yyyyyy x. yyyyyy
dynamic, articulate and results-driven marketing professional with broad based call center management, strategic development and staff training, eager to contribute advanced business acumen, communication and leadership talents toward optimizing the goals of a progressive employer.
problem solving/decision making
shopper behavior/trends interpretation
channel selection and sales forecasting
well adapted to fast-pace and deadlines
teambuilding and staff development
product development/market launch
persuasive and effective communicator
2003 to present: at&t wireless, boca raton, xxxxxx - senior marketing manager
lead tactical marketing strategy development, customer retention initiatives and staff development efforts for wireless products and services division.
successfully develop and implement cutting edge programs to optimize sales, revenue, retention and customer satisfaction indicators; interpret market trends and consumer behaviors to ideate multi-cultural campaigns to enhance market penetration results.
provide leadership and oversight for call center operations; establish 3rd party vendor relationships to set up new call center sites across the country.
develop and facilitate business, sales and customer service training for call center associates; manage performance, create measurement benchmarks and create a cohesive, team driven environment with a dedication to continuous learning.
apply strong communication and leadership talents to create a high performance team.
named most valuable manager for efforts in startup centers, customer retention and churn reduction.
1975 to 2001: bellsouth landline & mobility, boca raton, orlando, miami, xxxxxx - director
began tenure in organization as a trainer and achieved successive promotion to director level.
managed day to day business operations for 500+ associated in the bellsouth customer care call centers; provided oversight for customer service/ collections, fraud, treasury, and financial services.
contributed deep understanding of market positioning and consumer interests to help develop new products and services to drive customer commitment and buy in through the wireless division.
trained staff in both consumer and business needs; developed training modules to meet a rapidly changing market and maintain optimized performance levels among all employees.
authored various customer service manuals; applied strong leadership and communication skills to design various internal standardized procedures to drive business continuity and cohesion.
instrumental in the creation of a highly successful management development program.
developed methods and policies governing collection; introduced automated processes to enhance ease of business and trained management teams in guiding staff through new policies and procedures.
nova southeastern university, fort lauderdale, xxxxxx - mba
rollins college, winter park, xxxxxx - bachelor of arts in communication
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