Asia Trammell

*** ********* ***** ********, ** **144 ac0a0t@r.postjobfree.com 310-***-****

QUALIFICATIONS SUMMARY

Highly personable customer service professional with combined experience in internal controls, process reviews, compliance, training, recruitment administration, account management, state and federal regulatory controls, quality assurance, presentation and project management.

Strong analytical skills combined with the ability to coordinate the efforts of many to meet organizational goals.

Productive and efficient work habits without supervision.

Motivated by excellence and possess high energy and extraordinary presentation skills.

Excellent ability to research, identify, analyze, and evaluate statistical data and provide implementation strategies for work process improvement.

Enhanced problem-solving skills.

Solid understanding of reporting and budgeting procedures.

Proven success in creating an environment in which morale and motivation thrives.

Successful in working within a team environment as well as independently.

Ability to organize and manage multiple priorities.

Excellent in reaching the defined targets for hiring of different job families, interviewing, communicating with canidates and managers including recruitment administration.

Excellent communication and networking skills, with a flair for writing persuasively.

Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®), Salesforce Software experience.

BS Degree in Business Management with concentration in Human Resources, 2006

AA Degree in Business Management, 2003

PROFESSIONAL EXPERIENCE

Aerotek/American Honda Motor October 2010-April 2017 Department and Project Manager

Organized and directed activities for mulitple departments supporting the overall need of the organization.

Conducted effective resource planning to maximize the productivity of resources (agents and department managers).

Collected and analyzed call-center statistics (including average handle and call time, percent of calls answered, abandon rate of calls, average speed of answer, hold, and wait time).

Provided project management responsibilities on budgeting and tracking cost.

Responsible for the development of proper process improvements based on quality and control.

Prepared and/or verified the accuracy of statistical data for different departments for reporting purposes.

Consulted with department managers and project teams to assess organizational needs, building comprehensive work plans, managing the budgets, ensuring the scope and direction of each project is on schedule and closed successfully.

Mentored, coached, and developed agents as well as Team Leaders on a continuous basis.

Interacted independently and proactively with managers and customers to identify and define complex and difficult problems resulting in conflict resolution.

Conducted quality assurance audits assuring company standards were maintained as well as integrity preserved.

Consulted with management to resolve quality,production, and efficiency problems.

Collaborated with other internal departments in an effort to drive, enable and enhance departmental activities to improve operational effectiveness and efficiency.

Maintained absolute file integrity regarding customer content, location and confidentiality.

Collaborated with in-house HR management with execution of the recruitment process (including phone interview, job posting, scheduling, and job vacancies).

Performed all other executive administrative and departmenal tasks, duties, and assignments commensurated with agency standards in a timely, accurate, professional manner.

Pitney Bowes Legal Management Services, Los Angeles, CA 90017 Jan 2007-May 2009 Customer Service and Hospitality Team Lead

Managed operational and administrative functions within a Law Firm to ensure efficient workflow, accurate mail counts, and delivery services.

Responsible for planning the work to be accomplished, sets priorities, and scheduled work assignments, while maintaining timelines and priorities on every project.

Established goals, production schedules and quotas, and evaluated the work of the team.

Expedited the work of the unit by assigning tasks to employees, as needed, due to workload changes. Assembled information/data from internal and external sources, supervising data processing.

Ensured accurate control and reporting of all Post Office assets.

Supervised and/or performed the distribution and dispatch of incoming mail and other mail handling activities.

Established criteria to measure the accomplishment of program or organizational goals and objectives.

Assisted the Manager in writing reports and analyzing data.

Arranged conferences and scheduled events using assigned budget.

Negotiated contracts and maintained and developed those client relationships.

Monitored employee attendance and recorded time into the internal system.

Provided leadership, motivation, direction and support to the team.

Assisted in preparation of printed material, written copy, proofreading/editing.

Managed and maintained supplies and equipment.

Provided assistance with special projects within the office as needed.

Hollywood Park Casino, Inglewood, CA 90303 July 1995-Feb 2001

Customer Service Team Lead

Managed 14 customer service representatives; monitored and coached their call center performance.

Resolved escalated customer complaints and issues, ensuring one call resolution.

Facilitated team meetings and created agendas.

Conducted initial phone interviews, scheduled and maintained candidate tracking tools, actively coordinated recruitment efforts based on organizanal need.

Monitored service levels, call volumes and schedules; ensuring customer satisfaction, and efficiency.

Developed daily call center team plans with strategic personnel and outsourced call center interactions.

Monitored advertisement response data; prepared presentations for the organization.

Benchmarked business processes and performance metrics to industry best practices from other companies and latest developments in relevant fields. Consistently exceeded annual goals by more than 10% in key metrics including, but not limited to profit, sales, employee retention and customer service.

EDUCATION

Bachelors of Science, Business Management with concentration in Human Resources, December 2006

CSU Dominguez Hills, Carson, CA

Associate of Arts, Business Management, June 2003

South West Community College, Los Angeles, CA

PERSONAL AND SELECTED ACHIEVEMENTS

Quickly promoted to Department and Executive Manager positions due to team leadership, organizational abilities and strong work ethic.

Contributed to the bottom line resulting in a 10% trim in the quarterly budget, 2016-1017.

Recognized completing several projects under budget. Developled a more effecient system for evaluating project proposals.

Contributed towards negotiating and reviewing contracts with internal HR recruitment partners, and streamlining the organizations recruitment strategy.

Developed a management of attendance policy which has reduced absenteeism levels in the workplace by 2% year-on-year.

Recognized for analyzed operations, business and staff performance, and workflow processes.

Initiated new management and operational systems that improved communication, performance measurments and job satisfaction.

Developed strong relationships with managers and staff, creating a cohesive and productive team within a dead-line driven environment.

Recognized and awarded for strengthening the dealership's reputation by providing expert technical explanations and resolving product disputes between customer, dealer, and manufacturers.

Created exeptional support and training systems, which maximized team effectiveness and allowed quick rollout of campaigns.

Achieved a near -perfect work attendance record, 2010-2017

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