Customer Service Front Desk

DESIREÉ DEDEAUX

***********@*****.*** 713-***-****

Results oriented department leader with experience in managing, organizing, and monitoring department activities. Proficiencies include superior customer service skills, office technologies, human resources, ability to troubleshoot and design resolutions to meet organizational needs.

PROFESSIONAL EXPERIENCE RANDSTAD, VIRTUAL JULY 2017 – OCTOBER 2022 TEAM LEADER

●Develop and manage call center agents. Including HR duties such as; onboarding, attendance, schedule adherence, payroll processes, training and performance plans.

●Provide input and action to address behavioral and performance management as well as productivity and quality goals and standards.

●Address performance deficiencies and reinforce positive behaviors.

●Conduct training for call center staff on work procedures including but not limited to proper call handling. Providing constructive feedback and positive reinforcement to drive performance.

●Performance management of customer service associates including call handling metrics and relevant behavioral observations.

●Monitor overtime and develop strategies to improve time management to minimize after call work time and other overtime drivers.

●Adhere to best practices, policies, and procedures to ensure fair and consistent management of all customer service representatives. Including participating in multiple call quality calibration sessions with client teams, management teams and Quality Assurance teams.

●Align results with customer satisfaction surveys and other client and vendor reporting structures.

TEXAS CHILDEN’S HOSPITAL (TCH), HOUSTON, TX AUGUST 2018 – MARCH 2020 SERVICE RESPONSE CENTER OPERATOR

●Monitor all systems that alert the hospital’s main and satellite locations of any issue regarding public safety and/or security such as; responding to automated building system alarms which include; elevator entrapment alarms, fire protection, medical air/gas, refrigeration, pneumatic tube, access control, security/burglar alarms, Closed Circuit Television (CCTV), infant abduction alarms, duress alarms and utility systems via Honeywell in accordance with departmental, hospital policies and/or regulatory agencies.

●Respond to system emergency alarms by identifying sources of the problem and coordinating and/or dispatching relevant security, engineering and/or other relevant safety responders.

●Query access control systems for operation information and investigative reports.

●Process work requests in computerized engineering management systems to accurately record engineering requests and actions taken to ensure a safe environment for patients, visitors, and staff.

●Identify, prioritize and report deficiencies to maintain space quality and man-hour efficiency at all TCH locations.

TEXAS MEDICAL CENTER CORPORATION (TMC), HOUSTON, TX DECEMBER 2013 – SEPTEMBER 2017 ENVIRONMENTAL HEALTH AND SAFETY, EMERGENCY PREPAREDNESS SPECIALIST

●Implemented safety work processes and systems including policies and procedures, safety meetings, incident reporting, accident investigations, safety training, and emergency response.

●Coordinated emergency preparedness drills, scenarios and events with Safety & Emergency Preparedness and Director of Texas Medical Center Police/Security and all institutions within the Texas Medical Center. Managed training records for all emergency preparedness training activities.

●Assisted with management of the company’s environmental compliance by performing inspections, auditing compliance paperwork, and inspecting contractor’s jobsites.

●Managed the online web-based tool to maintain departmental emergency and continuity plans.

●Assisted TMC Employees with creative solutions to reduce unnecessary risk from unfamiliar or hazardous activities.

●Updated and managed paperwork associated with preparedness in advance of natural and man-made emergencies such as; hurricanes, floods, fires, civil disobedience, active shooter, etc.

●Identified and reported safety hazards, observing all safety requirements and actively strived to provide a safe work environment for employees, contractors and visitors.

●Assisted with the management and maintenance of procedures, practices and documentation to ensure compliance with all applicable regulations.

●Assisted with the coordination and implementation of safety awareness programs and worked with facilities, security and other personnel to coordinate activities associated with these programs.

●Attended off-site meetings related to road closure requests, construction plans, compliance concerns and Emergency Preparedness. Frequently required to patrol campus, work during extreme weather conditions, natural and man-made disasters or other emergency situations.

University of Texas M.D. ANDERSON CANCER CENTER, HOUSTON, TX MAY 2011 – DECEMBER 2013 SENIOR SECRETARY FACILITIES PROPERTIES BUILDING CARE AND OPERATIONS (BC&O)

●Provided administrative support to the director of BC&O by managing daily calendar and other appointments, providing travel assistance (including itinerary, hotel, and vehicle arrangements), registrations and reimbursements.

●Ensured all documentation is in compliance with institution, division and department guidelines/policies. Responsible for ensuring departmental transparency by placing all policies, procedures, organization charts, meeting minutes and other relevant information on SharePoint in an easy to read, aesthetically pleasing design.

●Managed all aspects of Human Resources as necessary to ensure proper staffing such as; clerical, recruiting (via PeopleSoft, Kenexa 2x and BrassRing), retention, compensation, disciplinary actions, performance evaluations, merits, etc.

●Maintained complex departmental Human Resource and other project files as directed with strict confidentiality.

●Composed and typed memos, letters and reports. Proofread all documents to assure grammatical, structural accuracy and proper formatting.

