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Career Summary

Hardworking and focused individual with over 12 years of progressive call center experience, including eight years of virtual center expertise. Excels as both a team member and independent contributor to achieve or surpass organizational goals. Demonstrated drive to offer excellent customer service and exceed all set expectations. Currently seeking a role that will allow for leverage and expansion of current skills, as well as allow for contribution to the overall growth of an organization.


Core Competencies

Customer Support | Communication | Interpersonal Skills | Time Management | Attention to Detail | Leadership | Organization Collaborative Decision Making | Project Management | Critical Thinking | Windows OS | Microsoft Office Suite


Professional Experience

Jones Mobile Detailing LLC ~ Executive Assistant, 2015-Present

         Book appointments for both new and existing clients using superb customer service acumen that surpasses industry standards

         Follow up with clients on past due accounts to ensure timely payment across all accounts

         Audit weekly timecards for payroll and process weekly pay for all staff, including printing accompanying paystubs

         Also audit all bookkeeping functions as directed


Convergys ~ Operations Manager, 2008-Present

  • Work remotely to oversee organizational profitability and revenues ranging from $100K-$250K each month
  • Foster a work environment driven by development, inspiration and accountability; use this energy to fuel high retention rates month-over-month
  • Serve as a spokesperson for clients regarding key metrics on behalf of the company website
  • Act as a tireless advocate continuous improvement initiatives
    • Created a SharePoint workaround for Agents to use in communicating same-day shift trades to each other as they occur due to an IEX Webstation limitation that previously prevented them from doing same-day trades; later adopted by other sites across the world
  • Often named as the Most Inspirational Leader (MIL) across all managed projects, an honor that allows supervisees, colleagues and supervisors to nominate individuals that best display the company s core values
  • Served as the point of contact for a countless number of new implementations:
    • Migrated Operations Managers and over 50 Team Leaders from their physical Call Centers to remote settings; also migrated from seven brick-and-mortar site project codes to three main work-at-home ones
    • Transitioned Agents from the using an antiquated timekeeping system to adopting the use of eSTART
    • Introduced software enhancements for a customer interface used by agents, e.g. AD Lite and Shopping Cart
    • Led all site engagement activities including the work-at-home site s Customer Service Week, along with Employee and Team Leader Appreciation Days
    • Headed the launch of a new temporary project; helped the site gain new permanent business at the end of the project


Project Manager-Home Agent, 2005-2008

         Authored the initial set of Standard Operating Procedures for the Global Home Agent project

         Spearheaded meetings to educate stakeholders on the Home Agent platform; worked as the lead Project Manager to implement various models of Home Agent to programs using a project plan built with Microsoft Project

         Drove the facilitation of lessons learned sessions with stakeholders during post-implementation; incorporated all feedback into the new project plans

         Determined the actual monetary savings that the company could realize by allowing Operations staff to work from home; presented concept to executives using a PowerPoint deck to gain their buy-in

         Resulted in the company going forward and allowing agents to use Site Leaders to work from home for most of the company s existing home-based programs







Team Leader, Credit Card Project, 2004-2005

         Skillfully led and managed a team of up to 30 agents via daily timecard adjustments, performance of regular quality evaluations, as well as use of regularly-scheduled coaching sessions and team meetings

         Identified a gap in the trouble ticket process due to the onsite Technicians having repaired the wrong workstation initially

o   Revitalized and introduced a new trouble ticket process that required ticket owners to create a sign to post on defective workstations with the ticket number and a description of the issue

o   Saved an average of 20 hours of downtime per month by fully implementing the procedure

         Implemented a process with the floor that gave Agents an opportunity to suggest process improvements; brought all concerns to the management team each week for resolution and to seek out feedback

o   Published related newsletters using the Mail Merge application in Microsoft Word

o   Noted that the process had an instant positive impact on overall agent morale


All In distributing LLC ~ Sole Proprietor, 2013-2014

         Marketed and sold healthy snacks to retailers in a style similar to that of a bread route; brought the route from infancy and grew it to include a base of over 60 different weekly store clients

         Managed all business facets; grew the company to such success that it became non-viable continue with Convergys while simultaneously running an entire business

         Effectively sold the business for three times what it was purchased for in August of 2014


Education & Credentials

Master of Business Administration, University of Phoenix

Bachelor s Degree, International Studies, University of North Florida

Certification, Project Management Professional (PMP), Project Management Institute

Member, CM People Network/Point of Contact for DirecTV Work at Home

Alumna, Convergys Future Business Leader Program

Volunteer, Habitat for Humanity

Volunteer, Missionary Trips (Haiti and Honduras)

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