Felicia A. Whitten

Cell Number 646-***-**** Email Address ad28fb@r.postjobfree.com

SKILLS/QUALIFICATIONS:

Leader who fosters a positive team dynamic

Respectful of different perspectives, and receptive to feedback for growth

Able to communicate clearly and confidently, in speech and writing

Manages time effectively and prioritizes tasks to meet deadlines

Recruiting, hiring, and training qualified employees

PROFESSIONAL EXPERIENCE:

Grant Associates, New York, NY

Timekeeping Manager (CareerAdvance Manhattan and Bronx locations) 01/2018-

Transitioned my department into a remote working environment

Managed the workflow of a team of 6 employees

Monitored my team’s timesheet submissions, ensuring accuracy and timeliness

Repurposed my team’s responsibilities, due to an overall change in need

Increased cross-collaboration efforts, to surpass strategic plan goals

Evaluated documentation for errors, thoroughness, and validity

Performed data entry on a minimum of 800 customer attendance records

Placed re-engagement outreach and recruitment calls

Improved department efficiency, by revising the daily process

Created and distributed the daily list of clients to be infracted

Closed the attendance rosters on Mondays, in Salesforce and DTS

Daily roster maintenance and subsequent appropriate account actions (FTR, FTC, and DNC)

Utilized DTS, NYCWAY, and Salesforce, to research and update customer cases

Provided discretionaries in special cases, to cover a customer’s missing attendance

Hosted weekly informative meetings, with the opportunity for team feedback

Developed and presented a workshop on mock interviewing

Sourcing, vetting, interviewing, hiring, training, developing, and supporting new team members

Indexing Specialist 04/2017-01/2018

Quality assurance of documentation and system data

Ensured the timely and accurate processing of timekeeping documents (and supplemental MetroCard forms)

Prepared the documentation per HRA protocol

Maintained the privacy of all customer’s personal information

Communicated with multiple departments when document data and/or quality was in question

Tarballed all documentation to HRA via Laserfiche

Timekeeping Specialist 05/2016-04/2017

Performed data entry via DTS, NYCWAY and Salesforce systems

Analyzed the validity of excused documentation

Provided details about company policies and procedures

Directed clients to the correct department to assist with their needs

E-mailed confirmation of the daily documentation scanned

Assisted customers with concerns and questions that arose

Ovation Travel Group, New York, NY 10/2014-10/2015

Corporate Travel Consultant

Utilized the Sabre GDS to check availability and make reservations

Booked flights, hotels, and cars for clients to travel effectively and efficiently

Researched and suggested alternative options for travel

Contacted hotels and airlines for information regarding reservations

Priced and ticketed bookings based on qualifiers of each account

Dial 7 Car and Limousine Service, New York, NY 07/2011-10/2014

Telephone Operator/Volunteer Shop Steward

Made reservations using ALEPH System

Corresponded with customers via telephone to answer inquiries

Quoted price estimates for any trip located within the United States

Represented my shift annually during contract negotiations

BB King Blues Club and Lucille’s Grill, New York, NY 05/2008-08/2010

Customer Service Representative/Ticket Agent

Corresponded with customers (via phone and in person) about event availability

Issued ticket sales using Ticketmaster system and provided excellent customer service

Completed and computed cash and credit transactions, compiled sales reports based on daily revenue

Maintained cash bank and any revenue during shifts

EDUCATION:

Florida Institute of Technology, Melbourne, Florida

Bachelor of Arts in Business Administration/Management

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