Entry of medical prescription data with focus on timeliness and accuracy. Perform operations in fast-paced and dynamic corporate environment with ability to shift operating modes and strategies with little or no advance notice. I support and provide an unprecedented focus on privacy and data security to protect sensitive critical data at all avenues as a portion of my daily task execution.

Oversight of operation typical of General Manager role. Performed hiring, terminations, implementation of disciplinary action plans and reviews. Coaching of team members. Fostered positive and upbeat atmosphere to enhance productivity. Designed, tested, and implemented several tools to enhance productivity and accuracy. Demonstrated and practiced enhanced behaviors conducive to creating a rewarding customer experience. Worked in tandem with upper level management to improve the business. Created and coordinated product orders in timely and accurate fashion, performed product transfers as directed by upper management, participated in other location’s events to bolster support and brand visibility. Performed a variety of other tasks as requested by upper management. Accurately compiled and submitted nightly, weekly, monthly, and annual reports on schedule.

Performed all aspects of Central Deal Boarding with a dedicated focus on accuracy and consistency, migrated to position of Merchant Terminal Services in September 2012 and continued to gain relevant knowledge in the financial services / payment solutions field• Dedicated focus on timeliness and accuracy• Streamlined workflow processes for deployment of payment solutions terminals• Analysis and tracking of shipments, arrangement of international shipments, and reporting of shipping activities• Handling of complex shipping requests, facilitated configuration of payment solutions terminals

Arranged, configured, and installed replacement meters for Duke Energy in customer residences to ensure compliance with newly-adopted standard of installing cutting-edge automatic read devices to facilitate remote meter reading. This position included performing maintenance on existing meter equipment to comply with remote-read integration and/or replacement of dated meter systems to ensure safety and compliance• Consistently adhered to Company safety guidelines, performed tasks in timely and concise manner• Friendly approach to on-site customers, dictated to customers precisely what procedures were being performed and encouraged relevant questions to ensure the customer was comfortable with the process(es) being performed• Met or exceeded unit goals in consistent fashion and accepted additions to daily lists to ensure contractual obligations were met or exceeded• Assisted co-workers with difficult meters and situations

Performed handling of complex customer calls with exceptional focus on detail and solutions to enhance the customer experience, worked diligently with several departments to ensure execution of standards to streamline workflow processes, performed agent call monitoring, processed new-hire and termination paperwork, ensured service level compliance, performed quality assurance call monitoring including coverage one-on-one with agents, scheduling, training, attendance monitoring, handled all aspects of call center reporting• Dramatically improved the statistical analysis facet of the business, integrated self-designed metrics tracking tools to enhance efficiency of supervisors in multiple departments, performed key role in revitalizing and redesigning call metrics standards which were more challenging, thus improving the Company market position and enhancing the customer experience• Business-minded with a high degree of customer focus, realizes that maximum profitability and customer excellence are co-dependent, lead by example rather than by dictation• Improved system-wide call center statistics 22.4% through implementation of innovative strategies incorporated throughout the customer contact division across a span of 18 months

Performed workflow analysis, call center statistics composition and tracking, service level tracking and reporting, quality assurance monitoring, attendance tracking, coaching of team members, worked side-by-side with management to ensure Company standards were consistently exceeded, managed layout of ACD telephony including call control tables and hotseat routing and manipulation of hunt groups to suit business needs, performed product reviews, answered dynamic and complex product-related questions for internal and external customers, handled international shipping including but not limited to facilitation of shipments, designing and presentation of shipping quotes to inquiring customers, compiling and conveyance of required customs paperwork for high-ticket items traveling internationally, • Increased productivity 39.12% through cross-platform integration of enhanced customer service strategies• Re-designed metrics-tracking system for Cornerstone Consolidated Services Group, Incorporated which enabled service level administrators and team supervisors to focus on facets which needed improvement in timely fashion coupled with highlighting positive attributes necessary to bolster morale and facilitate necessary positive results, thus improving the customer service experience to our clients• Demonstrated outstanding internal and external customer service on consistent basis, received recognition multiple times for exceeding Company goals, consistently and eagerly tackled Company-presented challenges