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Work experience

20132015

CCO Call Center Supervisor

General Dynamics

Supervise, develop, and coach CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.

• Perform tasks to assure service level requirements and adherence goals (such as real-time adherence (RTA) and average handle time (AHT) are met.
• Assume leadership responsibility for department tasks and contact center activities as required.
• Review, approve, and sign timecards on daily and weekly basis as required in the timekeeping policies.
• Participate in the interview process and recommend hiring contact center staff.
• Facilitate and deliver training as required under department guidelines including essential job training (EJT), initiatives, and up training. Ensure 100% completion for all direct reports.
• Act as a point of contact as required.
• Support and enforce contact center expectations as well as departmental and corporate policies and procedures.
• Log in to queues as required during high call volume or all hands status.
• Recommend, complete and deliver corrective actions as applicable.

20122015

Tutor

Purvis Middle School
  • Offer assistance with developing study strategies
  • Work to develop a tutoring plan that fits the student’s individual needs
  • Prepare tutoring sessions to ensure academic development
  • Assess  progress throughout tutoring sessions
  • Participate in tutor training and development sessions
20102011

Cashier

Wal-Mart
  • Receive payment by cash, check, credit cards, vouchers, or automatic debits.
  •  Issue receipts, refunds, credits, or change due to customers.
  • Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
  • Greet customers entering establishments.
  • Maintain clean and orderly checkout areas.
  • Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.
20102011

Assistant Manager

Jr Food Mart Inc
  • Assist in the recruiting of, recommend for hire, and train, positive individuals
  • • Motivate, encourage, and challenge store cashiers.
  • • Promote and resolve customer complaints, in a timely and professional manner.
  • • Implement and enforce established daily operating procedures to ensure store is clean, adequately stocked, organized, and well kept.
  • • Ensure all merchandise is stocked and displays are attractive, priced correctly, and displayed in a safe manner.
  • • Maintain quality brand image standards.
  • • Supervise, and discipline all store employees according to company policy.
  • • Monitor daily retail gasoline competitors and sending the prices to the corporate office in a timely manner as established by management.
  • • Complete daily paperwork and computer entry in a timely manner as established by management.
  • • Monitor cash over/short, inventory shrinkage, and drive offs daily.
  • • Conduct Store meetings as needed with employees. 
  • • Follow and enforce all Company Policies and Established Procedures in the store Operations
  • • Implement Monthly promotions, insure all POS advertising/signage is properly posted at the proper time.
  • • Communicate and perform all price change request, mark downs / ups as requested by the Operations Manager.
  • • Implement and enforce all merchandising and vendor policies and procedures.
20082009

7th Grade Pre-Algebra Teacher

Nettleton Jr. High School
  • Adapt teaching methods and instructional materials to meet students' varying needs and interests.
  • Attend professional meetings, educational conferences, and teacher training workshops to maintain and improve professional competence.
  • Establish and enforce rules for behavior and procedures for maintaining order among students.
  • Establish clear objectives for all lessons, units, and projects, and communicate these objectives to students.
  • Maintain accurate, complete, and correct student records as required by laws, district policies, and administrative regulations
  • Prepare, administer, and grade tests and assignments to evaluate students' progress.
  • Confer with parents or guardians, other teachers, counselors, and administrators to resolve students' behavioral and academic problems.
  • Meet with other professionals to discuss individual students' needs and progress.
  • Plan and conduct activities for a balanced program of instruction, demonstration, and work time that provides students with opportunities to observe, question, and investigate.
  • Assist students who need extra help, such as by tutoring and preparing and implementing remedial programs.

Education

20052007

Bachelor in Science

Arkansas State University
19982003

Associate in Arts

Meridian Community College

Certifications

20132018

MS Teaching Certificate

State Of MS Department of Education