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Work Background
AsurionHuman Resources Business Partner
Mar. 2021United StatesResponsible for consultation to leadership team in areas such as employee relations, leadership development, staffing, training, compensation, benefits, and organizational development. In addition, supporting business objectives by helping to develop strategic direction for company initiatives .
AsurionOperations Manager
Sep. 2014Greater Nashville Area, TN* Assures conformance with contractual requirements, maintains costs and appropriate scorecards of Key Performance Indicators (KPI’s) for call center.
* Responsible for development of 9 Supervisors.
* Provides data to management and recommends improvement as it relates to customer service issues, determines and analyzes customer needs and market trends as it pertains to customer service.
* Evaluates customer service issues for appropriate investigation measures for resolutions.
Pantech Wireless, Inc.Manager Customer Service
Mar. 2013 - May. 2014Dallas/Fort Worth Area* Assures conformance with contractual requirements, maintains costs and appropriate scorecards of Key Performance Indicators (KPI’s) for repair and call centers. * Serves as a focal point for all ASC issues and acts as a liaison for legal support.
* Recommends, develops, and implements systems to support training of repair network, call centers, service bulletins, and new product launches.
* Provides data to management and recommends improvement as it relates to customer service issues, determines and analyzes customer needs and market trends as it pertains to customer service.
* Evaluates customer service issues for appropriate investigation measures for resolutions.
* Monitors authorized service centers including communications, maintenance, contracts, cost and price list and any established calls.
* Monitors budget and cost control as needed for accounting issues, such as invoices, parts usage, and labor. * Analyzes and controls expenditures of the department to conform to budgetary requirements.
* Acts as a liaison with scorecard responses, issues, and organizational contacts as it applies to customer service.
* Assists with the preparation of project coordination, and business case presentations as needed.
T-MobileBusiness Support Manager
Dec. 2011 - Jun. 2012Frisco, TX* Directs an analyst team in identifying areas for improvement at call centers, providing recommendations, leading implementation projects, and serving as a point-of-contact for policy and procedure issues. * Provides clarification and serves as a liaison between the customer service and methods/procedures teams. * Supports frontline employees, individual contributors, and leaders companywide. * Analyzed key performance results spanning customer satisfaction, handset exchanges, and interval one-call resolution to drive improvements that elevated center to second highest performance in the organization.
T-MobileManager, Call Center Operations
May. 2006 - Dec. 2011Frisco, TX* Oversaw 9 supervisors and 150 indirect frontline employees; supervised leadership development, strategic planning, performance management, training, recruiting, and customer satisfaction. * Delivered on all annual performance goals such as interval one call resolution, call resolution time, absenteeism, compliance to schedule, handset exchange percentage, customer satisfaction, and quality observation alignment. * Improved overall unit performance 20% by hosting weekly performance meetings and staff training sessions. * Designed and implemented an effective team meetings course and led a time management course. * Contributed to startup call center operations by hiring staff, creating processes, and training personnel. * Recognized as a values leader five times between 2006 and 2011.
T-MobileCall Center Operations Supervisor
Nov. 2003 - May. 2006Lenexa, KS* Managed 16 frontline direct reports in call center operations; monitored call volume, developed representatives, resolved escalated tickets, and provided training and performance management. * Handled hiring, on-boarding, and payroll processing for team members. * Achieved or exceeded all annual performance goals.
Gateway, Inc.Developmental Trainer
Nov. 2002 - Nov. 2003Kansas City, Missouri Area* Delivered continuing education to call center employees that covered company products and services. * Partnered with the leadership and instructional design teams to develop and improve site training programs. * Facilitated training development for the new CRM platform and delivered instruction to 300+ personnel. * Oversaw ramp up of two outsource centers during call center closings. * Provided subject matter expertise for Siebel platform training and utilization.
Gateway, Inc.Quality Assurance Auditor
Sep. 2001 - Nov. 2002Kansas City, Missouri Area* Supported a location with 200+ frontline employees by providing feedback and best practices that helped improve overall customer satisfaction. * Handled call observations, soft-skills development, and adherence to company policies and procedures.
Gateway, Inc.Business Process Manager
Feb. 2001 - Sep. 2001Kansas City, Missouri Area* Contributed to the development and implementation of a new companywide billing system. * Revamped processes and standards operating procedures to align with other departments in the organization.
Gateway, Inc.Team Coach
Nov. 2000 - Feb. 2001Kansas City, Missouri Area* Directed 16 frontline employees and maintained department productivity by monitoring queue status. * Tracked volume and agent availability, performing call observations for training and performance evaluations. * Oversaw employee development and engagement while resolving escalated issues as needed. * Recruited and built the first business customer support team in the Kansas City location.
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