SUMMARY:

• Highly dynamic, multi - faceted executive with 20+ years of experience specializing in customer service, training, workforce management, operations, sales, and leadership.
• Recognized as a trusted, respected, and integrity-driven leader that can build, develop, and manage top-performing teams that consistent meet all performance, sales, and service targets.
• Excels at delivering exceptional customer service, driving operational excellence, and devising new strategies, programs, and solutions that increase profit margins, revenue, and market penetration.
• Extensive training & development background that includes leading innovative training programs that increase employee engagement and reduce churn.

TECHNICAL SKILLS:

• Operations Leadership | Strategic Planning | Organizational Strategy & Effectiveness | Performance Management
• Business Reorganizations | Training & Development Programs | Employee Engagement & Retention
• Metrics Management | Financial Responsibility | Project Management | Customer Relationship Management |
• Team Building | MS Office | Client Services| OMS CSG

PROFESSIONAL EXPERIENCE:

Confidential

Training Manager

Responsibilities:

• Lead the design and delivery of a wide variety of training and development programs and conduct needs assessments to identify knowledge gaps and key training areas.
• Spearhead, develop, and implement new training curricula based upon business unit objectives and departmental needs.
• Guide and manage a team of trainers that consistently meet or exceed all objectives while ensuring all established policies and guidelines are followed.
• Drive efforts to increase employee engagement and reduce attrition; create new development, training, and mentoring opportunities for existing staff and train all new employees to ensure their success.
• Act as advisor to multiple business units and partner with them to analyze and resolve complex problems.

Human Resource Manager, Training and Development

Responsibilities:

• Managed professional training and development for three large Sprint customer service centers with direct oversight of a team of 15 corporate trainers; provided mentoring and individual development opportunities.
• Developed corporate and local-level training in customer service, sales, billing and collections.
• Forecasted attrition, partnered with corporate recruiting in hiring efforts, and scheduled new hire training.
• Directed developmental labs to ensure the success of new employees while challenging veteran employees to increase performance to drive center-wide excellence and achieve all production and performance metrics.
• Participated in multiple Six Sigma and training & development projects including a large-scale, companywide project to reduce employee turnover.

Customer Service Manager, Multi-Store Retail Sales

Responsibilities:

• Led sales and business development functions including new product rollouts, key account management, customer relationship development, and order fulfillment in a regional multi-store environment.
• Delivered cross-functional team training, development, coaching, and mentoring to a talented sales team of 14.
• Drove the team to consistently achieve or exceeded monthly sales quotas in a heavily competitive market.
• Created and implemented strategic marketing plans that included outside sales and outbound marketing.

Operations Manager / Project Manager

Responsibilities:

• Oversaw three operations teams and one escalation team in addition to supporting the center as Project Manager of PCS/DSL Sales and Development.
• Managed a high performing team of 20 Escalation Supervisors taking high-level escalated calls from customers that had complex issues ranging from product sales, service, billing, and collections.
• Drove training and development initiatives; trained both new hires and seasoned sales representatives in various sales techniques and proprietary computer systems.
• Conducted focus group sessions and one-on-one chair sides to pinpoint individual problems and establish a proactive performance plan with each supervisor and representatives.
• Developed monthly campaigns to promote competition and develop interest in product sales.

Operations Manager

Responsibilities:

• Tasked to transition an outbound call center to an e-commerce solutions center in a one-year contract role.
• Led 5 managers and 250 telemarketers in 5 campaigns and recruited and hired new employees to fill critical staffing needs; set goals for campaign managers and collected, compiled, and distributed daily/weekly campaign reports to senior management.
• Drove efforts to increase sales and ensured the team met or exceeded all sales matrixes in a high volume call center environment.
• Tested software and hardware for compatibility with diverse clients including DSL contractors, Local and Long Distance Telephone competitors, and Natural Gas Companies.
• Conducted in-depth customer service, product, sales and computer software training for new employees to instill product knowledge and rapidly on-board them to their new respective roles.

Confidential

Operations Manager

Responsibilities:

• Directed daily operations with a consistent focus on fostering a strong team culture and working environment between management, staff, and clients.
• Integral in recruiting, interviewing, hiring and training 200+ initial employees for the startup of a new Customer Service facility; recruited new staff and top talent via networking, job fairs, business expo, and festivals.
• Drove continuous improvements by facilitating various focus groups to assess and identify areas to increase overall satisfaction, efficiency, and performance.
• Managed and enhanced partner reward and recognition programs; monitored partners’ performance to ensure all program objectives and goals are met.
• Oversaw various management and HR functions including employee scheduling and payroll; entered paid time on payroll system, distributed paychecks, and resolved all payroll related inquiries and issues.
• Developed and coordinated comprehensive training to new employees and managers to increase skill set and knowledge; facilitated trainings in human resource issues, computer literacy, software knowledge, sales, customer service, and client products.