Customer Service Manager | Training & Quality Leader | Operations Specialist
- Location
- United States
- Rate, USD
- Not specified
- Work schedule
- Full Time,
- Language skills
- English
- Available for Hire
- Yes
About me
I am an experienced Customer Service Leader and Business Administrator with a Bachelor’s in Human Resource Management and over 10 years of experience in operations, team development, and performance management. I am skilled in quality assurance (QA) and employee performance management (EPM) systems, with hands-on experience using Workday to track team performance and support data-driven coaching. I am known for creating engaging training materials and delivering high-impact onboarding, e-learning, and role-play-based sessions that improve service quality and operational outcomes. I have been recognized for my ability to capture learners’ attention, which led to being entrusted with team training responsibilities. I am quick to learn new tools and highly adaptable to changing business needs.
Professional area
Education
- April 2017 to November 2020 Bachelor's in Human Resource Management @ Salem International University
- 2002 to 2003 High School Diploma @ Warren High School
Experience
- June 2023 to Present Support Broker Supervisor @ Public Partnerships, LLC
Supervises and mentors members of the Supports Broker team. Provides subject matter expertise in training, recruiting, hiring, and performance management. Develops and delivers training materials, user guides, and tutorials for staff development. Selected to lead team training initiatives due to strong ability to engage learners. Utilizes Workday to track team performance and support employee coaching. Handles quality assurance, internal audits, and escalated stakeholder inquiries.
- June 2021 to June 2023 Support Coordinator @ Palco, Inc
Provided case management for elderly and disabled individuals in Arkansas Medicaid programs. Taught participants how to self-direct their services and documented success and issues.
- May 2018 to March 2022 General Manager @ GPS Hospitality
Managed daily operations of a 24-hour fast food location. Oversaw staffing, compliance, and customer service performance.
- June 2015 to May 2018 RCT/Operations Manager @ Southeast AR Human Development Center
Trained and supported clients to adapt to a community setting.
- Feb 2014 to May 2015 Food Service Manager/Operations Manager @ Pilot Wendy's
Managed food service staff and operations. Ensured customer satisfaction, health compliance, and operational performance.
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