Crystal Hill Email & Phone Number

Phoenix, Arizona Area

Supervise workforce management team responsible for Capacity, In-day routing, and Pre-routing Field Techs. Coach and develop the performance of the CommCenter workforce management team to ensure they have the capabilities required to meet targets and increase customer loyalty.Review performance data (e.g., scorecard, monitored calls, etc.) and diagnose performance gaps to address performance and productivity issues. Implement and document coaching, performance improvement, and recognition plans, as well as performance evaluations to optimize individual and team performance. Manage day-to-day CommCenter workforce management activities to maintain momentum and a sense of urgency toward desired results. Continually focus on driving high standards of performance, correcting performance gaps, and work to overcome obstacles and meet or exceed challenging goals.Review calendar, schedules, and tasks to plan/modify work schedules and ensure customers are served and priorities are achieved.

Phoenix, Arizona Area

Selected for Interim Comm Center Supervisor role.Coached and developed the performance of the CommCenter Operations team to ensure they have the capabilities required to meet targets and increase customer loyalty.Lead team meetings/huddles to cascade information, coordinate efforts and communicate changes in direction, products, policies, expectations, and performance against service, quality goals, processes, and standards.

Phoenix, Arizona

Maintained anywhere from 20-157 technician routes for the SWR (AZ/LV) daily.Managed/Routed all work orders for the ASC/Region assigned daily. Created, implemented, and maintain SWR WFM Newsletter. Created, implemented, and maintained SWR Comm Center Blog.Created Method and Process documents for internal employee day to day use.

Las Vegas, Nevada Area

Promoted to Specialist II within 9 months.Awarded 2 Overall Top Performer, 3 Excellence & 2 Performance Awards

Las Vegas, Nevada Area

Successfully transitioned into a new position in the Comm Center assisting technicians with diagnosing technical or route issues.

Las Vegas, Nevada Area

Selected for a new position with technical support after maintaining Account Services position for four years.Assist team members with diagnosing technical issues. Coordinate with internal departments to resolve customer issues. Duties include: managing high volume phone lines, troubleshoot all cable services, light billing issues, service issues, account changes, sales, and retention.

Las Vegas, Nevada Area

Duties include: managing high volume phone lines, assist with billing and credit issues, service issues, account changes, sales, and retention.

Wrote a short story that was included in an Anthology Series.

Wrote a short story that was included in an Anthology Series.

Efficiently performed duties for three positions daily including: Financial Administrator, Inventory Manager, and Client Services Rep.Financial Administrative tasks successfully maintained for WildBlue, and for eleven different divisions of Intel® without prior experience. Served as the primary contact for four clients.Maintained daily, weekly, and monthly reports for co-workers and superiors.Received Recognition for contribution on Intel® Preferred Quality Supplier Award for three consecutive years

Duties included training for marketing comprehension, ISO processes, group databases and customer care for The Hibbert Group.Temp-to-hire position resulting in a full time position with The Hibbert Group.

Associate Of Applied Science, Human Resources Management/Personnel Administration, General, 3.7

Activities and Societies: Delta Epsilon Tau Honor Society

Career Diploma, Freelance Writer

High School Diploma, High School Diploma