Manage day-to-day operations and assigned staff within the FedEx Ground Operations Station. Responsible for ensuring safe and efficient package sortation through the management of Package Handlers. Manage administrative employees and functions and ensure administrative processes are compliant with FXG policies and procedures and governmental regulations.

Manage Third Party Vendor tools and relationships across several businesses globally. Focused on ensuring the best value is obtained from external product and service providers while controlling exposure to vendor related risk. Specialize at strategically working with our partners to manage interrelationships upon procuring and provisioning new services. Profile and select vendors, negotiate competitive costs for services, consolidate and maximize service structures. Evaluate and monitors… Show more Manage Third Party Vendor tools and relationships across several businesses globally. Focused on ensuring the best value is obtained from external product and service providers while controlling exposure to vendor related risk. Specialize at strategically working with our partners to manage interrelationships upon procuring and provisioning new services. Profile and select vendors, negotiate competitive costs for services, consolidate and maximize service structures. Evaluate and monitors contracts to ensure vendors comply with contractual terms and conditions. Show less

Responsible for the global day-to-day functional administration of PayPal’s Contact Routing Team (Avaya ACDs, Kana Email Delivery, Genesys Contact Routing and Kronos Timekeeper Systems). Duties include updating, maintaining, and understanding the Genesys hosted contact center platform combining both Avaya and Kana customer interactions. Responsible for the Kronos Timekeeper system with a great attention to detail for a multi-skill, multi-site environment. Works directly with Workforce… Show more Responsible for the global day-to-day functional administration of PayPal’s Contact Routing Team (Avaya ACDs, Kana Email Delivery, Genesys Contact Routing and Kronos Timekeeper Systems). Duties include updating, maintaining, and understanding the Genesys hosted contact center platform combining both Avaya and Kana customer interactions. Responsible for the Kronos Timekeeper system with a great attention to detail for a multi-skill, multi-site environment. Works directly with Workforce Management Teams, Product, IT, Telecom, & other Business Units to implement call and email routing.Collaborate with business and technical partners to understand global strategic business objectives, translate these into business goals, and identify needs. Integrate the necessary changes to routing rules, aliases, phone numbers, AUX Codes, vectors, VDNs and skills/queues as needed to deliver the global customer contacts appropriately. Show less

Provide direct supervision, instruction, guidance and direction to Fraud staff. Monitor daily workflow to ensure that daily reports/requirements and fraud database/files are current in global 24x7 staffing environment that includes providing feedback and coaching on job performance, serving as a resource for escalations, especially high $ interviews, fraud issues, agents, consumers, CSR, CSD, ASMG, Risk, etc. and providing training as needed on more complex issues and keep management informed.… Show more Provide direct supervision, instruction, guidance and direction to Fraud staff. Monitor daily workflow to ensure that daily reports/requirements and fraud database/files are current in global 24x7 staffing environment that includes providing feedback and coaching on job performance, serving as a resource for escalations, especially high $ interviews, fraud issues, agents, consumers, CSR, CSD, ASMG, Risk, etc. and providing training as needed on more complex issues and keep management informed. Create and maintain employee records that include: Performance appraisals; Performance management documents; TimeTrak record keeping and Attendance records. Interview and select new employees - coordinate access and appropriate training for new hires. Recommend workflow, procedural or report enhancements to streamline efficiencies (develop ITR requests, work thru IT dept; user acceptance testing and implementation). Field internal, external, international questions. Participate and provide feedback to state or federal audit personnel, such as IRS, Arizona, California, etc. Support/participate/contribute to existing or new fraud investigation/prevention programs and initiatives. Special projects as assigned. Reporting of fraud caseload/other metrics as assigned. Host visitors from external/internal personnel; such as customers, agents, law-enforcement, etc. Show less

