United States Army Reserve, 8 Years
Human Resources Administrative Specialist
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Rank Sergeant
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Supervised performance of administrative functions.
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Review and edit correspondence prior to release, submission for signature, or other disposition. Conducts periodic review of files to ensure proper filing of correspondence.
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Controls use of reproduction facilities and reviews item to be reproduced.
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Plans and organizes office operations to include publications and forms administration and office administrative procedures.
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Writes office SOP, job descriptions, and directives, Determines requirements for office equipment, supplies, and space.
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Plans layout of office.
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Requisitions, receives, inventories, and signs hand receipts for office equipment.
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Coordinates administrative activities with other organizational elements and staff sections.
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Establishes mail delivery routes and schemes and arranges for pickup of distribution by messengers.
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Serves as custodian of classified documents. Signs receipts for, logs, inventories, files, and secures classified documents.
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Prepares documents for destruction or other disposition. Ensures proper accountability of documents based upon the degree of classification.
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Assisted in recruiting efforts.
TeleTech - Supervisor
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Supervise the daily activities of a group of associates by providing mentoring, coaching and guidance while also making recommendations on areas which need improvement.
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Working with associates to address employee relations issues, coordinating all associate activity related to training, development and coaching sessions.
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Responsible for the development each member of your team so that they can achieve their full potential.
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Directly accountable for associate attrition and employee satisfaction.
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Responsible for monitoring absence and attendance for your team.
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Manage operational protocol by keeping management apprised to real-time situations and be responsible for frequently taking escalated or complex calls from customers, Also responsible for partnering with the Quality department to ensure the achievement of company and client quality goals, training agents on new or revised information relating to the services, products, or processes of the project
Quality Assurance - Teletech
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Weekly calibration sessions with supervisors & our client to ensure that the grading of all calls is accurate and fair.
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Work with each supervisor closely to make sure we are calibrated and meeting the project/client goal.
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Developed a Quality Tracker for keeping track of all grades through excel. This also tracks trends with each associate for: quality average, areas marked off on the score card, compliance fails, call types & E3 customer experience score average. In addition supervisors are able to use this during Caps &1 on 1 time with associates for coaching trends on each individual associate and team.
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Work closely with the training department and training classes to ensure complete understand the call requirements and regulation for QA. I also train the Quality Assurance section of each new hire class. One of my tasks is to perform QA’s on nesting associates making sure they are completely ready and pass all client requirements before hitting full production.
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Responsible for Quality Assurance Specialists performance, development, mentoring, and coaching to meet and continuously improve both TeleTech and client quality metrics.
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Team Leads focus on providing motivation and support to enhance engagement and success in attaining quality targets and goals.
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Accountable for meeting all performance indicators, quality metrics using reporting tools, and techniques specific to quality assurance. Oversee and execute the monitoring and scoring activities and responsibilities of their teams.
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Coordinate quality assurance activities and special quality projects. Lead Specialists in accordance with policies and procedures of TeleTech and client's requirements.
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Evaluate quality assurance processes.
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Recommend and coordinate needed changes based on process analysis and program changes upon client request. Responsible to meet team productivity and quality goals.
Walmart Assistant Manager
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Interviewing and Hiring
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Training Associates and driving customer service.
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Supervising Associates, Enforcing Company Regulations with multiple departments, My area was Crafts, Stationery, Celebration, Home, Domestics, Toys, Furnisher, Electronics, Photo Lab, Apparel (Women’s, Men’s, Children’s, Infants, Fitting Room & Jewelry)
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Associate Weekly Scheduling, Coaching, and Evaluations. Providing mentoring and answering the critical associate question that can help develop future leaders.
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Tracking, Analyzing and Driving Sales by looking at trends in the company and store over previous months and years to see trends in overall sales. In addition working with the local community to be aware of current events which may drive sales.
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Accounting – Daily Deposit Reports.
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Ensure that all associates are being held to company compliance policies and procedure’s, implementing a plan of action correcting issues that arise.
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Profit & Loss Management, Shrink, Perpetual Inventory Management, Inventory Tracking, In Stock Levels, Ordering Inventory, Maintain the backroom.
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Store organization – Feature Management, implement promotional campaigns
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Communicating with Walmart corporate offices.