Experience

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  Riverview manor nursing home

  Jan 2006 - Jan 2009

  Certified nursing assistant

  Deep knowledge of nursing assistant practices. Sound knowledge of safety and accident prevention. Profound skills in bathing, feeding, clothing, and caring for residents. Assist patients with bodily functions. Ability to maintain and keep records. Uncommon ability to read, write and comprehend simple instructions, short correspondence, and memos. Effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Perform simple arithmetic calculations with or without a calculator. Carry out detailed, but uninvolved written or oral instructions. Verbally communicate with the residents and residents families, and to exercise tact in dealing with problems concerning residents care. Balancing and budgeting client accounts. Show less

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  Bolder calls

  Feb 2009 - Jul 2009

  Customer service representative

  Cold calls/Outbound calling to create leads.Closing leads from agents. Data entry based on customer response.

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  Ibm

  Jul 2009 - Oct 2012

  Call handle/hardware focal/trainer

  Accomplishments:• Created customized training material for the North American CRM Team that is now the standard for training• Tested, implemented, and trained employees on new systems world-wide• Instructor for New Hire Classes• Employee of the Month, Employee of the quarterOngoing Responsibilities:• MVS: Mutli-Vendor Support Team Lead • Monitor geographical regions and dispatch technicians nationwide• Assist phone calls from technicians and customers with data entry based on customer response• Ensured process adherence and administration for team inbound & out bound calling• Supervision of 20+ employees, report composition, as well as, coaching to ensure process consistency• Wrote training for new software and processes and implemented via hands on training to all agents • Responsible for scheduling and monitoring of team agents • Calibration meetings to evaluate, coach, and train agents to adhere to receive call and dispatch processes Show less

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  Bright horizons

  Oct 2012 - Sept 2014

  Contact center team lead, buca special forces (projects)

  Accomplishments:• Bright Star Tier One Technical Support team roll out – Project Manager/ Team Lead• Auto Confirm 2– 6 portfolio model project roll out – Project Manager/ Team Lead• Parent Services vendor management – Project Manager/ Team Lead• Live Chat Implementation – Project Manager/ Team Lead• Creation and Administration of Over Flow project for all lines of business – Project Manager/ Team Lead• Creation of an official on-boarding process and training manual for consultants and Team leads for their regular activities• Generated sales leads and organized outbound campaign to gather new customers – Project manager/Team Lead• Interviewed over 40 candidates to fill entry level and supervisory positions• Lead team to win the Back-Up Care Advantage to Full Time Enrollment project• Employee of the Month• Lead Team to win75% of company contests including market, advertising, customer care, etc.Ongoing Responsibilities:• Supervise, motivate, develop, and directly manage a team of 15-20, plus oversee 75+ indirect employees• Using contact center reports to identify trends, coach, train, and maximize employee production • First line resolution for customer – employee problem escalations and issues• Create job aids and training materials, for project implementation, daily processes and procedures. To include up-training and ILOP’s to ensure quality assurance and sustainability of all policies and projects• Identify staffing needs based on volume and availability• Documentation, quality assurance, and diffusion for all employee actions• Handling team payroll, time off request, 3 month performance appraisals, 1 year reviews, FMLA, IFMLA, and all employee paperwork• Project budget creation and management Show less

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  Hammersmith management, inc.

  Jan 2015 - Sept 2017

  Operations project manager

  • P&L duties to include analyses of statements and performing cost benefit analysis as well as Project Budget creation and management • Created standard operating procedures and training materials for software project implementations for all lines of business to include Client Services, Accounting, Human Resources, Community Management and Construction Services Teams • Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business and other organizational objectives, and Management of RFPs, vendors, and new software negotiation • Coach, mentor, and lead personnel within the organization • Present periodic dashboard reports on the current program, future opportunities, and client issues • Define and initiate projects while managing cost, schedule, and performance of component projects, while working to ensure the ultimate success and acceptance of the program by building credibility, establishing rapport, and maintaining communication with stakeholders at all levels. • Fostered customer loyalty by ensuring that customers fully utilize the value of provided solutions and services • Increased the company's growth by securing new partners, consulting engagements, and delivering on new projects • Supervise, motivate, develop, and manage a team of 30 employees while managing the overall operations and daily activities of Client Services Department • Recruitment, interviewing, hiring, termination and creation of work schedules and work flow administration for the Client Services Team • Responsible for monitoring Client Services Team to include Manager, Team Lead and Coordinator productivity and performance • Handling of department payroll, time off requests, 3-month performance appraisals, 1-year reviews, and all employee paperwork • Used contact center reports to identify trends, coach, train, and maximize employee production • Second line resolution for all escalations Show less

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  Blue sky plumbing & heating

