2019- 2020 Divisions Maintenance Group, Inc. Newport, KY Associate Operations Coordinator Secured non-routine work orders and coordinated with District Offices on Quotes/Pricing for assigned accounts. Expedited and tracked work orders from customers. Processed work orders including submission into client systems/back office platform. Provided RFP response support (enter stores, specification, etc. into CRM) and proposal/quote development. Provided contract development and administration. Scheduled providers in response to submitted work orders or works through Customer Service to ensure scheduling is done. Communicated back to customers when scheduled to confirm work when work will be done. Responsible for being a subject matter expert in delivering operational excellence to our customers. Performs all other duties and responsibilities as assigned.

- Creating pro-active and responsive solutions to business needs and seizing opportunities for continuous improvement in individual, team, business unit and organizational performance. - Preparation and facilitation of training and teaching courses or other interventions for employees to include the design of instructional materials for training designs and participant materials. - Represent training as a Subject Matter Expert (SME) on key projects or initiatives that provide impact to the business.- Utilize other methods of training which include, but not limited to; silent monitoring, teaching role playing focus groups, homework style assignments, gathering and playing recordings, dialing with agents, flip chart presentations, etc. - Provide tools and training solutions to address any gaps in knowledge, competency and skills.- Work with and Coach Agents to ensure their success. - Assist as needed in the recruitment/interview process by flexible and receptive to guidance. - Develop skills, enhancing productivity and quality of work, building loyalty and moral for company. - Mentored new hires, resulting in multiple levels of advancement within Alorica. - Integrated advanced technology into training session and educated employees on mobile applications.- Assisted and managed multiple compliance reports for senior management.

- Coordinate schedules of Contact Center staff, interns and volunteers for over twenty specialty lines- Collaborate with QA Coordinator to asses staff quality of work. - Arrange professional development trainings with management - Oversee outside programs operations such as gap coverage for Crisis Text Line, program schedule for Help Me Grow, etc.- Generate reports reflecting call volume, productivity, abandoned calls, and call trends to ensure appropriate data for forecasting- Develop daily, weekly, and monthly analysis to tailor the schedule to meet contact center call volume - Receive, maintain, and manage requests for time off and schedule adjustments- Input Contact Center staff onto the DCF Kit Solutions Portal - Monitor, record, and forecast staffing around Contact Center Initiatives and high peak times- Build rapport with Contact Center staff, interns, and volunteers- Managed a team of six (one in Monroe County) for the ACA Navigator grant open enrollment period from Jan 2015 to April 2015 - Assist with additional duties assigned by management (includes: outreach, backup call counselor, lead on shift)

-Training and mentoring staff for efficient operations and agent growth -Organized monthly team meetings, to solve problems and address concerns -Excellent follow-up to client issues -Ensuring adequate staffing to support all client communication channels (Phone, Chat and e-mail) -Measuring, reporting and communicating service level goal attainment on a daily, weekly, and monthly basis for individuals, groups and the call center overall. -Ensuring maximum productivity for all agents -Demonstrating leadership abilities using appropriate influencing and consensus building skills -Ensuring call volume forecasted is met on an hourly, daily, weekly, and monthly basis -Completing other required duties to support our clients computer/software needs -Assisting with recruitment, conducting interviews and participating in the selection, disciplinary, promotion and termination processes

-Training and mentoring staff for efficient operations and agent growth -Ensuring adequate staffing to support all client communication channels (Phone, Chat and e-mail) -Measuring, reporting and communicating service level goal attainment on a daily, weekly, and monthly basis for individuals, groups and the call center overall. -Ensuring maximum productivity for all agents -Demonstrating leadership abilities using appropriate influencing and consensus building skills -Ensuring call volume forecasted is met on an hourly, daily, weekly, and monthly basis -Completing other required duties to support our clients computer/software needs

Receive inbound calls for Healthcare Network of Southwest Florida. Document interactions with patient, family, clinical staff, and pharmacies.Accountable for outstanding customer service to all external and internal customers. Develop and maintain effective relationships through effective and timely communication. Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.General office duties.

Processed quality claims including preparation of reports, maintaining digital back up and following up any and all credits to be given to the customer.Processed all work orders for several produce systems including Produce Pro and Profits. Created, maintained and managed sales presentations.Generated various revenue reports daily and weekly.Reconciled customer accounts, working with various departments. General office duties.

Searched, researched and solicited government procurement opportunities.Organized, maintained and managed all procurement bids. Increased sales to generate over $100,000 in revenue through procurement opportunities.Managed over 50 employees, staffed over 20 health care facilities; maintaining productive hours.Created several office documents for internal use, generated various revenue reports for weekly team meetings, collected data for management meetings, served on advisory board for strategic planning.

Served on team to create short and long term department objectives in accordance with company goals. Prepared and maintained several weekly, monthly, quarterly and annual reports and documents for management and finance. Organized and prepared complex PowerPoint and Excel documents requiring the integration of multiple office technology and software applications.Coordinated schedule with other departments to meet daily production goals. Created training manual for new employees for each position within the local company office. Implemented functional training for employees to include MicroSoft Suite programs.Coordinated technology upgrades, troubleshooting and servicing of computer systems between local office and the corporate office.

Customer service with detailed account analysis, billing, service plans, payments and troubleshooting.Awarded Spotlight award several times throughout employment. Decreased customer response time by 50%Up selling increased by 50%Achieved top ranking among eight other team members for toll-free number performance.