Experience

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  Jc penny/eckerd

  Oct 2003 - Jan 2004

  Inbound csr
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  Pacific sunwear

  Dec 2004 - Nov 2005

  Assistant manager
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  Dollar bank

  Nov 2005 - Jun 2007

  Csr

  Responsible for coordinating monthly in-branch contests to drive loan production.Maintained 1/3 of branch loan production and account acquisition.Served as a liaison between customers and departments within the bank.Built relationships with existing customers and potential customers within the community.

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  Spencer gifts

  Jun 2007 - Dec 2007

  Store manager

  Responsible for ensuring the team contributed to and met weekly and monthly store sales goals.Maintained inventory and ensured that store shrinkage was at the bare minimum.Organized floor-sets and display merchandising.Scheduled hourly employees to a weekly budget.

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  Woodforest national bank

  Apr 2008 - Nov 2008

  Retail banker

  Outstanding customer service resulting in both customer satisfaction and retention.Participated in the branch team effort to reach monthly account goals.Determined the appropriate action required on transactions to protect the bank from financial loss.Analyzed customer’s needs and identified service opportunities.

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  Edmc

  Nov 2008 - Aug 2012

  Acted as a coach and mentor to Resource Management Analysts, driving performance improvements and optimizing operational processes in alignment with departmental goals.Key Accomplishments:> Coaching & Mentorship: Provided guidance and support to Resource Management Analysts, fostering their development and enhancing overall team performance.> Performance Monitoring: Monitored team performance to ensure contact channel coverage, shift adherence, agent availability, and consistent 80/20 service level delivery, contributing to operational efficiency.> Process Development: Developed and implemented new processes and procedures in line with the company’s vision and departmental objectives, streamlining operations and improving outcomes.> Data Analysis: Analyzed large volumes of phone and agent data to provide actionable feedback to management, supporting their efforts to meet or exceed performance standards and achieve fiscal year goals.> Forecasting: Accurately forecasted phone volume across various timeframes (interval, day, week, month, year), enabling effective resource planning and scheduling.> WFM Implementation: Led the implementation of IEX TotalView software, creating process and requirements documents for the Technical Support Center, which enhanced workforce management capabilities.Impact:My efforts in coaching, performance monitoring, and process development significantly contributed to the success of the Resource Management team, improving service delivery and ensuring that departmental goals were consistently met. The implementation of IEX TotalView software and the development of robust forecasting models directly supported the organization’s ability to efficiently manage resources and achieve operational excellence. Show less Served as a coach and mentor to Technical/Student Support Representatives, enhancing their skills while ensuring high-quality service delivery across multiple EDMC schools.Key Accomplishments:> Coaching & Mentorship: Guided Support Representatives in improving call handling and problem resolution, fostering their development, and ensuring effective service delivery.> Performance Monitoring: Monitored inbound and outbound phone/email interactions to ensure that agents provided accurate and timely assistance to students and faculty members, maintaining high service standards.> Career Development: Developed agents along identified career paths, ensuring talent was recognized and rewarded, which boosted team morale and retention.> Policy Expertise: Maintained thorough knowledge of policies and procedures, ensuring consistent application across the team.> Escalation Management: Handled emergency and escalated customer issues, resolving them promptly and effectively to maintain customer satisfaction.> Liaison Role: Acted as a liaison between students, faculty, and other functional areas, facilitating smooth communication and issue resolution.> Team Management: Maintained and monitored performance, attendance, and punctuality for the team, conducting reviews and appraisals to drive continuous improvement.> Recruitment & Training: Participated in new hire recruiting and assisted in training agents during the center's expansion to Phoenix, AZ, ensuring adequate staffing and skill development.> Attendance Guidelines: Organized and implemented department attendance guidelines, enhancing accountability and reducing absenteeism.Impact:My efforts in managing escalated issues, facilitating communication, and guiding career development helped maintain high service standards and foster a supportive work environment. Show less

  • Supervisor, Workforce Management

    Oct 2011 - Aug 2012

  • Supervisor, Technical/Student Support

    Jan 2009 - Oct 2011

  • Student Support Representative

    Nov 2008 - Jan 2009
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  Chateau cafe & cakery

  Dec 2012 - Apr 2014

  Co-owner
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  Zoll medical corporation

  Mar 2014 - May 2016

  Account coordinator

  Supported the Zoll LifeVest sales force and coordinated inventory supply and product delivery across the country, ensuring seamless operations and customer satisfaction.Key Accomplishments:> Service Metrics: Ensured all agreed-upon service metrics were met in assigned territories, contributing to consistent performance.> Coordination: Managed patient appointments with 30+ Patient Service Representatives (PSRs) for fittings, follow-ups, and in-services, ensuring timely and efficient service delivery.> Inventory Management: Oversaw LifeVest system inventory in Memphis, TN, and Tupelo, MS, in collaboration with UPS/FedEx Depots and PSRs, maintaining optimal stock levels.> Communication: Acted as the single point of contact for all communication with assigned physicians and sales reps, facilitating clear and efficient coordination.> Negotiation: Negotiated payment fees with PSR contractors, ensuring fair compensation for services rendered.> Documentation: Maintained comprehensive patient records and documentation for LifeVest prescriptions and installations, ensuring compliance and accuracy.> Insurance Assistance: Supported Intake/Reimbursement in gathering patient insurance information for billing, ensuring proper documentation and compliance.> Training & Mentorship: Developed training documentation for new hires and mentored incoming Account Coordinators, fostering a strong, knowledgeable team.Impact:My efforts ensured that the Zoll LifeVest product was delivered efficiently and reliably across the country, leading to increased patient satisfaction and supporting the company’s reputation for excellence. By improving communication channels, optimizing inventory management, and mentoring new hires, I contributed to a stronger, more effective team and enhanced operational efficiency, directly impacting the success of the sales force and overall service delivery. Show less

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  Biddy tarot

  Jun 2016 - now

  Operations, product and support manager

  I am a versatile and accomplished professional with 8 years of experience in dynamic roles at a leading Tarot Education start-up. My expertise spans product delivery, product development, people operations, business operations, and customer support. I have successfully managed the end-to-end lifecycle of both physical and digital products, overseeing the smooth operation of wholesale accounts and shipments, while contributing significantly to the company's growth and customer satisfaction.Key Accomplishments:> Product Development & Management: Spearheaded the development, implementation, and delivery of a diverse range of products, both physical and digital. Successfully managed wholesale accounts, ensuring timely and accurate shipments, which contributed to increased revenue streams.> People Operations: Led the recruitment, performance management, and development of a high-performing team. Established HR policies and procedures, fostering a positive work culture aligned with the company’s values. Introduced reward and recognition programs that boosted employee morale and retention.> Business Operations: Managed the company’s financial operations, including payroll, budgeting, and financial reporting. Implemented and optimized tools and software that enhanced team productivity and efficiency. Played a pivotal role in scaling operations to support the company’s growth.> Customer Support & Retention: Directed the customer support function, driving high levels of customer satisfaction and retention. Developed strategies to enhance the customer experience, resulting in increased sales and a loyal customer base.Impact:I have played a key role in building the foundations that have enabled the company to reach and inspire millions of Tarot enthusiasts and the Tarot curious worldwide. My passion for support and happiness has been the cornerstone of my work, ensuring that the company thrives and continues to make a positive impact in the lives of our customers. Show less