SIERRA WHITE

***** ********** ****** **** **********, MD 20871 240-***-**** ad4xdb@r.postjobfree.com

Highly accomplished and resolute customer service expert with over 20 years of experience in providing exceptional customer service and administrative support. Possessing a deep understanding of office operations and a proven history of efficiently managing a multi-line phone system, managing a staff of thirty customer service representatives, greeting clients, patients and hospital staff with warmth and professionalism. Proficient in various software applications including Microsoft Office Suite adept at handling confidential information with the utmost discretion. Demonstrates excellent interpersonal and communication skills, fostering positive relationships with clients and colleagues alike. Excellent team building and leadership skills.

EDUCATION

Graduated John F. Kennedy High School GPA 3.75 Class – 2003

Montgomery College On-Going

CAI M-100 Certified -Property Mgmt. Graduated

TECHNICAL SKILLS

Microsoft Outlook

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Microsoft Teams

Webex

Openscape

Health Touch

Kronos- (Time keeping system)

Customer Service

Office Equipment Proficiency

Phone Etiquette

Interpersonal Communication

Confidentiality

Diligence

Bookkeeping

Exceptional communication

Database management

Sales: Meeting Sales Goals, negotiation, selling to customer needs, territory management, closing and prospecting skills

Accounts payables and receivables/ General ledgers

M-100 Certification

Call Center Supervisor, Medstar/Sodexo Olney, MD February 17, 2022-August 14,2023

Supervise thirty customer service representatives including for the MedStar Hospital System in which patients call in to place their meal orders. (40K calls per month)

Develop and execute first virtual staff training and coaching programs.

Monitor staff calls for quality assurance and coaching opportunities.

Collect and analyze call-center statistics (avg call hold time, abandonment rate, accuracy)

Conduct effective resource planning to maximize the productivity of resources

(People, technology etc.)

Oversee and assess SRC Agent activities and provide regular performance-related feedback.

Ensure SRC Agents understand and comply with all call center objectives, performance standards, and policies.

Strategize and monitor daily activities of the SRC operation.

Work with customers to ensure satisfaction in quality, service, and problem resolution.

Monitor new hire training program and assist with onboarding process.

Conduct department huddles to train staff in areas of customer service, safety, and company policies.

Demonstrate accurate record keeping, and report to supervisor any area problems, concerns, or solutions.

Assume on-call responsibilities as scheduled or as needed.

Assist with development and implementation of SRC service policies.

Maintain documentation such as correspondence and operational records.

Perform data analysis of SRC metrics and report statistics periodically.

Seek solutions through data analysis and interpretation skills.

Identify trends to appropriate channels including improvement recommendations.

Ensure the department complies with HIPPA, OSHA, Joint Commission and other local policies and procedures.

Perform additional duties where needed.

Maryland Farms Condominiums – Community Manager /FT 6/3/2011 – 03/31/2017

Accomplished financial objectives by collecting rent; paying bills; forecasting requirements; preparing

an annual budget; scheduling expenditures; analyzing variances; initiating corrective action.

Maintained properties by investigating and resolving tenant complaints, enforcing rules of occupancy.

inspecting vacant units; planning renovations; contracting with landscaping and snow removal services.

Maintained building systems by contracting for maintenance services, supervising repairs.

Secured property by contracting with security patrol service, installing, and maintaining security devices.

establishing and enforcing precautionary policies and procedures; responding to emergencies.

Prepared reports by collecting, analyzing, and summarizing data and trends. Updates job knowledge by

participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Managed operations dictating the needs of the community to the appropriate employees to

increase the efficiency by understanding and implementing guidelines created by the Bylaws, Rules and Regulations and Board of Directors

Gymboree Corporation/ Retail Store -Shift Supervisor 9/20/2010-5/31/11

Supervised and directed eight employees, daily opening/closing.

Sent daily sales reports to corporate office

Supplied monthly percentage statistics/what we were up as well as what we were down.

Prepared and deposited daily returns for banking.

Developed and maintained daily employee schedules/payroll.

Answered phones and customer inquiries

Operated cash register during busy times.

Coordinated, designed, and implemented store displays. Made sure floor stock and merchandise levels are maintained.

Set-up and directed store meetings – discussion of day-to-day operations and future store goals

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