SUMMARY:

• Organized and detailed - oriented with a keen eye for defining core processes, identifying issues, and effectively finding ways to streamline processes
• A conscientious self-starter and problem solver with the ability to strategize and prioritize while managing multiple projects
• Adapting quality with the changing needs, ability to absorb new materials and processes with ease
• A vibrant personality with great interpersonal skills which allows me to easily manage, train, and motivate fellow team members and subordinates
• A highly skilled listener with the ability to communicate effectively in order to assess needs and convey necessary information with clarity, Confidential ce, enthusiasm, and the terminology appropriate to specific audience

TECHNICAL SKILLS:

SKILLS: Microsoft Office Suite (Excel, Outlook, PowerPoint, Project, InfoPath and Visio), Exact Target, Team Foundation Server (TFS), Mingle, SharePoint, and CRM Tools: Salesforce, Sage SalesLogix, Zen desk, and SAP.

PROFESSIONAL EXPERIENCE:

Confidential ~ Oxford, MS

Operations Coordinator

Responsibilities:

• Coordinates the daily office operations
• Manages all office equipment and logistics
• Manages facilities management requests
• Procures and maintain office supplies and equipment
• Maintains accurate and current records of departmental inventory
• Controls file organization
• Provides supervision and guidance to assigned student workers and interns
• Administration
• Provides support for Executive Director (and other senior staff as necessary) including scheduling and coordinating meetings and activities, research, note-taking, etc.)
• Answers the phone and greets guests
• Assisting staff with the preparation of collateral materials and mass mailings, etc.
• Assists with the design of publications for the Institute; including brochures, invitations, business cards etc. and coordinates with on- and off-campus publishing centers for printing needs
• Updates the departmental website and/or social media, as needed
• Event Planning
• Liaise with senior staff to identify their event planning needs and assist in the development and management of event budgets, including tracking costs.
• Communicates with vendors and providing day-of event support (set-up, registration, note taking, breakdown and related activities)
• Coordinates timelines and logistics, ordering food and supplies, securing locations,travel and housing, tracking budgets and expenses
• Coordinates with the procurement services to process event-related invoices, honorariums, reimbursements and reconcile billing
• Human Resources
• Maintains personnel files
• Creates core operation processes and policy and procedure manuals
• Process personnel forms for new hire, cost distributions and positions changes
• Manages consultant and intern contracts
• Finance
• Assists in budget planning, preparation, and compliance
• Manages and reconciles budgets and grants
• Executes and monitors expenditures and maintains records for auditing purposes
• Performs account and payroll reconciliations
• Prepares summary statements on accounts and estimates for future expenditures based on accounting history for internal and external use
• Works with procurement services to process general invoices and creates purchase requisitions, as needed
• General duties
• Support institute-wide planning, development, and communication activities
• Perform other duties as required

Confidential ~ Los Angeles, CA

Project Coordinator/ScrumMaster

Responsibilities:

• Managed the day to day operations of SAAS Application for multiple software development teams
• Created and executed project work plans and revised as appropriate to meet changing needs and requirements
• Identified and managed required project resources. Tracked and reported team hours on a weekly basis to leadership
• Provided project and risk analysis dashboard reporting to internal and external business stakeholders
• Planned and executed projects
• Created and updated project plans
• Ensured project documents were complete, current, and stored appropriately
• Set, managed, and communicated expectations
• Resolved and/or escalated issues in a timely fashion
• Kept track of lessons learned
• Worked with the release team to schedule rollouts and managed server updates
• Organized and facilitated Development teams using Kanban and Scrum processes - sprint planning, daily stand-ups, backlog grooming, sprint reviews, and retrospectives
• Coached team members on agile principles and providing general guidance on agile best practices.
• Ensured core agile principles were followed and practiced within the scrum teams
• Track and communicated team velocity and sprint/release progress to teams and management
• Facilitated discussion, decision making, and conflict resolution
• Made recommendations for continuous improvement to enhance productivity, responsiveness, and quality
• Identified and removed impediments to prevent distractions
• Assisted key business users (product owners) with backlog creation, grooming and prioritization
• Worked with on and off shore team
• Experience with code freezes and continuous delivery
• Skills heavily used - Project management, Interpersonal, Organizational, SharePoint, Team Foundation Server (TFS), MS Office (Word, Excel, PowerPoint, Visio, Project)

