Sketer Harvey

• Created comprehensive reports on account performance and presented them to senior management.
• Improved morale and management communication by creating employee recognition and rewards practices.
• Directed operations staff by providing guidance, training, and support in order to meet company objectives.
• Monitored and improved efficiency of processes, team performance, and customer service.
• Formed and sustained strategic relationships with clients.
• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
• Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
• Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
• Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
• Collaborated with team leaders on quality audits.
• Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
• Analyzed data from daily reports to identify trends in production performance metrics.
• Collaborated with management team on long-term strategic planning initiatives for the organization.

• Created and offered additional materials to enhance training.
• Supported instructional design projects by researching new methods or technologies that can be used to improve delivery of training materials.
• Monitored, evaluated and recorded training activities or program effectiveness.
• Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
• Communicated regularly with stakeholders at all levels within organization about upcoming trainings or changes in policy.
• Maintained records of all training activities including attendance rosters and evaluation forms.
• Explained goals and expectations required of trainees.
• Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.

• Resolved any issues raised by participants during the training session in a timely manner.
• Scheduled classes based on availability of classrooms, equipment or instructors.
• Monitored, evaluated and recorded training activities or program effectiveness.
• Provided constructive feedback and positive reinforcement to keep trainees motivated.
• Conducted onboarding sessions to orientate new staff members about company policies and procedures.
• Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
• Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.

• Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
• Updated system with order specifics and customer details, preferences, and billing information.
• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Maintained a high level of professionalism when dealing with difficult customers.
• Developed strong relationships with customers by providing personalized assistance and support.

Company Overview: AT&T ISM & CLG

• Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
• Led weekly team meetings to discuss progress, address issues, and plan future actions.
• Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
• Directed and supervised team of 15 employees in daily operations.
• Monitored employee attendance, addressing any punctuality or absenteeism issues.
• Monitored employee productivity to provide constructive feedback and coaching.

• Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
• Mentored junior staff members on best practices related to product design and implementation strategies.
• Resolved escalated customer issues in a timely manner while maintaining positive relationships.
• Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.