Experience

• 

  Florida power corporation

  Jan 1995 - Jul 2001

  Led a team of 7-10 associates.· Primary responsibilities included coaching, mentoring, and developing skills of team members.· Evaluated statistical information (average handling time, idle time, call wrap, sold products) to ensure each team member was contributing positively to department goals..· Monitored incoming call volume and daily call activity to ensure enough resources and coverage were available to meet call demand.· Evaluated trending information from procedural/escalated calls to develop team members and provide documentation for Performance Development Plan. · Responsible for training new employees at the Lake Mary call center.· Worked on a team to develop and deliver updates/special happenings at the call center through Daily News correspondence.· Individualized training to help struggling employees improve performance.· On several occasions, filled in as Supervisor for the Lake Mary Customer Solution Center.·Assisted in interviewing and onboarding of new team memebers. Show less

  • Senior Customer Service Associate (Team Lead)

    Sept 1997 - Jul 2001

  • Customer Service Associate

    Jan 1995 - Sept 1997
• 

  Progress energy

  Jul 2001 - Jun 2012

  Schedule, coordinate, and oversee Progress Energy Florida’s testing program. Increased certified test administrators to 34 company-wide; increasing efficiency and reducing expenses to the testing program.· Maintain and track testing inventory.· Analyze trends in testing including costs, efficiencies, adverse impact, and pass rates. Implemented initiatives to increase efficiencies in processes that reduced cost to the organization.· Ensure that test administrators are properly trained on testing procedures, Progress Energy’s testing policies, and EEI (Edison Electric Institute) testing guidelines.· Oversight of the day-to-day operations for pre-employment testing.· Research all candidates and employees testing history to ensure fairness and consistency with pre-employment testing.· Research test statistics (pass rates, cut scores) and formulated solutions to help reduce adverse impact.· Liaison between Progress Energy-Florida and Edison Electric Institute Pre-Employment Testing Division.· Participate in studies, such as equating and validation, to enhance effectiveness and defensibility of pre-employment tests.· Traveled extensively throughout Progress Energy’s service territory to administer and oversee testing process (traveling 50-80%).· Assisted with the full cycle recruiting process by screening candidate resumes, scheduling interviews, participating on interview panels, and providing recommendations to aid in selecting the right candidate.· Received high customer satisfaction rating through internal customer satisfaction survey and 360 feedback.·Assisted with interviewing and onboarding of new team members. Show less Analyzed, developed, scheduled, and delivered training to Customer Service Associates in the Lake Mary Customer Service Center. Training included GBS for new hires, individualized just in time training to improve performance, Delighting Customer training, and Human Performance Training. Worked with Contact Center Operations to determine most efficient method of delivering training.· Monitored customer service associates' phone calls to provide feedback on performance. Analyzed monitoring reports to conduct trend analysis. Used data collected to identify performance gaps and trends. Based on trend analysis, developed plans and training to increase performance of customer service associates.· Assisted in supervising and developing new employees’ skills and behaviors.· Led a team to develop new hire training process in Florida. The team successfully developed Goal Base Scenario (GBS) Training for Florida which included training modules for self learning followed by simulated phone interactions to practice. End of call series allowed trainers to measure and evaluate progression of training. Development plans and procedures were put into place for struggling new hires. · Served as interim supervisor for bilingual team for three months. Show less

  • Recruiting Program Coordinator, Test Coordinator

    Oct 2006 - Jun 2012

  • Associate Technical Training Specialist (CSC Trainer)

    Jul 2001 - Oct 2006
• 

  Duke energy corporation

  Jun 2012 - now

  Provides strategic HR Business Partner support to assigned customer base, consisting of Florida Transmission and RRE leaders and employees. Responsible for providing HR guidance across several functions (e.g., compensation, employee relations, talent acquisition, employee engagement, performance management, policy implementation, employment law, change management).Provides independent consultation on complex issues. Analyzes and understands information and business objectives to make appropriate recommendations to leadership/assigned customers.Provides strategic oversight and ownership for planning, coordination, monitoring, and developing recommendations for Florida Transmission related issues or initiatives.Maintains weekly and monthly data analysis reporting and trending to provide valuable data for Florida Transmission and RRE management through established HR reports and established corporate metrics.Manages and facilitates Florida Transmission and Talent Planning process to meet established milestones throughout the year, as well as, assist in Talent Planning for customers in RRE.Provides investigation support, as needed, for Florida Transmission and RRECompletes non-routine HR projects with minimal oversight and has the ability to independently manage project schedules and interfaces.Responsible for aligning business objectives with employees and management within Transmission. Show less

  • Senior Human Resources Consultant

    Dec 2021 - now

  • Senior Recruiting Specialist

    Sept 2016 - Nov 2021

  • Business Operations Analyst

    May 2016 - Sept 2016

  • Recruiter-Florida Delivery Opererations

    Jun 2012 - May 2016