Responsible for developing web and mobile interactive content for Driver’s Alert Learning Management product suite (LMS Courses). Tasks assigned required strong wiring skills, attention to detail, and an in-depth understanding of current instructional design practices and experience in QC.

Directed the day-to-day activities of onsite and offsite agents and quality control (QC) team members within a 24/7 contact center. Oversaw and participated in hiring, training, scheduling, and performance appraisals to build a strong team. Identified customer concerns and addressed issues immediately. Matched employees with tasks to boost their productivity and increase morale. Developed a more intensive hiring process and eliminated use of temporary agencies.– New program saved… Show more Directed the day-to-day activities of onsite and offsite agents and quality control (QC) team members within a 24/7 contact center. Oversaw and participated in hiring, training, scheduling, and performance appraisals to build a strong team. Identified customer concerns and addressed issues immediately. Matched employees with tasks to boost their productivity and increase morale. Developed a more intensive hiring process and eliminated use of temporary agencies.– New program saved company money, streamlined the training process, and reduced turnover. Researched and recommended a new payroll system to reduce errors and boost efficiency. Created a customer 800 number to collect customer information and address issues in a timely manner. Drafted and implemented specific Standard Operating Procedures (SOPs) for the organization. Implemented a swing schedule to maximize coverage in the call center, while reducing unnecessary staff.Office Manager (2012 – 2013)Recruited to take on office management responsibilities during a challenging company transition. Quickly identified waste and inefficiencies in the department. Improved pricing strategies, leading to increased revenue and decreased waste. Show less

Editor, trainer,CCO: providing customer service and response for a company offering a 24/7 decal-based driver observation program and online safety and training to more than 10,000 companies with over 600,000 vehicles in every possible industry in North America. Editor and Shift Supervisor tasks include reviewing/editing/quality control/audio accuracy of each call before sending to client company; making direct contact with comapnies when imminent danger or towing calls require immediate… Show more Editor, trainer,CCO: providing customer service and response for a company offering a 24/7 decal-based driver observation program and online safety and training to more than 10,000 companies with over 600,000 vehicles in every possible industry in North America. Editor and Shift Supervisor tasks include reviewing/editing/quality control/audio accuracy of each call before sending to client company; making direct contact with comapnies when imminent danger or towing calls require immediate attention; supervising onsite and offsite operators. As DA Trainer, I train new agents to work in the call center. They learn how to control a call, ask required quesitons, keep the caller on track, manipulate the DA screens, and handle all calls maintaining the standards established by Driver's Alert.www.driversalert.com Show less

Responsibilities included word processing, data entry, spreadsheet development. Operated a multi-line phone system, fax, copiers, printers, postal, and other office equipment. Prepared print materials (correspondence, reports, statistical tables, proposals) with accurate spelling, grammar, punctuation, proofreading, and writing techniques. Knowledge of Microsoft Word, Excel, Outlook Express. Managed accounting and customer support functions for a mini-storage facility owned by AI.

Wrote news articles, newsletters, meeting notes, press releases, brochures, and other documents. Translated technical language into easy to understand information for non-technical readers and end-users. Wrote scripts for corporate marketing presentations, conducted interviews, created training and instructional materials. Reviewed, edited, and made corrections to technical reports and related documents for clarity, spelling, punctuation, and logical organization. Directed and edited video… Show more Wrote news articles, newsletters, meeting notes, press releases, brochures, and other documents. Translated technical language into easy to understand information for non-technical readers and end-users. Wrote scripts for corporate marketing presentations, conducted interviews, created training and instructional materials. Reviewed, edited, and made corrections to technical reports and related documents for clarity, spelling, punctuation, and logical organization. Directed and edited video presentations for sales and training seminars. Show less

Video production manager for automotive software company. Designed, researched, and wrote training materials and demonstration videos for on-site dealership systems. Produced and directed presentations in Great Britain for Ford Dealership accounts. Responsible for development and creation of trade show and sales training seminar materials.

Sales professional for the dealer services division of ADP. Had three state territory. Recipient of Fast Start Award. Chosen to participate in national sales convention. Demonstrated Sales, Accounting, Service, and Parts systems to dealerships and in seminar situations.

Produced corporate sales and marketing video presentations for Automotive Financial Software Corporation in Atlanta, GA.