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Work Background
NEW HAZLETT CENTER FOR THE PERFORMING ARTSProgram & Event Manager
Apr. 2022 - Jan. 2024Pittsburgh, Pennsylvania, United States
Row HouseRow Coach
Oct. 2019 - Oct. 2020Pittsburgh, Pennsylvania, United StatesExpertly train and coach new and returning members to their fitness goals with full-body, low-impact workouts utilizing rowing ergometer, dumbbells', dynamic stretching, and body-weight floor exercises.
ACS Group/ BNY MellonResearch/Resolution, Copy Request & Vault Representative
Aug. 2018 - Mar. 2019Pittsburgh, PAI oversaw the checklist processes focused on deep research in vaults and a database as well as accurate document filing protocols. I assisted the Copy Request team in locating documents for digital copy release to clients within three days. I also sustained a daily log of customer escalation inquiries and partnered with Customer Service Representatives and Managers on departmental workflows and requirements to complete weekly workload objectives. Key Accomplishments:
~Reduced daily checklist inquiries by 10% that involved 30 documents and full vault sweep and investigation while sustaining effective task completion of daily accountabilities.
~Consistently delivered completion of copy requests within one to two days in alignment with three-day SLA.
~Pulled an average of 25 mortgage notes from vault per hour – 10 to 15 more than normal average.
~Successfully trained two new staff members on copy request procedures, vault searches, and secure internal database usage.
~Received Employee of the Month Award within three months of tenure.
Automated Health SystemsProvider Enrollment Specialist, Application Processor & Trainer
Jan. 2018 - Jul. 2018Pittsburgh, PADuring my tenure in this position, I fielded an average of 65 daily calls focused on assisting medical providers and billing agents with Medicaid credentialing through the Maryland Department of Health Medicaid Program. I successfully added 50 approved applications into the internal database and generated new active provider numbers daily. I also followed up with previous callers and providers regarding application processing and transferred calls to appropriate departments for general inquiries or escalations. I partnered with managers and colleagues on investigating application processes and provider status to ensure timely service and provider eligibility and coordinated with management leaders on training and coaching new team members. Key Accomplishments:
~One of five from 30+ staff chosen to utilize skills as a telephone enrollment specialist specifically trained to guide doctor and medical facilities through enrollment procedures, answer all questions, process and enroll completed applications into the Maryland Department of State Medicaid system.
~Swiftly assimilated all training procedures to successfully field live calls within three days of training start.
Pittsburgh PlayhouseHaywood Patterson
Jul. 2017 - Aug. 2017Greater Pittsburgh Area
Royal Caribbean Cruises Ltd.Lead Singer
Jan. 2016 - Jul. 2016Lead Singer in two Main Stage Production Shows, "Boogie Wonderland," and "Broadway's Rhythm and Rhyme." Lead singer in Centrum Wow - "Renaissance - An Aerial Spectacle" Muster Station Leader/Assistant Leader - Introduce the guest to the safety policies and procedures of being guest on a cruise ship. Demonstrated life jacket safety use as well as protocol for emergency.
Rivers ClubMen's Locker Room, Laundry & Front Desk Attendant
Jun. 2014 - Jan. 2015Pittsburgh, PAI provided front-facing customer care services at the front desk including assistance to members and prospective members, member POS transactions, retrieval and transfer of incoming calls, and set up of member dinner reservations. I also delivered locker room service, stocked the attendant station and storage closet, cleaned and polished members’ shoes, collected items requiring laundry service, and sanitized all locker room, sauna, and bathroom areas. Part of my duties also included assisting with open and close processes. Key Accomplishments:
~Successfully cross-trained within all departments to provide effective assistance to multi-functional colleagues and respond to immediate departmental staffing needs.
The Elite Show BandLead Vocalist/Host and Stage Manager
Dec. 2013 - Dec. 2022Greater Pittsburgh AreaI started as solely a vocalist for the nationally recognize wedding and corporate event band. We not only cordinated and orchestrated the successful turn-out of over 100+ weddings and corporate events combined from Pittsburgh, PA, to Orlando, Fl, to Detroit, MI, Los Angeles, CA and more. I also oversee the comprehensive processes managing the event schedule including but not limited to coordinating with the venue, the clients, and band, etc., confidently bringing the clients getting hitched, to fruition without a hitch. Each role, including, hosting the ceremony, and/or reception required incredible amounts of creative, business, and social aptitude, and I excelled at all over the course of 9 years.
Pittsburgh PlayhouseBox Office Staff
Aug. 2013 - Apr. 2014Pittsburgh, PAI increased sales and promoted the playhouse offerings by providing first-rate telephone and face-to-face customer service and box office information dissemination to patrons and subscribers. I fielded and transferred in-bound calls to appropriate playhouse staff and departments and processed ticket sales through a web-ticketing program, via telephone orders, and at box office window. Key Accomplishments:
~Created streamlined workflows for ticketing order processing resulting in increased ticket orders and sales at the box office.
Pittsburgh Musical TheaterProfessional Actor
Jan. 2013 - Dec. 2019Principal and Ensemble Actor
Osteria 100Server
Jul. 2012 - Jul. 2013 Pittsburgh, PADuring my time as a server, I delivered timely and professional front-of-house customer service including greeting and seating, food and beverage service, and order cash-out processes. I ensured all front-end restaurant areas remained clean and sanitary as well as completed all opening and closing procedures. Key Accomplishments:
~Consistently recognized by Restaurant Manager for missing zero shifts and the ability to introduce streamlined and thorough processes for restaurant opening and closing procedures that resulted in quicker prep time and cleaner workstations at close-down.
University Center of Social & Urban ResearchTelephone Interviewer
Jan. 2011 - Dec. 2012Pittsburgh, PAAs a Telephone Interviewer, I contributed in the collection of participant information from the University of Pittsburgh’s database with a focus on communicating with and interviewing individuals about select research projects via telephone. I consistently provided in-depth answers regarding surveys to all participants and escalated difficult accounts and interviews to management leaders. Key Accomplishments:
~Dependably completed approximately 40% more surveys than set daily requirement.
Protocol Global SolutionsInbound Customer Service & Sales Representation/ Operations Manager
Apr. 2009 - Aug. 2010Merritt Island, Florida, United StatesCustomer Service Representative for DTE Energy Home Protection Plan Services - Front line representative to customer account information, repair calls, sales, etc. Customer Service Representative for WWE Merchandise/EWTN Merchandise
I directly delivered customer service through in-bound client calls involving product ordering and history, billing inquiries, and order status updates for 10 separate client accounts and numerous product lines. I oversaw the workflows of a 20+ call center team, ensuring timely call response, effective customer care practices in alignment with company objectives, and provision of client-driven needs. I facilitated effective sales representative training and coaching, monitored call quality and call boards, and handled customer escalation calls. I also developed and facilitated team building activities that enhanced the workplace culture and staff performance and generated monthly reports that provided data for performance improvement planning and increased customer care strategies. Key Accomplishments:
~Promoted to Call Center Floor Supervisor within first four months of tenure.
~Consistently recognized for extraordinarily positive call monitoring scores.
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