Leatrice L. Baldwin, Shrm - Cp Email & Phone Number

Atlanta, Georgia, United States

Atlanta, Ga

Responsible for sourcing, interviewing and placing top talent within the Delta Community Credit Union.• Key member of the Talent Management Acquisition team. • Functions as the liaison between candidates and the hiring manager. • Researches and investigates new ideas to create innovative sourcing strategies. • Maintains a strong network of contacts and integrates strategic thinking and perspective with immediate recruitment needs. • Manages the College Internship and Recruitment Programs. • Supports and facilitates the Apprentice Program through association with local Atlanta area High School work base learning coordinators.

Atlanta, Ga

Responsible for the day-to-day supervision of the Member Care Call center employees.• Provides leadership and direction to staff in order to ensure operational excellence and superior customer service. • Partners with Human Resources in the recruiting, interviewing, and hiring selections.• Develops, implements and facilitates training for call center staff.• Assists with the coordination of staff scheduling to ensure appropriate coverage for the call center. • Coaches and evaluates agents to meet call center standards through positive feedback, encouragement and work plans.• Enforces all work policies and procedures, disciplinary actions and employment practices.• Creates and conducts mid-year and annual performance evaluations of call center staff.• Generates daily and monthly agent performance reports.• Assists with systems and programs necessary for call center business continuity.• Point of contact for call center and executive escalations. • (Lead) Member Care Planning Committee, responsible for the development and implementation of employee satisfaction strategies and activities.

Alpharetta, Ga

Primary Operational Support contact and CIS liaison for America’s largest prepaid MVNO with over 8M subscriber accounts and $672M in annual revenue.• Supported Account Manager and CIS leadership team by effectively managing daily reseller interactions.• Resolved reseller issues by aligning with support departments while maintaining constant reseller contact.• Responsible for documenting, communicating, and maintaining all operational notifications, processes, procedures and M&Ps.• Implemented and facilitated network and IT firewall change controls for network and system access.• Responsible for the operational support of User Network access and security requests and Ad Hoc reporting.• Participated in customer satisfaction programs and ensured customer expectations are addressed and met.• Fostered relationships with internal cross functional CIS departments.• Responsible for the identification of ways to improve productivity through process improvement.• Provided research and data analysis to proactively identify customer impacting issues.• Managed pre-bill verification and cycle trending processes to ensure accurate billing.• Responsible for the execution of all operational tasks required to support reseller implementation and launch.• Assisted with the Monthly reseller Revenue Tracking commitment and attainment reporting.• Conducted analytical review of customer inquiries and billing disputes. • Responsible for maintenance of the reseller Activity and Action Item Log and Facilitation of weekly meetings.• Responsible for executing programs which deliver proactive communication and reseller support.• Provided Support via UAT testing in association of new pricing, products, devices and technologies.• Responsible for Implementing and tracking all Reseller Requests to completion. • CIS SMS Short Code Administrator responsible for working with HQ Marketing to approve SMS Short Codes. • SharePoint Database administrator.

Alpharetta, Ga

Responsible for the growth and management of existing Reseller relationships as well as providing and coordinating necessary operational support.Partnered with the Account Manager in maximizing the overall Reseller relationship as measured through financial performance and customer satisfaction.Responsible for engaging in reseller contract negotiations in order to provide operational support. Managed the Reseller business relationship per the contracted terms and conditions which include review and processing of Reseller Agreements and Amendments. Effectively communicated internal process, system and policy changes to new and existing resellers. Identified and executed profitable growth opportunities through the introduction of pricing, products and operational efficiencies.Responsible for all aspects of new Reseller Implementation including training, launch, and account creation.Proactively worked with reseller and HQ Revenue Assurance to ensure timely AR treatment and management. Responsible for remaining current on industry and competitive market trends, pricing and product offerings.Maintained current knowledge of industry competitive drivers, best practices, and industry leading solutions.Facilitated reseller meetings to address and ensure the timely execution of all reseller action items. Tracked and supported the Reseller’s device strategy.Actively participated in the training and development programs which align with the CIS Reseller strategy.Conducted quarterly reviews of the reseller’s website and operations to ensure contractual compliance.Responsible for maintenance of the Reseller request (SOW) workbook. Duties included tracking and appropriate billing of all Reseller SOW Requests.

Alpharetta, Ga

Responsible for operational support and execution of specific tasks in response to customer inquiries and requests. Supported Account Manager and CIS leadership team by effectively managing daily reseller interactions.Responsible for providing operational support such as User ID requests and Ad Hoc reporting to both the account management teams and Resellers.Supported the assigned account managers and accounts for all table requests, System (SID) List updates, and other operational tasks required for success.Participated in customer satisfaction programs and ensured customer expectations were addressed and met.Worked with the assigned account management teams to prevent and respond to escalated customer concerns and achieve satisfactory resolution.Researched and resolved reseller reported billing and payment discrepancies.Managed pre-bill verification and cycle trending processes to ensure accurate billing. Responsible for the execution of all operational tasks required to support reseller implementation and launch.Interacted with various internal cross-functional departments to ensure the appropriate notifications and communications are delivered to the assigned Resellers.Responsible for the documentation, communication, and maintenance of all operational processes, procedures and M&Ps.Facilitated network and IT firewall change controls for network and system access.Provided Support via UAT testing in association of new pricing, products, devices and technologies.Developed and presented Quarterly Reseller Operations updates to Wholesale Operations Leadership team.

Atlanta, Ga

Supervised and coordinated daily work efforts of inbound call center associates ensuring the resolution of reported network service disruptions.Managed, motivated and developed a team of 25 technical support and roaming associates. Assisted with recruiting and hiring efforts to ensure adequate staffing. Effectively executed the channel vision, mission, and objectives by achieving all call center productivity and quality targets.Communicated trends, developed recommendations and monitored progress to close performance gaps.Partnered with Network Organization by communicating end user feedback related to system performance.Orchestrated and conducted testing for new product launches and cellular devices. Evaluated individual coordinator performance through daily interactions, audits, monitoring and stakeholder feedback.Monitored team member performance and manage staffing to achieve established standards and proficiencies.Compiled weekly & monthly employee performance reports.Prepared and conducted regular team meetings.Managed intra-day workflow and prioritize associate activities.Identified, promoted and trained associates on the behaviors that drive performance. Monitored and tracked adherence to daily schedules and attendance policies.Monitored the daily call volume and implemented real-time procedures to effectively manage characteristics negatively impacting service level.Participated in quality calibration sessions.Provided effective two-way feedback that created a high performance and productive environment.

Communications

High School