** ***** ***** ** ************ Management in Areas of Call Center Supervisor, Executive Administrative Assistant, Office Manager, Book Keeper, Project Coordinator, Real Estate Appraisal, Disaster Relief Evaluation, Benefits Specialist

Self-motivated, highly reliable administrative support professional with proven multi-tasking skills to handle a high-volume workload and effectively deal with interruptions. Detail-oriented and conscientious about meeting deadlines in fast-pace office or call center environments.

TECHNICAL & OFFICE SKILLS

Proficient in Microsoft Office including: Word, Excel, Outlook and PowerPoint. Quick Books, People Soft, Google Doc Sharing, Banner, Oracle, and Titan Inventory Tracking.

Alorica, Inc. Atlanta, GA

Call Center Supervisor. Currently Employed

Supervising 20-25 agents

Monitoring KPI, AHT, ACW, QA,

WTD, MTD, QTD, YTD performance reviews

Shift adherence and staffing monitoring

Disseminating procedural updates

Coaching, mentoring and training as needed to insure quality

Administering disciplinary or corrective actions as necessary

Resolve escalated issues via inbound/outbound calls for both internal and external clients

Preform scheduled shift status reports

DMC Construction, LLC Atlanta, GA August 2009 – October 2016

Executive Administrative Assistant

7 years of progressive Executive and Administrative support experience in fast- paced, high-volume office environments

Direct liaison to the Chief Executive Officer including management of calendar.

Arrange executive level domestic and international travel

Coordinate and arranged all executive meetings, special event, keeping minutes

Performed real estate appraisals for disaster relief mitigation on site as needed

Prepared all informational media throughout the company from the CEO

via memo, faxing and social media sites as needed .

Handled and resolved all Human Resource Issues.

Handled all new employee orientation, data entry, forms, filing, on boarding, and new hire paperwork.

Managed and processed HR Benefits utilizing People Soft

Negotiated all pricing for jobs with customers before contracts were signed.

Responsible for filing all government paperwork for new hires.

Handled all compliance records for governmental hiring regulations.

Handled all Accounts Payable & Accounts Receivable for payroll for 15 employees.

Responsible for acting independently to maintain journal entries and log or track materials logistic, stocks and critical financial information.

Established policies, procedures and/or program guidelines.

Handled all monthly and yearly reporting necessary for budget approvals.

Controlled the disbursement of petty cash

Maintain all purchase orders and ordered office supplies

Kaplan University Fort Lauderdale, FL

August 2006-April 2014

Academic Advisor

8 Years of Experience Via Inbound Call Center

February 2008-August 2014

Counsel participating students on academic performance utilizing student support software programs of Campus Vue, Customer Care, Banner, SRP-(Student Report Portal) and C2K software applications.

Provided tech support teaching students how to operate student portal also trouble shooting as needed transfer to level 3 support only when system outages occurred

Confirm student attendance and University policy adherence while serving as student advocate and liaison with special attention to issue resolution with the goal of student retention also achieved 2009 President’s Club honors for outstanding Academic Advisor

June 2007- February 2008 Kaplan University: Senior Admission Coordinator

Oversee quality control calls to ensure student files are correctly prepared

Enrolled or cancel students in C2K software application utilizing program matrix

Processed files and send all required documents to imaging hub

Prepared 042’s to grant or prevent student entry to class portal

August 2006 – June 2007 Kaplan University: Admission Advisor

Counsel prospective students utilizing standard operating procedures sales and customer service methods to enroll qualified individuals into the university

AT&T/ Cingular Wireless Fort Lauderdale, FL

February 2004-August 2006

Customer Service Sales Specialist

2 Years of Experience Via Face to Face Retail Store

Handel customer inquiries on products, services, inventory, billing issues in fast-paced retail environment guiding customers through the purchase of products and services to achieve their individual technology needs

Provided world class customer service, sales, and product assistance with friendly interactions skills utilizing software programs of Seibel Customer Management, Oracle and Titan inventory tracking systems

Work with customers to resolve product returns, shipping inquires and order status questions utilizing overall product knowledge and pricing availability for custom items

Precision Response Corporation

/Mellon HR Solutions Fort Lauderdale, FL

January 2000-November 2005

Senior Shift Supervisor

Benefits Coordinator

5 Years of Call Center Management Experience Via Inbound Call Center

Promoted from agent to Shift Supervisor of 20 agent team

Resolved escalated issues for both clients and agents

Process performance reviews

Payroll processing via Kronos time tracking system

Conducted random remote QA monitoring to track agent performance with the goal of eliminating errors

Provided coaching, motivating, mentoring and retraining as identified from QA which sessions to include one on one’s or overall shift whichever was needed

Served as the liaison between call center director and junior shift supervisor for routine organizational updates and directives

Prepared end of shift statistics and daily total summary reports

Identify and meet shift staffing requirements

As an agent, I assisted participates in the annual enrollment of health and ware fare benefits via internal company website

Answered inquires to help assure a smooth enrollment process via phone, email and chat

EDUCATION

Southern New Hampshire University

BS General Studies; Attending

Gold Coast School of Real Estate

State of Florida Real Estate Appraisal Trainee License

State of Florida Mortgage Processing Certificate

State of Georgia Life Insurance License

Professional References Furnished Upon Request

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