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Work Background
ThryvSupervisor, Workforce Management & Scheduling
Apr. 2022 - Oct. 2025Melissa, Texas, United StatesIn my role at Thryv, I effectively managed workforce scheduling and collaborated with team leaders to enhance communication and workflow. I conducted regular performance reviews, providing guidance to team members, while implementing process improvements that elevated service delivery and customer satisfaction. My focus on operational efficiency contributed to a more productive work environment.
ThryvWorkforce Management Consultant
Aug. 2018 - Apr. 2022Melissa, Texas, United StatesI focused on optimizing workforce management by monitoring call and chat volumes, ensuring service standards were met. I balanced workloads and appointments to enhance operational efficiency while analyzing reporting data to provide actionable insights to management. Collaborating with management teams, I addressed staffing impacts and coordinated effective solutions to improve overall performance.
ThryvCampaign Management Supervisor
Jan. 2008 - Aug. 2018Dallas/Fort Worth AreaIn this role, I focused on enhancing team performance and client satisfaction through effective training and communication. I maintained open dialogue with management and staff, optimized team schedules, and resolved client issues with a positive attitude. My efforts in recruitment and onboarding helped build a strong team dedicated to excellence.
ThryvTeam Lead
Jan. 2005 - Dec. 2007Dallas/Fort Worth AreaI provided leadership and guidance to my team, focusing on operational efficiency and staff development. I implemented process improvements and trained new employees, ensuring they were well-versed in our procedures. My commitment to conflict resolution helped maintain a harmonious workplace, while I also addressed escalated customer complaints promptly.
ThryvInternet Consultant
Feb. 2004 - Jan. 2005Dallas/Fort Worth AreaIn my first role at Thryv, I was responsible for ensuring effective communication among Internet Consultants while managing order fulfillment and customer interactions. I utilized my customer service expertise to resolve escalated issues and took the initiative to coach my peers, fostering a collaborative team environment. My efforts contributed to improved team performance and customer satisfaction.
SBC CompaniesService Representative
May. 2000 - Aug. 2003Dallas/Fort Worth AreaIn my role at SBC Companies, I was responsible for processing orders and assessing customer needs to ensure effective communication of issues and resolutions. I also played a key role in evaluating billing information and usage to enhance sales strategies. My contributions as a CAD Technical Specialist supported engineering management in planning operations through data and map updates.
AT&T CorporationCustomer Service Representative
Oct. 1994 - Jan. 2000Dallas/Fort Worth AreaIn my role at AT&T Corporation, I focused on delivering exceptional customer service while addressing billing inquiries and training new employees. I effectively communicated savings options to customers and utilized my problem-solving skills to manage challenging interactions. Additionally, I played a key role in training initiatives, ensuring that new associates were well-prepared to meet customer needs.
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