About Me: A well-rounded senior level operations expert who is able to make profit and loss business decisions, manage workable and sustainable staff management solutions to keep customers and employees happy while producing profitability.• WinTeam Staff and Project Management – Strong industry experience in managing client Over Time goals, staff recruitment and strategic staff placement. Pay-Roll reconciliation. Security Officer State documentation compliancy requirements, Exporting… Show more About Me: A well-rounded senior level operations expert who is able to make profit and loss business decisions, manage workable and sustainable staff management solutions to keep customers and employees happy while producing profitability.• WinTeam Staff and Project Management – Strong industry experience in managing client Over Time goals, staff recruitment and strategic staff placement. Pay-Roll reconciliation. Security Officer State documentation compliancy requirements, Exporting SAR (Schedule Activity Reports) for staffing cost control and performance management. Attendance reporting and staff accountability management.• Contact Call Center Workforce Management Systems and Tools - Knowledge and experience in call center related and business tools such as Avaya CentreVu queue management, E-Talk, NICE, and IEX/Totalview Work Force Management/Scheduling, Pipkins WFM/Scheduling software, 8 x 8 Telephony switch software.• Contact Call Center Reports Analysis & Project Management – Exceptional experience in excel building Performance Dashboards, Agent Report cards, Attendance and staff forecast modeling, Production floor agent adherence reports and Supervisor team accountability reports of agent productivity goals. Recognized for ability to maintain control of several projects without losing focus or deadlines. An experienced manager in leading new projects and business initiatives to success while maintaining project SLA’s (service level agreements).• Decision-making – Strong use of data mining to supply data driven decisions. Extensive use of Excel, PowerPoint, and Word in presenting tangible results. Capable of solving problems with sound professional judgment, creative and flexible thinking. Strong analytical skills. Show less

Texas Adult Daycare Services - When I Grow Up Project Director 2017-Present• Manage staff and facility Operations. Research and file all documentation with the state certifying regulatory compliance. • Manage P & L of daily operations. Manage, calculate, and issue staff payroll cost.• Manage and insure program tax liabilities are filed with the state.• Negotiate and manage vendor relationships. Manage facility daily operational… Show more Texas Adult Daycare Services - When I Grow Up Project Director 2017-Present• Manage staff and facility Operations. Research and file all documentation with the state certifying regulatory compliance. • Manage P & L of daily operations. Manage, calculate, and issue staff payroll cost.• Manage and insure program tax liabilities are filed with the state.• Negotiate and manage vendor relationships. Manage facility daily operational procedures.• Create and track reports monitoring daily client program enrollment and client meal usage.• Review and process clients eligible for adult daycare services. • Researched, established, and manage insurance credentialing process for all clients covered in the facility adult daycare program. Show less

Texas Health and Wellness Medical Transportation Services Owner 2013-2017• Successful customer service training implementation. Reports analysis on profit/loss report management, staff planning, and candidate customer service testing and coaching.• Successfully manage and coordinate customer client accounts. Proactively provide competent leadership decisions ensuring all metric goals are accomplished. • Resolve customer client escalated issues and provide annual Client… Show more Texas Health and Wellness Medical Transportation Services Owner 2013-2017• Successful customer service training implementation. Reports analysis on profit/loss report management, staff planning, and candidate customer service testing and coaching.• Successfully manage and coordinate customer client accounts. Proactively provide competent leadership decisions ensuring all metric goals are accomplished. • Resolve customer client escalated issues and provide annual Client Account Performance Reports. Show less

IRT – Interactive Response Technologies Sr. Operations Manager 2012 - 2013• Previously managed vendor sales and metric account performance for a fortune 500 client. I successfully managed and lead account performance for over 121 frontline staff, 8 full time supervisors and several account support teams.  Responsible for day to day planning and execution for all staff, performance and operational strategy of center’s daily performance. In charge… Show more IRT – Interactive Response Technologies Sr. Operations Manager 2012 - 2013• Previously managed vendor sales and metric account performance for a fortune 500 client. I successfully managed and lead account performance for over 121 frontline staff, 8 full time supervisors and several account support teams.  Responsible for day to day planning and execution for all staff, performance and operational strategy of center’s daily performance. In charge of profit and loss business decisions and fiscal compliance for core operations, including staff planning Show less

