Dedicated Management Professional eager to contribute solid operations leadership background and considerable consulting expertise toward supporting the employer/client in optimizing bottom-line business performance.

 

         Proficiency in business development and growth, personnel training, sales and profit maximization, client management, and employee coaching and motivation.

         Exercise sharp planning abilities to develop policies and procedures, administer budgets, establish best practices, and facilitate effective cost control.

         Outstanding analytical, problem solving, forecasting, critical thinking, and strategic planning skills.

         Adept in human resources administration encompassing staff development, payroll, discipline, and team-building.

         Fluency in Spanish and conversational skills in Portuguese.

         Knowledgeable in statistical analysis, supply chain management, global strategic management and production planning/quality management.

         Significant abilities in Microsoft Office Suite; general knowledge of SAP and PeopleSoft.

 

 

American InterContinental University, Hoffman Estates, IL

Bachelor in Business Administration, Concentration in Global Operations Management

Associate s Degree in Business Administration

 

Aveta Business Institute, expected completion June 2010

Six Sigma Black Belt Certification (in progress)

 

 

General Manager, Books-A-Million, Charleston, WV and Harrisonburg, VA, 2006 to Present

         Steer daily business operations for large chain bookstore generating annual sales of $3M+.

         Grew monthly profits 20% by implementing best practices in customer service.

         Played a chief role in improving store performance from bottom 25 ranking to within top 50 for both fiscal year and quarter to date.

         Partnered with corporate office in relocating store and increasing profits by 20% over prior year and by 22% for current quarter.

 

Continued

 

 

 

Yyyyyy x. yyyyyy ~ Page 2 of 2

 

Professional Experience continued

 

         Merged strong communication, interpersonal and motivational talents toward supervising and directing team of managers and up to 25 store associates.

         Fortified community relations and awareness by organizing local fundraising events and increasing attendance at events by more than 50%.

         Monitored and coordinated category merchandising in all departments with a constant eye on shrink reduction, loss prevention, and visually-appealing product displays.

         Achieved store inventory shrink below company average and qualify for inventory bonus consistently each year.

 

Call Center Operations Manager, beBetter Networks, Inc., Charleston, WV, 2007 to 2008

         Led call center operations for company operating government-funded tobacco cessation and quit line operations and private company wellness programs.

         Directed, supervised, coached and evaluated 30 personnel, consistently and vigilantly monitoring and ensuring quality control by preparing and reviewing call monitoring reports.

         Significantly reduced data errors and bolstered call intake and productivity by 60%.

         Applied considerable management talents toward conducting benchmarking studies, enforcing call center quality assurance, and defining best practices for operations and account management.

         Extensively contributed to several operations review boards tasked with optimizing performance management and QA company-wide.

         Solicited, managed and prepared RFP responses/proposals.

 

Relocation Consultant, GMAC Global Relocation, Woodridge, IL, 2005 to 2006

Global Consultant, Weichert Relocation Resources / Sirva / Paragon, Texas and Illinois, 2000 to 2005

Owner / Manager, Amalgamated Realty Group, Chicago, IL, 1995 to 1999

         Spearheaded international and domestic relocation services inclusive of home sale processes, property management, expense management, and vendor relations.

         Actively participated in client advisory boards for policy recommendations and process mapping.

         Owned and managed upper-bracket real estate development firm encompassing construction, sales, customer relations, accounting, and property management.

         Proficiently managed 310-unit upper-bracket apartment building in downtown Chicago comprised of 11 commercial tenants.

         Fostered, nurtured and maintained collaborative and cohesive relationships with corporate clients, internal business unit managers, and supporting team.

         Steered start-up and implementation for new global accounts and trained both clients and team members in policies and technical systems.

         Provided consultative and strategic guidance in enhancing cost control and vendor management.

         Traveled globally and met with clients to improve satisfaction levels and account retention.

         Resourcefully defined and leveraged customized processes for challenging locations.