Establish programs, activities and services that prepare youth for success and that create a club environment that facilitates achievement of Youth Development Outcomes. Plan, develop, implement and evaluate overall programs, services and activities to ensure they meet stated objectives and member needs and interests; compile regular reports reflecting all activities, attendance and participation as required. Recruit, lead and provide career development opportunities for staff and volunteers. Implement administrative and operational systems to maintain a healthy and safe environment in the operation of the physical properties and equipment of the Club. Manage Unit financial resources assisting in the development of annual budgets. Control expenditures against budget. Develop and maintain public relations to increase the visibility of programs, services and activities within the Club and the community. Plans, organizes and directs/leads the overall unit programs. Oversees the administration of programs and activities that support Boys & Girls Clubs’ Youth Development Strategy. Evaluates programs on a continual basis and insures program/activities address the diversity of all members. • Created organized programs which helped increase average daily attendance from 85 to 98 members per day• Established a business partnership with all stakeholders to create a sense of community.

Provide total quality management and strategic goals for small businesses. Identify core competencies to support the organizations business strategy. In addition, establish mission and vision statements, goals and objectives to drive employee behavior and support the goals of the organization.

Managed team of Client Support Specialist and all daily activities of client support service team in a call center environment. Established clearly defined department and individual goals and objectives through department meetings, performance planning and monthly one-on-one conversations with staff. Provided periodic performance feedback and conducted annual performance reviews on all direct reports. Oversaw department hiring and terminations as required. Determined team training requirements utilizing feedback from Technical Support Specialist. Responded to client escalations and client surveys, ensuring resolution of issues met and exceeded departmental expectations.• Established new hire training program, coaching and preparing new hires to pass required skills assessment on first attempt, resulting in average pass rate of 90% after 90 days of implementation and reducing company training cost and increasing retention of top talent. • Aided in reduction of employee overtime by identifying alternate ways to perform task while on job and not working overtime during non-business hours.• Maintained 100% turnaround for dissatisfied customers via customer surveys though NPS (Net Promoter Scores)

Since being unemployed I obtained my BA in Business Administration. I have volunteered to help small small businesses identify core competencies to support the organizations business strategy, mission, vision, and objectives to drive employee behavior and support the goals of the organization In addition, I coach basketball for Boys and Girls club of Tracy, California and conduct basketball clinics for children 6 to 14 years of age.

ERS Call Center Dispatch Supervisor 1998 – 2008Directed, supervised, and evaluated workflow in a call center environment. Coordinated work activities, ensuring volume met operational requirements. Managed day-to-day application of organizational policies and procedures. Conducted training needs and analysis. Assisted in preparation and management of operating budget. Investigated and resolved questions / complaints from customers and insiders regarding received services and interaction with staff members. Provided technical expertise to other supervisors and unit staff. • Ensured compliance with company procedures by confirming dispatcher dispatched emergency roadside service request in less than 10 minutes, in addition to dispatching call to closest tow truck for service to customer in 30 minutes or less. • Verified dispatchers called members to update when promised time of arrival could not be met during high call volumes.• Assisted in hiring and ensured adequate staffing, meeting department standards.• Maintained exceptional customer satisfaction scores

Contract Station Relations 1996 – 1998Acted as liaison for call center operations and field operations. Resolved and managed damage complaints, service levels, tow truck and driver inspections. Completed damage claims from beginning to end, by conducting thorough investigations and determining cause. Ensured payment requests had adequate documentation and analyzed reports on account activity, trends, errors, and payment issues. Evaluated and monitored goals and targets for contract station network in support of business strategy. Provided training, guidance and constructive feedback on performance. Defined plans and monitored coverage requirements for contract station territory and verified service objectives were in accordance with business goals.• Maintained positive business relationships with contract station network and central dispatch facility, ensuring overall quality service delivery.

Interviewed, hired, trained and supervised dispatchers and call receivers. Provided coaching and feedback to employees for incoming emergency road service requests and ensured proper radio technique in a call center environment. Oversaw processing of member requests and processing of transactions. Handled customer escalations, processed member service complaints, damage claims and reimbursements for walking customers.• Helped with consolidation of 7 dispatch centers into 1 call center, resulting in increased staffing levels from approximately 40 to 280. • Established call center metrics, controlling and monitoring talk times, wrap up and employee breaks, implementation of new program resulted in increased monthly service levels and 80 percent of the calls being answered within 20 seconds after 6 months.• Provided continual inter-departmental communications, enhancing communications and improving department’s effectiveness in dealing with critical client issues as well as providing safe environment for employees to voice issues and identify solutions.

Oversaw dispatch operations in absence of supervisor. Monitored department’s daily operations including scheduling and coverage of radios. Provided training, coaching and feedback to dispatchers. Processed payments for contract station network. Processed member complaints and reimbursements for walk-in customers.• Identified need for formalized training for dispatchers after initial education and created formal procedure for training new hires, resulting in increased learning curve and establishment of clear picture of performance goals of dispatchers.