Paula Rosenbaum Email and Phone Number

Data entry and recording of all incoming/outgoing material, deliveries to various job sites, yard inventory,and tracking truck time for Griffith, Valparaiso, and Lowell plants.

Temporary contractual position creating complex reporting through the use of advanced Excel skills for 3rd party annual auditing purposes, as well as general office administrative tasks.

Supported the objectives of department managers for the Care Center, B2B, and Help Desk divisions. Tracked distribution, benefit use, and performance data across the departments. Worked directly with team members to identify and remove obstacles to service/productivity. Coordinated events and meetings; made travel arrangements. Managed department calendars and prepared agendas.Key Achievements:• Recognized as a Top-Performing staff member by leadership team. • Spearheaded the Care Center’s “Positive Plays” initiative, which recognized associate’s that go above and beyond for customers (both internally and externally) • Recognized by leadership for the facilitation and cultivation of communications across the organization, regardless of title or position.

Supported 400+ call center managers/leaders through training, benefits administration, and process improvements. Developed and implemented strategic operations plans to mitigate risk, increase retention, and enhance customer service. Conducted onboarding professional trainings to help staff develop expertise in call center operations, legal regulations, and corporate policies. Evaluated employee performance and provided detailed feedback. Assisted service leaders draft Performance Improvement Plans (PIPs). Conducted personnel hearings and documented HR events. Initiated corrective actions and terminations as needed. Key Achievements:• Promoted rapidly from Associate Relations Coordinator to Associate Relations Representative; hired as a full-time team member by US Cellular after working for 3 months on a temporary contract. • Selected by leadership to train new call center staff members; led 18-25 onboard trainings per year. • Demonstrably increased employee satisfaction/retention by working with recruitment team to analyze turnover rates, identify trends, and optimize onboard training programs. • Improved efficiency and customer service by leading peer calibration meetings with call center associates to monitor, evaluate, and adjust individual performance. • Developed and launched a workplace injury and reasonable suspicion leader program; generated a list of preferred medical providers and trained associates in injury response procedures. • Spearheaded enterprise-level projects, including telephony conversion and vacation carry over programs by thoroughly identifying conversion impacts to associates and the degree to which additional training was needed for each characteristic. (changes in logging in; placing the customer on hold; authenticating the customer, etc.)

*Originally hired by external employment agency Kelly Services in 2006 and assigned to US Cellular on a temporary contract. Received a promotion during contract and permanent assignment to US Cellular in 2007, then hired directly by US Cellular to perform the same role from 2008 to 2013.