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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Cartagena St.Punta Gorda, FL Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLEAREAS OF EFFECTIVENESS*Business Process Improvement *Multi-tasking *Creative Problem Solving* Adaptability *Analytical *Dependable *Detail Oriented*Excellent Communication Skills *StrategicPROFESSIONAL EXPERIENCEComcast Fort Myers, FL February 2012-June 2023Analyst 1, Forecasting & Analysis (RTA)Proof payroll for accuracy & timely entry on a daily basis.Train new hire agents in entering their payroll during their orientation period, as well as, perform a refresher training 90 days later to get them ready for production.Provide real-time Service Level information to leaders. This includes AHT, Calls In Queue, Calls Offered, Handled & Abandoned.Analyze reports for Productivity & provide feedback to leadership to course correct.Accurately record absences & maintain Self Swap/Shift Slide file for a 300+ employee call center.Monitor 300+ agents using the RTA tool for excessive Hold & ACW usage as well as making sure agents are on task during long calls.Site POC & liaison on conference bridges, RTA Analyst & Leadership chatrooms.Customer Account ExecutiveAssist customers with their billing questions, troubleshoot cable outages, and offer an upgrade to customer accounts with Comcast products and services.Palmira Golf & Country Club Bonita Springs, FL October 2011-February 2012Receptionist (Seasonal Position)Assisted Accounting Department with invoice coding and mailing.State of Florida Fort Myers, FL August 2009-March 2010Economic Self-Sufficiency Associate (Temporary Position)State of Florida Port Charlotte, FL April 2009-August 2009Employment Specialist (Temporary Position)Embarq/Sprint Fort Myers, Florida March 1999-August 2008Quality Assurance Analyst/Work Force Management SpecialistResponsible for accurately reporting Headcount figures, Quota, End of Month Adjustments, and Payroll. Designed and implemented Excel spreadsheets to maintain the accuracy of these reports.Worked closely with the management team to provide and verified sales reports from a quota database.Analyst for the Quality Development Process that consisted of observing recorded and live incoming calls. Critiqued and scored calls according to the guidelines set forth by Corporate.Assist in training the Quality Development Process and Administrative functions to the new hire classes, which prepares them for what is expected of them while taking customer calls on line. Created a PowerPoint Training presentation.Maintained and created reports unique to our call center. This database was basically a DOS application.Gain access for new hires log on, ordering equipment as well as coordinate inter and intra-departmental moves. The new hire process I implemented was adopted nationwide due to the timeliness in which computer accesses were gained.Verify the accuracy of employee time and key payroll weekly for 100 employees.Monitor agents using ACD (Automated Call Distribution) system.Created employee database using Excel and Words mail merge function to provide on the fly reporting.Proficient with Microsoft Office Products.United Telephone of FL/Sprint Fort Myers, Florida January 1992-March 1999Service RepresentativeOnline Customer Service Representative assisted customers with their billing questions, new service orders and account upgrades.Fisherman's Village Resort Club Punta Gorda, Florida July 1991- February 1992Executive AssistantResponsible for preparing and organizing documents for business meetings with State Officials, the Board of Directors, and other executives.The resort club was a timeshare that was owned by out-of-towners that would arrive on Saturday and stay for the week. Implemented weekly festivities, such as Sunday morning breakfasts, midweek barbecues, and Friday pool parties for our guests.Gator Engineering, Inc Punta Gorda, Florida July 1988 July 1991Secretary/TreasurerAs a corporate officer responsible for Accounts Receivable, Accounts Payable and payroll.Instituted a database for project management as well as tracking historical data.Implemented weekly staff meetings and assisted in the hiring process.Gulf Coast Chiropractic Center Port Charlotte, Florida July 1986-July 1988Front Desk/Office ManagerDuties on the front desk included greeting patients, answering telephones, scheduling patient appointments, taking payments, filing insurance and Medicare forms.As the Office Manager, I performed A/R & A/P functions, prepared daily deposits, performed payroll functions and billing collections.First Florida Bank Punta Gorda, Florida March 1980- July 1986BookkeeperStarted career as teller and advanced to commercial teller after one year.As the bookkeeper assisted customers with reconciling personal accounts, cash item collections and handled ACH deposits and research as well as handling daily NSF report. |
