-Create and update agent schedules-Monitor agent status’s -Alert management of time overages -Run reporting for a management -New Agent Training -Training for any new WFM curriculum -Assist management with time off requests and planning-Act as a liaison between call centers and IT to communicate and execute improvements and refinements to the reports, call routing and processes

· Continuously monitor agent performance using systems such as Interaction Desktop, IC Business Manager, Interaction Optimizer and related contact center tools· Compiles, analyzes and interprets data and makes real time strategic and tactical recommendations to management through identification of selected data to determine trend patterns, variances, anomalies, call center key events, changes in the market, etc· Maintains and modifies associate schedules once released based on unplanned events or activities· Manage proactive approval and denial of discretionary activities; such as vacations, trainings, meetings, 1:1 sessions, etc.· Collects daily unplanned exceptions (call outs, late arrivals) and update the workforce management system, Interaction Optimizer· Perform agent skill set administration to ensure appropriate staffing levels and workload balance· Monitors productivity metrics and schedules to ensure adequate staffing in coordination with all daily scheduled events, etc.· Maintain daily event log of any systemic and or operational issues impacting performance· Create and Maintain Microsoft Excel based spreadsheets used for tracking performance and identifying trends for the Customer Retention and related departments· Monitors and tracks industry trends and state regulations to ensure regulatory requirements are adhered to and prevent litigation against the organization· Provide Dialer Architect with information used to change the dialer parameters to meet business customer needs · Monitor the call center for the execution of leadership expectations, strategies, and production campaigns· Monitor, analyze and evaluate systems and processes to ensure proper operation· Identify opportunities for improving results or systems themselves, and present recommendations to management

Ticket scanning, merch seller and box office associate

· Processes payments including verifying, classifying and posting transactions· Provide support to collections agents, supervisors and managers with payment system· Print, code & post Bankruptcy checks to indicated accounts in ADS· Reconciles ledger to ensure that all payments are accounted for and properly posted, requests disbursements, and assists with discrepancies· Processes incoming mail including: dispute letters, returned mail & checks.· Assists customers that call the department/office with issues and determines the best answer based on knowledge of the business (transfers calls to others as appropriate)· Handle E-Oscar requests for credit reporting daily· Process follow up scheduled payments · Update and send out scheduled payments report daily·Monitor support team emails and handle as needed

Order EntryEnsure timely and accurate entry of all ordersFiling and maintaining the order entry department Communicating with other departments on specific order questions as neededAdapting to constantly changing priorities and schedulesKeeping updated on shipping requirements, different carriers and methodsAssisting with order logging as needed

As a Contract Entry Specialist my main goal was to input information from 10+ types of contracts in two programs, SalesForce and FastLane, in order to store and keep track of contact information, billing and package selection regarding advertising. This was a contract position so I was a short term opportunity but it helped me realize how fast I am on the computer and how well I can multitask. I am quick to input information and to navigate multiple screens. I also had a part in communicating with advertising consultants when information was missing or incorrect where I offered excellent service. I was able to enter 2-3x the average amount of contracts per agent in the month of May. I also received two recognition's from advertising consultants for my excellent service in the form of "spark points" given to my manager on my behalf. I also received many compliments via email from many of the sales consultants I would help to complete the contract process in a timely manner.

This position has allowed me to gain experience in many departments including, accounting, human resources, accounts payable and receivable, and advertising along with office management and reception. It has given me a great sense of my skill set and allowed me to utilize my strengths to maintain a fully organized and functional office. I work directly with the President of the company with scheduling, customer relations, and advertising. I was able to optimize organization in the office and in the field by creating custom order forms and sales folders. My daily duties include screening and scheduling consultations for all services and ordering materials for window and door projects. I also act as the accounts payable and receivable clerk. I was able to use my creativity to facilitate the creation of a new innovative company website in order to draw in new customers. I also communicated with our advertising partners to maintain company accounts and oversee our ad campaigns. I oversee and maintain all company social media accounts to generate buzz and draw in new customers. I also maintain financial records for all employees, payroll preparation and administration weekly. I have also assisted with the hiring process for our sales and canvassing positions.

I was able to learn more about excellent customer service as well as strategies for successful sales. My responsibilities included cashiering, stocking, cleaning, organizing shelves, driving sales through suggestive selling, handled tasks delegated from management and promoted store events and rewards program. This position was a great learning experience and I know the skills I learned will benefit me in future positions.

Maintained professional customer service and directed calls to appropriate personnel, maintained a clean store to make sure it looked presentable and professional, provided help to customers within the store and helped them find merchandise, directed customers to open cashiers keeping the line moving at a steady pace, promoted store events and upcoming sales, and kept cashier station stocked, clean and organized.

My position at U Club on Frey was a pivotal learning experience and I was able to improve and learn many new skills. My position as leasing assistant was responsible for phone reception, transferring calls to the appropriate extension, following up with potential residents, providing guided tours of our property, assisting with social media and viral marketing, promoting property events and facility updates.