Vincella Ross
Glenside
Summary
Dynamic leader with a focus on creative problem-solving and effective management skills. Proven track record in optimizing resource utilization and driving profit maximization in growing companies. Committed to empowering teams through coaching and mentoring while maintaining high integrity and prioritizing employee well-being.
Overview
16
16
years of professional experience
Work History
Call Center Supervisor
Modivcare
Philadelphia
08.2019 - Current
- Enforce policies and procedures for 16 FTE
- Abide by Federal, State & local authorities for complying with HIPPA
- Update and process payroll
- Effective creative thinking for problem solving utilizing emotional intelligence
- Review and confirm that key performance indicators are met
- Evaluate team performance, provide feedback and assess individual training and development as needed
- Enforce disciplinary actions when needed
- Cross departmental collaboration
Family Caregiver
Self-Employed Contractor
Mount Holly
09.2017 - 08.2019
- I took care of my ill family members by getting them to and from medical appointments/treatments.
Ops Manager
The Maids of Concord
Concord
02.2017 - 09.2017
- Oversaw business operations for 8-12 FTE
- Reported to CEO/Owner
- On-boarding, trained and mentored all employees
- Enforced OSHA compliance
- Maintained customer satisfaction
- Conducted quality & assurance inspections
- Provided leadership for all employees through coaching, enabling and facilitating a team environment and worked collaboratively with internal and external customers.
- Enforced disciplinary actions as needed
Corporate Marketing Manager
Sundance Vacations
Wilkes Barre
07.2009 - 02.2016
- Telemarketing/Time-Share
- On-boarding, trained and mentored 24 FTE
- Attended annual mandatory EEOC & DOL seminars
- Reviewed and enforced policies & procedures
- Utilized creative thinking to obtain successful results
- Evaluate team performance, provided feedback and assed individual training as needed
- Created and implemented individual and group training
- Created and initiated team building events
- Prepared and trained team members via phone to come into the office for a sales presentation
- Placed on several special projects i.e., cross departmental collaboration, collections & quality assurance for project management, $3M+
- Enforced disciplinary actions as needed
- Awards presenter for our Annual Corporate Christmas Parties
Education
Computer Specialist Diploma -
TIDEWATER TECHNICAL INSTITUTE
Norfolk, VA01.1992
Skills
- Marketing
- Team leadership
- Employee training
- Social Media Management
- Team Building
- Web Development
- Performance evaluation
- Payroll administration
- Regulatory compliance
- Quality assurance
- Conflict resolution
- Process improvement
- Cross departmental collaboration
- Creative problem solving
- Emotional intelligence
- Policy enforcement
- KPI management
- Document management
- Staff motivation
- Call monitoring
- Information tracking
- Employee motivation
- Reporting skills
- Training management
- Documentation expertise
- Coaching and mentoring
- Timekeeping
- [Software] expertise
- Customer service focus
- Organizational skills
- Teamwork and collaboration
- Multitasking
- Goal setting
- Employee coaching
- Effective communication
- Task prioritization
- Interpersonal communication
- Resource allocation
- Strategic planning
- Customer relationship management
- Communication
- Customer retention
- Problem-solving
- Analytical thinking
- Staff recruitment
- Excellent communication
- Performance metrics
- Interpersonal skills
- Persuasive speaking
- Teamwork
- Continuous improvement
- Complaint resolution
- Reliability
Timeline
Call Center Supervisor
Modivcare
08.2019 - Current
Family Caregiver
Self-Employed Contractor
09.2017 - 08.2019
Ops Manager
The Maids of Concord
02.2017 - 09.2017
Corporate Marketing Manager
Sundance Vacations
07.2009 - 02.2016
Computer Specialist Diploma -
TIDEWATER TECHNICAL INSTITUTE
Similar Profiles
KIMBERLY M JACKSONKIMBERLY M JACKSON
Member Service Specialist at ModivCareMember Service Specialist at ModivCare
Ethan BosleyEthan Bosley
HR Generalist at ModivcareHR Generalist at Modivcare
Melanie JohnsonMelanie Johnson
Customer Service Representative at ModivcareCustomer Service Representative at Modivcare
Nicole PolsonNicole Polson
RCM Contractor Manager at ModivcareRCM Contractor Manager at Modivcare
Willie FajotinaWillie Fajotina
General Manager at Autograph BrasserieGeneral Manager at Autograph Brasserie