* Maintained all company financials (QB) • Prepared payroll (ADP / QB) • Collected and processed payments (AR/AP) • Managed an operating budget for 5 to 8 employees and ownership • All HR related issues including health benefits and insurance coverages • Tracked sales and project performance • Developed and maintained strong relations with customers, contractors and suppliers / vendors • Determined staffing and scheduling requirements • Maintained material inventory and shop supplies • Oversee all shop orders, shipping and receiving of project material and stock deliveries, including all types of glass products, aluminum extrusions, and other trade related products

• Delivery of all forms of postal mail and parcels to daily rural route customers, primarily in Raritan Twp., but also the Hillsborough and Martinsville offices • Accident-free driving record, and zero customer complaints over the five years as an RCA • Responsible for all special and certified deliveries as assigned to regular daily rural routes, as well as parcel-only Sunday deliveries spanning multiple routes.

Responsible for all facility related activity including, but not limited to: space planning and office assignment, coordinating office setups and moves, administer security and building access badge systems, administrator for copier / printer / scanner fleet (Ricoh, Canon, HP, Lexmark), directly support and manage all facility related issues working closely with external vendors and building owner management to ensure safety guidelines and business timelines were met.- Managed two office administrator staff, overseeing daily tasks and ensuring business objectives were met. - Managed the relocations of two corporate offices and one call center to a new facility in Yardley.- Maintained service supplier and vendor relationships, negotiated new agreements and contract renewals, and served as primary point of contact for office technology and facility related matters for external vendors supporting the business and Operation's production. - Managed all procurement and maintained inventory of office and pantry supplies, electronics, furnishings/fixtures, and coordinated logistics with suppliers in support of mass on-boarding initiatives, equipment relocations and maintenance, office closures, builds and refurbishments.

Supported company’s technology and facility related needs, seeking out solutions for identified gaps, and collaborating with EIT groups and supply / service vendors to determine and implement the best possible solutions for the business.- Managed three facility administrators and five desktop support associates, including management of team projects, overseeing daily work activities, and managing performance results to exceed business expectations. - Responsible for design, implementation, and life-cycle maintenance of an Avaya Call Management System for a specialized contact center environment with over 350 representatives (remote office and in-house), supporting pharmaceutical client-specific call handling programs. Served as telecom administrator for the company’s telephone and audix systems in five office locations, and managed all outage and service affecting issues with the local service providers and maintenance vendors. Utilized Avaya Site Administrator, CMS Supervisor, IP Office, and Intuity Audix tools, to perform user adds/drops/moves, maintain Operation’s inbound toll-free client programs, create call flows to support new business programs or changes in client activity, and generate customized reports reflecting call center and agent performance statistics.- Provided technical desktop support for in-house and remote-based employees, covering all issues with computer hardware and software, network connectivity, and PC peripheral devices.- Managed procurement and inventory of desktop computer hardware, software, printers and all peripherals.- Managed Divestiture related technology projects, working closely with Cardinal Health EIT, external service providers, and internal business groups to establish new technology procurement processes, transition corporate assets, and establish new Employee Help Desk and Desktop Support services and supporting systems.

Interface with Product, Marketing, external partnering organizations, and other key stakeholders to negotiate and establish core processes for DSL R&M. Identify process improvement opportunities and solutions, negotiate success metrics and establish performance DMOQs.Conduct analyses to determine financial/budget impacts to the channel based on proposed modifications to support systems, process, or products and services.Provide QIT forum, engage in site visits and conduct focus sessions with center management and agents to identify and understand observed system issues, and potential gaps in processes and related M&Ps.Partner with Content and Training Development teams to ensure understanding and timely updates of M&P requirements and training needs relative to new initiatives, products, services and process enhancements impacting the R&M channel.Provide executive leadership team with root cause understanding of significant impacts to the channel as they are encountered, potential impacts of upcoming initiatives, and proposed solutions for identified issues.

