Responsible for assisting with coordinating the staffing of all field staff/personnel to include, private duty, insurance cases, community outreach and Veterans Administration. Conducted interviews, assisted applicants to maximize recruiting efforts. Reviewed electronic transmittal reports, ensuring that all visit times were accurate and made adjustments prior to week closing.

Additional position assigned March 2015 - Supervised team of 19 associate (15 CSRs & 4 Data Entry)Took on floor supervision duties in Mar 2015. Managed scheduling, attendance, performance, adherence to policies, & evaluations for a team of 19 Call Center Associates. Held 1-on-1 meetings to provide feedback, review concerns, & explain new processes, Schedules quarterly & annual associate performance reviews.

Reported to the Vice President of National Call Center Operations.Promoted to supervise the day to day operations of the Call Center. Duties included compliance with building maintenance; security procedures supply inventory & updates. Contributed in the areas of performance management, productivity, scheduling, analysis, reporting, & payroll & HR. Managed temporary staffing (interview, schedules, time keeping & invoice review). Primary responsibilities:• Provide multiple operational/personnel reports for the Vice President & Director of National Call Center Operations• Provide multiple time-sensitive reports for distribution to the Division General Mgrs, Directors, Site Mgmt Teams & Vendors; • Provide full range of administrative functions including work/vacation scheduling, payroll tracking & submission & HR assistance for 150+ associates; scheduled maintenance requests with Building Mgmt Company, security systems (code assignments, scheduled testing & repairs). • Produced & track employee & high-level company performance reports for submission to the Site Director• Managed Temporary Staffing including interviewing, staff schedules, time keeping & invoice review• Set-up & maintain quarterly associate performance review schedules, insure timely & correct submission to the HR department for processing.• Bi-weekly supply orders-Set-up/maintained Office Supply & Paper Supply tracking spreadsheet to prevent over stocking of unnecessary supplies, reduced storage space needed• Set-up process for Headset Returns, headsets are now exchanged for either new/refurbished rather than always purchasing new. Saving the company thousands of dollars a year

Managed the day-to-day operations of inbound/outbound call center associates;• Supervision of 35 confirmers, 4 supervisors;• Provided support and direction to Managers and Supervisors on time-sensitive matters such as payroll and performance; • Set up and maintained schedules;• Created new incentive programs to motivate daily individual and department goals.• Monitored Field Managers calendars to ensuring proper scheduling and prevent overbooking.• Quality Control, randomly pulled leads checking for accuracy and retrained as required to ensure we provided lead integrity to the field.

Provided Administrative support to the Director of Marketing Services:• Developed and maintained multiple statistical reports for daily call center operations for sixty-five stations; • Prepared weekly and monthly status report detailing statistics of appointments set and confirmed by setters. • Developed training manuals, for use by customer service reps in daily operations, developed maintained spreadsheet for tracking future appointments.• Maintained Do Not Call database• Maintained master site schedules, emergency contact lists• Worked closely with Executive Assistant (EA) to ensure all associate documentation was correct and complete. Including payroll missed punches were obtain from associates to be provided to EA on time to submission.

Supported the firm’s Compliance Consultant and the Pension Administrator with daily projects including the completion of official documents, due diligence, reporting, and follow-up. • Reviewed valuation reports for accuracy and year-end non-discrimination testing• Prepared allocation reports including monthly, quarterly, year-end, and projections• Liaison between pension participants and financial institutions in matters concerning loans, distributions, and vested account balances• Processed contribution files and transmitted completed reports to clients

Primary duties included direct support of the Depot Mgrs of 2 captured enemy ammunition depots in Iraq. Sites were completely void of basic support abilities, required the establishment of all logistics necessary to provide all life, operational & administrative support functions for a final staff of 100+ US & 300 Iraqi personnel. These activities were often conducted under hostile conditions.Tasks included independent decision making in accomplishing the daily duties of the Project Field Office, including the performance of all daily duties involved with site mgmt & administrative functions.Management:•Complete duties of Site Mgr in his absence.•Direct support of a serious situations or declared emergencies on site including notification & coordination with U. S. military units for operational support.•Established & maintained radio/telephone communications concerning emergencies.•Initiate/receive radio communications when critical messages or information must be passed to program/project personnel.Administration Responsibilities:•Insured all required operational reports were generated, maintained/distributed including: Daily Personnel Status, Iraqi Local Hire Attendance, Medical Report & Weekly Personnel Readiness.•Initiate/Track all project financial docs including: preparation/distribution of weekly disbursement report; compiling time cards & the weekly payroll time sheets; tracking the 100% accuracy of all financial documents,•Weekly OT Approval, & Petty Cash Reports Weekly & Monthly.Performed on-site Human Resources duties including: •In-processing of new personnel.•Field administration of benefits (medical, dental, 401k, life insurance).•Review of policies/procedures for company & camp.•Camp indoctrination/Room assignments.•Out processing of departing personnel inc.travel arrangements, travel vouchers & final time cards.•Created/Maintained Finance List authorizing contractor personnel the use of US Army Financial, MWR facilities.

Worked with IBM’s Speech Recognition Division to resolve concerns expressed by domestic and international customers. Provided customers with the information to make informed decisions regarding suitable technology products and services. • Setup and conducted pre-sales marketing, event scheduling, and marketing support• Offered customized solutions to global customers based on personal goals• Maintained an up-to-date knowledge of evolving technology products

Worked with IBM’s Internet Division. Completed office administration duties including tracking invoices, PO’s, and requisition files. Drafted correspondences and scheduled ongoing meetings. • Worked with vendor accounts to ensure invoice accuracy and expense tracking • Coordinated & participated in trade shows; sent follow-up product informational mailings

Firm was one of Florida’s largest warranty companies. Responsible for claims processing, acting as liaison between customers and repair facilities, verifying repair prices, ensuring that prices were competitive, facilitating auto transfers to contracted shops, verifying that claimants’ contracts were valid, maintaining claims records, distributing checks to repair centers, and customer relations. Completed repair assessments to determine financial impacts of repair alternatives.

Was contracted to work for IBM Human Resources. Responsible for office administration, reviewing applicant resumes, scheduling interviews, administering and grading qualifications tests, new-hire orientation, assisting with on-site and off-site job fairs, maintaining employee records, and employee relations.

Responsible for assisting with service department operations, staff training and supervision, overseeing departmental workflow, warranty administration, warranty processing and facilitation, writing-up service orders, processing warranty parts returns, working extensively with parts suppliers, obtaining warranty approvals, employee payroll, quality assurance, and customer relations.

Responsible for directing day to day warehouse operations, staff training and supervision, workflow coordination, receiving deliveries, preparing delivery documentation, ensuring that all merchandise was property placed, preparing reports, transferring merchandise to other outlets, cash reconciliation, stocking merchandise, facilitating price changes, and inventory control.

Responsible for warranty administration, coding warranty repair orders, entering orders into ADP system, recoding and tracking claims, entering pre-delivery inspections into system to ensure payment, supervising service personnel, setting-up cash register, cash reconciliation, entering car purchases into database, maintaining warranty and service files, and customer relations.

Responsible for warranty administration, coding warranty repair orders, entering orders into OASIS and CARES II system, recoding and tracking claims, scheduling appointments and follow-up calls with customers on quality assurance. Prepared work orders, which included totaling man hours and costs. Completed all time cards for parts and service personnel to include type of work and rate; totaling man hours and cost; acted as back up cashier for accounting department.