Experience

• 

  Brick oven pizza company

  Nov 1997 - Sept 2005

  Corporate trainer

  • Trained all employees at Brick Oven Pizza Company in various tasks including handling of monies and managing store inventory• Assisted the Vice President in daily operations and managed employees' schedules for each shift• Handled accounts receivable, payable, and bank deposits to ensure smooth financial operations

• 

  Pinnacle business solutions, inc.

  Sept 2005 - Mar 2007

  Customer service specialist

  • Assisted Medicare beneficiaries in selecting prescription drug plans and enrolling in Medicare approved plans.• Provided detailed publications on government approved plans to educate beneficiaries.• Evaluated callers' needs and directed them to the appropriate representative for further assistance.

• 

  Modern language association

  Apr 2007 - Jun 2010

  • Negotiated contracts for third-party data usage by MLA• Analyzed and evaluated data for integrity, identifying omissions and errors• Created agents using LotusScript to import data into IBM Lotus Notes• Acted as a liaison between third-party sources, Bibliographic Information Services, and IT Department • Corresponded with authors and editors of scholarly publications to ensure accuracy and relevance• Managed the application process for copyright certification at the Library of Congress• Streamlined workflow processes to increase efficiency and productivity• Organized departmental and committee events to foster collaboration and communication

  • Meta Data Administrator

    Oct 2009 - Jun 2010

  • Administrative Assistant to Editor and Chief, Bibliographic Information Services

    Apr 2007 - Oct 2009
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  Ansafone contact centers

  Aug 2010 - Apr 2020

  • Managed the entire Customer Service Center campaign for the Department of Children & Family Services (DCFS) and L.A. Care Health Plan, ensuring compliance and meeting KPI/SLA metrics.• Developed and implemented key process improvement efforts, optimizing operations and overseeing the Operations & Workforce Management Team to achieve metric goals.• Trained agents on Child Support Enforcement and SNAP benefits programs, created training materials, and implemented a Quality Assurance scorecard for customer service metrics. Show less • Lead Quality Analyst for the following accounts: TOMS Shoes, PrAna, Heifer Project, Hospice Accounts, Planned Parenthood, Fredericks of Hollywood, Operation Smile, and others• Responsible for managing a team of nine and assigning tasks to team members• Communicate effectively with team members, supervisor and management to ensure priorities and tasks are accomplished in a timely and efficient manner• Assist team members with queries and train new staff • Create all policies and procedures for the department Show less

  • Training Manager

    Oct 2018 - Apr 2020

  • Program Manager

    Apr 2016 - Sept 2018

  • Qaulity and Training and Development Manager

    Jun 2015 - Apr 2016

  • Account Executive

    Mar 2012 - Jun 2015

  • Training and Development Manager

    Dec 2012 - Mar 2014

  • Senior Quality Assurance Officer

    Mar 2011 - Dec 2012

  • Quality Assurance Officer

    Aug 2010 - Mar 2011
• 

  Shimmick construction

  Apr 2020 - Oct 2023

  Neology bought our company—same duties and job functions but working under different company name. I worked the same job duties at Ansafone as a training manager - I was transitioned to Shimmick doing the same job duties and role.

  • Customer Service Center Manager for Shimmick

    Oct 2021 - Oct 2023

  • Training Manager

    Apr 2020 - Oct 2021
• 

  Neology, inc.

  Oct 2023 - Jul 2024

  Customer service center manager

  • Managed operational goals, directed staff in Call Service Center activities, and monitored productivity and performance.• Collaborated with Tolling Agency personnel and regional tolling authorities to achieve Call Service Center objectives.• Implemented effective employee appraisal processes and addressed internal and external complaints.• Supported Quality Control Program implementation.

• 

  Montrose environmental group

  Jul 2024 - now

  Contract set-up supervisor

  • Analyzed contract terms and conditions for completeness and accuracy, identifying potential risks.• Utilized Workday to store, track, and manage contracts efficiently, maintaining detailed records.• Communicated effectively with internal and external parties regarding contract updates and approvals.