Monitored concurrent workloads, call traffic, and outsourced calls, utilizing Aspect ACD, advanced reporting tools, and TCS software. Collaborated with directors and managers in designing and implementing new policies and procedures to ensure service goals were met. Presented reports on daily traffic volume, headcount analysis, and impact on service levels. Developed and taught several training courses for all phone representatives to improve talk time, troubleshooting skills, and call… Show more Monitored concurrent workloads, call traffic, and outsourced calls, utilizing Aspect ACD, advanced reporting tools, and TCS software. Collaborated with directors and managers in designing and implementing new policies and procedures to ensure service goals were met. Presented reports on daily traffic volume, headcount analysis, and impact on service levels. Developed and taught several training courses for all phone representatives to improve talk time, troubleshooting skills, and call efficiency. Monitored schedule compliance, real-time performances, and unusual call volume that improved productivity of approximately 1,000 phone representatives. Show less

Managed and controlled a high volume industrial silkscreen department. Hiring, training, and performance management of employees. Administered the department’s budget while preserving workforce and maintaining machinery and equipment. Negotiated contracts with suppliers and clients. Responsible for vendor relations, the acquisition of new clients, delivering on deadlines, and quality assurance.

Managed and directed daily operations of the paint shop. Trained new employees and monitored required supplies. Ensured consistent deadline compliance. Communicated with other departments such as in metal fabrication and chemical plating. Ensured quality standards of products were met.