Develop and implement automation projects pertaining to operations and customer experience. Manage the operation’s team daily work, communications, and development.Create routine and analytical reporting.Maintain customer service excellence through established professional experience in customer relations.

 Held daily preschool lessons teaching multiple areas of study, including cooking, sports, and science for multiple children. Created development goals for each child. Coordinated multiple events, planning through day-of coordination, including weddings and baby showers. As a Teen Church Leader, led teenagers in healthy discussion and debate, and organized events for the group. Coached Soccer at Jordan High School in Durham- JV Women’s Soccer.  Developed practice sessions, created team building opportunities, coordinated fundraising, and built healthy team community. Dignity Memorial Funeral Homes: Funeral Attendant and Office Manager.• Assisted in setting up funeral services and receptions, supporting families during them, and breaking down afterward. • Managed decedent files for law requirements, greeted families entering the funeral home, and performed other administrative duties.

 Coordinate with Account Management and Implementation teams to gather client expectations against what is active in production. Determine solutions, and lead issues to resolution. Facilitate collaborative conference calls targeting issue analysis and solutions.o Mediate conflicts, determine solutions, and manage call etiquette. Document and manage all aspects of a ticket from discovery through resolution. Lead projects that optimize internal business processes. Project highlight: Internal Issue Management Training Program Support issues involving escalated clients in War room or high temperature status. Design reporting and dashboard solutions for new and existing clients.  Anticipate ticket volume impact from Change Management. Analyze potential issues, establish contacts, and be prepared to lead any issues raised to resolution.

 Managed call center performance for contracts with 1,000+ clients:  Daily analysis of volume, arrival patterns, call routing, and staffing.  Established relationships between Operations Teams and Technical Teams, and assisted in solutions to conflicts. Developed schedule flows for inbound, outbound, and offline staff, and analyzed trends. Present solutions and recommendations to leadership, and lead projects to completion.  Mentor and train peers on internal processes and procedures.