Work history
FTSI
September 2007 to the present
Call Center Supervisor
tags:
leader
• team player
• goal oriented
• communicator
• problem solver
How would you describe your time at FTSI?
Manage 5-person team dedicated to resolving ATM problems for financial institutions. Responsible for setting up formalized call center environment complete with one call resolution, and enhanced service call tracking. Work closely with (IT), Accounting and Project management to ensure customer needs are met.... 
Manager of Newspapers in Education
tags:
problem solver
• mentor
• communicator
How would you describe your time at Investor's Business Daily?
* Provided K-12, colleges & universities with access to "functionality training" on the digital edition of IBD (newspaper). Followed up with schools to ensure electronic access and compliance with NIE rules.
* Expanded NIE school participation by 20% by fostering relationships with key high school, university/college and state government educators. Also used print and online advertising to recruit schools for the NIE program....
Operations Supervisor
tags:
team player
• problem solver
• coaching
• goal oriented
• managing
How would you describe your time at Investor's Business Daily?
*Managed four-person Customer Relations supervisor group that resolved escalated customer complaints from telephone & e-mail channels. Dramatically improved customer relations performance by utilizing training in world class customer service, managing stress effectively, countering customer objections, and high impact communications. Training resulted in a 50% increase in customer account retention over two-years.
*Organized/managed the new hire process for the call center from conducting the initial telephone screening interviews through setting up new hire training schedule. Facilitated and trained employees on "How to Handle Angry Customers" through a training module designed to retain customers. Held daily debriefing sessions with new associates during new hire training to ensure retention of concepts, policies, and procedures. Held feedback sessions 30 days post orientation training to explore ways of improving new hire performance....
Education
Marketing
tags:
problem solver
• leader
• team player
How would you describe your time at California State University...?
It was very rewarding
