Lynn Baylor
1700 S. Atlantic Ave. Unit 101
Cocoa Beach, FL 32931- Phone:-
OBJECTIVE: Bringing competency in analyzing data and strong attention to detail.
PROFILE
More than 20 years of customer service experience in all aspects of Call Centers.
A highly organized and friendly professional, able to establish long-term, positive and fun relationships with clients, co-workers and outside resources.
Skilled in working independently and as an enthusiastic team player.
PROFESSIONAL EXPERIENCE
2017-PresentWorkforce AdministratorCharter – Melbourne, FL
Completes new hire training for Workforce Processes
Manages offline activities (coachings, team meeting, etc.), overtimes and under time.
Researches concerns related to outages, call trends
8/2011-9/2017 Workforce SchedulerPercepta – Melbourne, FL
Completed new hire training for time management and time off systems.
Creates and communicates schedules and provides regular reports to management on workload and workforce.
Worked with SharePoint Administrator to create processes for time off request, training requests, meeting requests and shift trade requests.
8/2004-8/2011 Prime Collections ManagerJP Morgan Chase – Melbourne, FL
Implemented and updated training procedures.
Managed 12 to 15 employees, prepared weekly employee schedules and time off requests.
Monitored collection calls to ensure adherence to company policy and industry regulations.
Research SpecialistJP Morgan Chase – Melbourne, FL
Wrote and maintained thirty-three different processes within the research group.
Completed the training of the different processes for new hires and up training.
Researched Home Equity Lines of Credit lending documents for the correct rate and the correct verbiage.
Analyzed and reported research results to management on a weekly and monthly basis.
EDUCATION:
Post University – BA in Business Management – 2014-Present
Leadership Training – JP Morgan Chase -
Kenmore High School – General Diploma -
