Founded in 2016, I write professional, customized resumes, cover letters and Linkedin Profiles - Create over 50 resumes a month - Generate over $10,000 a year in sales - Receive reviews on over 10% of services rendered, maintaining a 4.9 star rating on Thumbtack

I have interpreted, evaluated and, developed recommendations to improve the workforce to reduce overhead and increase customer satisfaction and experience, operating in a remote environment since the start of the pandemic - Prepared and managed schedules for up to 300 employees using the Teleperformance Contact Center Management System paint-in scheduling system and text-entry scheduling systems - Recorded and monitored daily attendance, creating over 5 attendance reports to identify outliers and spot trends - Monitored real-time schedule adherence using RTA and Canvas, connecting with a team of 4 to reduce shrinkage by over 10% in less than a year- Conceived and produced more than twenty different daily, weekly, Month to Date and End of Month reports on schedule adherence, aux usage, shrinkage, attendance, and in-depth audits- Created more than 200 AD-HOC reports on productivity, KPIs and attendance

I handled tier-three escalated inbound calls in a high-volume telecommunications industry customer support call center. Supervised, coached and developed first-level management staff. - Developed daily, weekly, and monthly KPI reporting for the existing Subject Matter Expert program- Established coaching and QA guidelines for the Subject Matter Expert program consisting of 25 employees- Encouraged the formation and development of tier-three escalations team by identifying an unanswered need in operations and bringing the idea to the proper individuals

- Managed a real-time team of 3 - 15 people in a fast-paced, high-pressure fast food environment. - - Managed waste costs versus sales and labor on an hourly and daily basis. - Influenced the creation of an exceptional customer service to a diverse range of demographics

Managed a team of agents in a supervisory role in a high-volume inbound retention customer service department. - Established a rotating team of over 60 Subject Matter Experts, aiding with real time calls, technical support, and supervisor escalation calls; crafted a knowledge test and built a ranking system in Excel to determine which individuals were performing at the necessary levels to earn the opportunity- Initiated coaching sessions with employees on a daily and weekly basis to develop action plans for developing existing key performance metrics; created individual employee portfolios with charts and graphs to visualize their KPIs, attendance, and performance trends- Monitored real time aux usage and call volume using Canvas and RTA of over 500 agents with up to 300 calls holding during AHOD events- Built over 20 reports on call drivers, quality trends, aux usage, productivity, call volume and other KPIs

- Managed a real-time team of 2 - 3 people in a fast-paced, high-pressure drive through environment. - -- Managed waste costs versus sales and labor on an hourly and daily basis. - Devised and implemented exceptional customer service techniques and taught them to new staff members- Established, monitored, and maintained all food safety and product quality expectations

- Generated calls in a high-volume outbound call center for market and government research purposes.- Implemented coaching, training and development to other agents on the floor - Influenced the hiring and development process.