Team Manager:Led team of up to 17 customer service representatives in call center environment, spanning several different call types. Managed timecards, coaching log documentation, monthly and annual performance appraisals, scheduling adjustments, disciplinary actions and terminations.• Coached and developed team, ensuring high level of performance to meet customer and business needs. • Mentored and motivated agents, facilitating career development and upward mobility.• Developed and implemented Community Engagement Team, increasing company’s visibility to boost hiring and reduce attrition. • Served as Community Engagement Coordinator, planning and executing charity events and volunteer opportunities. Won President’s Volunteer Service Award in 2019, 2020, 2021 and 2022. Change Agent:Assist several teams in the organization by facilitating training and workshops dedicated to improving the Customer Experience both internal and external.Coaching Team Managers, Team Leaders, team members and support staff to develop an understanding of our continuous improvement management system. Providing guidance to Team Leaders and Team Managers on improving coaching techniquesCommunicating the vision for change initiatives to site leadersMotivating teams and individuals to set aspirational goals beyond their current comfort zoneManage and drive continuous performance improvement in the call center environment by providing timely actionable feedbackPartnered with support teams to explore and define what the Customer Experience initiatives would look like for their specialized departments. Peer Coaching - 2006Responsible for maintaining and enhancing the knowledge of new Customer Service Representatives when they transition to OJT from classroom training. Assisted with ramp up of new facility from 48 CSR's to over 1000 CSR's.

2006Supporting incoming telephone calls to assist customers with billing and technical issues with the use of our reference programs and alternate resources. Research complex billing issues, and identifying discrepancies in accounts to resolve the issue.

Law enforcement dispatcher center, incoming 911 calls, dispatching police, fire, medical or highway patrol as needed.

Responsible for emergency services operation and response coordination in fast paced stressful environmentWriting detailed logs and reports of information gathered for officers as well as court appearancesWarrant coordination-database and internet research for warrant entry and subject locationKnowledge of jurisdiction, surrounding areas, and local, state and federal laws

Responsible for emergency services operation and response coordination in fast paced stressful environmentWriting detailed logs and reports of information gathered for officers as well as court appearancesKnowledge of jurisdiction, surrounding areas, and local, state and federal laws