Primary point of contact for employees working on my assigned accounts and projects; providing support and supervision onsite and during on-call rotation. Responsible for initial setup and management of assigned accounts and interfacing with the customer to ensure their expectations and SLAs are met on an ongoing basis. Creating and updating processes to assist in meeting the SLAs and service delivery requirements for all assigned accounts. Identify trends, service delivery breakdowns, and areas of needed improvement and develop trending reports, root cause analysis, or action plans to address. Quality monitoring and evaluation of employee performance to address deficiencies as needed. External customer visits, presentations, meetings, and conference calls to review customer expectations and concerns as necessary. Interviewing, hiring, and coaching and counseling of assigned employees, work teams and projects within the organization.

Maintained staff of management and crew personnel providing support on all shifts that the store was open. Responsible for completing daily reports, maintaining inventory and mentoring and coaching all employees. Also responsible for employee scheduling and the coordination of new hire and ongoing training. Resolved all customer complaints and reviewed employee performance and addressed deficiencies as needed. Our location was consistently awarded the Sparkle Award for cleanliness and outstanding customer service, and was able to retain employees at much higher rates than the other locations in our area. After becoming employed in high school I was promoted from Crew Member to Shift Supervisor and later became the training coordinator for all locations in the Tallahassee area. I later accepted an Interim General Manager position that resulted in me becoming a General Manager prior to my departure. I decided to return to college full-time to complete my studies.

Responsible for preliminary processing of consumer loans to ensure all documents are completed and correct, employment verification and income verification is provided and obtaining Credit Bureau Reports for credit scoring to determine if loan could be approved. Promoted from Teller to Trainer after only three months of employment and later promoted to Member Services Representative where I was responsible for cross-selling credit union products and services. After establishing strong relationships with our members and expressing an interest in learning more about the consumer loan industry, I was promoted again to a smaller branch where I could serve as both the Member Services Representative and Consumer Loans Specialist.

Single Point of contact for proactive service delivery monitoring for IBM's most critical (Executive Focus) customers. Responsible for monitoring all service calls and responding to requests for parts for assigned accounts as well as interacting with the Account Managers (internal customers) and account teams (external customers). Often required to participate in customer meetings to assess the customer needs and assist with identifying services that would complement their organization. Identified as team lead within months of becoming employed due to extensive management experience in a variety of arenas prior to joining IBM.

Primary point of contact for employees assigned to the IBM NAMC; providing onsite support and supervision. Creating and updating processes to assist in meeting the SLAs and service delivery requirements for all accounts assigned to me. Quality monitoring and evaluation of employee performance to address deficiencies as needed. Conduct annual performance reviews and monitor professional development plans and training for follow-up. Interviewing, hiring, and coaching and counseling of assigned employees, work teams and projects within the organization. Payroll processing for submission to ADP to include reporting. Identified as the SME for all accounts assigned to IBM's National Service Office. These accounts are critical and have executive focus and are IBM's "shining examples" of service delivery.