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Executive Management

Results-focused Professional seeks new challenge and opportunity to contribute consummate skills in Business Development, Operational and Administrative Management, P&L/Fiscal Administration, and Team Leadership to collaborate with a progressive organization and maximize bottom-line performance.


Key areas of Expertise

   Operations Management

   Project Management

   Sales and Strategic Marketing

   Organizational Development

   Business Analysis


   Call Center Management


   Human Resources

   Personnel Management

   Leadership and Training

   Event Coordination

   Trouble Shooting

   Customer Service

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Professional Profile                                                         

Ø  Escalate business development through innovative initiatives, strategic planning, and exceptional customer service which increase productivity and revenue growth; consistently exceed goals and objectives

Ø  Dedicated and results-driven with 17+ years of corporate management experience in an international customer oriented industry; expertise in process development and improvement

Ø  Self-motivated with personnel management and recruitment experience; build strong teams, provide positive motivation, and ensure training and development

Ø  Organized and detail-oriented Leader who oversees multiple priorities; successfully manage P&L responsibilities including accounts payable, accounts receivable and collections payroll

Ø  Communicate technical and complex information easily and concisely; provide valuable support through new procedure implementations and difficult process changes

Ø  Demonstrate diagnostic and collaborative problem-solving skills; exhibit proficiency in translating individual needs into responsive, customized solutions

Ø  Volunteer for various community events; participate in annual fund raiser for Multiple Sclerosis, and March of Dimes

Ø  Proficient in Microsoft Word, Excel, Access Database, SharePoint, and PowerPoint; knowledgeable in payroll software including PeopleSoft and ADP

yyyyyy x. yyyyyyEmployment History                                      

Citigroup Credit Services Kansas City, MO                                                             04/2001 C Present  

Vice President of Collections                                                                                    11/2009 C Present

   Boost business development through expert management of performance metrics; exceed goals and expectations in areas including availability, average handle-time, collections promise rate, client financials, and team coaching effectiveness

   Identify opportunities for process improvement; analyze operational process efficiencies related to the inbound variable compensation process, system computer releases, and the people support team for performance metrics

   Play key role specializing in Sears portfolio management; maximize savings and exceed business performance metrics each month

   Launch initiatives to optimize communication methods within the Inbound Collections department


Vice President of Customer Service                                                                          04/2001 C 11/2009

aAdvantage Portfolio Management                                                                            11/2004 C 11/2009

   Designated to lead a start-up unit for the elite credit card group; effectively restructured and organized the feedback loop and relationship between special dedicated operations teams and marketing team

   Excelled in performance deliverables of specialized dedicated business unit; increased Service Advisor rates exceeding15%

Customer Relations Escalations Unit                                                                         12/2006 C 11/2008

   Demonstrated exceptional leadership qualities; increased overall efficiency and customer satisfaction scores 2% each month which exceeded goals and objectives

   Positively motivated team players achieving elevated associate availability; increased employee environmental survey, ranking most improved in the entire department with a 10% increase in all areas

Specialized SBU Portfolio Management: Student Loan Portfolio                               06/2003 C 10/2004

   Maximized efficiencies and ensured accurate administration of Student Loans work processes; achieved goals consistent with the top five Operations Managers in the division

   Prepared team for ARR Audit; Student Loans team records were evaluated to be role model material

   Increased customer service scores and business expectations; established action plans and trained team in ways to meet targets while managing implementation

Sales and Services                                                                                                    04/2001 C 05/2003

   Spearheaded cost savings of  $40,000+ annually and reduced fee error rates by 9.7%; overhauled and implemented a highly effective Fee Management process

   Selected to direct cutting-edge leadership developmental program for local site of 2300 employees

   Increased sales revenue by 18.35% over six months; conducted training and development of three Supervisors in a call center environment

   Greatly reduced average handling time and actualized savings exceeding $1.6M; proficiently designed and implemented dynamic action plans

   Escalated business operations through devlepment of a strategic plan contributing to an email business initiative which optimized e-services support; achieved an increase of over 8% within one week

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Previous Employment                                                        

Flagstone Hospitality (formerly RFS Management)                                                             1993 C 2001

General Manager, Residence Inn by Marriott Kansas City, MO                                            1998 C 2001

Regional Task Force Manager, Western Region Denver, CO                                              1996 C 1998

Director of Guest Services, Residence Inn by Marriott Kansas City, MO                              1994 C 1996

Assistant Guest Services Manager, Holiday Inn St. Louis, MO                                           1993 C 1994

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Master s of Business Administration                                                                                             2003

Baker University Baldwin, KS

Bachelor of Science                                                                                                                      1993

University of Missouri at Columbia Columbia, MO

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[Attention Line]

[Organization s Name]

[Address Line 1]

[Address Line 2]


Dear [Insert Name]:


This letter and the enclosed r sum are an expression of my interest in seeking a rewarding position as an [Project Manager] within your organization. I bring 17+ years of valuable experience which makes me an excellent match for your advertised position.


You will gain a dedicated and motivated individual who can communicate well with all levels of the organization. I am able to motivate and inspire others to achieve common goals and create innovative solutions to complex problems. Expertise in project management, operations management, business analysis, process development and improvement, personnel management, and superior customer are some of my strengths.


I would appreciate the opportunity to meet with you to discuss how my skills and background might fit in with [Organization Name s] current and future needs.  Please do not hesitate to contact me for further information or to arrange an interview that best suits your schedule.  Thank you for your time and consideration.






Shonda Darris




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