Prepared financial reports for 30 marketing campaigns on a daily, weekly, and monthly basisReduced refunds by 42% by reviewing each Customer Care advocate’s performance ensuring proper procedures were implemented that corrected performance shortfallsTeamed with Quality Assurance to select individuals to be promoted to specialized campaigns Reported directly to the CEO to ensure the sales and refund ratio met or was under target rate of 12%

Coached new hires in an effort to ensure the quality assurance standard of 92% was upheld Negotiated with bank dispute department representatives and legal representatives to ensure customer claims were resolved without bank or legal dispute Company had prospective clients listen to my sales calls resulting in increased new business

Advocated on the customers behalf to resolve product and billing issues while following standard operational procedures specific to each campaign and productPromoted as part of a New Hire Mentoring Program, to which aided new hires in the transition from the training room to the floor operations while maintaining the Quality Assurance Standard of 92% Deescalated billing issues in an effort to reach a resolution pertaining to 60 different products while maintaining 12% refund rateNotable accolades include Employee of the Month (Oct 2018), 90 day Perfect Attendance Award, Quality Assurance award and Lowest Refund Rate award (Dec 2018)

Assisted in training classes with a classroom capacity from 50-75 new hires at one time Coached, trained, monitored a team of 25 floor employees to ensure they were meeting daily production goals while maintaining a high level of qualityResponsible for Quality Assurance Reports for each of my associates Set up the OPM, Outlook, and Cisco Finesse System software for each new employee Involved in the Script Progression Project in an effort to continuously review and revise the flow of the script to ensure all HIPPA compliance variables were included throughout the script.

Conducted needs assessment analysis reports (NAR), used the results to formulate training modules for new and established hires Worked within Recruitment in the areas of conducting pre-screening interviews, establishing compensation/ benefits, and new hire orientation Managed customer acquisitions and generated approximately 100K of new revenue in sales per quarterBusiness analysis in terms of quantifying office revenue against other marketing campaignsProject Manager of the Transportation Consolidation Plan which saved cost on travel expenses Face-to-Face interstate sales in territories that ranged from Colorado, Georgia, to Florida

82 practical hrs. of Basic and Domestic Mediation Training Facilitated court ordered negotiations for a range of issues on the Civil (small claims), Juvenile (delinquency), and Domestic level (sensitive in nature) Coached disputing parties into reconciliation that was beneficial to all parties using an interest-based negotiation approach

Specialized in research and development using Excel and SPSS Information Software Participated in the formulation of various grant proposals for the Lake Lanier Watershed ProjectProofed publications for statistical accuracy for Journals that included Conflict Resolution Quarterly

Trained new hires in the areas of company policy/procedure, product knowledge and state and federal health regulationSelected to serve on various Health and Safety Designated Customer Service Liaison which assisted in problem-solving consumer disputesDesigned promotional displays for featured products

Collaborated with insurance companies and their clients to ensure that car repair claims were executed in a manner that was cost efficient and time specific Inspected final car repairs to ensure that they met company standards without exceeding the finale insurance quote Appointed Company Representative in claim disputes that involved issues between the client, and insurance company