Effectively led a highly technically skilled team of IT professionals in support of several AT&T products and trial services, thereby meeting and exceeding end-of-year performance objective targets and maintaining high levels of customer satisfaction.Managed day-to-day center operations and maintained a productive and healthy work environment for 40+ technical associates.Actively participated in cross-team collaborative forums responsible for identifying issues with the product and potential impacts to customers. Work closely with the WorldNet Quality Improvement, Planning & Strategy, Executive Response, Technical Specialists, Network Maintenance, and Software Development Teams to implement solutions.Provided dedicated support for several new AT&T product and service offer trials, and supplied product, marketing, and network project teams with status reports and valuable feedback based on trial results.

Identified key actionable areas for improvement relative to electronic customer care based on customer calling trends and survey results.Conducted gap analyses of existing IVR and web functions ensuring consistency and availability of customer support functionality across existing e-channels.Initiated detailed recommendations regarding online customer handling processes and self-servicing functionalities as ways to achieve cost and call reduction objectives.

Managed the day-to-day operations of the Inbound Telemarketing (ITM) Interactive Voice Response (IVR) vendor, Call Interactive, successfully meeting or exceeding all DMOQ performance objectives.Developed requirements, special features (Order Status, Duplicate Order Capture, Local Access Number Look-up), IVR improvement plans, and conducted competitive analysis to enhance the IVR customer experience, decrease operation and fulfillment costs, and maximize sales close rate.Interfaced with marketing managers to develop script verbiage and flow for new ITM IVR programs and AT&T Network Announcements in support of new marketing campaigns. Negotiated unique customer handling criteria and specific customer messaging to ensure appropriate and accurate delivery of offer details.Managed the ITM toll-free number account, working closely with the Network Routing/Implementation Team to assign and coordinate implementation of new toll-free promotional dial-in numbers for new WorldNet offers.Maintained the ITM Standard Record Layout (SRL) master tables and provided updates to vendors including new program descriptions, scripting issues, timelines, forecasts, and fulfillment coding system requirements. Worked closely with team members and ITM vendors to ensure timely and accurate implementation and support of new marketing programs.As a core member of the Change Control Team, served as designer and primary interface to the technical development team building the web-based tool (Requirements.Net) to be used for communicating new marketing campaigns, promotions, strategies, and the necessary support criteria required to customer care.

Provided support to the Inbound Telemarketing and Fulfillment teams of WorldNet Dial Service through strategic reporting and analyses. Worked closely with managers throughout ITM call centers, operations groups, data groups, and the ITM and fulfillment teams ensuring data integrity, timely data collection, and desirable data formats.Measured key performance metrics against set thresholds daily to provide proactive warning to service teams of unproductive or crisis situations.Utilized Microsoft Excel, Access, PowerPoint, Lotus Notes, and BRIO Explorer (a database query tool) for data collection/ storage/analyses, and report production.Successfully trained and supported two temporary employees; created and delegated job assignments, coordinated work schedules, actively participated in Shared Learning Sessions showcasing improvements in data gathering/reporting techniques utilizing MS Excel and Access.

Reformatted AT&T’s primary F.C.C. Tariff (4000+ pages) to prepare for the coming of electronic/mechanical filing of rates; and "split" contents by business units (BCS and CCS) to create two "new" tariffs. Interpreted tariff language to insure accuracy of content and proper coding of revised material to meet the rules and regulations of the FCC.Integral member of a 4-person team that converted all of AT&T's Tariffs from an outdated WANG system format to Microsoft Word for Windows. Maintained integrity of new Tariffs, prior to filing, by reviewing all daily filings and preparing appropriate pages to be revised by the Tariff Production Group.Recognized as a primary contact for MS Word related issues within the Tariff Management Division, creating detailed instruction for training courses involving the use of specific MS Word applications and co-facilitated in the training of tariff authors to use these functions.