•Responsible for supervising staff.•Providing dispute resolution for internal and external customers and merchants.•Manage research and escalation functions of 19+ team members and team lead. •Supervising work flow and quality of representatives.•Overseeing resolution of complex requests/disputes.•Working with management team to identify problems and improve service levels. •Interfacing with other departments and credit bureaus to resolve problems. •Communicating company policy, procedures, and practices. •Making employment decisions and setting performance standards.•Training and coaching staff to meet business objectives. •Conducting performance evaluations.•Performing analysis.•Completing projects assigned.

•Establish and accomplish all sales goals through strong communication, and building a culture of engaged team members. •Maintaining core values and mission though consistent leadership in both speech and action.•Teach, lead, and train all team members by utilizing real time feedback, coaching, and building trust and report by through hands on leadership and modeling the behavior. •Company branding, communication, and image. This allowed me to create a business brand that has been recognized by Wired magazine, and local news. •Hands-on work with employees and customers to deliver an extraordinary customer experience every single time. This helped drive a high percentage of repeat customers who were loyal to the brand.•Working and managing every financial transaction within the company. Accounting, book keeping, banking, and invoice maintenance by using business software to analyze trends and make decisive and strategic decisions.

•Geared toward collections results. •Gather reports and data to analyze team member performance. Use said data to map out trends that can then be used to help collectors meet performance goals at an individual and departmental level.•Track, monitor, and update team members time tracker to ensure collectors are paid correctly and on time while also protecting the bank from labor risk and time card theft•Lead through change by implementing a change strategy that included planned calibrations, refreshers, multi tiered communication strategy, and follow up sessions. This allowed my team to quickly adapt to new processes in the business while maintaining performance standards. •Analyze team member’s findings using available data through SharePoint and created excel spreadsheets. Use relational capital to coach team members on P&P thereby preventing risk to the bank. •Lead and develop a diverse talent pool by building report with team members and coaching to each of their individual strengths. •Communicate department goals, standards, trends, and new communications to help get buy in from team and encourage each of them to be change agents committed to the companies’ vision and values. •Highly involved in the Diversity Council, subcommittee Diverse Talent Mentoring and Development Team. This has allowed us to reach many team members throughout multiple departments grow their professional skills and help Wells Fargo hone their diverse team members talents.

•Geared toward customer service results. •Gather reports and data to analyze team member performance. Use said data to map out trends that can then be used to help collectors meet performance goals at an individual and departmental level.•Track, monitor, and update team members time tracker to ensure collectors are paid correctly and on time while also protecting the bank from labor risk and timecard theft•Lead through change by implementing a change strategy that included planned calibrations, refreshers, multi tiered communication strategy, and follow up sessions. This allowed my team to quickly adapt to new processes in the business while maintaining performance standards. •Analyze team member’s findings using available data through SharePoint and created excel spreadsheets. Use relational capital to coach team members on P&P thereby preventing risk to the bank. •Lead and develop a diverse talent pool by building report with team members and coaching to each of their individual strengths. •Communicate department goals, standards, trends, and new communications to help get buy in from team and encourage each of them to be change agents committed to the companies’ vision and values. •Highly involved in the Diversity Council, subcommittee Diverse Talent Mentoring and Development Team. This has allowed us to reach many team members throughout multiple departments grow their professional skills and help Wells Fargo hone their diverse team members talents.

•Analyze customer’s financial situation to effectively negotiate a win win solution for the customer and the bank•Consistently deliver true moments of customer excellence in each customer interaction •Communicate account information, bank policies, and other relevant information effectively to account holders and other team members•Consistently utilize “soft skills” such as active listening and acknowledging, while maintaining an empathetic tone to prevent escalations •Consistently meet and exceed performance standards while maintaining 100% quality monitoring in compliance•Advanced knowledge of Microsoft applications, Hogan, Cacs, Mars, OIB, and other various collection systems.•Project assignment, Early Charge Off for Excessive Overdraft. Utilize various reports in conjunction with collections systems and Excel to track, update, and close accounts with zero margin of error, protecting Wells Fargo from risk while multitasking to finish on tight deadlines. Also requires effective communication across multiple business lines both verbal and written.

