Assist with daily operations of our work from home customer service agents.Duties are:• Ensure accurate workflow routing CS&S to meet operational demand.• Coordinates and communicates with HDQ regarding issues that could impede operations or call handing.• Monitors incoming call types, volume and reports changes to Central Staffing.• Performs real time data search in WFO of rep’s activity to ensure accuracy of attendance and payroll.• Monitors reps on/off phone activity in RTA to insure schedule adherence.• Technical support first point of contact for reps and leadership.• Assign and communicate with tech team as needed for customer reps.• Review/submit payroll discrepancies in QuickBase.• Produce/distribute reports and maintain accuracy with leadership.• Communicates daily staffing plan, inputs TOWOP, OT, in WFM as received from Central Staffing.• Prepares payroll, documents and files needed for transfers, leaves, OJI and status change.

• First point of contact, sales and support at our Houston call center using my Warrior Spirit to assist our customers!

• All AutoCAD drafting assistance for engineering, co-ops and customer service duties with Delta North & Delta South.• Responsible for the merger integration of all PMNWA technical drawings and sketch files, with records department.• Troubleshoot for system wide AutoCAD upgrades.• Assisted records department in the transformation of wiring diagrams into ISO Draw.

• Draw and revise mechanical layouts, assemblies, installations, exterior maintenance marking drawings of entire fleet via AutoCAD and GTX RasterCAD.

• Design aircraft interior layouts, assemblies, installations, exterior painting markings and modifications of V.I.P., heads of state clientele projects (Boeing Business Jets & 767).• Update and maintain engineering change orders and redlined drawings, using AutoCAD.• Drawing Examples: Divan Assy., Seat Assy., Placard Detail & Installation and Interior Venting Layout of Gore's 1st Supplemental Type Certification aircraft, Boeing 767. Pocket Doors, Carpet Inst., Side ledge Installation & Assy.

• Maintain all Seismic imaging documents, change orders, part number request in Oracle and ProData.

• Update and maintain job sequence analysis, materials safety data sheets, standard operations procedures and engineering sketches for plant operations.• Prepped for and experienced an EPA Audit and ISO Audit back-to-back in 3 months.

Created and revised drawings from engineering sketches using AutoCAD 2000 - 2002, GTX Raster CAD and Tube CAD. Drawings ranged from single parts, electrical harness, interior arrangements, exterior layouts, placards and major complex assemblies for entire fleet of aircraft. In charge of Parts Disposition Authority tracking and management, maintained with File Maker Pro, and Product Center software. Drawing Examples: Wye Air Conditioning Duct Assy-Boeing (composite), OutFlow Screen Assy-Airbus, Crew/Passenger Lift Vest Assy, Floor Pans Airbus300 (composite), Seatback Upright & Recline Measurement Tool, Rutter Pedal Upper Assy-Boeing, Hydraulics Brakes Tube Assy-Boeing, LMP Placard Holder Assy-Boeing777, Bin Trim Strip & Reno Air (MD90) Placards.