yyyyyy x. yyyyyy
xxx-xxx-xxxx (h) 757-328-1562 (m)
senior management/operations executive
results-driven leader with seventeen years of experience eager to contribute strong management, customer relation, communication, and team building skills toward actively supporting the employer in optimizing operational performance.
recruitment & retention
ø achieved presidents club team award for outstanding performance.
ø achieved team pinnacle award for building collaborative partnerships to increase operations productivity.
ø achieved monthly peak perks award for 9-consecutive months for meeting or exceeding company goals.
ø additional awards received throughout tenure include; over achievers award (12 times), 10k club award (4 times), supervisor pinnacle award.
ø strong analytical background with the ability to work independently on multiple projects with specialized experience in information management, financial analysis and budgetary planning, operational efficiency practices, conflict management and effective communication techniques, strategic planning, organization development and change management.
ø contribute dynamic leadership skills and sharp business acumen toward managing staff in all aspects of daily operations, with strong focus on optimizing productivity, efficiency and performance.
ø comprehensive understanding of the sales, marketing, and advertising arena due to advanced practical and academic training.
ø knowledgeable in all facets of brand building to include policy development and implementation, merchandising, advertising and training.
ø excel in defining and implementing policies, procedures and operational systems that boost productivity, efficiency and quality of the organization.
ø competent leader and mentor who is able to create a team environment, including building collaborative relationships, training peers to perform at maximum efficiency, and the capacity to form cross-functional coalitions in order to ensure knowledge is shared across departmental lines.
ø proven ability to adapt strong process knowledge and technical skills to diverse organization needs.
ø apply critical thinking and problem solving skills toward identifying, investigating and resolving billing discrepancies, integral to minimizing costly errors.
ø demonstrate dynamic leadership qualities and strong communication skills in successfully leading planning meetings and delivering comprehensive strategies.
ø embrace organization initiatives and mission statement.
ø develop and implement numerous protocols and policies with the purpose of identifying and resolving relevant client issues in a proactive manner.
ø skilled at managing multiple projects and leading teams in cross-functional, concerted efforts.
ø skilled at developing and implementing efficiency best practices to increase productivity and reduce overhead costs.
customer service sales consultant, verizon wireless/alltel 2008-2009
primary responsibilities included the effective management of operations, customer support, and account management offices located in five global locations.
managed billing, payment distribution, and reconciliation services for customer base.
facilitated positive and productive relationships between customers, vendors, employees, and senior executive officials.
strategically identified, sponsored, and executed project initiatives.
comprehensive human resources management functions including recruitment, hiring, retention, and training methodologies.
development of customer loyalty and retention practices.
actively promotes brand awareness and visibility practices.
developed and implemented numerous processes and policies to ensure maximum efficiency and productivity within departments.
retention supervisor, cox communications 2007-2008
primary responsibilities included recruitment and development of departmental staff as well as the implementation of retention strategies designed to decrease costly attrition.
initiated and coordinated activities and incentives to generate and maintain motivation and enthusiasm.
supervised department staff through various human resource activities including: recruitment, training, coaching, staffing, and performance monitors,, performance evaluations and discipline to fulfill the goals of the loyalty department.
performed department personnel, counseling and progressive disciplinary actions as needed.
supervised the daily operations of the loyalty department to maintain churn and subscriber growth. ensure timely and professional communication with customers to minimize losses in all core products. (voice, internet, cable).
retention supervisor, sprint/nextel 2002-2007
primary responsibility included providing loyalty and retention strategies to in-bound call center as well as development of sales methodologies to ensure products and services were appropriately marketed to client base.
ensured quality and effectiveness of operations by making appropriate staffing and hiring decisions.
ensured call center sales, productivity, quality, retention and productivity performance goals were met and exceeded.
coached, developed and motivated 12-26 representatives regarding customer performance methods.
analyzed sales, retention, productivity and quality reports developed plans for performance improvement.
- financial services representative, met-life
- account representative, met-life
- mortgage loan originator, fifth / third bank of northern kentucky
- associate branch manager, beneficial finance company
- manager, toys r us
- manager, nine west outlet
- manager, l eggs, hanes, bali
n m.a. c organizational management, university of phoenix
n b.s. c business administration/transportation management, n.c. a&t state
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