Mailing Address: **** High St SE Apt A *****

Objective: I am looking to obtain a position with a company that utilizes my excellent Management skills to ensure quality production and skill development. A position where I can deliver a consistent and outstanding performance to ensure upward mobility through the management tier. My effective communication skills allow me to identify the weak link and work diligently toward a resolution.

Skills: Leadership and Highly Interpersonal Management Skilled, Microsoft Word, Excel, PowerPoint, Outlook, Excellent Telephone Etiquette, Organization, Multi-Tasking, Typing, Proficient Math and Verbal skills.

Experience:

April 2017 – July 2018

Stanton Optical, Assistant Sales Manager

Sales Managers are selling leaders and are required to meet/beat personal and store sales goals. The Sales Manager is expected to meet/beat productivity numbers while maintaining a high level of customer service. Sales Managers are also responsible for identifying, training and developing the future leaders of Stanton Optical. Over 50% of the Sales Manager’s time is spent managing the operations of the store, training and coaching associates, in addition to directing the work of the Sales.

Provided excellent customer service and assistance to patients/customers. Colleagues in this classification perform sales and customer service work. They are responsible for greeting patients, assisting patients with purchase of eyewear, providing patients with promotional information, and answering customer inquiries.

Greets all patients and customers as they enter store and provide promotional information to patients and customers.

Attain sales goals established by management team while complying with company and local policies and procedures.

Assists patients and customers with choice of frames: choose eyewear to best fit their budgetary requirements.

Resolve customer complaints, diffuse unsatisfied patients, and provide solution to remedy situation.

Troubleshoot and identify problems related to prescription.

Completes inventory count and replenish stock as necessary.

Adheres to quality control standards including OSHA and other safety requirements.

Answer phones according to company guidelines.

Make minor repairs to eyewear.

Performs basic housekeeping duties; clean and organize frame cases, vacuum, dust, polish, organize magazine rack, etc.

July 2016 – April 2017

Alorica, Customer Service Representative, Team Leader

Provides regular supervision and mentorship over subordinate staff

Ensure regular and effective communication with subordinate staff on performance, goals, and coaching.

Facilitates daily agent coaching and development sessions in both written and verbal format.

Participates in client related activities to include client calibration sessions and project planning.

Identify and address agent training needs.

Manage team’s Kronos to ensure 0% discrepancy rate.

Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc).

Manage financial implications of attrition and attendance by maintaining program-specific goals;

Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing).

Completion of weekly Team Manager Scorecard for review with Operations Manager.

January 2015 – April 2016

S&P Data, Sales Agent, Team Leader, Operations Manager

Coordination and Supervision - Coordinate, manage and monitor the workings of various departments in the organization.

Best Practices - Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.

Human Resources - Plan the use of human resources. Organize recruitment and placement of required staff. Establish organizational structures. Delegate tasks and accountabilities. Establish work schedules. Supervise staff. Monitor and evaluate performance.

Production - Coordinate and monitor the work of various departments involved in production, warehousing, pricing and distribution of goods. Monitor performance and implement improvements. Ensure quality of products. Manage quality and quantity of employee productivity. Manage maintenance of equipment and machinery. Provide technical support where necessary.

Communication - Monitor, manage and improve the efficiency of support services such as IT, HR, Accounts and Finance. Facilitate coordination and communication between support functions.

Strategic Input - Liaison with top management. Assist in the development of strategic plans for operational activity. Implement and manage operational plans.

February 2010 – December 2012

Stream Global Services, Team Leader, Rio Rancho, NM

Responsible for the daily one-on-one supervision and management of all Support Professionals on assigned team, a minimum of 20 direct reports.

Ensure service delivered to customers meets contractual Key Performance Indicator ('KPIs') obligations of our clients through the management of operational activity of the team.

Implement systems and processes to achieve client-specified metrics while providing development opportunities to our Support Professionals.

Coach team of Support Professionals in sales.

Lead Support Professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering on Stream's mission.

Team with site leadership to develop actions to reduce attrition where possible.

Ensure that Support Professionals have a clear understanding of performance expectations, that they are properly trained and that they have access to all the tools and resources they need.

Work with Service Delivery Manager to resolve personnel issues in a professional and timely manner. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow-up for Support Professional's HR file.

Provide escalation support to Support Professionals by providing guidance in problem solving customer issues.

April 2007 – June 2010

Convergys Corporation, Global Transition Team Leader, Rio Rancho, NM

Responsible for the daily one-on-one supervision and management of all Support Professionals on assigned team, a minimum of 20 direct reports.

Ensure service delivered to customers meets contractual Key Performance Indicator ('KPIs') obligations of our clients through the management of operational activity of the team.

Implement systems and processes to achieve client-specified metrics while providing development opportunities to our Support Professionals.

Coach team of Support Professionals in sales.

Provide escalation support to Support Professionals by providing guidance in problem solving customer issues.

March 2004 – April 2007

Sitel Inc., Quality Assurance Manager, Albuquerque, NM

Supervise Quality Assurance Department Staff

Ensured department met its responsibilities in handling all product specifications without error

Ensured services met company standards

Test and inspect the quality guidelines and make necessary adjustments

Handle customer complaints

Address daily departmental issues with staff and headquarters

Education:

2014 - PIMA Medical Institute, Albuquerque NM: Physical Therapy Assistant

2001-2002 Brooks College, Long Beach CA: Graphic Design

1997- Denver East High School

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