Monitor and evaluate CSA calls. Track and analyze error trends, develop SOPs. Auditing claims and implementing new benefit plans. Consistent quarterly increase in call quality, decrease in CSA errors.

Responsible for coordinating talent for tv/film production company for individual projects. Currently the company is in pre-production with four feature length films and a tv show. In addition, coordinate the daily activities of the CEO, attend meetings, review minutes, travel arrangements, inter-departmental communications.

Responsible for daily coordination of inbound call center for third party insurance administrator. Developed daily reporting system which tracked call flow, allowing company to streamline department and handle more calls with less staffing. Implemented cross-training within call center, and then throughout various departments which allowed company to handle higher volume without additional staffing. The abandon rate dropped from 5% to less than 1%. The company met all monthly contractual SLA’s once the cross-training was implemented. In addition, during open enrollment the staff was able to handle a 50% increase in call volume, without hiring temporary staff. The ability to handle the increased volume during specified times, was due to projections, cross training, automation of data entry and delegation of responsibilities based on individuals strengths versus weaknesses. Responsible for implementing new client training programs, quality assurance, voice over and scripting for phone lines.

Responsible for the day-to-day organization of the office. Duties include securing new contracts; developing press kits; writing press releases; developing business plans; daily interaction with clients; event coordination & sponsorship solicitation; invoicing; assigning maintenance duties; preparing monthly management reports; preparing minutes for monthly meetings; preparing quarterly newsletter; bid solicitation; supply purchasing; implementing & maintaining filing systems; travel arrangements; property management.

Corporate trainer for a large 24/7 in-bound call center. Responsibilities included developing and implementing training programs; increasing call volume; increasing agent “hang time;” developing incentive programs. Transferred to this company from the New York Office. Promoted from the position of Executive Assistant for the Call Center Manager.

Responsibilities included reviewing daily ad copy for errors; pulling ads from archives; submitting credits for approval; upselling additional ad space.

Entertainment Company managing new artists and offering consulting services including publicity, artist development and submission of product to major record labels. (During this time also worked for ATN/NY as an Assistant Manager. They relocated to Miami FL, and I joined them in Miami in 1994)

Booking agent responsible for contract negotiation and coordination of tour schedules for major recording artists throughout the North East and Mid-Atlantic region of the United States . Responsibilities included booking dates in primary, secondary and tertiary markets; coordination of publicity information; daily interaction with Promoters, Artists and Managers; issuing contracts and riders; collection of contracted monies. Promoted from Executive Assistant for the Head Tour Agent.

Responsible for submitting entries to contests for the Television Production Division; writing press releases; answering daily correspondence; assisting in day-to-day production schedule where needed.