Twane Grays Email & Phone Number

Dallas/Fort Worth Area

• Managed and directed the day to day operation of General Business and MyAccount agents.
• Reviewed and analyzed request submitted by Business MyAccount agents to ensure proper escalation and follow up of customer issues.
• Trained, evaluated, coached, mentored and set measurable goals for agents.
• Provided feedback relating to performance and goal achievements.
• Analyzed processes and submitted revisions and defect request when necessary.
• Supported a customer base of over 2.2 million customers for the #1 Retail Electric Provider in Texas.

• Developed, delivered and evaluated client training to achieve desired levels of knowledge via various media including, but not limited to, classroom instruction and web seminar while sustaining an average customer.
• Collaborated with instructional designers to provide constructive feedback during the development of new training curriculum and tools.
• Facilitated and managed training operations including scheduling, tracking of client participation and course evaluations, billing and inventory.
• Maintained an appropriate level of HR/Payroll industry compliance and technical knowledge.

• Discovered, analyzed and implemented payroll, benefit and HR information in accordance with the client’s established guidelines and maintained or exceeded an on-time performance standard of 85% or better.
• Provided additional instruction to client regarding the use of Ceridian products.
• Assisted client with testing and 1st live processing of their payroll with Ceridian.
• Assessed client needs and recommended Ceridian products to help them function more efficiently.
• Advised client regarding “Best Practices” throughout the implementation phase.
• Established and maintained professional relationships with client contacts.

• Conceptualized, developed, edited materials and trained new employees for the customer service call center.
• Developed and implemented a “save the sale” process which resulted in a savings to the company of more than $124,000 during the initial week of operation alone.
• Expeditiously processed and resolved complaints submitted by customers to CEO and his executive officers.
• Provided administrative support to a sales staff of 150+ representatives and managers by organizing and facilitating weekly staff meetings and conducting periodic presentations