Summary of Qualifications ••••• Honored for excellent customer service support, with self-motivation and professional leadership skills. Proven track record in managing timing of projects for delegating and reorganizing of companys branch office telecommunication system. Monitored and documented difficult relationships among the workforce and clientele. Technical knowledge of Microsoft Office ••••• & Windows Home XP Excellent typing credentials and strong basic numeric aptitude. •••••
„h Responsible for delegating vital information to staff for rerouting of telephone trunk lines for large banking and brokerage firm, during the terrorist attack. „h Recognized for leadership and motivational skills of phone and computer knowledge during the restructuring of Audio Video Conferencing division. „h Saved the firm •••••% in cost reduction for redesigning and reformatting the companys personnel telephone directory. „h Reduced overhead cost of workforce turn over rate by scheduling normal working hours of coverage for all shifts. „h Reinstalled, compiled and systematized DOS data software, for upgrading of company global communications database, when companys security system had failed. •••••
Pitney Bowes/Deutsche Bank Baltimore, Md. •••••Present Leadership-Customer Service Specialist
Implemented, managed and trained, Telephone Customer Support staff in Operations of Incoming Call Sorted by Operators performance metrics (i.e. Total Calls, Total Duration, Average Time Duration, Average Ring Time, and Total Transfer of Calls).
Recruited, evaluated and hired Operators and Temporary personnel for on the job performance to follow through with company policies. Assist Managers and Voice Network technicians in redirecting of branch office telephone trunk lines, during B C P emergency evacuations.
Report Operators call traffic statistics and general clerical operations of receptionist areas to Site Managers.
Alex Brown & Sons / D. B. / Danka Services Baltimore, Md. 9/••••• Training- Jr. Clerk and Senior Operator
Instructed Operators and Department Managers on answering several hi-tech PBX multi-line dimension switchboard consoles, for incoming / outgoing call bounds.
Handled, filed and sorted all incoming and outgoing of mail day to day activities.
Circulated department weekly, monthly business reports and memos of marketing business at hand.
Assessed and distributed inventory of stock supply requisitions, along with furniture requests
Maintained general front desk duties in other department areas assigned.
••••• Education Direct / Business Management Course Scranton, Penn. ••••• Eastern High School Diploma Baltimore, Md. ••••• Carver High School Office Mgt. Certificate Baltimore, Md.