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Summary:To utilize my skills in an Organization where potential growth is available.Operations Management, Customer Care/Spanish Supervisor, Customer Service Sales Lead, Quality Assurance Analyst, Supervisor Support, Corrective Actions, Coaching, Customer Care, Microsoft Excel, Microsoft Word, Windows 95, P2K, Scopus, Versatility, PC, CRT, SPANISH BI-LINGUALEducationUniversity of Tampa 2004- 2006Hillsborough Community College 1982-1983ExperienceVERIZON WIRELESSCustomer Service/Technical Support Bilingual Supervisor at present May 98-PresentResponsible for supervising motivating, monitoring, coaching, feedback and developing a team of 12 consultants.Corrective Actions relating to attendance and performanceOne on Ones- Facilitate consultants to enhance their needsTeam Meetings- Provide updates that affect Call Center/TeamHandle Escalated Calls in a efficient timely mannerTimesheets-Provide accuracy and in a timely mannerMARS/MTAS, Knowledge Base, BB Admin TooKnowledgeable of Customer Service Scorecard, CSTS/NPS ScorecardConduct Interviews for new hire both English/SpanishCustomer Service/Spanish Supervisor Specialty Desk 2000-2003PrimeCoCustomer Service/Transition Supervisor Specialty Desk 1999- 2000Quality Assurance Analyst- Oct 97- May 98Monitor English/Spanish calls on Customer Care Consultants (Five PrimeCo Centers)Attend Training/Team Lead Presentations on QA StandardsAbility to describe standardized call handling format and techniquesMaintain accurate records and reports on monitored callsReport results of monitored calls various levels of managementOther duties as assignedCustomer Care Consultant-PrimeCo Dec 96-Oct 97Educate Customers on Verizons Wireless technology and systemsAdvise customers on Service Plans to suite Financial needs. Provide input with co-workers to enhance teamwork and customer relations. Supervisor support with select projects. Coaching and helping new staff as well as other co-workersDYNCORP CORPORATIONS 1993-1996Operator for United States Postal ServiceAdministrative FunctionsPrepare various Reports and ChartsDate EntryCoaching and helping new staff as well as other co-workersDIVINE PROVIDENCE FOOD BANK, INC. 1988-1993Operations ManagerManage Organization and 14 employeesObtain Direct Report to Executive DirectorObtain new providersAttend Weekly Board MeetingsTravel The United States for Conference meetings-(twice yearly)Disciplinary actions and Performance reviewsAdministration functionsResponsible for payroll, processing accounts payable and accounts receivableFIRST FLORIDA BANK N.A. 1981-1987Customer Service Lead ConsultantInside sales-sold various financial accounts including checking and savingsSales support-obtaining leads for credit card sales, trust account sales and CD salesSupervisor SupportCoaching of new employeesAWARDS:Certificate of Appreciation- Smooth transition of 140 personnel & equipment.(Moved from PrimeCo building to Verizon Wireless building)Promoted to a Specialty Desk Bilingual TeamOther TrainingHow to do a Termination (HR), Vision Training, Call Sequence Training, Leading DiversityTrainingMORPH TrainingUnion Awareness TrainingCoaching for Success TrainingHow to Write Effective Corrective Action (HR) TrainingACSS TrainingSales ID TrainingAmericas Choice TrainingHow to complete a profile (HR)RTA training (RMG)HR University TrainingPERSONAL & PROFESSIONAL REFERENCES GIVEN UPON REQUEST