About
Welcome to the site! My name is Malisa and I’ve been in customer service all of my working life. Currently my passion is to help others understand, start, and then continue grow and develop into the strong leaders that corporations so desperately need. After many years I have come to believe what many others have said that this is a journey.
Below you will find my leadership journey thus far. My hope is that you will understand my knowledge base and areas of experience.
Starting at the age of 12, I was working in face to face customer service at a local donut shop. By the time I left that job at 14; I was opening the first shift on both Saturday and Sunday being held accountable for funds and stock as well as work schedules.
In an effort to balance school and still bring home funds, I moved to a job with a family friend at a local convenience store. It was at this job where I learned about stock orders, receiving orders, payment of suppliers and regional chain management. I was sent to several stores to get them back on track with stock inventory and employee mind-set (oddly enough at the time it was called “cleaning up”). I left this company not because I no longer liked them or supported them, but given the convince store environment we had been targeted several times for robbery and my family (as well as the man who became my husband, whom I am still with today) was concerned about my safely. Being 17 (almost 18), I agreed and the company could not offer me anything higher up.
During this time in my life, I also started to learn about the importance of good management / managers. While I was doing the job listed above I was also holding down another job as a waitress. I choose to leave that job after a car accident and lack of effective management and motivation (this restaurant later closed).
That was when I made one of the moves that helped me become the person I am today. I went to work for a call center that was owned by a bank that had been contracted to provide customer service for a credit card company. I was trained on the floor and for the first year bounced between first shift and second shift. I then moved to third shift where I am today.
I started as a base agent worked my way along the lines to higher level agent (dealing with credit card production) and then to lead operator. As a lead operator I also pinched hit for call quality during shortness of staff. It was then that a manager opening became available and I was encouraged by two of my managers to apply. I did and was privileged enough to be accepted. I was 25 at the time and worked hours where I was alone. It was sink or swim time.
Rising to the challenge, I worked on educating myself, getting to know my employees, found good mentors who willingly answered my questions and learned from my mistakes. To this day, I am still a successful manager at this company.
My direct experience includes hiring (both exempt and non-exempt employees), coaching, developing employees…working with budgets and managing to a budget…ensuring compliance with regulations and policies. Ability to work independently and make decisions during after hours when no senior management is available. Has experience to understand and develop cross-functional support to benefit the companies.
I’ve improved my communication skills to communicate effectively with all levels of management and personnel across shifts and departments…strong oral and written skills…acts in liaison capacity building relationships with contracted companies and interfacing regularly with personnel within and outside the company. Gives presentations and conducted training as needed.
Technical systems that have crossed my path for usage includes all current MS Programs (including Visio), SIEBEL, NICE Perform, Western Union, Avaya CMS Supervisor, RTA, CITRIX, E-Workforce Management, Document Direct, EXTRA, Prism, VIPER Remedy, Right Fax.
The purpose of this site is for me to share my experience, knowledge and understanding with those interested in their own journeys.