Responsible for creating and establishing fulfillment operations for on-line loyalty redemption program offering travel, merchandise and gift card options. Loyalty Innovations was formed to provide travel and travel-related loyalty solutions to the card payments industry and other wide audience customer groups.Loyalty Innovations is America's most experienced provider of travel and travel-related enhancement services and reward programs. We are dedicated to building, managing and… Show more Responsible for creating and establishing fulfillment operations for on-line loyalty redemption program offering travel, merchandise and gift card options. Loyalty Innovations was formed to provide travel and travel-related loyalty solutions to the card payments industry and other wide audience customer groups.Loyalty Innovations is America's most experienced provider of travel and travel-related enhancement services and reward programs. We are dedicated to building, managing and fulfilling innovative loyalty/rewards programs, both online and offline. Keeping your best customers active, satisfied and loyal is fundamental to your success. Loyalty Innovations is America’s leading loyalty solutions company. We are dedicated to building, managing and fulfilling innovative loyalty/rewards programs, both online and offline. Show less

Full accountability and responsibility for the total production operations, inventory/assets and security management, as well as leadership and development of subordinates. Responsible for maximizing all resources to meet all CPWU and cost reduction goals, to maximize profitability, while assuring Quality of Service goals are attained and / or exceeded. Responsible for developing and managing the day-to-day operations, including all front-end and back end order processes and procedures,… Show more Full accountability and responsibility for the total production operations, inventory/assets and security management, as well as leadership and development of subordinates. Responsible for maximizing all resources to meet all CPWU and cost reduction goals, to maximize profitability, while assuring Quality of Service goals are attained and / or exceeded. Responsible for developing and managing the day-to-day operations, including all front-end and back end order processes and procedures, and system related functions necessary for order fulfillment. Provide the management and foresight necessary to ensure that GiftCertificates.com operations has the proper procedures in place to help effectively grow the organization and to ensure operating efficiency. Responsibilities include the creation, documentation, and enforcement of highly efficient operational processes; troubleshooting and problem solving. Show less

Responsible for daily production of 3.1 million Mastercard/Visa credit card statements, maintaining both internal and external Service Level Agreements as required by various financial institutions.Selected, managed and evaluated a staff of 330 exempt and non-exempt employees. Assisted supervisors to develop, train, and motivate associates to acquire maximum quality, efficiency, production, and Morale.Collaborated to provide all processes and procedures for all groups… Show more Responsible for daily production of 3.1 million Mastercard/Visa credit card statements, maintaining both internal and external Service Level Agreements as required by various financial institutions.Selected, managed and evaluated a staff of 330 exempt and non-exempt employees. Assisted supervisors to develop, train, and motivate associates to acquire maximum quality, efficiency, production, and Morale.Collaborated to provide all processes and procedures for all groups within Output Services i.e., Warehouse distribution center, Zip sort, Print shop, Customer Service, Technical Support, Training, Vendor Management and Quality Assurance. Show less

Responsible for Merchant Services Point of Sale call center operations. Managed staff of 160 exempt and non-exempt employees. Accountable for high level resolutions to merchant issues including escalated calls and presidential complaints. Worked directly with Bank Account Executives to convert credit card processing merchants to the First Data Card processing platform.Created project plans for each bank conversion to determine staffing requirements and/or completion date for… Show more Responsible for Merchant Services Point of Sale call center operations. Managed staff of 160 exempt and non-exempt employees. Accountable for high level resolutions to merchant issues including escalated calls and presidential complaints. Worked directly with Bank Account Executives to convert credit card processing merchants to the First Data Card processing platform.Created project plans for each bank conversion to determine staffing requirements and/or completion date for each conversion. Show less

Responsible for daily shipping/receiving of all financial institution media. Managed staff of 125 associates required to pick and pull orders for production floor. Coordinated daily with multiple production departments to ensure both internal/external Service Level Agreements were met.Developed, refined, and implemented policies and procedures to optimize personnel and equipment resources.Investigated inquiries and generated responses to customer service representatives… Show more Responsible for daily shipping/receiving of all financial institution media. Managed staff of 125 associates required to pick and pull orders for production floor. Coordinated daily with multiple production departments to ensure both internal/external Service Level Agreements were met.Developed, refined, and implemented policies and procedures to optimize personnel and equipment resources.Investigated inquiries and generated responses to customer service representatives concerning inventory levels and quality assurance practices. Show less