Confidential - Los Angeles, CA

Senior Client Support Technician/ Project Coordinator

Responsibilities:

• Provided outstanding consultative technical support,, and customer service to clients and employees
• Troubleshot SAAS application issues in a timely manner on supported browsers, bugs, and server issues via email, phone, and WebEx
• Managed and resolved customer complaints
• Worked closely with the software development, QA, product management teams to ensure timely follow-up and resolution of client-reported concerns, defects, enhancement requests, and server issues
• Performed software testing on various browsers and servers and reviewed user requirements documents to ensure that requirements were testable
• Reported monthly stat numbers to leadership
• Managed and directed the day to day operations for a variety of projects/programs
• Responsible for the overall direction, implementation, execution, and, successful completion of each project to ensure consistency with company strategy, commitments, and goals
• Scheduled internal and external meetings
• Lead weekly and monthly team meetings to ensure projects were on track
• Created and maintained program documents
• Assigned and tracked all tasks/assignments
• Reported monthly stat numbers to leadership
• Worked with on and off shore teams
• Managed and directed the day-to-day activities of the intern program
• Conducted initial candidate screening for the intern program
• Provided and/or coordinated on-board as well as oriented them in company policies and integrating them smoothly into company operations
• Mentored and provided a nurturing environment during their tenure - Summer and six months internship cycles (rolling basis)
• Coordinated internal/external project request and ensured projects were completed timely
• Scheduled kick-off and touch point meetings with project requestors
• Provided project updates to project requesters
• Maintained contracts and maintenance agreements for contractors
• Worked with the legal department to ensure MSA and SOWs were set up for new contractors and up-to-date for existing contractors
• Validated and submitted contractors invoice for payment each month.
• Created and maintained a variety of core process and SOPs documentations
• Provided client through webinars and step by step tutorials via email
• Trained new and existing employees on department policies and procedures as well as on company products and tools, by creating documents and incorporating various learning styles.
• Skills heavily used - Customer service, Interpersonal, Project management, Organizational, Time Management, SharePoint Administrator, Salesforce, Zen Desk, Team Foundation Server (TFS), Mingle, and MS Office (Word, Excel, PowerPoint, Visio, Project)

Confidential

Inside Client Relationship Executive

Responsibilities:

• Managed the client relationship for 50 accounts totaling 900K revenue
• Ensured the client’s successful use and implementation of company products to meet healthcare organization go-live dates. This included the integration of the products into the clients’ daily business practices and workflow, CPOE systems and paper based components of medical records as well as the whole range of applications/functions in the electronic health record.
• Emphasis was giving to ensure renewals as well as identifying, quantifying, and closing service sales opportunities to increase the actual contract value of the accounts
• Recruited and selected qualified applicants for a rigorous school admissions process through cold calls, community outreach and open houses, of which each candidate undergone an extensive pre-qualification interview over the phone, followed by a face-to-face interview. Exercised discretion and made sound decisions about the suitability of candidates in weekly meetings
• Maintained extreme control of time management and inquiry resources to achieve applications monthly, quarterly, and annually with individualized enrollment plans for each student.
• Maintained constant follow-up to assure successful matriculation of candidates and was accountable for quarterly and annual enrollment and start rate goals

Confidential

Senior Client Support Technician

Responsibilities:

• Provided outstanding consultative technical support,, and customer service to clients and employees by troubleshooting SAAS application issues in a timely manner on supported browsers, bugs, and server issues via email, phone, and WebEx
• Managed and resolved customer complaints
• Worked closely with the software development, QA, product management teams to ensure timely follow-up and resolution of client-reported concerns, defects and enhancement requests
• Perform software testing on various browsers and reviewed user requirements documents to ensure that requirements are testable
• Trained new employees and interns on department policies and procedures as well as Zynx products and tools, by creating documents and incorporating various learning styles.
• Provided client through webinars and step by step tutorials
• Skills heavily used - SharePoint Administrator, SalesLogix, Salesforce, Exact Target, Team Foundation Server (TFS), MS Office (Word, Excel, PowerPoint, Visio), and MS Project

