Sharon k.

Griffin
7381 Antoine Drive Houston TX, 77088 (Hm) (281)-785-3211 shkgri@aol.com

Objective: Looking for the post in an esteemed organization where I could utilize all my knowledge, teaching
and communication skills along with my rich educational experience in a professional environment.
SUMMARY OF QUALIFICATIONS

Customer Service Management, Five years of Human Resource experience. Expertise includes: Staffing, Employee Relations, Problem Solving, Management/Employee Development Performance, Coaching, Conflict Resolution, Team Building, Instructor - Group Facilitation. MS Word, MS Excel, PowerPoint, Outlook, ADP (EZLM), Oracle, Citrix, Client Track (HMIS) Copier, Fax, 10 Key

PROFESSIONAL EXPERIENCE
AIDS Foundation of Houston Houston TX - Nov - 2011 - Present Case Manager/Life Skills Specialist

Conduct group sessions to explain to clients the stages of self discovery and the process of behavior identification, social norms and community expectations. Used simulated situations to help clients think critically and make their own decisions Implement programs to help enable clients with developmental disabilities Used self developed novel methodology, philosophies, tools and techniques while teaching Conduct special sessions to instruct on career planning, daily living, communication skills, social responsibilities, work life and a number of other related topics Assist Program Coordinator with participant council meetings to solve residential disputes and program or property non-compliance. Provide clerical support as needed including completing new intakes and COMPIS data entry

Wavevision Cable - Houston TX - Oct 2009 Oct - 2011 Customer Service Manager/Human Resource Specialist

Achieved and maintained goal of 95% or better customer satisfaction level. Supervised all daily activity to ensure compliance with customer service policies. Developed call flow strategies, and improved turnaround time by arranging schedules, and motivation. Created and instructed training classes for representatives. Responsible for recruiting, staffing logistics, organization development, employee orientation and development, compensation and benefits. Help introduce and market new service options to clients generating increased revenue and building customer loyalty accurately document key metric assumptions Perform all hiring, training, and ongoing mentoring.

Car-Research Houston TX - May -2006 Sept - 2009 Customer Service Manager/Human Resource Manager

Direct team of three business area supervisors and more than 25 customer service representatives. Oversee group managers to ensure all goals and objectives are met. Act as final escalation point for any customer or vendor problems. Develop and implement all departmental operating procedures, incentive programs, and sales goals. Lead weekly meetings with managers and customer service representatives. Perform all hiring, training, and ongoing mentoring.

Retriever Systems - Houston TX May - 2005- May - 2006 Manager/Technical Support

Consistently exceeded assigned goal of 90% customer service level. Acted as final escalation point, resolving major customer issues. Manage, develop and lead staff to facilitate an environment where employees are empowered and willing to initiate process improvements. Developed and implemented all departmental policies and procedures. Provided technical support to the team members.

ACS-Affiliated Computer Services Houston TX - Feb -2004- May -2005 Operations Manager

Achieved a 140% sales goal per day and 150% of plan for billable hours in 2005. Developed and implanted recognition programs. Interact directly with clients to maintain and enhance client relationships. Work with peers, subordinates and Regional Manager in developing, implementing, and enforcing operational standards to achieve operational excellence. Increased personnel throughout tenure from 25 to 150 customer service professionals. Developed and established an incentive program based on individual sph/cpht,

Time Warner Cable Houston TX Aug - 1983 Jan -2004 Customer Service/Sales Manager

Responsible for the daily management of Customer Service, Collection and Sales, acting as a front-line mentor, manager and problem solver, to enhance customer service efficiency, sales and profitability by working with staff to meet daily, weekly and monthly goals and objectives. Maintained accurate sales reporting and forecast to Senior Management. Restructured department and instituted training program to cross-train staff, improving efficiency and professionalism. Developed and implement scripts, incentive contests and ongoing training for all Sales campaigns. Trained support personnel and made significant contributions in numerous departments, including customer support, and production.

EDUCATION

BBA, Business Administration, Prairie View A&M University GPA: In-major 3.4 Overall
TRAINING: PHR Certification 2010-Present, HMIS Tracking, COMPUTER SKILLS: MS Word, MS Excel, PowerPoint, Outlook, ADP (EZLM), Oracle, Wincable, Citrix, Oracle

Volunteer: Work Faith Connection, Red Ribbon Toy Drive, .AIDS Walk Houston,, Dine Out For Life AIDS Foundation Houston, Inc. School Supply Drive, Dress For Success/Annual Member