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●Initiated, prioritized, coordinated meetings and conferences for the Director as well as the 8 Managers and 27 Team Leaders, including coordinating and confirming logistical arrangements (conference room reservations, catering and/or audio visual support).

●Prepared and distributed agendas. Completed and distributed meeting minutes. Assisted with the preparation of annual reports.

●Monitored company center activity by preparing and tracking purchase orders, check requests, entering orders into Lawson system and maintaining inventory of office supplies (including maintaining checkbooks for reconciliation purposes).

●Prepared directory of contacts and all log requests with attention to detail such as; date, type of request, resource provided and outcome via spreadsheet.

●Maintained all copiers, printers, fax machines and telephone equipment on Green 23 (G23), including placing and coordinating service calls as needed.

●Updated and maintained bulletin boards on G23 and the basement housekeeping hubs.

●Back up Kronos time-keeper.

●Assisted with Family Medical Leave reporting. Maintained a thorough knowledge of applicable regulations, policies and procedures.

RECEPTIONIST ADMINISTRATIVE FACILITIES CAMPUS OPERATIONS (AFCO) ENVIRONMENTAL, HEALTH AND SAFETY (EH&S) JUNE 2008 – MAY 2011

●Provided customer service to all AFCO and EH&S visitors and employees (in person and over the phone).

●Provided assistance to AFCO/EH&S department by answering and routing incoming calls, interacting and communicating with customers

across organizational lines

●Provided information on various EH&S products such as; forms, Education Center resources, and EH&S/AFCO website information.

●Supported other processes and procedures such as; disseminating recycling information, open confidential bin requests, chemical spill dispatching, odor dispatching, chemical inventory information, ergonomic assessment information and Code Red notifications.

●Directed customers to the appropriate AFCO/EH&S staff for additional assistance, if necessary.

●Met regularly with Directors, Managers and/or Supervisors to provide their departments with services specific to their needs.

●Scheduled meetings and conferences ensuring rooms are properly staged and the necessary equipment is available.

●Organized and maintained personnel files for the division. Compiled and prepared reports as needed.

●Created and maintained standard operating process for the front desk operations.

●Created and distributed customer service satisfaction surveys to EH&S staff.

●Trained front desk support staff on new processes and/or changes.

●Provided information and/or dispense literature on our products and services.

●Sorted and distributed incoming mail and deliveries.

●Planned and coordinated special events for the department such as; fundraisers, luncheons, etc.

●Maintained all copiers, scanners, printers, laptops and audio/visual equipment.

●Ordered and maintained the inventory of office supplies for the department. ● Monitored the Fannin Holcombe Building (FHB) security cameras.

SUPERVISOR EH&S COMMUNICATIONS CENTER/FACILITIES MANAGEMENT OCTOBER 2006 – JUNE 2008

●Supervised and supported 21 employees in the Environmental Health and Safety Communications Center, a division of Facilities

Management. Provided training and supervision to the Representatives (3-5000) and Coordinators (2-2885).

●Answered escalations and dispatched emergency responders to assist with interior/exterior building emergencies, all environmental emergencies and planned outages and/or required system tests.

●Provided input and action to address productivity and quality goals and standards. Provided direction for and composition of departmental policies and standards.

●Ensured financial responsibility by operating within budget. Monitored overtime and developed strategies to minimize use. Ensured that supply items were available working within budgetary constraints.

●Coordinated emergency responders (Physical Plant Technicians) with UTPD during Amber Alerts, terroristic threats and other emergencies while maintaining a ‘business as usual’ demeanor during interaction with patients and visitors.

●Participated on committees and work groups such as BioMed and PeriOperative teams resulting in the development of special projects and institution-wide initiatives to enhance customer service, patient satisfaction and safety.

●Assessed and coordinated improvements to barriers affecting staff productivity or patient satisfaction/safety by contacting staff and patients to survey their needs. Created database of customer’s requests with attention to detail such as; date, type of request, resource provided and outcome via spreadsheet. Compiled reports detailing the data monthly.

●Partnered the medical staff and facilities teams to resolve patient problems and identify opportunities for improvement in the delivery of patient care and service.

●Provided face to face customer service to staff and patients to determine route cause of concerns which included personal investigations and inspections to determine the quality of resolution provided by my team.

●Managed all aspects of human resources as they related to supervision, clerical, recruitment, retention, compensation, disciplinary actions, performance evaluations, merits and motivation of staff. Including training, direction and communication to employees within the Service Center (3-5000) and Monitoring Services (2-2885).

●Identified and resolved problems which inhibited the safety of patients, visitors and staff. Created database of customer’s requests with attention to detail such as; date, type of request, resource provided and outcome via spreadsheet. Compiled reports detailing the data monthly and annually.

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●Generated reports using TMS Enterprise (BioMed) and CMMS Mainsaver software ensure work requests (D tickets and PMs) were accurately routed/scheduled, completed and closed efficiently.

●Coordinated tasks resulting from PM and/or inspections by generating work orders via ‘C’ tickets.

