(443) 525-3537 | [email protected]
SERVICE & SUPPORT PROFESSIONAL
An accomplished service and support professional with proven experience driving performance across business operations, including Human Resources, Customer Service and Office Management. Leverage additional expertise in retail management, including leading nine direct reports and overseeing complete financial and administrative operations.
? Recruiting Support / Management ? Inbound / Outbound Call Centers ? Team Leadership / Management
? Project / Program Management ? Highly Effective Communicator ? Cross-Functional Collaboration
? Issue Identification & Resolution ? Policy & Procedure Compliance ? Mentoring / Coaching / Training
University of Maryland Medical Center Baltimore, MD 2014-Present
Temporary Assignment Office of Education and Residency Training for the Psychiatry Department-UMMC
This department is responsible for the selection of and tracking of all new Doctors during their residency.
Assisting with administrative duties and support during the recruitment season.
ARBITRON, INC. Columbia, MD 2009 - 2014
IT Customer Service
Provided high levels of coaching and training in a fast-paced outbound call center environment, maximizing customer service levels.
Consistent top performer, receiving high praise, recognition and bonuses from senior leadership for exceeding all established goals and objectives for performance.
Successfully installed the Personal People Meter (PPM) equipment in participating households nationwide.
Accurately assessed and performed troubleshooting on PPM equipment problems, analyzing system reports and telephone contact with panelists.
Contacted households daily, ensuring compliance through coaching and that all equipment issues were resolved efficiently.
Played a key role on the Triage Team, improving the index of panelist age 18-34 year olds for all six regions in panel services.
CLEAN VENTURE, INC. Baltimore, MD 1999 - 2008
Performed a wide range of administrative and office management functions, including overseeing payroll, credit and collections, and Human Resources.
Drove performance by providing supervisory leadership to one Administrative Assistant as a direct report, instilling the accountability and training needed to exceed goals.
Facilitated accuracy and consistency in accounting operations, performing all Accounts Payable and Accounts Receivable functions prior to deadline dates.
Effectively communicated with customers and vendors through telephone, quickly diffusing or correcting problems.
Improved productivity by collaborating cross-functionally with Chemists, Supervisors, Project Managers and Billing leadership.
EDUCATION & SOFTWARE
Associates Degree in Communications, Morgan State University
Completed- CompTIA A+, Comp TIA Security +, and Comp TIA Network+ at UMBC Training Center 2014
Skill Path Certification: Coaching / Counseling and Conflict Management
MS Office Suite (Word, Excel, Outlook)