As an actor with the Palm Beach Players for Change, I contribute to a performing arts troupe that stages shows and plays to support fundraisers and worthy causes. Our mission is to use the power of performance to make a positive impact in the community.

HR Manager / Business Partners embrace a strategic role within a company, focusing on the big picture and the broad role of HR rather than the details. We look at the overall goals of the organization and its leadership to shape HR policies and procedures to help reach the desired outcomes. HR Business Partner roles and responsibilities: Work with a company’s upper management to determine their current HR needs. Work closely with the HR and recruitment teams to help implement goals set by upper management.Create strategic ways to improve the relationship between the company’s leadership and its employees.Monitor the budget for the HR department and allocate funds when necessary.Evaluate the company’s current departments and roles before comparing them to the company’s goals and objectives.Work with recruitment professionals to identify necessary roles for growth within the company.Help oversee and create job descriptions to attract candidates.Participate in the candidate screening and job interviewing processes to ensure new hires align with upper management’s goals.Draft new HR policies in accordance with organizational goals, industry trends and labor laws or regulations.Stay current on HR trends to develop solutions using current best practices in the field.Ensure a strong understanding of laws and regulations to help the company stay in compliance.

The Director of Care Connections serves as the professional and administrative leader directing, planning and assuring the coordination of the clinical, patient care and fiscal activities of the Care Connection department and Emergent nursing staff. Functions as a liaison between administration, physicians, and supervisors utilizing a teamwork approach. Ensures compliance with all federal, state and Joint Commission regulatory requirements. Has direct administrative oversight of overall operations of the Care Connections (CCNX) group. Oversees the functions of the Tele-nursing Communication center organizing and controlling the operation focusing on the schedule development and assignments for nursing resources, inbound and outbound quality call processing, and customer service issues. Provides guidance and planning for the Call Center. Serves as a liaison between the Communication Center and its customers. Provides feedback to CCO as to issues/concerns with staff, volume or training needs.

Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff at the Tele-Nursing Communication Center for TrustBridge. Call Center Manager Job Duties:Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

Channels of responsibility include web, automated phone system, and customer contact center.Advocate on behalf of the Customer during all business engagements to ensure a consistent and valuable experience for each CustomerDrive people, process, and technology initiatives to optimize the Customer experience end-to-endDefines functional requirements and specifications, high level processes and system solutionsDrive product/program quality improvements based on Customer feedback and core Customer Service performance measurementsUse business analytics and intelligence to provide insight to all relevant product/project stakeholders to create and drive change to improve the Customer experienceIdentify opportunities to develop and drive solutions to enable automated tools and applications for Customer self-service related to Help and InformationLead and coordinate design/implementation efforts, make appropriate trade-offs to optimize time-to- market, clearly communicate goals, roles, responsibilities, and desired outcomes to internal cross-functional and remote project teamsWorking with external business partners to ensure shared services are aligned and that the highest quality customer service is maintained

The Human Resources Compliance Investigator works directly with leaders, managers and employees to provide advice and coach both parties on all employee relations issues. The role provides strong partnership on performance management, disciplinary processes, legal issues, investigations (EEOC and DOL), conflict management, etc. Work involves assessing and resolving complex employee relations matters ensuring consistency enterprise wide. The role helps to ensure a fair and consistent approach to NextEra Energy’ s policies and procedures, thus promoting a positive culture within the business, while minimizing risks and exposure. The role requires skill, tact, persuasion, judgment, and/or negotiation skills to accomplish objectives.Position ResponsibilitiesEffective case management of people related issues such as: complex ER issues, disciplinary actions, legal issues (harassment, discrimination, leave, accommodations, etc.), performance management (including Performance Improvement Plans and Coaching plans), policy interpretation and investigations.Utilize various conflict management techniques, including training, mediation, conflict coaching, etc.Provide advice and counsel to leaders on HR practices, policy, and employment laws.Partner with Legal in conducting investigations, research policies/practices, create and gather documentation, make recommendations and implement resolutions when applicable.Maintain strict confidentiality throughout conversations and investigations.Manage highly confidential human resources information and exercise sound judgment in handling or working with confidential data and situations.Must have great attention to detail and the ability to analyze and interpret facts.

My job is to provide a comprehensive HR management advisory and consultancy service to staff and management. We manage operational human resources related issues, including development and communication of policies, training administration, human resources reporting and coordinating in recruitment process, remuneration and performance management processes.

The job of a Call Center Operations Manager entails ensuring the execution of the business plan in an efficient and profitable way. This position manages/lead teams responsible for daily Customer Service Call Center operations and project management, requiring minimal or no direction. Ensures that departmental goals are achieved which directly contribute to the overall success of FPL. This position is responsible for short-term operational and business planning strategies, decision-making, performance management (to include talent selection), employee motivation and recognition, and promoting a totally safety culture. Leader of 4 to 6 exempt professionals and over 200 non-exempt employees and is on call 24 hours a day. Requires supervision and or interaction with vendors, consultants, other business units, and regulated entities. Works directly with the Call Center Sr. Manager and Senior Management.

Supervisor Customer Care Operations touches upon all operational functions. While a call center provides a particular service for its callers from an array of possible options, the core duties of Supervisors remain quite similar. A Customer Care Supervisor actively enforces the operation's goals, policies and procedures, implements standards in the company's training and development, supports agents, handles escalations, monitors the cue, and works in conjunction with administration.Acts as the chief agent, supervisory assistant and administrative liaison. Supervisors possess expertise of all agent-related duties. As a resource for company knowledge and operating procedures of such a call center, a Supervisor presides over agents, calls in queue, transactions, escalations, and quality of operation. Other supportive responsibilities for the Supervisor Customer Care Operations consist of monitoring, coaching, and various forms of practical administration.Responsible for the recovery of $2-4 million to avoid write-offs for the company.

A training delivery specialist is someone who teaches employees how to become a customer service representative. Trainers instruct customer service reps on important aspects such as how to conduct themselves on the phone, as well as how to operate other office equipment needed to make a sale or handle a customer's inquiries. A call center training specialist must possess strong written and verbal communication skills. Trainers are highly organized, energetic and patient, as they are teaching employees who are at the entry-level stage. Trainers feel comfortable speaking in front of a group of people on a daily basis, as well as remaining professional and courteous as they offer individual instruction. On top of those things, trainers have excellent technical and mathematical skills, since most of a center's calls are handled via headset and computer.

As an Inbound Customer Service Associate I was responsible for handling calls from new and existing customers regarding a variety of requests. Using my knowledge of products and services as well as great customer service skills, I would address issues, provide support and offer information, as needed, to keep customers satisfied and retain business. Worked in several segments of the Career Path.

As Owner and Operations Manager my responsibilities are:Marketing the facility and any special events.Managing staff and dealing with the technical aspects of fitness provision and health and safety. Accountable for the overall profitability of the gymAdditional work activities:Designing and promoting activities to meet customer demand and generate revenue;Advertising and promoting the gym to increase usageHealth and safety checks on the equipment and siteManaging maintenance, insurance, repairs and cleaningMaintaining high levels of customer care, with a focus on avoiding loss of existing usersHandling complaints and incidents, e.g. accidents and emergencies or theft;Delivering fitness training and coaching in sports activitiesPurchasing equipment and supplies

Served in the 1/124th Infantry Regiment for the Florida Army National Guard