Responsible for directing the operation and facilitating interdepartmental cooperation, analyzing departments’ and service needs and making adjustments as needed for transportation company focused on serving the disabled community. Responsible for managing the budget, safety, and risk-management.- Compile and submit payroll to ADP; review wages computed and correct errors to ensure accuracy of payroll and that employees are paid on time; and record changes affecting net wages.- Investigate, make, and execute employment decisions up to and including terminations.- Ensure contract-compliance and maintain rapport with clients within the public sector.- Manage day-to-day operations, analyze issues affecting performance, and adapt strategy quickly.- Provide general guidance to department managers, including Operations, Customer Service/Call Center, Finance/Payroll, and/or Human Resources.- Assist the corporate office with contract procurement, overall operational analysis, and price proposals.

Responsible for facilitating interdepartmental cooperation between Dispatch and Customer Service; maintaining rapport with the general public and with the public sector clients; and assuming the duties of the Assistant General Manager and/or General Manager as needed.- Coached a department of 45 call center agents, 3 supervisors, and 1 lead to work together effectively.- Recruited and provided extensive training for all new hires, including: managers of both Human Resources and Certification departments; dispatchers; and schedulers.- Investigated and administered employment decisions, including attendance follow-up and terminations.- Designed, coordinated, and drove company initiatives for recruiting, learning and development, wellness, benefits, employee engagement, and new-hire onboarding.- Managed payroll in ADP for Customer Service, Certifications, and Operations departments.- Maintained company integrity by upholding office protocol and client privacy. - Developed rapport with the community and the members of the Service Review Advisory Committee.- Spearheaded special projects, including developing standard operating procedures and on-site provider training.- Assisted in the provision of strategic planning and direction to the operations.

• General supervision of individual agents in providing exemplary customer service.• Recruited and interviewed applicants to become newly hired agents.• Provided a very extensive level of training for all newly hired agents, current employees, as well as fellowincoming supervisors.• Performed evaluations to efficiently improve agent performance statistics.• Provided hands-on coaching to advance customer-handling techniques.• Utilized the call center matrices to ensure a high quality of service is maintained by monitoring theinbound queue for call service quality, hold time, and abandon rate.

• Achieved all contract goals associated with an inbound call center receiving 5000+ calls per day. • Managed and coached a department containing 50+ call center agents, supervisors and leads. • Created and initiated fresh strategies to exceed department goals and expectations. • Developed and analyzed relevant daily, weekly, and monthly measuring performance reports. • Recruited and provided a very extensive level of training for all new hires as well as current employees. • Assisted in the preparation of the budget for the quarter and managed the organizations resources within those budget guidelines.