Performance-oriented leader specializing in driving business growth, building solid teams, creating strategic initiatives, providing world-class customer service, and cultivating a strong company image with superior

quality eager to offer progressive experience toward maximizing an employer s bottom-line results.

         Customer Service-Focused Leader who makes sound decisions to reflect positively on business, operations, and administrative initiatives in alignment with a company s vision, value, and goals, and who actively sees the big picture.

         Visionary Professional who contributes solutions-centric critical thinking for insightful, change-driven results, and who rises above challenges, quickly adapts to evolving scenarios, and independently resolves in-depth issues to boost success.

         Ambitious Self-Starter who excels within fast-paced call center operations, including promptly handling escalated calls using superior communication skills, interpersonal relations talents, attention-to-detail, and conflict resolution abilities.

KD Resource Group, Atlanta, XXXXXX (2017)

Office Support Manager

         Capitalized on the opportunity to direct forward-thinking office support initiatives, including researching and resolving critical issues requiring comprehensive knowledge of companywide operational policies, processes, and procedures.

         Coordinated office, administrative, and business-specific tasks while handling staff recruitment, resume scanning, interview scheduling, and new hire orientations, as well as setting up job fairs and administering Wonderlic testing.

         Issued bills to collections / collectors, commercial invoices, truck bills of lading, and correspondence among vendors.

  Led imported / exported document management and accurately billed invoices.

  Collaborated with Payroll teams to ensure delivery of appropriate paperwork for new hires.

  Supported Vice President of Operations with importing export documents and entering data into systems.

ITT Technical Institute, Atlanta, XXXXXX (2016)

Business Manager

         Strategically steered department operations while providing critical support to senior-level management, including preparing detailed reports for senior-level management and developing and implementing large-scale department budgets.

         Evaluated department performance per company goals and plans, and presented core department productivity results.

         Contributed sharp analytical abilities toward reviewing accounting records to ensure expenditures were posted to appropriate categories, and further provided financial reports of payments, deposits, grant funds, and vendor payments.

         Directed human resources initiatives, including facilitating staff recruitment, team building, and training / development.

  Interpreted and communicated purchasing procedures to departments and staff.

  Successfully directed campus-wide payroll processing, reconciliations, and corrections.

  Led cash management for the college, including cashiering (i.e. student payments, bank deposits).

  Expertly analyzed purchasing transactions to comply with state, federal, and district policies and procedures.

AT&T, Atlanta, XXXXXX (2015 2016)

Operations Support Manager

         Utilized dynamic business acumen to direct research and / or resolve issues requiring knowledge of AT&T wireless systems, processes / policies, and procedures, including assisting in overall CS processes within a fast-paced call center.

         Ensured compliance with applicable laws governing collections while addressing and resolving various customer issues rexxxxxxrding AT&T wireless systems, along with handling all inbound and outbound, special project, and escalated calls.

         Expertly monitored and audited comprehensive workflow to ensure service level and production targets were met, along with analyzing and explaining data / metrics of AT&T wireless systems to call center site department managers.

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AT&T, Atlanta, XXXXXX (continued)

Operations Support Manager

         Led targeted decision-making among a solutions-centric 10-member team, including training and mentoring employees, continually motivating workers through incentives and feedback, and handling performance evaluations.

  Successfully achieved key project objectives rexxxxxxrding AT&T wireless systems.

  Prepared detailed reports for senior-level management and developed department budgets.

  Liaised among multi-segment operations, and prioritized group efforts to ensure a focus on the customer.

Slaughter & Company, Atlanta, XXXXXX (2012 2015)

Business Operations Manager

         Spearheaded results-generating business operations initiatives, including cost-effectively developing and implementing department-wide budgets, preparing detailed reports for senior-level management, and exceeding key goals and objectives.

         Drove business growth by handling all human resources activities, including recruiting, training, mentoring, and managing a team of 10, as well as facilitating objective performance evaluations, disciplinary actions, and terminations.

         Ensured performance and departments complied with policies and analyzed data to make crucial business decisions.

  Continually directed operations while motivating staff via synergistic incentives and feedback.

  Expertly supported management in achieving goals related to sales, productivity, and profitability.

Argosy University

Doctor of Business Administration (Management Emphasis 2017)

American InterContinental University

Master of Business Administration (Management Emphasis 2009)

Robert Morris University

Bachelor of Business Administration (Management Emphasis 2005)

Associate of Applied Science in Business Administration (Management Emphasis 2003)

Notary Public State of Xxxxxx

Professional Training & Development

Lean Training Six Sigma Training

Customer Service Inventory Control Loss Prevention

Customer Relationship Development Effective Coaching & Feedback

Time Management Leadership Building Safety Control Performance Assessment

Operating Systems: MS-DOS Windows 95 / 98 / NT Windows XP Unix

Computer Languages: C / C++ Visual Basic Visual C++ FORTRAN

Scientific Applications: MATLAB / Simulink Maple dSPACE ControlDesk

Technical Drawing: AutoCAD Microsoft Visio Adobe Photoshop

Office Applications: Microsoft Word Microsoft Excel Microsoft PowerPoint

Microsoft Access Microsoft Outlook Lotus Notes PeopleSoft

Oracle LexisNexis Hospice Soft Phoenix Torch Express Pay Systems

Internet Development: HTML MSQL Java TCP / IP

Database Systems: Sybase Oracle ODBC

Telephone Systems: Avaya Polycom Telecommunications Rockwell Clarify Telegence

Excellent Professional References Provided Upon Request