TRANEDevelop and maintain positive working relationships with Commercial Sales Offices nationwideProcess customer orders and manage them throughout their lifecycleAnswer emails and chats from Sales Offices regarding order changes, order expedites, product returns, and other general inquiriesResearch and resolve any customer issueWork cross-functionally with sales offices, product management, factories, logistics, and shipping to meet customer requirementsProactively keep current on product knowledge and customer service standard workUse problem solving skills to improve processes

Provide direct supervision for a large Emergency Rental Assistance Program (ERAP) Case Specialists and served as secondary reviewer of program applications. Manage and/or provide day-to-day leadership to Case Specialists engaged in specified ERAP project activities, as appropriate to the position. Maintain working knowledge of a large ERAP application processing criteria and adhere to outlined policies and procedures. Provided daily operational updates to Operation Manager and Case Coordinator. Conducts daily team huddles with Case Specialists to push and pull relevant updates as it relates to ERAP Providing ongoing front line technical support for my team to assist them in resolving internet connection and speed issues. Monitor Case Specialists performance, productivity, and adherence to outlined policies and procedures and provide guidance and/or escalation as needed. Worked professionally and with due diligence to expeditiously meet quality and production requirements. Served as direct escalation point for Case Specialists for items related but not limited to attendance policy, performance management, quality control, fraudulent activities, and applicant complaints. Assist with onboarding of new Case Specialists.

Helped develop team procedures and processes for the startup call center project. Monitored a staff of 30 call center representatives. Ensured my team members adhere to company policies. Gave individual coaching and training to team members in problem areas. Maintained the work schedule for my 30 person team. Provided remote support to get new call center representatives’ software installed and configured on their computers. Provided ongoing front line technical support for my team to assist them in resolving internet connection and speed issues. Supervised a team of contact tracing units that include epi leads, case investigators and contact tracers. Coached staff on achieving contract tracing goals, offering feedback on performance. Coordinated schedules and provide daily remote supervision and troubleshooting. Tracked daily and weekly progress for team members. Enforced all policies, procedures, protocols, and communicate process changes or new instructions to the team as appropriate. Triaged and escalate issues from units, brainstorm and implement solutions. Performed supervision, epidemiology, case investigation and/or contact tracing duties for team as necessary based on workloads.

Drove passengers for Uber (4.98 star rating) and Lyft (5 star rating). ​Drove minors to school, school activities, extra curricular activities, doctor's appointment and social gatherings​ for VanGo. ​Drove non-emergency eldercare patients to doctors appointments for ​National Mobility Eldercare Inc. Drove school aged children from school to tutoring sessions for Old School Tutoring LLC.

Answered phones and set appointments for a 25 man-staff, in 4 different markets. Processed payments for customers. Handled collections. Maintained a high level of customer service. Dispatched for a 25 man-staff in 6 locations. Coached and Mentored 10 member team.

Answered phones and customer service for the retail store. Maintained the office - including QuickBooks and inventory control. Handled payroll, deposits, collections, and maintained checkbooks. Handled Accounts Receivables and Accounts Payable.

Managed approximately 50 bookkeeping clients. Served as the contact person fielding and routing telephone calls, responding to customer and vendor inquiries. Networking with several groups in the Katy area. Performing wide-range of office functions such as updating and managing schedules, and maintaining client database.

Answered phones and set appointments for the fifteen-man staff, including scheduling warranty service. Maintaining the office-including QuickBooks and inventory control. Handled payroll, deposits, collections, and maintained checkbooks. Handled Accounts Receivables and Accounts Payable.

Answered phones and set service appointments for the HVAC technicians, including warranty service. Processed payments for customers. Maintained a high level of customer service. Dispatched for a 10 person field technicians. Coached and mentored 3 person office staff.

Answered phones and set appointments for the five-man staff, including warranty work. Maintained the office, including bookkeeping in QuickBooks and inventory control.