https://www.flickr.com/photos/cjstiles/

Scheduling, retrieving and documenting time-critical and sensitive product recalls.

Analyzing and providing feedback on text, web pages, images and other types of information for leading search engines, using an online tool.

Covid-19 vaccination Sites

Greet all patients, visitors and personnel upon entry to facility.

Manage CSRs and team leads to ensure quality, performance and set goals are achievedCarry out daily quality coaching, side by side monitoring and ongoing trainingMonitor schedule adherence and communicate exceptions to workforce managementMonitor call volume and service levels and reallocate resources as neededHandle escalated calls and take calls in order to maintain service levelPrepare and deliver development plans as well as corrective action plans;

Electronic Payment Processing

Held positions that include: Marketing, Sales, Customer Service, Administration, Cargo and Human Resources

Managed Call Centers for Sales, Customer Service and Employee Benefits, supervising up to 65 direct reports at one time Managed administrative staffImplemented procedures for recruitment and training of new department personnelProvided management sponsorship for Quality of Work Life programEstablish and enforce benchmarks for service levels and quality controlEnsured time-sensitive transactions or complex problem resolutions were handled in a manner that complied with department policies and proceduresProduced reporting and analysis of key performance indicatorsWrote development manual for Team LeadsProject ManagementCreated forms for Time off Request, CSR Moves, Quality MonitoringDeveloped and sponsored The Spirit ClubImplemented cross training program for customer service issues to eliminate "not my job" atmosphere, exceeding productivity by 10 percent while improving morale and feeling of empowerment for representativesReduced customer complaints by 80 percent and increased travel by 35 percent by negotiating changes for senior travel that eliminated advance ticketing, mileage restrictions and allowing standby At all time maintained CSR lost time at one percent or lower for available hoursReceived V.P. recommendation for Airport GM Candidate Pool. Studied airport operations and Special Services, recommending improvements and action planHad 12 ideas accepted in the Ideaas In Action program resulting in cost savings of more than 4 million dollars annually