SAFETY TECH GLOBAL TRAINING/SCHLUMBERGER, HOUSTON, TX JULY 2004 –SEPTEMBER 2006 QUALITY HEALTH SAFETY ENVIRONMENT (QHSE) TRAINER

●Supervised a staff of 12. Coordinated with my staff and management on issues relating to performance, organizational efficiency, and individual safety skill development.

●Researched, evaluated data using the results to recommend appropriate safety training programs, course material and vendor resources for curriculum and non-curriculum training/development needs.

●Administered vehicle safety training and journey management training to all Schlumberger employees (including new-hires).

●Coordinated with management on issues relating to performance, organizational efficiency, and individual safety skill development.

●Worked with departments to ensure completion of Departmental Emergency Plans. Works with departments to test plans.

●Analyzed the data extracted from in vehicle surveillance equipment, alarms, Building Automation Systems and other incident indicators to prepare safety reports as requested.

●Provided technical expertise to evaluate, propose, write, and update Emergency Operating Procedures involving personnel, other institutional staff and operations.

●Acted as the Client Point of Contact for Quality Assurance/Quality Control (QA/QC) Issues.

●Provided safety training at all employees (Schlumberger locations in the Houston Metropolitan area) on vehicle safety, driving safety and warehouse safety to maintain regulatory compliance.

●Conducted Internal Quality Audits and Assessments; preparing projects for third party audits (clients, certification agencies, etc.).

●Provided training to all institutional personnel to support the safety, emergency and continuity programs of the department and institution. Participated in functional exercises conducted by outside agencies on emergency preparedness.

●Maintained class materials, scheduled and organized training classes and project meetings for Kellyville and all Houston Metropolitan locations. Maintains updated information on the Emergency Alert Site.

●Analyzed information in order to ensure the number of training hour requirements were met and all light and heavy vehicle drivers were kept in compliance.

●Facilitated training of employees and fleet drivers on personal and environmental safety practices using traditional training techniques, adult learning practices, and technical presentation skills (classroom and non-classroom).

●Using Schlumberger curriculum for Safety Injury Prevention, CPR, First Aid, Global Driver Assessment, Light Vehicle Driving Safety and Journey Management and Vehicle Safety Inspection.

VERIZON WIRELESS, HOUSTON, TX JANUARY 1998 - MAY 2004 QUALITY ASSURANCE COORDINATOR

●Supervised, trained and developed the Quality Assurance staff (18 members).

●Managed all aspects of human resources as they related to supervision, clerical, recruitment, retention, compensation, disciplinary actions, performance evaluations, merits/STI (Short Term Incentives), motivation and mentoring of staff.

●Coordinated, designed, developed, evaluated and facilitated beginning and advanced training programs for the following areas of specialization; Customer Service, Supervisory, Computer Software and New Products.

●Provided feedback, coaching and training solutions to supervisors and their direct report staff in; Customer Service, Inside Sales, Technical Support, IT, Business Support, Saves/Churn, Welcome Calls, and the Fraud Department.

●Analyzed data and prepared daily, monthly and quarterly reports which detailed activity (i.e. call volumes, IVR/VRU, staff productivity, Avaya, customer satisfaction, etc.) and prepared singular reports as requested.

●Presented information for the organization and its shareholders using various reporting methods (Word, Excel, PowerPoint, Visio and verbal presentations) for local, regional and national management teams.

●Assisted with establishing guidelines for monitoring and standards for all customer contact.

●Trained new-hires on Standard Operating Procedures (entry level, professional and management staff).

●Provided direct feedback and training regarding call behaviors observed during monitoring sessions.

●Analyzed data collected during monitoring and created reports containing statistics on trends, identification of root cause call drivers and customer service improvement opportunities. Aligned results with the J.D. Powers Customer Satisfaction Survey, Customer Satisfaction Transactional Survey and other vendor and non-vendor reporting structures.

●Evaluated competitor information to customize products and services to customer and organizational needs.

●Facilitated weekly calibration sessions to ensure all Quality Assurance Departments (local, regional, national and contract QA personnel) maintained consistent grading practices.

PROFESSIONAL DEVELOPMENT

University of Texas Human Resources Policies and Procedures Series and Business Writing, Policies and Procedures

Rice University Flood Warning System (FAS4) & TMC Campus Flood Door/Barrier Trainer

Certified First Aid/Blood borne Pathogens, Cardiopulmonary Resuscitation (CPR/AED)

Call Monitoring Systems: Teknekron Infoswitch Auto-Quality, NICE, Witness eQuality, ALIS and Envision Telephony Soundbite Enterprise

ICS 100, ICS 200, ICS 300, ICS 400, Everbridge Communication System

Lotus, Outlook, Excel, Word, Visio, Microsoft Office, PowerPoint, Excel, Lotus Notes, Outlook, Kenexa 2x, Lawson, Resource One, PeopleSoft, Mainsaver, Siemens Apogee, Honeywell, Avaya, Kronos, SharePoint, EH&S Assist, Parking Database, Timberline, Avaya CMS, Infor

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