Assist Pastor, in counseling women, provided sermons for Sunday Services, substituted for Pastor during Bible Study, served as worship leader during Sunday services. Evangelism Ministry Leader.

• Resolved aging pending Quality Assurance Performance accounts; resulting in the approval or rejection of accounts for live monitoring.• Contacted and educated customers identified as having multiple police dispatches; which subsequently reduced false alarms.• Effectively moved chronic accounts to a solution; which yielded restoration of their Alarm System.• Maintained documentation for customers assigned to acclimation time periods; preventing false alarms and increasing response time to real emergencies.• Investigated false alarm fees; assuring fees assessed appropriately to the customer.• Responded to Life and Property Alarm signals that provided crime prevention.• Problem solved technical equipment issues that restored service at the customers’ home.• Applied customer payments seizing opportunities to increase revenue.• Seamlessly coordinated the Alarm System equipment move process for existing clients to new locations.• Evaluated transfer billing responsibility appeals avoiding loss of revenue and early termination of contracts.• Managed outstanding Alarm System device signals causing a reduction in response time• Operated as an advanced SME (Subject Matter Expert) trained and developed employees and fostered teamwork.

• Acknowledged, verified and dispatched Life and Property related alarm signal notifications. • Provided prompt, professional and empathetic response to customer inquiries with a focus on researching, resolving and documenting customer concerns.• Addressed wide spectrum of customer interactions associated with account activity which includes; business inquires, quality concerns, billing questions, process deviation requests and product technical issues.• Maintained required Federal, State and Local jurisdictional licensing requirements for Security Industry to provide monitoring services.

• Responded to inquiries received in the college's contact center and answered questions to resolve student issues through first call resolution. • Provided information through verbal and written communications obtained through interfacing computer systems. • Documented student inquiries in a database through the use of CRM, Banner, and eSAMS systems.

• Designed and implemented problem resolution process to capture 100% of customer disputes, resolving and closing the loop with the original source of complaints and employee within 24-72 hours.• Supervised, directed and evaluated staff of 20 client service representatives.• Developed charts, graphs, maps, spreadsheets and graphic presentations and presented to departments.• Trained employees on policies and procedures achieving 100% compliance.• Coached and mentored employees and received 2.5% increase on employee satisfactory scores.• Successfully spearheaded “Building Customer Relationships” project, raising clients’ satisfaction scores by 20%.• Updated databases and organized activities related to maintenance of call center; yielded effective tools and data sources needed for staff’s ease of work.• Directed schedules and monitored attendance of operators that consistently reached the service level goal of 80% of calls answered in 20 seconds.• Prepared and responded to Occupational Safety and Health Administration (OSHA) audits with zero failures 2004-2011. • Completed six sigma project implementation of Avaya phone system which reduced response times and improved patient care.

Acted as advocate for the community in which I lived. Provided insight to changes and development of the community and encouraged safety and fellowship in the community.