Managed an outbound pay for performance sales contract for a large ISP.

Ran day to day operations. Coached and trained employees. Responsible for ordering and researching new products. Responsible for keeping website up to date. In charge of organizing and running events. Responsible for researching and buying used collectibles from customers and determining values. In charge of hiring and firing of employees and maintaining proper staffing levels.

- Worked as an Operations Supervisor for a payment services contract and a cell service contract-Experienced in Workforce management as Intraday TA- Graded, coached and developed agents and mentors on calls on a team of up to 50 agents- Responsible for ensuring agent schedule adherence- Responsible for overseeing training of new agents for the contract- Resolved supervisor escalations and payment disputes of customers- Responsible for ensuring adequate call coverage and adjusted scheduling as needed to maintain service level- Oversaw and assisted with training for a smooth transition of contract- Responsible for keeping team within contract metric goals- Highly experienced with call center reporting- Experienced with Aspect, Empower, Real Time Adherance software, Comp IQ, - Highly Experienced with Microsoft Office - Responsible for reviewing, editing and submitting employee time cards in a timely manner- Responsible for holding agents accountable through corrective action plans and termination- Responsible for identifying causes and resolutions for unusual call volume- Responsible for presenting monthly and quarterly metrics along with explaination and resolution for any issues- Responsible for keeping employee records secure- COPC certified and PCI compliant- Responsible for creating and implementing incentives programs for agents- Skillsoft Leadership Certified- Created utility reporting that is still curently used for Workforce management at Telvista- Responsible for identifying outages, finding a solution, and notifying impacted departments- Responsible for completing monthly, quarterly, and yearly evaluations