a growth in personnel throughout tenure from 25 to 150 customer service professionals.
 Developed and established an incentive program based on individual sales per hour, which improved the working environment and attrition, increased performance
Time Warner Cable – Customer Service-Sales Manager 1983 - 2004
 Customer Service Manager and Sales Manager with responsibility of 50+ Customer Service professionals.
 Consistently exceeded sales goal by an average of 110%, out of 50 inside sales professionals.
 Maintained accurate sales reporting and forecast to Senior Management. Restructured department and instituted training program to cross-training staff, improving efficiency and professionalism of entire department.
 Ensure all aspects of sales are scheduled and documented properly.
 Improved complaint resolution by identifying problems and concerns through monthly surveys call, which resulted in improved customer service satisfaction.
 Developed and implement scripts, incentive contests and ongoing training for all Sales campaigns.
 Spearheaded the installation of Predictive dialer system in order to decrease non-pay churn by 20% and enhancing on-time delivery performance from 80% to 95%. Assist in the development of sales forecast and expense budget preparation.
 Ability to build consensus, persuading others and influence opinions.
 Maintain Service level of 90% on a monthly basis.
 Trained support personnel and made significant contributions in numerous departments, including customer support, and production.
EDUCATION:
Prairie View A&M University -Bachelor of Business Administration,
Dale Carnegie Management, Effective Speaking, Dale Carnegie Sales Course
Presently working toward PHR certification for Human Resource
SKILLS REFERENCES:
Performance Appraisals development, Effective Business Writing Skills, Coaching and Counseling Employees, Interviewing Skills, Interpersonal Relationships, Sales Management, Customer Service Management, Quality Management Skills, Conflict Management Course, Proficient in Microsoft Word, Access, Power Point,, Excel, ADP (EZLM), payroll, Oracle. Possess strong written and verbal skills, highly analytical
PERSONAL DEVELOPMENT:
Volunteer for the Time to Read Commission 2003 - Present
Active member of the Sigma Gamma Rho Sorority, Sisters of Ruth Christian Society
Reference upon Request
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