Robin Burrough Email & Phone Number

United States

Irving, Tx

Little Elm & Frisco, Tx

*Front of House, Back of House and all duties for those areas of the restaurant*Store Opening and Closing procedures*Sales and Marketing through cold calling on businesses and companies to attain Catering Orders*Procedures for the Food and Supply ordering for the stores*Set-up, Tear-down, and all necessary procedures for Full Service caterings*Balancing sales and reporting profits/loss on a dialy basis

Irving, Texas

Medical Management Bill Review for Workers Comp

Frisco, Tx

* Demonstrated effective Supervisory Leadership skills in managing teams of 10 - 20 associates* Conducted Bi-Weekly/Monthly Feedback Sessions to each associate * Effectively led my team exceeding company and team objectives (monthly & quarterly).* Initiated/Implemented/Participated in interviewing, hiring, testing & certification for new hires* Effectively and efficiently supervised the staffing of the night shift in a 24 hour ACD center. * Initiated Corrective Action when appropriate to meet Company expectations* Observed calls & provided feedback on a bi-weekly basis to ensure all team objectives were met* Interfaced directly with Human Resources to resolve internal concernsHuman Resources – *Effectively managed all duties as the single point of contact for the Human Resource dept. supporting a 300+ person Call Center while reporting directly to the V.P. of Human Resources residing in Canada.*Effectively managed all data input of New Hire employee information for the Frisco, TX & Tampa, FL call centers *Effectively initiated, managed, tracked and filed all Corrective Action for Performance and Attendance for the Center*Effectively initiated, managed, tracked and handled all paperwork for F.M.L.A., Workers Comp, Manual Check Process, and Incident Reports.*Effectively initiated and maintained all H.R. filing, Training Rosters for IT, Corrective Action Tracker, Attendance Tracker *Effectively managed the delivery of all New Hire Orientation sessions. Initiation of a roster of 32 New Hires along with all associated Paperwork – (I-9 forms, New Hire info forms, all file folders / forms, labels, Payroll forms, W-4 forms, Direct Deposit forms).*Approval, initiation, processing and tracking of all Employee Termination Sessions including delivery of the termination.

Ft. Worth, Tx

Quality Assurance – *Responsible for the Q.A. of Sales/Customer Service observations for the call center*Effectively handled all compilation & reporting of the Q.A. stats on a weekly, monthly and quarterly basis for the Richardson Call Center to the V.P. of XPS/Young Energy. *Effectively handled all Q.A. feedback directly to Associates, Supervisor, Manager and V.P. if/when any call metricwas not met along with resolution for immediate improvement.Trainer – *Effective Leadership skills demonstrated as seen through each set-up, delivery and certification of all New Hire Training Waves in Customer Service and Sales. *Demonstrated attention to detail with regard to the Pay Less Power “branding” along with overall training information of Pre-Paid Power and the servicing of the companies account base. *Reviewed / updated all Training manuals of PLP & New Talk businesses ensuring the correct information the Training Manuals were current and up to date according to industry standards. Asst. Manager – *Managed all duties of the Call Center Manager in his absence with the inclusion of associate management for Customer Service, (external and internal), Sales team.*Effectively maintained any and all associated reporting and interface with corporate and technical departments. *Effectively managed the company move from the Ft. Worth, TX. downtown location to a larger center. *Effectively contributed, planned and supervised the 2011 Christmas party for the company handling all party details, (including menu through the making and presentation of the awards) and award presentation ceremony. *Effectively managed and handled all implementation of community/fun events from their inception for the call center ensuring all details were accounted for and all clean-up complete.*Discovered, scouted & hired key employees who made the business successful.*Effectively managed the Q.A. Team & Cleaning Crew.*Effectively initiated & administered Corrective Action.

Irving, Tx

* Demonstrated effective Supervisory Leadership skills in managing teams of 10 - 20 associates* Conducted weekly, monthly and annual feedback sessions to meet/exceed all Performance/Attendance Objectives* Demonstrated effective interface skills regarding Human Resource issues and all employee concerns * Participated in all interviewing, hiring and certification process’s for new associates* Effectively and efficiently supervised the staffing of the night shift in a 24 hour ACD center* Supervised hiring, development and implementation of the Business Services Group Operational Control staff inclusive of Annual review objectives and Incentive Award Process.* Effectively monitored/managed five Remote Associates - (tele-commuters) * Effectively interfaced/supported assigned Regional Sales teams; 25 Sales Directors; 200 Branch Managers their Sales Associates with their respective customer bases. * Demonstrated effective management to attain daily resolution of multiple “Credit Packages”, (5k – 750k), requiring an extensive approval process. * Developed, Managed and maintained an intra-team rewards program based on meeting all objectives through implementing team input and ideas* Supported all Sprint State & Government annual contractual accounts to resolve post billing issues in a timely manner. * Effectively interfaced directly with Finance to resolve aged issues, (5+ yrs.) and attain payment for Government & International billing issues.