Customer Service Manager | Training & Quality Leader | Operations Specialist
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.
Skills
Project ManagementCustomer ServiceCommunicationMicrosoft OfficeLeadershipStrategic PlanningQuality AssuranceSchedulingData EntryOperations Management
Experience
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.
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.
Managed daily operations of a 24-hour fast food location. Oversaw staffing, compliance, and customer service performance.
Trained and supported clients to adapt to a community setting.
Managed food service staff and operations. Ensured customer satisfaction, health compliance, and operational performance.
Education
Bachelor's in Human Resource Management
High School Diploma
Portfolio not available.