Operations and Administration Leader

Tamika Y. Davis

Houston, Texas ***** 346-***-**** **.****@*****.***

Summary

Administration Professional that includes over 20 years’ experience in Management, Coordination, Logistics, Transportation, Import / Export, Accounting, Customer Service and Quality Assurance. Highly motivated trainer with exceptional multi-tasking and organizational skills. Experienced Coordinator and Manager with proactive, analytical, and great leadership abilities.

ExperienceExperience

03/12/2018 – Present Waste Management Houston, Texas

Office Operations Manager Patrick Holzen / 713-***-****

Use software tools to manage, create and distribute a variety of tasks: scheduling, attendance, work assignments, daily reports and incidents reports.

Troubleshoot and resolve operation’s and safety concerns.

Enforce, create, and post all safety regulation pertaining to the office and property.

Maintain and distribute department related updates daily.

Communicate all information and resolve all escalated concerns with other departments, Management, Supervisors, Leads, Scale House, Drivers and Logistics about operations and/or routing issues.

Manage operational projects.

Provide employees and customer support online and in-person.

Approve and Process financial managerial tasks.

Support my team with Training, Scale House and Dispatch assistance, Billing: Accounts [Payable and Receivable]

Communicates with customers about service and/or escalated billing concerns.

Creates, closes-out and distributes customer’s Bill of Ladings.

Assign and Provide employees with require paperwork and PPE’s

10/2013- 03/9/2018 Delta Fill Houston, Texas

C.S./Product Route Management Hasmew Jal low / 1-713-***-****

. Used software tools to manage a variety of tasks, scheduling, attendance, and safety incidents.

. Billing: Account Payable and Receivable; Collections.

. Communicated with customers about service and/or billing concerns.

. Created, closes-out and distributes customer’s Bill of Ladings. Collect and update data for new accounts.

. Managed and analyzed daily routes and Transporters (Drivers).

. Checked the status and accuracy of the product listed online.

. Checked inventory of active products.

. Tracked product Ratings.

. Managed and enhanced product quality.

. Resolved all request and/or issues concerning the listings and Keyword Optimization.

. Created new product listing on all Channels.

. Remote & on-Site Customer Service Ecommerce Support.

. Distribution (Shipping/Receiving)

10/1999 – 8/2012 Verizon Wireless Houston, Texas

Q.A/C.S. Coordinator Angela Laguna / 1-800-***-****

. Coordinated / Managed Call Center Operations.

. Knowledge /Experience with Call Center Technologies including Call Center Routing and Workforce Management

. Provided coaching feedback to Customer Service Representative per live or recorded calls.

. Monitored to ensure Performance Goals are met: Quality, AHT and Service Levels as defined by upper management.

. Performed Quality Review of Client Service Professional calls.

. Tracked performances and identify potential training gaps.

. Delivered feedback on best C.S Practices, Customer Experience and Regulatory Adherence to provide specific results.

. Effectively identified and resolved Operational Issues by using defined processes, expertise and judgment.

. Interacted with clients at all levels to resolve inquires, technical concerns and escalations.

. Participated in Calibration Sessions with other Quality Analyst to ensure consistency within Quality Standards.

. Target Training and Support for new hires and existing employees by way of side-by-sides and one on one coaching.

. Provided feedback to management concerning areas of opportunity that requiring attention.

. Worked closely with management to implement new Processing and Procedures.

. Merged and Created New accounts.

. Audited and Updated Special Optional Features, Contact information, Bill Suppressions, Reprints.

. Defused escalated calls and supported call center with overflow calls.

Education

North County Technical School Computer Data Processing

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