Brenda Edwards Email & Phone Number

Effingham County, Georgia And Chatham County Ga

 Recruit, Train, Coach, and Mentor 20+ pertipants per competition per year.  Produce and coordinate two local competitions that each attract approximately 300 guest annually Provide leadership for volunteers, vendors, and candidates Collaborate on stage production including theme and set design, choreography, lighting and sound Establish and manage program budget, secure facilities, recruit and solicit donors, sponsors, and volunteers

Tamarac

Responsible for the organizations strategic goals and objectives as well as day-to-day operation. Key responsibilities include volunteer recruitment and supervision, financial oversight, organizing and coordinating fundraising activities. The organization was founded in 2005. I am pleased to serve as a full time volunteer since May of 2014.

Fort Lauderdale, Fl

Office Manager, Bookkeeper, Executive AssistantProcess all financial transaction via QuickBooks including Accounts Payable, Accounts Receivable, Bank, Credit Card, and Merchant account reconciliations.Ensure accuracy of financials via monthly review of Profit & Loss statements.Programs and Events support: guest check-in, auction and silent auctions, event set up, close out and income reconciliation.Manage billing and collection of lifetime and regular membership dues. Manage new hire on-boarding process including setting up heath care and financials training including expense reporting processes and QuickBooks chart of accounts.

Plantation Fl

Manage team of 17 front line customer service/collections representativesResponsible for negotiating with card holder and vendor to resolve disputed charge card transactions.Mange escalated calls and high value customer disputes including Black Card holders.Responsible for hiring, terminations, coaching, performance reviews, individual and group performance metrics. Achieved National Network Champion for best results four times during the seven month program.Achieved Most Valuable Player recognition based on customer feedback metrics.

Miramar, Fl

Regional Director:Direct daily operations of a 500 seat regional Sales and Customer Service Call Center Provide leadership for staff consisting of 390+ Sales and Service Representatives, 37 Supervisors, and eight managers. Responsible for annual budget in excess of 33.7 million.Average call volume of 390,000 contacts per month generated by a customer base of 700,000 subscribers. Coordinate sales and customer service strategy across functional lines including retail sales centers, installation, dispatch and repair centers.Met and/or exceeded NCTA (National Cable Television Association) and Local Franchise Authority service level agreements every quarter.Director, Corporate Customer Service: Responsible for providing Corporate Level oversight of all locations within the national network of Call Centers.Conduct quarterly on site audits of Call Center Operations including in-house centers and out-sourced operations.Partner with local leadership teams to implement best practices including call handling efficiency standards, sales coaching, performance improvement processes, work force management standards, customer service skill enhancements and training.Six sub-standard markets met or exceeded sales and service level agreements after four to six week engagements at each site.Call Center Director:Responsible for sales and service of Telephone, High-speed Internet, and Cable TV product lines.Reversed below standard service levels within two months of employment.Implemented “first call resolution” practices resulting in a 95% reduction in calls escalated to management level.Implemented score cards for each performance level including front line reps, supervisors, managers and Center level.Center level score card improved from 72% to 93% during the first quarter after implementation.

Williamsville, Ny & Denver, Co

Responsible for Transaction Management teams located in three different states. Process customer service orders generated via transaction data base applications rather than inbound/outbound calls. Developed and implemented consistent operating practices for all three Transaction Centers.Established performance metrics, quality standards, service level agreements, people and process management standards.Created center and network level performance review processes.Facilitated weekly and/or monthly performance review presentations for Senior Leadership Teams.

San Juan, Puerto Rico

Spanish Language sales and service calls from Central America, the Caribbean, South America and the USA.Clients included CitiBank, Sprint, Puerto Rico Tourism Authority, Casiano Communications Publishing division.Facilitated sales presentations, staff meetings and client meetings in Spanish.Full accountability for $500K Call Center Technology upgrade including vendor selection, hardware and software selection along with network and IT configurations.

Boca Raton, Orlando & Jacksonville, Fl, Pennsylvania, Colorado

Workforce Management-CMS, Hispanic Accounts Manager, Partner Relationship Manager, Call Center Manager, Team SupervisorSmall Business Sales Manager, Account Manager, Retail Sales Representative, Customer Service Representative, Order Entry Representative.

Education record

Activities and Societies: Kappa Alpha Theta

Education record