AREAS OF EXPERTISE:

• Federal and local government client support
• Troubleshooting User Issues
• IT and non - IT Contract Support
• Proposal Writing
• Budgeting and Forecasting
• Monitoring and Motivating Employees
• Call Center Technology
• Contract Support for $1.25 annual budget
• Contract Documentation and Metric Support
• Creating Training Documents

TECHNICAL SKILLS:

• Experience with Microsoft Office, Microsoft Project, Office 365, Printing, and Windows networking utilities.
• Troubleshooting Application Issues
• Operating Systems: Active Directory, HEAT, CA Service Desk, IVR, Cisco phone and switches,

PROFESSIONAL EXPERIENCE:

Confidential

Information Technology contract program manager

Responsibilities:

• Manage a team of call center agents that responded to 3,000-8,882 calls a month from students, faculty and staff via web chat, email and calls.
• Interview and hire qualified applicants to fill open post positions in a proactive and timely manner, following company interviewing guidelines. Also regularly evaluates low-performing employees for replacement, upgrade or transfer;
• Make initial/conditional job offers (for new employees) and job transfers (for existing employees) using company forms and procedures, offering rates, schedules and benefits in alignment with post contract requirements. Maintain and publish weekly Open Post List and actively manages job openings within division/branch;
• Create, modify and manage post schedules to ensure adequate coverage at all times. Ensures schedules are properly maintained in WinTeam and are updated regularly;
• Ensure all positions are staffed according to contract requirements and effectively manages branch overtime through proper scheduling and staffing. Maintains a qualified, sufficient pool of rovers for backfill of vacant positions as needed;
• Receive weekly timesheets and updates schedules as necessary.
• Approve timesheets and contribute to bi-weekly payroll process according to company procedures. Ensures records are properly maintained and updated to reduce payroll errors.
• Resolve payroll discrepancies in a timely and efficient manner, and communicate status of such to affected employees, to minimize financial exposure for Company;
• Ensure employees follow all company policies regarding timekeeping procedures, meal and rest period breaks (where applicable), ensuring signatures and acknowledgements are properly documented (where applicable).
• Conduct weekly audits of timekeeping records to ensure accuracy;
• Process requests for final paychecks, anniversary bonuses and other pay related issues.
• Execute the distribution of such pay.
• Conduct disciplinary and counseling sessions employees as needed in a proactive and professional manner.
• Ensure all performance issues are documented according to company standards, and that all issues receive proper follow up for resolution;
• Initiate termination procedures as needed for voluntary and involuntary separations. Executes termination meetings as necessary.
• Research, compile and analyze call center and registration data for trends to establish a cycle of continuous service improvement with measurable improvement targets.
• Manage issues related to the contract and assists in interpreting the contract as needed.

Confidential

Helpdesk ANALYST

Responsibilities:

• Helped grantees and grant writers with application and financial software.
• Assisted grantees of federal software system in locating funding information, creating profile and applying for funding opportunities.
• Trained new employees on the Department of Justice’s process, policies and procedures as they apply to contract.
• Provided on going to support to system users once funding has been awarded. Served as point of contact between grantee and federal agency.
• Handled, diagnosed and resolved end user calls in a single point of contact in help desk environment.

Confidential

Information Technology contract program manager

Responsibilities:

• Wrote proposals and editing sections of federal contracts to present in bids and proposals.
• Created marketing material and organize information pertaining to purchase orders and invoices.

SOFTWARE SUPPORT TRAINER

Confidential

Responsibilities:

• Trained over 300 Confidential employees and contractors on Interaction Client (IVR) software as it related to their use of Polycom and other types of telephones.
• Worked with Confidential call center agents to improve their technical knowledge of UCCMS and similar ticketing system.
• Worked with call center agents who assisted users with the United States Patent and Trademark Office with the patent application process.
• Taught managers how Customer Relationship Management system played role in contact center, how to run performance reports and use the information to improve call center agent performance.
• Developed and implemented creative solutions for call center business problems.
• Trained supervisors and managers to obtain statistical information from software and to monitor employees using software and to run reports using Interaction Client software, Polycom and Confidential telephones.
• Monitored remotely located contact centers to ensure they meet service level agreement and educated federal and contract employees on the use of call center software.
• Informed supervisors how to interpret reports that enable them to effectively and efficiently run their call center and updated training and procedural manuals.
• Created call center training manuals and conducted training sessions with 1-30 users.

CALL CENTER MANAGER

Confidential

Responsibilities:

• Supervised and motivated a contact center team of agents who consistently responded to 92%-95% of calls in first 30 seconds even though out Service Level Agreement required us to respond to 85% of the calls within the first 90 seconds.
• Ensured all performance issues are documented according to company standards, and that all issues receive proper follow up for resolution;
• Initiated termination procedures as needed for voluntary and involuntary separations. Executes termination meetings as necessary.
• Created, modified and managed post schedules to ensure adequate coverage at all times. Ensured schedules are properly maintained and updated regularly.
• Ensured all positions were staffed according to contract requirements and effectively avoided center overtime through proper scheduling and staffing. Maintained a qualified, sufficient pool of rollovers for backfill of vacant positions as needed.
• Received weekly timesheets and updated schedules as necessary.
• Approved timesheets and contributed to bi-weekly payroll process according to company procedures. Ensured records were properly maintained and updated to reduce payroll errors.
• Resolved payroll discrepancies in a timely and efficient manner, and communicated status of such to affected employees, to minimize financial exposure for Company;
• Ensured employees follow all company policies regarding timekeeping procedures, meal and rest period breaks (where applicable), ensured signatures and acknowledgements are properly documented (where applicable).
• Conducted weekly audits of timekeeping records to ensure accuracy;
• Processed requests for final paychecks, anniversary bonuses and other pay related issues.
• Executed the distribution of such pay.
• Conducted disciplinary and counseling sessions employees as needed in a proactive and professional manner.
• Travelled to different contract sites in different states in order to train employees.
• Developed techniques to ensure review scheduling procedures and processes are followed and deadlines are met.
• Monitored and reported on notification status and scheduling changes
• Managed and developed knowledgeable and skilled staff that are capable of achieving departmental and company goals.