Professional ProfileThinOps/S4 Communications Sr. Operations Sales Manager 2011 – 2012• Successfully managed and led account performance for over 150 frontline staff, supervisors and support teams to gain consistency and stability in executing service goals to exceed customer and client expectations for a Fortune 500 retail energy client and a Fortune 100 telecommunication client.  Hands on leader responsible for day to day planning and execution… Show more Professional ProfileThinOps/S4 Communications Sr. Operations Sales Manager 2011 – 2012• Successfully managed and led account performance for over 150 frontline staff, supervisors and support teams to gain consistency and stability in executing service goals to exceed customer and client expectations for a Fortune 500 retail energy client and a Fortune 100 telecommunication client.  Hands on leader responsible for day to day planning and execution for staffing, performance and operational strategy to administer contact center’s sales performance by reviewing, analyzing and guiding all sales and telemarketing performance, sales dashboard, regional trends and analytics, sales /contacts per hour as well as market and customer segmentation, account penetration, territory performance and service P&L. • In charge of profit and loss business decisions and fiscal compliance for core operations, including staff planning, call forecasting, budgeting, cost management, technology and new service initiatives .• Responsible for creating coaching and development action plans to maximize and provide effective employee development . Show less

• Responsible for maintaining and building client relationships/account growth.• Responsible for hiring and managing staff personnel. • Creating Supervisory and Management objectives and creating development workshops.

(The company The New Release was later purchased by the NCR corporation where I was promoted into a new responsibility)• Operations Manager-Modify Operations as needed to meet service level agreements on client driven initiatives.• Managed day to day call center operations to ensure performance objectives were achieved • Assessed effectiveness and efficiencies of existing call center tools and reporting using call performance hardware and software with responsibility for developing… Show more (The company The New Release was later purchased by the NCR corporation where I was promoted into a new responsibility)• Operations Manager-Modify Operations as needed to meet service level agreements on client driven initiatives.• Managed day to day call center operations to ensure performance objectives were achieved • Assessed effectiveness and efficiencies of existing call center tools and reporting using call performance hardware and software with responsibility for developing performance development tools• Successfully implemented a seven member support lead group “Production Lead Representative”. Show less

I was previously employed with CounterforceUSA as a Service Supervisor where I was responsible for the recruitment, hiring, contract negotiating, and management of over 127 Sub Contractor’s in over 47 states including Puerto Rico for CounterforceUSA Service Department over the North American Market. I also manage a team of direct reports (8) Eight employees and a Jr. Accountant on a daily basis. My responsibilities were to manage daily employee performances by coaching, developing, and… Show more I was previously employed with CounterforceUSA as a Service Supervisor where I was responsible for the recruitment, hiring, contract negotiating, and management of over 127 Sub Contractor’s in over 47 states including Puerto Rico for CounterforceUSA Service Department over the North American Market. I also manage a team of direct reports (8) Eight employees and a Jr. Accountant on a daily basis. My responsibilities were to manage daily employee performances by coaching, developing, and counseling production floor staff on Customer-Care techniques and Escalated Customer Service Resolutions. Show less

I managed a team of (21) Twenty One employees on a daily basis. My responsibilities were to manage Time Warner employees performance by coaching, counseling, and advising the technical staff of current Customer-Care techniques and Operable Trouble Shooting Solutions. These proprietary resolutions and customer care issues supported many various operating systems as well as hardware fixes for Cable Services and products, Road Runner Cable Modem installation set-ups, Digital Phone VOIP support… Show more I managed a team of (21) Twenty One employees on a daily basis. My responsibilities were to manage Time Warner employees performance by coaching, counseling, and advising the technical staff of current Customer-Care techniques and Operable Trouble Shooting Solutions. These proprietary resolutions and customer care issues supported many various operating systems as well as hardware fixes for Cable Services and products, Road Runner Cable Modem installation set-ups, Digital Phone VOIP support, and TCP/IP network component protocols. I was also responsible for Team Escalation Support for intensive customer care support problems. My duties also include payroll responsibilities, BI-Annual and Yearly Performance Reviews. Show less

I managed a team of (36) Thirty Six employees on a daily basis. My responsibilities were to support the SBC-DSL and Yahoo-DSL account by consulting, coaching, counseling, and advising the technical staff of current Customer-Care techniques. Coaching agents on Hardware and Software resolutions for customer care issues as well as hardware fixes for DSL Modem installation set-ups, Dial-Up Modems.