•Coached and developed 35 employees across 2 states and 4 cities while simultaneously multitasking and helping customers resolve escalated complaints.•Drove the implementation of changing company policy to team members in a positive light. •Developed action plans around employee productivity that allowed them to meet their goals.•Motivated and coached the store team to meet operational and organizational objectives.•Consistently displayed a customer-centric attitude.•Monitored and managed store staffing levels to handle business needs while keeping costs down.•Coached employees in delivering exceptional customer service by modeled behavior. •Ensured employee development and talent acquisition through direct hiring decisions.•Achieved and exceeded store operational requirements through cost controls.•Stayed in compliance with state and federal laws

•Oversaw a team of over 30 employees•Provided leadership for shift supervisors, helping them lead our team member to accomplish sales and customer service goals. •Analyze data and reporting to determine areas of excessive waste, saving the company money.•Coached team members and other leaders to higher standards through demonstrated behavior, effective verbal and written communication.•Analyze data and reports to maximize labor coverage. This ensured we did not waste labor while making sure we had maximized coverage to serve customer’s needs. •Implement new policy and procedures to make sure the restaurant with in line with new initiates. •Helped interview, hire, train, new hires. Making sure that new team members were hired into roles fitting their skills and passions. •Delivered corrective action as needed to both supervisors and team members according to company, state, and federal laws.

As an experienced automotive Transmission Purchaser at All Transmission Parts, responsibilities included: - Sourced and selected vendors to ensure cost reductions and product availability.- Updated and maintained all sales and purchasing reports for cost tracking and forecasting.- Guided all activities of the procurement process chain and proactively supported internal customers at the respective interfaces.- Negotiated the best cost-performance ratio for the commodity balanced against the optimum quality and schedule needs, through cost and price analysis.- Compiled sales and purchase orders.- Maintained appropriate stocking levels based on sales.- Organized and directed activities in accordance with All Transmission Parts’s guidelines, regulations and policies.- Utilized the company’s network to achieve best working results.- Solicited and evaluated bids and quotations from suppliers for the requested commodity.- Lead negotiations and prepared recommendations to management for awarding orders by adhering to existing guidelines and regulations.- Appropriately utilized existing group supplier databases and supplier evaluation and development processes and systems.

As the owner and General Manager of Smoky Hearth Pizza Co, responsibilities included: - Orchestrated recipe/menu development based on guest trends/preferences and seasonal considerations.- Sourced vendors and negotiated inventory costs.- Developed and implemented advertising strategies, layout, and design. - Extensive profit/loss experience.- Implemented standardization of portions. - HR responsibilities included managed labor cost controls and preparing bi-weekly payroll.- Bookkeeping; documented end-of-month, daily and weekly transactions.- Motivated staff by designing and implementing incentive programs.- Created, developed and implemented all formalized operational systems and procedures, including employee handbook, flow charts, forms, check-lists, server/bartender/kitchen associate job descriptions and incentive programs.- Configured server station charts to assure high degree of cost-efficient customer service.- Focused on customer problem-identification and resolution.- Cross-trained all new employees for all positions. - Lead team to embrace the mission statement and organized several up sale competitions.

Ensure a calm demeanor during periods of high volume or unusual events and manage smooth transitions thereafter to keep store operation to standards.Display a customer comes first attitude by training and holding partners accountable for delivering legendary customer service.Drive the implementation of company programs by developing action plans and directly motivating and instructing the store team to implement them to meet operational and organizational objectives. Plan, identify, communicate, and delegate appropriate responsibilities and practices to store partners to ensure smooth flow of operations.Provide coaching and direction to the store team to take action and to achieve operational goals.Monitor and manage store staffing levels to ensure partner development and talent acquisition to achieve and maintain store operational requirements.Train all new employees. Create a schedule weekly. Bookkeeping and all other functions associated with a manager.

As a Shift Supervisor with Starbucks, I would utilize existing tools to identify and prioritize communications and regularly use discretion to filter communications to the store team. Responsibilities included:• Lead with integrity, honesty and knowledge that promoted the culture, values and mission of Starbucks• Demonstrated strong interpersonal skills• Exhibited the ability to direct the work of others• Consistently demonstrated effective oral communication skills• Possessed knowledge of the retail environment• Exhibited the ability to work as part of a team• Successfully maintained a calm demeanor during periods of high volume or unusual events to keep store operating to standard and to set a positive example for the shift team.• Anticipated customer and store needs by constantly evaluating environment and customers for cues.• Positively reinforced successful performance and gave respectful and encouraging coaching as needed. • Contributed to a positive team environment.• Created a positive learning environment by providing clear, specific, timely and respectful coaching and feedback to partners on shift to ensure operational excellence and to improve partner performance.• Delivered legendary customer service to all customers by acting with a customer-comes-first attitude and connecting with the customer. • Discovered and responded to customer needs.• Recognized and reinforced individual and team accomplishments.