Clerical Administrative Representative Call
Resume:
I believe the right company that can utilize my skills in process operation management and
process implementation. I ensure that program objectives are achieved consistently thorough the program’s KPI’s. Motivated and provided support to the team to meet and exceed the company’s objectives.
Key Roles
Call Center
Operations/
Program
Manager
Train, developed and managed a team of 4 team leaders and 90 CSR’S.
Manage our Logitech Client through daily communications and Reports
Establish and maintain communication with clients to resolve issues.
Managed Service levels, absenteeism, call quality, AHT & occupancy
Build rapport and motivate team by using positive recognition programs.
Communicate policies, expectations, processes and standards.
Recruited, trained and scheduled customer service staff.
Developed specific learning objectives for each representative Call Center
Report Analyst/
(Work Force
Management)
Monitored and analyzed Real time Adherence to Schedules & Occupancy
Optimize resources to achieve business objectives and KPI
Balancing client driven service level and abandonment rate goals
Maintain communication with operations team to coordinate staffing
Complete adjustments based on real time and forecasted results.
Provide daily and Intra Day Performance Reports and Status
Identify opportunities for improvements
Account
Coordinator/
Dispatcher
Complete reports, proposals and client communications.
Provided feedback on project estimates and timelines.
Produced reliable vendors for the event by obtaining necessary permits
Developed, maintain assigned client’s industries, products/services
Review data to determine the best options for proficient service
Monitor and reviews, analyzes, tracks data, service reports & schedules.
Creates efficient dispatch plans, modify locations and additional loads
Learn and train UPS systems. Review driver hours to ensure regulatory compliance. Conduct necessary audits, review safety reports, Provide feedback and support to management.
Call Centre
Supervisor/
Team Lead
Responsible for leading a team of 15 agents of contact frontline agents.
Monitor, Coach, provide feedback to meet performance goals
Quality assurance, productivity, attendance, & compliance opportunities
Manage individuals attendance and schedule adherence
Resolve escalated customer concerns, balancing service and fiscal goals
Identify skill gaps and training requirements
Maintain working knowledge of company policies and procedures
Conducted performance management reviews for performance. Event Producer
Coordinator
Oversee implement, coordinate budgets, vendors, crews logistics, venues
Responsible for business growth, marketing, sponsorship & development
Organizing, setting up events and creating production schedules
Live event production, show producing, meeting planning
Put on event for 3 years – Attendance of 7500 people Job Experience
YEAR Job Title Company
2022 – 2022 Dispatch Supervisor Nation Safe Drivers 2021 - 2022 Upgrade Specialist/Coordinator Wicresoft/ TPx 2018 - 2021 Tech Support Advisor/Solutions Specialist Transcom/Apple/ Sutherland 2009 - 2018 Operations Manager/Coordinator FunPix / Carnival Houston 2007 – 2009 Operations/Program Manager Minacs > Concentrix (BPO) 2005 – 2007 Report Analyst/ Scheduler/Supervisor 407 ETR Toll Highway (CC) 2003 - 2006 Logistics Dispatcher/Reports (UPS) United Parcel Service 2000 – 2003 Customer Service Supervisor/Content Analyst Inquent /Vertical Scope 1998 – 2000 CSR /Statistical Report Analyst/WFM Client Logic/Oxford Properties Personal Data
Contact
***************@*****.***
Key Skills
Managerial Skills
Leadership & Interpersonal
Strong Verbal & Written Communication
Operations Management
Clerical Administrative
Logistic Dispatcher
Customer Service Metrics
Analytical Reporting
Technical Skills
Microsoft Windows Programs
Oracle
Open Ad Stream
Kronos Agent Tracking
COPS Call Tracking
Seagate Crystal Reports V.7 (ERP)
AS400
Blue Pumpkin Scheduling
Sand Reports (ERP)
IMC CRM (ERP)
Heat Software
Goldmine CRM Solutions
SalesForce.com
RMS – PeopleSoft Software (ERP)
Symon Scheduling
Professional Development
7 Habits of an Effective Leader
Leadership Performance Program
Best Practices in Quality Monitoring & Coaching
Symon Community Vista, Desk view
Certificate – Lead to Success
Certificate – Sand Technology
Certificate – Blue Pumpkin
Certificate – People Soft/RMS
Certificate – Business Communications
Certificate – Seagate Crystal Reports
Advanced Performance Management Program
Business Communication & Leadership Program
Education
Continuing Education – Bachelor’s Degree in
Business Admin + Psychology at UOP
One Year - Business Admin /Travel + Tourism
@ University of Guelph - Humber
References
Available Upon Request
Jasmine Warrican
Contact this candidate