tera harris-piper

* Managed a team of 18 – 20 Auditors in a Call Center environment * Trained and oriented Auditors on various vendor auditing standards * Audited representative calls based on quality and customer service standards * Ensured compliance with auditing regulations by examining and analyzing records, reports, operating practices, and documentation * Coached Auditors one on one to ensure best practices are followed

* Managed a team of 25 – 28 Sales Representatives in a Call Center environment * Maintained high sales closing ratios; consistently met/exceeded goals * Demonstrated leadership by building, developing, and retaining a high-performance sales team * Handled escalated customer requests regarding products, operations, parcels, claims, and research * Processed data for quotes, damaged or lost claims, parcels, or invoices

* Managed Start-Up Franchise – turned -$1000/month into $20,000/month in revenue, resulting in $240,000 in revenue within the first year * Maintained P&L and KPI reports, Revenue goals, Monthly budgets, and Expense reports * Maintained high Reoccurring Customer Percentages, Controlled Labor Efficiency and Attrition * Maintained 98% Customer satisfaction rating * Managed a team of 8 – 12 Professional House Cleaners * Conducted New Hire trainings to include employee onboarding (offer, background, orientation) * Conducted morning stand-up meetings, confirmed daily schedule & routes * Demonstrated leadership by building, developing, and retaining a high-performance team * Management of Payroll, hiring and terminations, including employee records management * Adhered to Franchise policies, procedures, standards, specifications, and guidelines * Managed and maintained clients through internal Customer Relations Management tool (CRM) using Scheduling software

* Recruited management candidates for various national chain restaurants throughout the US * Interviewed applicants; determined skill set, qualifications, and cultural fit based on the job requirements * Discussed job requirements and applicant qualifications with managers * Built applicant pipeline by researching and contacting community services, colleges, employment agencies, recruiters, media, and internet sites * Provided candidates with hiring organization’s information, opportunities, and benefits * Coordinated interview schedules; arranged travel, lodging, and meals; escorted applicant to interviews

* Onboarding/Off-boarding of Technicians for major telecom corporation * Provided orientation class; issued vehicle, tools, cell phone, tablet and uniforms * Submitted work permit applications to over 500 various municipalities for Technicians to complete field work * Maintained active database directory of municipalities contacts for reporting purposes * Maintained active database for Technicians to log in and see status of submitted and completed permit applications * Partnered with call center to ensure installations and permits are closed out once installation of security system is completed