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Airport Concessions Operation Management and Training
Corliss Stone-Littles, LLC
March 2013 - October 2013
Administrative support (contract)
Default Servicing Customer Resolution Advocate
Wingspan Portfolio Advisors (Bank of America)
January 2012 - March 2013
Review accounts, research documents/system notes and use independent decision making skills to determine the best course of action to correct account issues including delinquency and workout solutions as an alternative to foreclosure, including loan modification and/or short sales.
Paradies Shops - DFW Airport
January 2010 - July 2011
Retail store manager. Conducted on-the-job training for associates, cash reconciliation.
Greyhound Lines, Inc. (Logistics)
August 2008 - May 2009
Communicate with customers and vendors. Create reports, develop processes and procedures, assist sales department, helpdesk training. Manage access to Salesforce application. Resolve Accounts Receivable issues. Ensure national and international customers are properly billed. Created surveys for use with customers and employees. J.D. Edwards implementation team.
From May 2007
Building personal client base, sales and merchandising
September 2003 - November 2007
Produced management level reports. Ensure compliance to Service Level Agreement. Managed Time and Labor Reporting, Utilization, Training, Asset Management (equipment tracking, tagging, life cycle management) and P-card management for American Airlines account. Diagnosed problems and provided Root Cause Analysis to vendor. Scheduled meeting rooms for conferences and training. Backup to Change Manager for Move-Add-Change requests.
Service Relations Manager
January 1997 - July 2002
Single point of contact for account support. Pursued revenue opportunities, compiled and reported stats. Addressed out-of-scope issues, existing contracts and/or SLA. Responsible for long-term problem resolution. Regional IQMS (ISO9001) trainer. Facilitated new Hire orientation. Project management team for esolutions helpdesk. Wrote policies & procedures, managed knowledge base for Sprint helpdesk implementation in Atlanta..
*Account Rep - Troy, MI
Responsibilities: Liaison between service management and operations for seven national accounts. Problem escalation point for helpdesk analysts. Responsible for communicating changes to policies and procedures for customer support. Mentored new analysts. Developed new training materials. Updated and published Knowledgebase articles.
October 1994 - January 1997
Responsibilities: Hardware, software support and connectivity issues. Primary support for General Motors
Kelly Services, Bloomfield Hills, MI 10/94-1/97
Administrative Support, software/hardware installations, graphics production, auditing, purchasing, personnel placement and bookkeeping in the automotive industry. Admin at Mott Community College, Temple Beth El, Canton Methodist Church and Mt Olive Baptist Church.
Mideastern Michigan Library Cooperative
July 1993 - July 1994
Installed fax machines, phone lines and PC hardware/software, troubleshot for 45 member libraries covering 4 counties. Produced monthly newsletter, press releases and bookkeeping.
Service Support Specialist
April 1987 - May 1992
Coordinated Field Customer Engineer education & training. Managed learning systems and education library. Employee time reporting, departmental EEO Coordinator. Received 8 Excellence Awards.
Qualifications & Certifications
Art Institute of Dallas
University of Michigan
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