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Coordinator, Leadership And Learning Team Resume

Washington, DC

PROFESSIONAL PROFILE:

Offering a steadily advancing 20 years of exceptional project, technology, and operations management history in the areas of talent acquisition and customer service delivery. Highly motivated and accomplished professional with significant experience demonstrated in the telecommunications and technology industries. An asset to any organization seeking human resource, program and project management delivery.

CORE COMPETENCIES:

Attention to Detail Customer Service Critical Thinking and Analysis Employee Champion Flexibility Information Management Interpersonal Skills Integrity/Honesty Self - Management Performance Management Team Work

COMPUTER SKILLS:

MS Office (Word, Excel, PowerPoint, Outlook)

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Coordinator, Leadership and Learning Team

Responsibilities:

  • Data management activities; independently execute reporting and analysis associated with collecting and manipulating statistical data, surveys and assessments
  • Problem solving; investigate, educate and resolve intermediate to complex escalations and queries to provide functional expertise to staff members and department heads
  • Identify and manage regulatory risk; ensure and enforce learner and vendors are compliant with internal policies and negotiated contracts
  • Project management; design and develop fiscal year calendar. align and coordinate event management services and logistics for programs
  • Strategic planning and execution; project and market weekly and monthly to target audiences to increasing enrollment for programs
  • Develop and manage communication interactions in a diverse multicultural environment with learners, managers, internal and external facilitators and vendor regarding framework guidelines and responding to general requests for information
  • Collaborate and provide input to budget, leadership teams and Human Resources Business Partners in developing and implementing new projects
  • Position company for global growth; interview, train and mentor new talent in onboarding process to increase retention

Confidential, LARGO, MD/ FALLS CHURCH, VA

Senior Supervisor, Applications System Support

Responsibilities:

  • Supervised 20 Helpdesk Customer Service Representatives: strategic management of master schedule, goal setting, and evaluation
  • Developed benchmarks and reporting performance metrics; data analysis of operations and helpdesk workload trends
  • Risk Management for real-time call center issues resolution
  • Conducted stakeholder outreach for continuity of operations and Service Level Agreement (SLA) compliance
  • Managed Talent Acquisition for career placement, advancement and succession planning
  • Promote excellent customer service, effective response times, exceptional internal communication practices and provide expert insight in to general support issues in collaboration with Senior Leadership
  • Enforced Quality Assurance delivery based on service guidelines by communicating new policies, procedures, and audits of CSR’s performance confirming SOP utilization for customer satisfaction
  • Trained helpdesk staff on operational procedures and troubleshooting techniques
  • Analyzed and identified trends in issue reporting and devising preventative solutions
  • Was responsible for the performance goals for Multiple Systems Team email and call handling response time and adherence to all policies and procedures
  • Collaborated with Operations Managers to support forecasting, staffing and capacity planning of staff
  • Managed deliverables for the Multiple Systems Team and coached call center staff
  • Proposed changes to hardware, software and business processes to improve system efficiencies and customer service operations

Confidential, SILVER SPRING / BELTSVILLE, MD

Subject Matter Expert

Responsibilities:

  • Improved and achieved performance results, utilization, decreased lost time and ensured maximum line coverage with minimal overtime
  • Resolved all adherence/AUX coding discrepancies to improve utilization and reduce lost time
  • Partnered with Leadership team and Associates bridging the gap with RMG and the Call Center
  • Provided real time support to Top Tier call center teams managing deficiencies, while, promoting efficiencies in escalation and resolution
  • Produced and analyzed incremental performance results
  • Conducted peer to peer coaching and development sessions to improve performance results

Administrative Support Specialist

Confidential

Responsibilities:

  • Provided administrative support for the Resource Management Team to ensure that service and access levels are enough to support customer needs for our retention group (Mid Atlantic Potomac Area) work schedules for two offices of approximately 175 associates which includes monitoring weekly work tours, lunch breaks, development sessions, vacations and medical appointments, and tour changes
  • Processed payroll and audits spreadsheets and correspondence for management and associate staff
  • Managed employee call-ins documenting deviations and tracked potentially long-term leaves of absences including Family Medical Leave Act and disability

Office Support and Administrator

Confidential

Responsibilities:

  • Conducted Route Call Analysis for Billing and Customer Service Complaints and Escalations
  • Prepared monthly bookkeeping for expense vouchers and budget for management and associate staff
  • Audited and tracked daily and monthly billing adjustments for over 500 customer accounts
  • Created and provided data reports and spreadsheets for loss revenue reports, trouble reports and daily scorecard
  • Created and coordinated office appreciation, recognition activities, and luncheons

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