Gregory Smiling Email & Phone Number

Washington D.C. Metro Area

• Accountable for the day-to-day operations of the organization’s Customer Response Unit - Training Division. Answer an average of 200 – 300 call and email inquiries daily assisting clients with questions regarding event registrations, scholarships for NeighborWorks programs and certifications, eLearning courses and examinations, and event cancellations while utilizing a Six-Line Call Prompt system. • Monitor call and email queues to ensure compliance with organization’s Service Level Agreements (SLAs) and appropriate adherence to the Training Division’s policies and performance goals on a daily, weekly, and monthly basis. Manage escalations and client complaints through to completion.• Provide support, leadership, and daily direction to the team in absence of senior management; develop processes via root causes analyses and standard training updates for customer response improvements.• Assist in the creation of strategic SMART goals to improvise division’s workplans and performance evaluations for Customer Response staff, and review with senior management for approval and implementation. Facilitate monthly meetings with senior management to provide updates regarding call trends and volumes to enhance the performance of NeighborWorks staff during off-site events.• Provide Level I IT/Helpdesk support to Training Division staff and external clients including troubleshooting user login issues, system updates, and installing and configuring software.

Washington D.C. Metro Area

• Responsible for all administrative aspects and back-up support to Customer Response Supervisor and Specialists. Addressed and managed all internal service requests, service desk tickets and emails with in a 24-hour timeframe in adherence with Unit’s Call Response Time. • Compiled extensive research for senior management regarding NeighborWorks Network Organizations for competitive bids for services and/or products. Conducted meetings with organizations to provide top quality service and knowledge of NeighborWorks training programs, scholarships and contract benefits.• Maintained office workstations and meeting rooms by ensuring all offices were equipped with appropriate equipment. Managed complex inventory systems including internal storage areas, and multiple external locations to ensure work locations remained fully sufficient with office supplies.

Washington D.C. Metro Area

• Supervised 17 – 30 operators per work shift, monitoring the transport of mass loads of confidential client documentation. Trained newly hired employees to include: legal scanners, quality control agents, shift leads, and sales representatives in accordance to company policy and procedures.• Responsible for ensuring deadlines were met by monitoring production floor, running quality control reports utilizing Microsoft Office Suite, and analyzing staff workload daily. Identified production quality control errors and provided recommendations to management for staffing adjustments.• Created and monitored employee work shifts, hours worked and transferred data to the Human Resources department. Confirmed production revenue goals through forecasting revenues accurately on a standard schedule. Conducted monthly, quarterly, and annual employee performance evaluations, one-on-one staff coaching, and formal team member reviews.

Associate Of Arts - Aa, Business Administration And Management, General

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