PROFESSIONAL EXPERIENCE• Assisted with the development and implementation of the Covad Fulfillment project for the nationwide installation workforce which has generated more than $3.5 million of additional revenue since its inception.• Proactively analyzed scheduling and was able to reduce dispatching costs approximately $90k per year.• Analyzed, researched and resolved agent productivity reports that were generated weekly and monthly. The reports were established to provide feedback and increase departmental workflow processes. • Participated and lead workflow improvement projects for internal and external clients, by creating and enhancing standard Operating procedures manual, Dispatch Escalation guidelines manual and overall Dispatch Center Requirements.• Designed highly effective training materials and training programs and provided on-the-job instruction through a classroom based learning environment to all levels of employee and project coordinators.• Received exceptional performance evaluations, earning the ‘’exceeds expectations’’ distinction for two straight years from senior management for superior levels of performance.Specialties: Relationship Building, Knowledge and Expertise, Team Building and Motivation, Customer Service, Competitive Drive & Strategic ThinkingACCOMPLISHMENTS• Identified cost reductions on T1 circuits with our vendors that save $2,100 per month with additional revenue savings of $25k per year. • Assisted with the development and implementation of the Covad Fulfillment project for the nationwide installation workforce which has generated more than $3.5 million of additional revenue since its inception.• Proactively analyzed scheduling and was able to reduce dispatching costs approximately $90k per year.• Received the “Customer Service Hero Award” for 2012 and 2013 for providing outstanding service to our customers.