Manager Management

TONIA B. NORMAN

**** **** **  Killeen, TX *****  254-***-****/ 254-***-****  ctxj37@r.postjobfree.com

DATA SYSTEMS ADMINISTRATOR

 Consistently recognized for technical troubleshooting challenging technical issues.

 Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

SYSTEMS SKILLS

Melita/Mosaix/CISCO ICM/IPCC w/Dialer Option LAN/WAN Technology

Data Entry Skills Marketing/Increasing Sales of Products

IEX TotalView Workforce Management System Public Relations Skills

PROFESSIONAL EXPERIENCE

SPRINT NEXTEL COMMUNICATIONS — Temple, TX

IT Technical Support Engineer / Dialer Administrator, 03/2003 to 12/2009

Perform system admin duties for the Mosaix and CISCO ICM Dialer technology. Primary Cisco ICM user and agent administrator for the dialer. Manage dialer campaigns and provide performance recommendations. Perform setup and analysis of campaigns, productivity reporting, adherence to strategy, monitoring of the dialer performance, troubleshooting and support for all dialer issues. Provide training to management and staff. Monitor the daily Service Level for inbound call volume utilizing the Symposium system. Daily reporting from Mosaix and CISCO dialer systems and assisting with IEX support scheduling. Project launch and process standardization for vendor applications that work in association with the dialer platforms.

Administration and maintenance of servers including security and patching of systems. Administer user accounts and passwords via MS Active Directive. Perform day-to-day system backup and recovery operations on IT Infrastructure. Administer the CISCO based local area network. Design, test, install, maintain and document for computer networks. Provide LAN administration, including installing, configuring, documenting LAN configurations. Respond to network-related issues and requests for system service.

GC SERVICES — Copperas Cove, TX

Collections Unit Manager, 01/2002 to 11/2002

Responsibilities included coaching, educating and developing the collectors to achieve as well as establish the business goals for the week, month and annually. Conduct performance reviews of the department for the strengths and weaknesses of the collectors and to identify additional training needs. Provided constructive feedback, as well as praise regarding positive results to the collectors. Responsible for all personnel management for the team. Work closely with management regarding business updates and additional information to share with the department. Responsible for the Skip Tracing group which uses the Merlin System to perform daily procedures to locate the clients.

WORKS, INC. — Austin, TX

Supplier Operations Analyst, 04/2000 to 08/2001

Responsible for daily monitoring and managing of operational workflow activities such as order status, returns, backorders and UPS tracking with suppliers and customers. Assist management and developmental team with creating and implementing a new and innovative process return technique. Act as supplier point of contact for all backorders and returns. Work externally and internally with the Customer Care Group, suppliers, and customers in regards to backorders and returns. Utilize the UPS E-Package System, which sends UPS labels via email to customers. Download daily reports from the UPS Worldship System, providing tracking information. Recognize for exceeding client's expectations and maintaining a superior rapport with the customers. Developed structure and organization for the returns process, where none previously existed. Work closely with the accounting department regarding invoice/credit reconciliation.

SPECIALIZED CARD SERVICES — Harker Heights, TX

Unit Manager, 11/1999 to 03/2000

Manage staff members, perform quality reviews, and ensuring department service levels and standards. Assist with initial training and the training of existing staff members. Prepare employee performance evaluations and reviews. Assist in implementing new policies and procedures. Handle disputes and collections issues and assist cardholders with problem resolution. Download daily reports from the computer database for office production. Manage Melita Dialer daily and produce periodic reports from the Melita Call system. Compile and monitor daily collector statistics.

WILLIAMS ENTERPRISES, INC. — Killeen, TX

Human Resources/Accounting/Payroll Specialist, 02/1999 to 08/1999

Conduct HR training for employees on management essentials, supervisory skills that included leadership development. Assist with FMLA process for the company employees. Design and develop training materials and programs. Perform banking transactions. Monitor monthly invoices to prepare company monthly reports. Process incoming and outgoing vouchers for various customers. Manage and process all major credit card purchases and reports. Assist with the account receivable and accounts payable assignments. Assist with the overall payroll process dissemination and monthly payroll reports.

SALLIE MAE SERVICING CORPORTATION — Killeen, TX

School Relations Service Coordinator, 01/1994 to 02/1999

Provide prompt, accurate and courteous information in response to telephone inquiries regarding student loan accounts. Work with the Academic Service Representatives and other departments within the center to resolve problems. Initiate research and provide technical knowledge to facilitate resolution of inquiries. Monitor the Call Management System to ensure that adequate staffing and manage staffing levels. Produce monthly reports to identify call volume and production statistics. Compose responses to customer inquiries/requests. Coordinate with the legal department and universities for Internet access to Sallie Mae's Internet website. Assign logon and passwords for access. Coordinate with guarantors via TEXNET and FAPS to insure on-line updates to their system.

SALLIE MAE SERVICING CORPORTATION — Killeen, TX

Senior Loan Acquisition Analyst I, 09/1988 to 12/1993

Performance the examination of borrower files. Identify discrepancies and ensure accuracy. Ensure borrower records met federal regulations for the guaranteed student loan program and the loan servicing guidelines established by Sallie Mae. Enter borrower information into the system. Coordinate with the Settlement Unit to resolve discrepancies on accounts. Research problem accounts. Supervise and trained entry level and temporary employees. Maintain the acquisition database by entering information regarding scheduled portfolios.

EDUCATION & CERTIFICATIONS

VTI BUSINESS COMPUTER SCHOOL — Dallas, TX

Certificate in Basic Computer Software Functions

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