Accomplishments

Created and currently lead an on-going leadership development program.
I currently lead a volunteer group that is actively involved with our community
Consistently lead the department in both Early and Late Stage Collections productivity goals
I am a core member of our Recognition and Communications Committee
Winner of multiple quarterly awards for productivity, innovation and leadership 

Work History

Work History
Oct 2012 - Present

Collections Team Leader 

TD Auto Finance

Dallas Contact Center - Roanoke, TX

As a team leader, I implement the companies standards by training and developing agents. I ensure that as a team we are efficient, exceeding the department goals as well as promoting growth for our agents within and by the TD standard. I provide assistance regarding process and procedures. I train and mentor new hires as well as new leaders in our department. I assist and support workforce needs and meet departmental goals. I assist with problem resolution and ensure work is performed accurately, and in accordance with department Standard Operating Procedures and regulatory guidelines. I identify and assist with programs designed to increase morale, job satisfaction and performance. Conforms to, supports and enforces all Company policies and procedures. 

May 2011 - Oct 2011

Assistant Retail Operations Manager

Texas Rangers Baseball Organization

Arlington, TX

My role within the organization was to hire and train seasonal employees and to oversee transferring merchandise to our locations. Managed a team of 15. Contacted and coordinated with vendors. Quality assurance. Oversaw hiring, terminating, advancement, promotion, or any other changes of status of staff. Developed department's first incentive performance plan which motivated staff and resulted in an increase in production. Trained, coached and mentored staff to ensure smooth adoption of new program. Implemented innovative programs to increase employee loyalty and reduce turnover. Developed and rolled out new policies. Hired and trained 40 of staff. Partnered successfully with Human Resources, Security and the Sales team to produce trust-worthy, efficient and increased productivity for the general retail team. 

Oct 2008 - Apr 2011

Advanced Technical Support Specialist

Sprint

Fort Worth, TX

Certified to assist and repair Windows Operating Systems, Windows Mobile, Blackberry, Palm(New and Old OS), Android, Samsung, Motorola, and LG systems. I am trained and certified to use and troubleshoot Microsoft Office, Word, Excel and Outlook. Resolved customer complaints and concerns with strong verbal and negotiation skills. Evaluated and responded to incoming sales leads and requests for technical support assistance. Displayed courtesy and strong interpersonal skills with all customer interactions. Built and maintained successful relationships with service providers, dealers and consumers. Resolved customer issues in a clear, courteous and straightforward manner. Maintained composure and patience in face of difficult customer situations. Demonstrated professionalism and courtesy with customers at all times. Identified and solved technical issues with a variety of diagnostic tools. Support customers with online billing and account issues. Resolved problems with malfunctioning products. Followed up with clients to ensure optimal customer satisfaction. Researched issues on various computer systems and databases to resolve complaints and answer inquiries.  

Apr 2007 - Oct 2008

Asst. Store Manager

Anna's Linens

Irving, TX

Asst. Store Manager Greeted customers and ascertained customers' needs. Maintained records related to sales. Developed positive customer relationships through friendly greetings and excellent service. Managed team of 13 of professionals. Partnered successfully with Regional and Store Managers to produce better results from our employees. Reduced and controlled expenses by terminating insubordinate employees, as well as eliminating potential cost and variance risks. Surpassed revenue goals in four consecutive quarters. Trained, coached and mentored staff to ensure smooth adoption of new program. Developed and rolled out new policies. Hired and trained 5 of staff. Initiated program that standardized employee training and led to increase in customer satisfaction by 20%. 

Dec 2006 - Apr 2007

Department Manager

Floor & Décor

 Arlington, TX

Maintained records related to sales. Developed positive customer relationships through friendly greetings and excellent service. Partnered successfully with Regional and Store Managers to produce better results from our employees. Developed and rolled out new policies. Hired and trained 20 of staff. Initiated program that standardized employee training and led to increase in customer satisfaction for the Tampa location. Leader of customer support staff. Scheduled staff shifts to cover peaks and lulls in customer inquiries. Interviewed, hired and trained new quality customer service representatives. Trained staff on operating procedures and company services. Addressed negative customer feedback immediately. Identified individual development needs with appropriate training. Provided a high level of product and leadership support to representatives and clients. Routinely prepared and evaluated CRM reports to identify problems and areas for improvement. Resolved associate, tool and service delivery issues revealed by statistical reports. Generated and distributed daily reports and order acknowledgments to appropriate personnel. Managed work flow to exceed quality service goals.

Oct 2001 - Dec 2006

Asst. Sales Manager/Operations Manager

Circuit City

Brandon, FL/Grand Prairie, TX

Maintained records related to sales. Developed positive customer relationships through friendly greetings and excellent service. Managed team of 30+ of professionals. Partnered successfully with Regional and Store Managers to produce better results from our employees. Reduced and controlled expenses by terminating insubordinate employees, as well as eliminating potential cost and variance risks. Surpassed revenue goals in four consecutive quarters. Trained, coached and mentored staff to ensure smooth adoption of new programs. Developed and rolled out new policies. Initiated program that standardized employee training and led to increase in customer satisfaction by 35% Defined strategy and business plan for the sales department. My role within the organization was to hire and train seasonal employees and to oversee transferring merchandise to our locations. Managed a team of 15. Contacted and coordinated with vendors. Quality assurance. Oversaw hiring, terminating, advancement, promotion, or any other changes of status of staff. Developed department's first incentive performance plan which motivated staff and resulted in an increase in production. Trained, coached and mentored staff to ensure smooth adoption of new program. Implemented innovative programs to increase employee loyalty and reduce turnover. Developed and rolled out new policies. Partnered successfully with management staff and security to produce trust-worthy, efficient and increased productivity for the general retail team.

Education

Education
Jun 2015 - Present

Bachelors in Business Management

Western Governors University

General Studies

Aug 2006 - Jun 2008

Bachelors in Business Management

Capella University

General Studies