Check out my writing at http://jalbertharrison.wix.com/author-page I currently have one Fantasy Novel, Shadow Dance,published and two poetry books. all of these can be found on Amazon.com.I also have extensive experience as a process writer, training writer and a technical writer. These skills have been honed through many years of experience in corporate america and in service to our country through the Department of Veteran's Affairs and the US ARMY.

Operations Manager Duties o Manage the financials and Cash Conversion Cycle (CCC) • Keep track of all Accounts Receivable (AR) • Manage all weekly billings • Report to Leadership Teams on financials weekly • Document and keep track of all sales, proposals, and quotes • Create a Sales Pipeline and ensure everyone in the company is pursuing target efficiently o Process Management • Create, draft, maintain, and disseminate all processes • Find efficiencies and change processes as needed o Fleet Management • Keep track of company vehicle and its maintenanceHuman Resources Manager o Policies and Procedures o Write and maintain all agency Job descriptions o Maintain all Employee Files o Manage Performance Reviews o Create, manage, and maintain an agency Training Process o Draft and maintain an agency organizational chart o Oversee all Employee scheduling and time card needs o Initiate and perform all needed HR Investigations o Create and enforce employee PTO policiesProject Manager o Keep track of all agency projects and keep them on schedule o Communicate with all clients and departments as needed o Ensure projects are billed in a timely manner o Maintain project Over/Under reports and discuss with the Leadership Team dailyFacility Manager o Facility maintenance on the building o Keep the facility clean (inside and out)IT Manager o Maintain all agency hardware and software o Maintain data storage o Update all data in agency software

contract software support

Assisted end users with software assistance for PETZ Ent. tax software during tax season.

As Firm Administrator, I was responsible for all office and building management issues. I also assisted with Marketing, Recruiting, IT Planning, and overall flow of information within the firm. I managed a team of three administrative assistants, a receptionist, and a specialized administrator focused on document creation, editing, formatting, and e-filing.

In this key customer care role, I handle calls from people who are thinking about switching service providers. Through patient and empathetic listening skills I track information, apply consultative skills regarding services/pricing and help our customer's understand their options. My knack for problem-solving helps to diffuse situations and build customer loyalty.Responsibilities• Currently tasked with fulfilling the role as acting supervisor and substitute manager while MegaPath looks for a permanent solution.• Utilize my outgoing, inquisitive, friendly personality and sales skills to understand customer issues and recommend alternative products and offers to customers that are looking to cancel. • Educate customers in the use of installed products, service offerings, billing, charges, and product features.• Utilize technical and troubleshooting abilities to prioritize and resolve customer’s technical issues.• Maintain and track detailed records for all customer interactions in our corporate CRM system (SalesForce.com).• Provide management and coordination skills to ensure customer satisfaction in any customer situation.

Account Manager• Managed 260 Real Estate accounts for Realtors across the nation• Assisted individual agents in growing their business and managing their online lead portfolio• Had full authority over all assigned accounts and provided all resolutions for clients• Managed and resolved all BBB and Attorney General complaints in a timely and professional manner

Assistant Manager• Managed 10-20 Tax Professionals during tax season• Provided escalation assistance to all employees• Maintained logs and reports for Office Manager• Conducted and created door-to-door marketing campaigns to grow business share• Performed all duties as a Tax Professional and completed over 40 returns

Transportation Assistant • Coordinated and authorized all travel for both employees and patients per federal beneficiary travel laws• Created, managed and maintained multi-level travel budget to ensure expenditures were manageable and cost effective as well as generated and maintained forecast to ensure fiscal responsibility• Created training materials for new hires to use as a template to learn the job and a valuable resource for keeping skill-sets fresh. As a result, the initial training time dropped from 4 months to 3 weeks• Received Heart of Gold award for going above and beyond in service for a veteran

Network Administrator• Contracted to Hewlett Packard to maintain and upgrade the Navy/Marine Corp Internet and finished in less time than anticipated• Achieved Secret DOD Clearance to ensure all confidential materials were handled in an appropriate manner. Clearance level was granted until Jan 2021

Sales Architect• Contracted to Hewlett Packard to for build brand loyalty and increasing sales through effective and efficient use of sales processes• Received multiple awards for top sales and received bonuses from vendors for out pacing sales objectives.• Listed as top sales for three months in a row

Help Desk Consultant • Provided escalation and coaching services to entire sales population of approximately 200 agents with 100% satisfaction rating for all services provided• Acted as liaison for account managers, training teams, communication teams, management, accounting and all other support teams to ensure processes were streamlined and defect free• Planned fundraising events and established the budget for all employee events and ensured all funds were properly allocated and tracked• Aided President and Vice President of Operations understand issues from a front line perspective and administered ideas on how the company could improve internal policies to produce greater efficiency and productivity• Generated an anonymous employee survey and administered it to entire employee population to attain 360 degree feedback• Communicated all applicable information and discoveries to employee population via the company-wide newsletter, which I designed and created. Received several commendations for my work. • Prepared and presented customized reports to all levels of company hierarchy to ensure all employees received one message.

Team Manager• Managed a team of 12 employees locally and 24 remotely in a fast paced, dynamic call center work environment• Handled all operational duties including: scheduling via Oracle, performance issues and resolutions, local budget, and expense reporting• Revised all processes and applied new technologies as well as created and maintained training classes, conducting interviews and conducting performance appraisals based on employee performance• Generated an anonymous employee survey and administered it to entire employee population to attain 360 degree feedback• Reduced the cost of service fulfillment by 50% for a total savings of $250,000 annually. • Received multiple awards for performance including two “World of Thanks” awards from two different teams for my fast thinking during a virus attack.