Confidential

Client Support Technician

Responsibilities:

• Provided outstanding consultative technical support,, and customer service to clients and employees by troubleshooting SAAS application issues in a timely manner on supported browsers, bugs, and server issues via email, phone, and WebEx
• Worked closely with the software development, QA, product management teams to ensure timely follow-up and resolution of client-reported concerns, defects and enhancement requests
• Provided client through webinars and step by step tutorials
• Perform software testing on various browsers and reviewed user requirements documents to ensure that requirements are testable
• Skills heavily used - SharePoint Administrator, SalesLogix, and MS Office (Word, Excel, PowerPoint, Visio)

Confidential ~ Santa Ana, CA

Assistant Director of Admissions

Responsibilities:

• Recruited and selected qualified applicants for a rigorous school admissions process through cold calls, community outreach and open houses, of which each candidate undergone an extensive pre-qualification interview over the phone, followed by a face-to-face interview. Exercised discretion and made sound decisions about the suitability of candidates in weekly meetings
• Maintained extreme control of time management and inquiry resources to achieve applications monthly, quarterly, and annually with individualized enrollment plans for each student.
• Maintained constant follow-up to assure successful matriculation of candidates and was accountable for quarterly and annual enrollment and start rate goals
• Skills heavily used - Interpersonal, Organizational, time management, and MS Office (Word, Excel, PowerPoint, Visio)

Confidential ~ Greenville, MS

Eligibility Worker ~ Relocated to CA

Responsibilities:

• Served as the main point of contact and managed the client relationship for more than 600 clients receiving economic assistance benefits for food stamps, welfare and Medicaid.
• My main focus was to guide each applicant and recipient through an extensive interview process and verification of information, explained and interpreted policies and programs, rights and responsibilities to clients as well as made the appropriate referrals to social services, child support, or other agencies as needed.
• Managed benefit calculations for timely payouts, appointment scheduling, processed over-issuance, and improper payment claims
• Skills heavily used - Interpersonal, Organizational, and Time management

Confidential ~ Greenville, MS

Data Entry Supervisor ~ Better Opportunity

Responsibilities:

• Managed and directed the day-to-day activities of up to 5 staff members. This included planning, shifting schedule of staff, and work assignment for each employee. Additionally, handled personnel review and disciplinary actions
• Ensured quality and accuracy of all data entry work by reviewing all data processed by the staff
• Created materials used for new hire and monitoring shift supervisors. This included teaching new employees’ proper data entry procedures, orienting them in company policies and integrating them smoothly into company operations
• Develop new work methods and procedures to make data entry as efficient and productive as possible. Facilitated the work flow of data entry and make it as streamlined as possible

Confidential

Data Entry Clerk

Responsibilities:

• Worked with alarm vendors and processed contracts in a timely fashion.
• Managed and maintained a contract filing system.
• Generated and provided all weekly and monthly reports to alarm vendor companies

Confidential

Shift Supervisor

Responsibilities:

• Managed and directed the daily activities of operators and customer service representatives of up to 9 staff members. This included planning, shifting schedule of staff, and work assignment for each employee.
• Managed the flow of incoming calls to ensure calls were handled timely and handled escalated issues such as customer complaints and questions
• Conducted monthly departmental meetings for all staff members

Confidential

Customer Service Representative

Responsibilities:

• Served as the voice of the company and ensured calls were directed to the appropriate departments or monitoring operators responding to their distress call
• Handled customer complaints and troubleshoot security alarms problems
• Handled the overflow of incoming alarms

Confidential

Operator

Responsibilities:

• Served as the life link between customers and Police/Fire/EMS
• Monitored alarms through a computer automation system in this fast-paced environment, which served 20 plus states and received over a 100,000 calls a month
• Skills heavily used - Customer Service, Data Entry, Proofreading, Organizational