Service Representative Agent

LAMIA HAYNES

Schertz, TX ***** • 210-***-**** • ***********@*****.***

EXPERIENCED WORKFORCE MANAGER & PROJECT MANAGER

Workforce Manager • Operations Manager • Project Manager • Operations Supervisor

Budget Planning & Forecasting • Performance Management • Service Delivery • Cross Training

WORK EXPERIENCE

Everchanging Wellness 2017 - 2022

Owner

●Guided twelve new wellness business startups by creating a comprehensive training packet.

●Oversaw day-to-day operations including maintaining relationships with vendor suppliers.

●Expanded a loyal client base through targeted networking, direct calling, and social media.

●Managed all office and financial duties necessary to operate a successful independent business.

●Stayed up to date with industry trends, informed of the latest trends, techniques, and products to remain competitive.

●Provided excellent customer service to ensure the clients received top notch service during the treatment and appointment process.

AT&T 2000 - 2021

Workforce Manager 2019 - 2021

●Led a team of six HR clerks to implement and manage employee onboarding, retention programs and performance evaluations for an organization of over four hundred active employees.

●Managed scheduling, training, and staffing for over four hundred accounts receivable agents across multiple shifts and regions.

●Collaborated with cross-functional teams to develop and implement workforce strategies that aligned company goals and objectives.

●Developed and implemented a diversity and inclusion program that promoted a more inclusive workplace.

●Oversaw FMLA and disability coding to ensure complete compliance with state and federal labor laws kept for over four hundred agents in the SW Call Centers.

●Achieved cost savings of 15% through the implementation of a workforce optimization program that focused on improving efficiency and reducing waste.

●Fostered an environment of open communication to lessen the impact of changes to the organization's current methods and procedures, through cross-collaborative efforts.

●Resolved Avaya phone system issues and mitigated downtime by collaborating with technical support.

●Assigned appropriate number of agents per unit, using IEX/total view to monitor in real time.

●Used analytics to create future schedules to ensure time increments were met based on historical data and trends.

Project Manager Coordinator 2010-2019

●Completed a high-profile project ahead of schedule and under budget, receiving recognition from senior management.

●Identified trends and occurrences in data and presented findings to management and senior leadership teams, through various mediums including written communications, charts, and graphic displays.

●Ambassador for AT&T’s local charity initiatives, (United Way, Susan Komen, Juvenile Diabetes Foundation). Coordinated all kickoff events, collaborated details with the organization leads and collected all monies received and donated.

●Managed and organized monthly, quarterly, and annual celebrations for top-performing agents and managers. Tasks consisted of selecting venues, coordinating dinners, planning evening activities and providing trophies for the events.

●Managed a team of three project coordinators, overseeing project timelines, deliverables, and budgets. Completed project 6 days before due date and under budget.

●Lead manager for the move to a new building, coordinating with movers, agents, vendors, and corporate real estate to ensure timelines were kept.

●Assisted with identifying, defining, and implementing policy changes, process changes, and system requirements for improving quality assurance metrics.

●Interviewed and hired new employees, also conducted agent training sessions for existing agents.

Accounts Receivables Customer Service Supervisor 2000 - 2010

●Managed a high performing team of 20-25 employees. Collected over a million dollars each month and ranked top manager seven consecutive years. Accomplished by providing clear direction, setting performance expectations, and consistent coaching with a plan of action for continuous improvement month over month.

●Coached and developed the agents on Key Performance Indicators; professional development, customer satisfaction, increase efficiency, and improvement in customer satisfaction.

●Maintained accurate records and documentation for all agent’s performance, any areas of discipline discussed, EOM results and yearly appraisals in CCA.

●Slashed nesting time from 1 month to 2 weeks for new hire classes by championing the development of a new customer service agent camp program.

●Accelerated performance and productivity exceeded goals 100% month over month by optimizing and incentivizing the team’s approved ad-hoc budget.

●Improved employee engagement and morale through regular one-on-one meetings, recognition programs and team building activities.

●Oversaw a project to implement a new customer relationship management (CRM) system, working with IT and various departments to ensure a successful rollout.

●Coordinated a company-wide initiative to improve customer satisfaction, resulting in a 20% increase in overall ratings.

Accounts Receivables Customer Service Representative 1993- 2000

●Collected customer accounts through inbound and outbound telephone contact, correspondence, and public contact.

●Made decisions regarding customers credit worthiness that may result in the restriction, denial restoral or disconnection of service and or delay of service connection.

●Performs other related miscellaneous clerical, collection and adjustments activities, toll adjustments and other miscellaneous matters, collects bills and prepares related clerical work.

●Performed duties related to projects addressing customer service, analysis, and recommendations for process change.

EDUCATION

Wayland Baptist University

Bachelor of Business Administration, Management

TECHNOLOGIES, CERTIFICATIONS, & AFFILIATIONS

Technologies: Microsoft Outlook, Zoom, Quality Assurance Review, Compliance & Legal Training, NICE, IEX, Avaya, Vacation Planner, CMS, and Zendesk

Certifications: Certified Interviewer

Affiliations: Member of Second to None Toastmasters; Judson ISD

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