David Roof

Experience

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  Family Foods and La Chiquita Supermercados

  Sept 1995 - Jun 2002

  Deli Department Manager

  Managed perishable inventory and labor to within cost. Made sure product was p[riced correctly on the floor. This is where I began mmy experience working with the Hispanic workforce and developing my language skills. I developed relationships with vendors and other deparrtmet managers that would lead to cost cutting and ultimate customer satisfaction.

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  Rent-A-Center

  Jun 2002 - Jun 2008

  Executive Assistant Manager

  June 2002 through August 2006 and October 2007 through June 2008Managed cost control through careful use of P&Ls Managed day to day duties of Account managers, credit and sales managers.Developed local sales and marketing programs to drive revevueActed as store manager when the store manager was out of the office.

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  CitiFinancial

  Aug 2006 - Sept 2007

  Branch Manager Trainee

  Trained for Branch Manager Position while selling loans and meeting collection goals.

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  Meadowcraft

  Aug 2008 - Jul 2009

  HR Representative/Translator

  Communicated important and time sensitive information to non English Speaking employees.Acting as liason between bargaining unit employees and staff/managementTranslated health and saftey documents to Spanish.Held Spanish language workshops for supervisors annd managers.

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  Freelance Translator

  Jul 2009 - May 2010

  FreelanceTranslator

  Translated documents for various businesses. My main customer was my church who would pay me per word, but I also completed a lot of pro bono work for them and others.

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  Ambassador Staffing

  Aug 2009 - May 2010

  Translator/Most Placeable Candidate

  Acted at translator/interpreter for Hispanic employees of a growing temporary labor company while working alongside the Hispanis workforce in the automobile industry in the shipping and recieving departments as well as part assembly plants.

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  Intrado

  Jun 2010 - Aug 2022

  • Plan, estimate, track, and mange timeliness associated with implementing the technical and procedural functions of new customers and new implementations for existing customers.• Act as point of contact with internal departments and external customers and vendors in defining goals and objectives for delivering in a timely manner to maximize revenue and ensure customer satisfaction.• Analyze customer data and report to management on areas where sales can be optimized within each assigned account.• Proactively oversee the activities involved in quality resolution of problems related to assigned projects Show less Answer incoming client calls involving questions or issuesDocument all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and proceduresProvide constant communication to clients on any/all outstanding issuesResolve problems within the scope of responsibility, escalating to appropriate departmental staff any issues that may adversely impact clientContact common carrier and work with them to resolve issues determined to be in their area of responsibility, acting as a liaison between them and the clientUpdate information on trouble tickets as necessary, and close out trouble tickets when clients' issues have been resolved Show less Conferencing Supervisor 3/19/12 to 5/22/20Forecast production and Manage hiring and call coverage for the department to support sales growth in the LATAM region.Train and develop communications and technical skills of the multilingual employees within the department.Promote collaboration and seamless communication between customer service and production employees and between call centers within the operations reporting structure,Web Events Supervisor beginning June 2013 - Manage Coverage and quality of Web Events team that provides overflow coverage for Intrado’s Event Services team.Supervisor of the quarter - 3rd Quarter 2014Outstanding Leadership Award 2nd Quarter 2018 Show less

  • Implementation Project Manager

    Apr 2022 - Aug 2022

  • WIPC Technical Support Specialist

    Jun 2020 - Mar 2022

  • Operations Supervisor

    Mar 2012 - May 2020

  • Bilingual Conferencing Operator

    Jun 2010 - Mar 2012
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  Fusion Connect

  Sept 2022 - now

  Implementation Coordinator

  • Responsible for verifying accuracy and completeness of all new Customer orders, entering orders into OSS systems with a high degree of accuracy, providing technical support to Customers and Vendors, verifying service needs and managing in flight order changes• Ensure high quality and accurate service by assisting and resolving a wide variety of customer requestsand inquiries• Project manage multiple Enterprise accounts through on-boarding simultaneously• Host meetings and conference calls to explain audit results to partners/customers and weekly status callsthrough the onboarding process• Build external and internal relationships through exceptional problem solving, ownership and follow through• Acts as liaison between Sales, Customer, Vendors and Partners and works closely with Circuit Delivery,Provisioning, Service Activations Technicians and Field Service Technicians to ensure a smoothinstallation and activation experience• Responsible for managing orders through all installation milestones to completion, ensuring all orderedservices are activated and exceed Customer expectations• Initiate and manage escalations through Operations leadership and other internal Fusion departments• Address post activation issues related to the installation Show less