Summary of Relevant Skills

• Accomplished in setting priorities; conveying expectations; reviewing results and performance; training and supervising staff; planning, scheduling and coordinating staff and resources.
• Proven record of exhibiting innovation, good judgment and analytical problem solving skillswhen making decisions. Demonstrated ability to analyze and improve work processes and policies.
• Excellentcommunication skills to build trust, gain respect, and bring together diverse personalities to achieve team success.
• Proficient in Windows NT, 98, 2000, ME and XP; MS Office Professional 2000 and 2003 including Word, Excel, and PowerPoint, and IEX, Avaya, and Digital Solutions.
• Committed to putting forth the energy and effort necessary to achieve high levels of accountability.

Education & Training

Bachelor Science in Business Management
Workshops: Completed extensive training in supervision, customer service, and product knowledge

Managerial Experience

Financial Operations Supervisor, Confidential, (September 2009- September 2010)

• Managed monthly and annual performance metrics
• Ensure timely and accurate payments to participating hotels
• Developed,coached, andmonitored the floor in order to provide assistance.
• Establish and organize team procedures to ensure efficient operations and maximize employees' performance.
• Identified and solve for problems or roadblocks before they arise, proposing clear solutions and once approved seeing these through to realization.
• Recruited, interview and hire new agents.
• Handle Escalated customer servicecalls and resolved them effectively.
• Reviewed daily in and out call volumes and net progress data.
• Ascertained need for labor, equipment and other resources in the company.
• Analyzed and ascertain cyclical labor requirements.
• Identified process errors through audit and/or review of procedures.
• Corresponded with peers and coordinate with Supplier Relations to resolve hotel reconciliation issue resulting from invoice processing identify trends and assist with corrective action.
• Planned and executed the workload of my team to maximize qualitative and quantitative performance versus established organizational benchmarks

Confidential - Baton Rouge, Louisiana
Seven years of progressive responsibility and achievement, April 2002 to September 2009.
Operation Supervisor, Sprint/Nextel Services (March3008 - September 2009)

• Directed daily coaching and supporting team supervisors in a service center/operations environment. Also responsible for ensuring client service levels and budgets are met on a consistent basis.
• Analyzed performance results and implementation of department improvements.
• Planned for upcoming organizational needs and implement strategies in a proactive manner.
• Analyzed and maintain all client (SLAs) service level agreements.
• Produced department operates efficiently according to client and company measures.
• Facilitated the maintenance and testing of the project's business continuity plan.
• Arranged training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization's policies and applicable legal requirements.

Supervisor Experience
Confidential - Baton Rouge, Louisiana
Team Leader, Sprint/Nextel Services (July 2005 - March 2008)

• Directed daily functional supervision of 22-employee work group, including work assignment and attendance monitoring; providing input into staffing and hiring, training, developing, and completing performance appraisals. Modify operations as needed to meet service levels.
• Monitored, identify, and resolve performance behavior issues using appropriate management techniques; take action on time and attendance, personnel and payroll concerns.
• Reviewed daily performance statistics, and provide constructive feedback.
• Administered subject matter expertise to resolve escalated customer matters, and to ensure employee training needs are met.

Customer Service Experiences
Confidential - Baton Rouge, Louisiana
Four years of progressive responsibility and achievement, April 2002 to September 2009.
Customer Service Representative (April 2002 - July 2005)

• Answered inbound calls, and provided quality service and support to resolve customer account issues.
• Provided assistance by responding to service plans and billing information questions.
• Utilized extensive product knowledge to guide customers through purchase decisions, activation process, and account details.
• Generated new business, and expanded services for existing customer accounts.

Confidential - Grand Prairie, Texas
Customer Service Representative (February 2001 - August 2001)

• Implemented excellent analytical and organizational skills to coordinate and plan day-to-day facility deliveries and customer shipments.
• Monitored shipments to ensure timely and accurate pickup, delivery, cancellations, or returns.
• Created and implemented Excel spreadsheets to update, document, and track facility shipments and deliveries.
• Handled customer inquiries and submitted purchase orders for products. Resolved problems, and managed customer relations in a manner to ensure satisfaction and repeat business.