Good Greek Moving & Storage WPB, FL March 13, 2023 - Present Internal Document Internal Document Auditor Encourages productivity and efficiency by having a strong focus on getting results and proactively identifying and implementing effective solutions while ensuring quality is a priority.Conduct operational, compliance, and information system audits across all branches. Scrutinize records to ensure accurate transaction recording and compliance with policies.Evaluate and communicate any known or potential weakness in operations policies, systems, tools, and processes, uncovered during audits.Implemented procedures, and suggestions that resulted in decreased chargebacks.

A dynamic leader with over 15 years of hands-on experience with customer service, inbound and outbound calls, and warm sales. I am known for my ability to swiftly analyze the current business­ state, identify strengths and areas of opportunity, then create and execute plans to fine-tune or completely transform businesses' functions. Have successfully implemented programs that improved customer satisfaction, reduced errors, reduced customer complaints, and improved employee morale. I possess the necessary skills to lead call center team members in an office setting and remotely.

Impact: Implemented plans that increased call volume from below 50% up to and/or above 90% Overseen operations for three call centers; one USA and two Philippines locations. Directed and coached five managers with 320 employees.Ensured high levels of productivity for each call center location.Administered performance management by diagnosing improvement opportunities, provided effective feedback, coaching, training, professional development, and corrective action plans.Formulated and executed result oriented business strategies. Created and delivered Management 101 training program that improved harmony in the workplace. Composed inbound and outbound call scripts to facilitate agents in providing accurate information and up-selling of other products. Handled escalation requests from customer service managers, and supervisors. Initiated Quality Analyst department; developed and reviewed performance reports, identified areas to improve, and implement measures that improved performance levels.

•Overseen the day to day operation of the departments for a 24/7 operation. •Head Quality Assurance Team to promote and enhance excellent customer relations; Associates QA monthly average scored previously 60’s – 80’s increased to 80’s – 100 % •Assist with the start up of new Call Center.•Participated in the training on all three shifts for both FL and TX Call Centers.•Work closely with the Director of the Call Center Operations to facilitate communication of company policies, changes, additions or removal of product offers and services.