Presided over operations activities and efforts at an American government services company, with global operations in the U.S., Australia, Canada, and the United Kingdom. Leveraged analytical thinking and data-driven insights to enhance workflow efficiency, improve employee performance, and contribute to strategic decision-making. Oversaw daily operations and evaluated overall workflow performance to proactively approach backlogs. Improved team performance by conducting employee training and… Show more Presided over operations activities and efforts at an American government services company, with global operations in the U.S., Australia, Canada, and the United Kingdom. Leveraged analytical thinking and data-driven insights to enhance workflow efficiency, improve employee performance, and contribute to strategic decision-making. Oversaw daily operations and evaluated overall workflow performance to proactively approach backlogs. Improved team performance by conducting employee training and evaluating continuing education. Supported hiring decisions by interviewing potential candidates and delivering detailed reviews to HR. The site was closed and all employees were laid off with a severance package. • Spearheaded the development and maintenance of a comprehensive employee database, accommodating over 1200 personnel records. Employed strong data management skills to ensure accurate and accessible employee information.• Consistently and repeatedly achieved Top 5 ranking for team performance at a site consisting of 90+ teams.• Regularly recognized more than 20 times as Top 10 for team performance out of 700+ teams companywide. Show less

My duties include making sales calls and scheduling for auto glass service and repairs. I was in charge of direct insurance referred customers and setting up and verifying their glass claims. In addition to my everyday responsibilities, I was in charge of training and coaching new hires in the process of setting up work orders and the development of best practices in handling customer service calls. After training and development is complete, I monitor their progress through side by side… Show more My duties include making sales calls and scheduling for auto glass service and repairs. I was in charge of direct insurance referred customers and setting up and verifying their glass claims. In addition to my everyday responsibilities, I was in charge of training and coaching new hires in the process of setting up work orders and the development of best practices in handling customer service calls. After training and development is complete, I monitor their progress through side by side coaching and “y-jacking” into their live calls. This would help with meeting the company goals, and help raise their overall performance. I managed labor efficiency, monitor task accomplishment, and provide support to the Customer Service and Sales agents in the form of a knowledge resource and handler of escalations. Show less