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Skills

  • Interpersonal communication
  • Communications
  • Planning and coordination
  • CCTV
  • Insurance billing
  • Process improvement
  • Strategic planning
  • Team Leadership
  • Customer service
  • Budget Management

Work Experiences

  • Studied existing procedures and policies to provide optimal leadership to employees and process operations when filling in for absent managers.
  • Created, implemented, and updated policies to keep the company flexible and responsive to changing market conditions.
  • Worked across departments on improved, which resulted in category.
  • Was in charge of the day-to-day operations for a 3-person team, which included supervision and assignment delegation.
  • Implemented program strategies to improve customer service and foster a positive, engaging environment for everyone.
  • Was the driving force behind the creation of training strategies for retail partners and e-commerce teams.
  • Kept an eye on supplier operations to ensure quality, on-time delivery, and compliance with contract specifications.
  • Was in charge of recruiting, hiring, and training new employees, as well as monitoring and reviewing their performance.
  • Was in charge of a team of 12 framework professionals who were tasked with meeting the needs of project management.
  • Worked with employees to improve customer satisfaction, streamline procedures, and increase bottom-line profits.

Summaries

  • Supervisory Agent has been recognized for creating positive environments in which employees can thrive and succeed.
  • Proven abilities in forming and leading strong teams to achieve difficult goals.
  • Results-oriented Miscellaneous professional with project management, data analysis, and cross-functional collaboration strengths.
  • Ambitious standard manager with a track record of Miscellaneous operations success.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Strong technical skills and experience in vendor management.
  • Supervisory Agent and team leader with 15 years of experience in procedure settings.
  • Supervisory Agent with strategic planning and vendor management abilities.
  • Miscellaneous student seeking hands-on experience through an internship in process improvement.
  • Professional multitasker with exceptional poise and composure.

Accomplishments

  • Prepared detailed compliance and audit reports for federal and state review, resulting in zero critical findings.
  • Managed cross-department projects, ensuring all deadlines were met, contributing to overall company success metrics.
  • Spearheaded process improvement initiatives that cut operational costs by $28,000 each quarter.
  • Collaborated with cross-functional teams to align agents' performance metrics with corporate goals, achieving a 40% increase in target attainment.
  • Analyzed and restructured team schedules to ensure 24/7 coverage, reducing downtime and meeting all SLAs.
  • Implemented new quality assurance checks, which resulted in a 54% reduction in errors during 18 months.
  • Leveraged industry best practices to standardize on-boarding procedures, decreasing new agent training time by 38%.
  • Trained and mentored agents to proactively handle escalated client issues, improving client satisfaction scores by 74%.
  • Analyzed workflow inefficiencies, recommending changes that decreased response times by 41%.
  • Devised and executed time management frameworks that increased departmental productivity by 15%.

Affiliations

  • Affiliation with the International Association of Chiefs of Police (IACP), program
  • Member, National Organization of Black Law Enforcement Executives (NOBLE), standard
  • Internal Affairs Training, program, 2020
  • Participant, Conflict Resolution and Workplace Harmony Seminar, framework, 2019
  • Training in Process Efficiency for Investigative Teams, Brightline, 2019
  • Member, Association of Certified Fraud Examiners (ACFE), 2019-Present
  • Certified Fraud Examiner (CFE), ACFE, 2023
  • Law Enforcement Executive Development Association (LEEDA) Member, method
  • Continuing Education in Performance-Based Management, framework, 2015
  • National Internal Investigative Association (NIIA), category

Certifications

  • Certified Protection Professional (CPP)
  • CompTIA A+ Technician
  • SAP Certified Application Associate
  • Advanced Law Enforcement Rapid Response Training (ALERRT)
  • SHRM Certified Professional (SHRM-CP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • American Academy of Financial Management (AAFM)
  • Certified Homeland Protection Professional (CHPP)
  • ServSafe
  • FEMA Incident Command System (ICS) 100 Certification

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