Confidential Confidential

  • Management
  • Gaithersburg, Maryland 20878
  • May 22, 2017
Full time Healthcare Management

Personal Summary

Goal-oriented, self-motivated, and enthusiastic professional with proven track record of effectiveness in working efficiently and identifying development opportunities within challenging and changing situations.

Efficient at utilizing first-rate operations management and customer service skills; along with staff training, resource allocation, human resources, problem resolution, and process improvement abilities. Equipped with unparalleled dedication in leveraging lead-by-example approach to drive companies toward significant growth and advancement. Skilled at utilizing exceptional relationship-building skills in collaborating with diverse levels of individuals and establishing partnerships with internal and external business partners. Proficient with Microsoft Office Suite, Adobe Creative Suite, Crystal Reports, Time & Attendance Client, Microsoft Access, Microsoft Dynamics CRM, AX Dynamics, and UltiPro.

Work Experience

Assistant Operations Manager
Kastle Systems
  • Oversee daily call center operations, including all call center leads and agents.

  • Closely monitor daily call volume and team productivity to ensure quality, maintain service levels (SVLs), and compliance with all policies and procedures.

  • Provide authorization to time-off request, while arranging and coordinating staff schedules.

  • Execute disciplinary actions to staff with poor attendance, as well as those who are not complying with call center procedures.

  • Facilitate individual coaching sessions for performance improvement opportunities on customer satisfaction, communication skills, and technical abilities; as well as escalation from representatives to meet daily targets.

  • Prepare daily work schedules to ensure proper phone coverage and apply modifications as necessary.

  • Work closely with other departments and management to provide resolution to customer’s complaints through email or phone.


Bachelor of Health Science: In Progress; Expected Date of Graduation: Oct 2019
South University