Experience

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  Logisticare

  Aug 2014 - Jan 2015

  Customer service team lead

  • Led a team of customer care agents (10-15) in a fast-paced call center environment. • Assisted Supervisor with any outstanding tasks• Responsible for ensuring team members were in contractual compliance with LogistiCare policies and procedures.• Navigate various system simultaneously and being knowledgeably of several different medical plans. • Resolved customer complaints and escalations by providing innovative solutions and support to clients.

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  Waste management

  Jan 2015 - Aug 2018

  Team lead ii

  • Monitor and evaluate agent processes, develop a plan, then implement strategies to improve their performance.• Create and host weekly team huddles communicating updates, process changes as well as current business initiatives.• Develop weekly peak performance coaching plans for each agent to meet or exceed productivity goals. • Provide day to day support for multiple market areas along with multiple lines of business – specifically with residential and commercial services.• Provide real-time feedback and call expectations, as well as upskill trainings for 35+ agents. Create and present customer service training to encourage agents to continually promote quality and service advantages to provide a higher level of customer satisfaction. • Provide floor support to employees and other business partners such as Work Force Management when necessary. • Manage my teams both customer service and sales to meet or exceed company monthly revenue goals.• Developed and implemented sound strategies in the acquisition and retention of outstanding candidates.• Assist agent with learning how to utilize strong negotiation efforts to preserve business, and secured contract agreements. Show less

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  The home depot

  Aug 2018 - Nov 2021

  Operation supervisor
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  Amazon

  Nov 2021 - now

  • Workflow and Escalation Management; Manage HR Process workflow for RC Coordinators and Leads in a region; • Monitor SLA’s, Coaching and Development of coordinators and leads through feedback and one-on-ones;• Help build and refresh training and upskilling;• Relationship Management; Case Management; • Partner with HRM’s and FC site leaders via weekly business reviews; Seek and provide feedback on process improvements and help to influence Amazon’s leadership principles during daily interactions.• Work with FC’s/Managers and provide coaching, consulting, facilitation, influencing, communication, process development, analysis, associate/employee engagement, risk evaluation, empathy, problem solving, and high judgment and the ability to use data to make decisions.• Identify/manage projects independently Provides support to senior leaders and managers in team/client group in a single business function, site or region. Show less

  • ER Product Manager II

    Nov 2022 - now

  • ER Appeals Team Manager

    Aug 2022 - Nov 2022

  • Regional Human Resources Manager

    Nov 2021 - Aug 2022