  Sept 2017 - Jun 2019

  Director of operations

  • P&L duties to include analyses of statements and performing cost benefit analysis • Direct oversight of the Human Resources, Call Center, Field Technicians, Installation Technicians, Sales, Warehouse, Accounting, Fleet and Business Development departments • Established and executed performance goals and long-term operational plans and maximized efficiency and productivity through extensive process analysis and interdepartmental collaboration • Analyzed current operational processes and performance, recommending solutions for improvement when necessary • Planned, monitored, and analyzed key metrics for the day-to-day performance of operations to ensure efficient and timely completion of tasks • Devised strategies to ensure growth of programs enterprise-wide, identifying and implementing process improvements that maximized output and minimized costs, as well as, identified staffing needs based on volume and availability • Documentation, quality assurance, and diffusion for all employee actions • Handling company team payroll, time off requests, 3-month performance appraisals, yearly employee reviews, FMLA, IFMLA, and all employee paperwork • Project budget creation and management Show less

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  Relion restoration

  Jun 2019 - Sept 2019

  General manager
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  Relion

  Sept 2019 - Mar 2020

  Director of business operations

  • P&L duties to include analyses of statements and performing cost benefit analysis • Direct oversight of the Human Resources, Call Center, Field Technicians, Installation Technicians, Sales, Warehouse, Accounting, Fleet and Business Development departments • Established and executed performance goals and long-term operational plans and maximized efficiency and productivity through extensive process analysis and interdepartmental collaboration • Analyzed current operational processes and performance, recommending solutions for improvement when necessary • Planed, monitored, and analyzed key metrics for the day-to-day performance of operations to ensure efficient and timely completion of tasks • Devised strategies to ensure growth of programs enterprise-wide, identifying and implementing process improvements that maximized output and minimized costs, as well as, identified staffing needs based on volume and availability • Documentation, quality assurance, and diffusion for all employee actions • Handling company team payroll, time off requests, 3-month performance appraisals, yearly employee reviews, FMLA, IFMLA, and all employee paperwork • Project budget creation and management Show less

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  Green building technology

  Sept 2020 - Mar 2021

  Director of operations

  • Facilitated and oversaw the operations and promoted business revenue, operational efficiencies, customer satisfaction and employee satisfaction • Full cycle billing processing for all orders, mechanical services and project jobs; including time and materials, invoicing, logging, job costing, vendor management and hour verification, collections including full cycle lien processing and discontinue of services• Maintained maintenance agreements to include billing, scheduling, and staging of materials, database information, customer hard files and renewals • Prepared and executed proposals, contracts, estimates and quotes • Coordination and management all employees to include warehouse (20,000 sqft.), inventory, fabrication, shipping and receiving, accounting, customer service and field personnel • Responsible for safety adherence and compliance • Maintenance of required state registration, renewals, insurance, licenses, and contracts • Lead business initiatives to include software enhancements, phone system upgrades, security system installation, payroll, etc. • Responsible for all hiring, counseling, performance reviews, improvement plans, and terminations Show less

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  Air force filter

  Sept 2020 - Mar 2021

  Director of operations

  • Facilitated and oversaw the operations and promoted business revenue, operational efficiencies, customer satisfaction and employee satisfaction • Full cycle billing processing for all orders, mechanical services and project jobs; including time and materials, invoicing, logging, job costing, vendor management and hour verification, collections including full cycle lien processing and discontinue of services• Maintained maintenance agreements to include billing, scheduling, and staging of materials, database information, customer hard files and renewals • Prepared and executed proposals, contracts, estimates and quotes • Coordination and management all employees to include warehouse (20,000 sqft.), inventory, fabrication, shipping and receiving, accounting, customer service and field personnel • Responsible for safety adherence and compliance • Maintenance of required state registration, renewals, insurance, licenses, and contracts • Lead business initiatives to include software enhancements, phone system upgrades, security system installation, payroll, etc. • Responsible for all hiring, counseling, performance reviews, improvement plans, and terminations Show less

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  Arrowhead landscape services

  Mar 2021 - Oct 2021

  Business manager

  head Landscape Services (3/2021 – 10/2021) – Business Manager • Identified and executed on simple, scalable solutions to difficult company problems • Scaled and managed to the day-to-day of business procurement functions • Maintained state registrations, insurance, business contracts, licenses, renewals, certifications, memberships, vendor paperwork etc. • Management and budget responsibilities for the Human Resources, Vendor, Accounts Receivable, Payroll, IT, Fleet, and Safety departments to include development, training, coaching, counseling and rewards • Upheld organizations policies, standards, and initiatives • Lead the company with integrity and maintain the trusting, inclusive work environment • Pursued & collected delinquent accounts including full cycle arbitration and lawsuit filing and processes • Delivered set projects, solutions, priorities, objectives and assignments to meet goals for maximum efficiency • Ensured effective application of business processes and guided continuous improvements • Finalized business goals and plans while maintaining exceptional records to drive and champion business needs • Responsible for employee engagement and culture to include quarterly company outing planning, budgeting and execution for 250 full time employees and H2B workers Show less

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  Colorado association services - an associa company

  Jan 2022 - now

  • Director of Maintenance Construction and Field Services

    Mar 2023 - now

  • Community Manager

    Jan 2022 - Mar 2023