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

713-***-****

Email

aduacq@r.postjobfree.com

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