• Currently managing 15 Team Leads and 195 representatives.• Responsible for payroll, weekly quality calibrations, and developing, training and coaching a business unit of 195 with 15 team leads.

Manager On Duty, Alorica Corporation (formerly Ryla Inc.-Verizon Project), Saraland, Alabama Aug 2010 to Dec 2011• Facilitate and manage the call center floor by using IEX and other real-time Work Force metric analysis tools. Actively insuring that the call center is leveraging all metric efficiencies.• Responsible for properly opening or closing out the call center site.

Associate Director, Alorica Corporation (formerly Ryla Inc.-Verizon Project), Saraland, Alabama Jan 2011 to Present• Currently managing 15 Team Leads and 195 representatives.• Responsible for payroll, weekly quality calibrations, and developing, training and coaching a business unit of 195 with 15 team leads.Manager On Duty, Alorica Corporation (formerly Ryla Inc.-Verizon Project), Saraland, Alabama Aug 2010 to Dec 2011• Facilitate and manage the call center floor by using IEX and other real-time Work Force metric analysis tools. Actively insuring that the call center is leveraging all metric efficiencies.• Responsible for properly opening or closing out the call center site. FCR Institute Trainer, Alorica Corporation (formerly Ryla Inc.-Verizon Project), Saraland, Alabama Feb 2010 to July 2010• Created one page trending sheet for finding key skill sets which were missing. Also responsible for inputting information in database for trending key issues and missing skill sets that associates were experiencing. Instructed individuals and groups in effective skill sets. Increased team member’s confidence through self-learning, self-discovery and problem solving.• Managed employee turnover through high level coaching and mentoring techniques. Improved employee satisfaction and retention.Team Lead, Alorica Corporation (formerly Ryla Inc.-Verizon & Alltel Projects), Saraland, Alabama May 2009 to Jan 2010• Responsible for 12 employees on my team. Managed metrics by improving skills and information awareness. Was the highest team in resolving customer service issues for First Call Resolution.• Managed payroll, quality coaching, action planning and development. Taught de-escalation skills training to insure first call resolution of customer issues. Managed customer bill and equipment credits as well as customer surveys.

FCR Institute Trainer, Alorica Corporation (formerly Ryla Inc.-Verizon Project), Saraland, Alabama Feb 2010 to July 2010• Created one page trending sheet for finding key skill sets which were missing. Also responsible for inputting information in database for trending key issues and missing skill sets that associates were experiencing. Instructed individuals and groups in effective skill sets. Increased team member’s confidence through self-learning, self-discovery and problem solving.• Managed employee turnover through high level coaching and mentoring techniques. Improved employee satisfaction and retention.

Responsible for 12 employees on my team. Managed metrics by improving skills and information awareness. Was the highest team in resolving customer service issues the first time.Managed payroll, quality coaching, action planning and development. Taught de-escalation skills training to insure first call resolution of customer issues. Managed customer bill and equipment credits as well as customer surveys.

Account Executive, Team Lead Fidelity Reserves Corporation Mobile, Alabama 2006 – 2008• Managed $1 million in debt settlement for our clients. Developing best practices for effective debt management programs. • Developed new effective teams that increased productivity and sales through proper coaching and mentoring skills.• Trained 20 agents after piloting a new payday loan department.• Created house hold budgets for credit counseling programs as well as debt settlement programs.

Managed $1 million in debt settlement for our clients. Developing best practices for effective debt management programs. Developed new effective teams that increased productivity and sales through proper coaching and mentoring skills.Trained 20 agents after piloting a new payday loan department.Created house hold budgets for credit counseling programs as well as debt settlement programs.

National Accounts Manger Sears Parts Direct Mobile, Alabama 1998 – 2006• Responsible for front end parts orders (Over 7 million available) and ordering correct parts based on question and answer techniques combined with the reading of schematic diagrams. Transferred to Parts Specialist department for research hard to find parts. Customer Relations department trained me in resolving customer service issues and returns. Also handled commercial accounts which ordered higher volume parts orders and various back end/offline queuing functions.• Increased sales by bringing a report on Richardson Sales Training to higher management. This was implemented by upper management and the entire network was 108% over on the sales goal for the year.

Responsible for front end parts orders (Over 7 million available) and ordering correct parts based on question and answer techniques combined with the reading of schematic diagrams. Transferred to Parts Specialist department for research hard to find parts. Customer Relations department trained me in resolving customer service issues and returns. Also handled commercial accounts which ordered higher volume parts orders and various back end/offline queuing functions.Increased sales by bringing a report on Richardson Sales Training to higher management. This was implemented by upper management and the entire network was 108% over on the sales goal for the year.