Lynette Saunders Email & Phone Number

Washington D.C. Metro Area

Washington

Greet external and internal stakeholders and clients following all IRS and District of Columbia security protocols as listed in Publication 1075.Support all contractors on with onboarding and offboarding and act as liaison between vendor and employees.Project manager on continuous improvement project to correct current processes and procedures.Perform quality assurance on documents that have been previously tagged and scanned into KwikTag,Observes the condition of the office and works closely with facilities department to complete any work around the office. Manage and coordinate meeting space calendars’ and logistics for the CFO, executives and directors. Maintain all confidential documents related to visitors.Provide additional assistance and support to the helpdesk.

Washington D.C. Metro Area

Monitored and analyzed the overall call quality of Tier 2 Helpdesk calls to ensure the communication meets quality assurance standards. Documented quality issues and performance measures for management team review. Provided insightful and helpful feedback in coaching sessions with technical associates. Worked with management team to plan and develop new quality assurance metrics for Tier 2 level helpdesk.Developed and executed new training for the development of the department, Facilitated weekly call calibrations with management team.Teamed with the helpdesk managers to develop helpdesk representative’s performance and create action plans to improve quality scores.

Silver Spring

Demonstrated proficiency in technical writing and troubleshooting of all product lines. Evaluated customer service data and prepared process improvement recommendations.Served as trainer and advisor to supervisors and served as backup supervisor in absence of Management.Resolved customer complaints and escalations to ensure customer satisfaction. Trained new hires on processes and procedures to ensure quality assurance standards are met. Examined and tracked issues and resolutions in department database.Created action plans based on uncovered strengths and opportunities discovered through observation.

Master Of Social Work - Msw, Social Work

Bachelor'S Degree, Social Sciences

Associate Of Arts - Aa, General Studies

Bachelor'S Degree, Business, Management, Marketing, And Related Support Services

While attending Bowie State, I worked diligently to gain credits in Business Management while maintaining a full-time career in operations.