Experience

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  At&t

  Sept 1998 - Oct 2004

  Call center manager

  Training, developing and support for Operator Services Position Systems operators and Management Relief Team. Large Team Call Servicing Center Management with focus on development and attendance for a workforce of over 200 Associates. Handled all aspects of marketing initiative for center to grow customer base. Partnered with channel manager and external vendor to develop and deliver training to ensure objectives were met at the office and national level. Pilot group results improved 46%, with a projected revenue increase of $500K. Member of National Human Resources Process Management Team. Responsibilities included proactively identifying and overcoming employee satisfaction issues. Employee survey results reflected a high level of satisfaction, exceeding company targets of 82% agreement. Actual 2004 occupational office survey results were 95% agreement. Managed all disability, FMLA and Worker’s Compensation cases for center. Partnered with external vendors as well as internal peers to ensure attendance objectives were met each year and in accordance with company guidelines and federal laws. Strong interpersonal skills with an ability to work effectively with people in a variety of fields. Management liaison for union issues. Handled first-step grievance meetings documented second step grievance meetings and prepared third step grievance briefs for Employee Labor Relations. Planned and scheduled personnel to meet customer demands. Delivered developmental training to a force of over 200 employees. Prepared performance reviews, appraisals and maintained personnel records to ensure compliance with company standards. Show less

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  Asurion

  Aug 2005 - Aug 2008

  Operations manager

  Led team of 6 supervisors and Customer Service Representatives team of 80 Agents to meet/exceed client Service Level Agreements for Quality and Efficiency. Proactively identified areas of opportunity, developed and implemented action plans for improvement while maintaining employee satisfaction.

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  Icon plc

  Jul 2008 - Sept 2023

  Effectively manage the Interactive Technology Support Services activities of individual projects and staff in a manner that ensures a high level of Customer Service/Support and Quality Systems. Recognize, exemplify, and adhere to ICON’s values which center around our commitment to people, clients, and performance. Manage all staff under my leadership. Ensure that projects are conducted in a timely manner in adherence with ICON SOPs and appropriate regulations and to liaise with other department managers as necessary to achieve this. Monitor project budgets and communicate issues to department management in a timely manner. Monitor the quality specification within projects/departments. Liaise with clients on project related matters. Ensure all necessary training is provided to staff. Maintain documentation of training as appropriate. Keep senior management informed of project status in relation to both quality and timeliness. Liaise with other managers/directors to improve the effectiveness of the organization. Maintain confidentiality of management information as appropriate. Participate in business development activities as appropriate. Show less Perform project support activities in a manner that is in adherence with ICON SOPs and appropriate regulations. Resolve critical/complex Call Center requests. Make independent judgments to complete assigned projects for Project Leader as appropriate. Provide critical input to Project Leader for proactive resolutions and improvements. Prepare project summary reports and analyses related to project support activities. Liaise with clients on project support related matters. Monitor the quality of each assigned project system to ensure the systems are performing as expected, including the monitoring and resolution of issues to ensure that they are being addressed within specified timelines and within quality expectations. Monitor activities in relation to both quality and customer service and keeps management informed. Maintain confidentiality of project information as appropriate. Analyze project effectiveness and provide critical input to Help Center Manager in developing new processes, updating current processes and identifying process improvement opportunities. Show less

  • Manager, Production Operations Project Support

    Jan 2012 - Sept 2023

  • Help Center Manager

    Jul 2010 - Jan 2012

  • Senior Project Support Analyst

    Jul 2008 - Jul 2010