•Manage a department of 18 Clerks and Specialists•Manage daily, weekly, and monthly goals through planning, coaching, and team work•Continually utilize reporting to assist with forecasting to meet monthly budget goals •Review and asses department process and procedures for improvement and or updates•Assist with conflict resolution and team development•Conduct job recruitment through different media, initiate and take part in interview process, and present job offers

•Supervise a Team of 16 Clerks and Specialists•Manage daily activities and production though coaching, follow up and monitoring•Implemented more robust reporting and number tracking system•Developing process and procedure manuals for all job duties•Conduct job recruitment through different media, initiate and take part in interview process, and present job offers

• Supervise a team of 10 Collectors, Transfer Agents, and Skip Tracers• Managed day to day activities through coaching, follow up, and monitoring• Created reporting/tracking system of base KPIs• Review calls and provide feedback for Quality Assurance Program• Revamped training program with the creation of new training documents, training sessions, recurrent training programs, and tracking.• Developed and updated company policies and procedures as well as revising company employee handbook.

Responsible for the management of child care, home maintenance, and the family budget.

• Managed a specialized team of 8 Analysts and Specialists who supported 8 different departments and numerous sub-departments.• Facilitated the development of each of the team members through goal setting, better time management practices, improved technical skills, and better understand of business practices.• Improved department image• Created new reporting process to improve the efficiency and time management of the department which lead to cost savings• Implemented new communication processes to better inform the departments the team supported.• Gathered, analyzed, and organized data to support recommendations given to department managers.• Supported all Call Center Operations in daily, weekly, and monthly management of service level, staffing, and performance metrics• Utilized Aspect Workforce Management Software

• Managed 5 Supervisors who oversaw teams of 8-10 employees on second and third shift with a focus on individual development• Ensured the Supervisors and their teams ability to achieve high quality monitoring service through coaching, development, and goal setting.• Identified opportunities for revising business procedures, policies, and structures• Collaborated with other Department Managers on the development of new strategies aimed at improving response times, service levels, and employee productivity while maintaining employee morale.• Gathered and analyzed data to identify trends in the business so that the department was able to adapt to the changing environment.• Ensured effective communication between the department and their fellow departments within the company

• Directly supervised 11 - 18 employees in the Customer Care Department. Carried out supervisory responsibilities in accordance with the organization's policies and applicable laws. • Responsibilities included interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Contribute to quality and process improvement initiatives. • Maintained a service-oriented attitude when dealing with customers, always conveying a desire to help. Develop and maintain positive, service-oriented relationships with other departments and branches. • Provided basic customer support over the phone in accordance with company policies and procedures to include troubleshooting alarm system problems, researching alarm history, service history and payment history to answer customer questions, when necessary.

• Coordinated and enhanced new home construction warranty program for five residential construction companies and served as the public relations official for new homeowners. • Worked closely with company supervisors on warranty related items and topics while coordinating field staff on warranty assignments.• Managed, analyzed, and tracked data that related to all five construction companies, a lumber company, and a real estate company.• Reviewed monthly billing for accuracy and lead discussions with other companies when errors were found.• Increased efficiency within the main office with the implementation of new organizational systems.

• Conducted comprehensive reviews of accounts for accuracy and corrected any errors that were detected.• Entered new information into accounts that were submitted to the company.

• Coordinated and created expansion proposals to Interfraternity Councils and appropriate university officials for consideration for expansion• Created comprehensive expansion manual/guide for alumni, staff, and undergraduates• Provided on-site support, development, and training for 8 colonies in recruitment, organization, leadership, financial awareness, time management, goal setting, and service• Coordinated on-site training of alumni who will be members of Colony Advisory Committee• Responsible for maintaining regular contact with the university, alumni, and colony to ensure that the colonies were goal oriented and addressed any concerns that arose

• Assisted 35 chapters in evaluation, improvement, and creation of programs for scholastic support, campus/community relations, leadership and service • Served as a resource in areas of risk management, scholarship, recruitment, and organization to help chapter officers and members reach their potential • Facilitated communication, identification of priorities, and addressed concerns between university and fraternity officials by one-on-one interviews and evaluations• Examined chapter budget and expenses, and helped develop appropriate financial practices while addressing accounts receivable issues