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Project Management ▪ Process Optimization

Qualifications Profile

    Self-assured and results-driven professional with more than 14 years providing high-performance sales, customer services, and operations management in the retail, online travel booking, telecommunications, and maritime industries.

-    Strong dedication to process efficiencies in market-driven sales and operations management, driving the company to address customer needs expeditiously, while penetrating new markets through outstanding customer service.

-    Detail-oriented, analytical and methodical with critical thinking to leverage IT and data modeling skills in resolving complex work issues that enable management to arrive at sound marketing and operations decisions in growing the business across target markets.

    Well-organized and resourceful with multitasking skills that optimize limited resources to achieve outstanding results.

    Effective people management that bring workforce diversity into a team advantage for achieving shared commitments

Key Expertise

Sales Operations Management

    B2B/B2C Sales Management

    Demand Management

    Product Development

    Customer Service Management

Business Operations Management

    Strategic Planning

    Travel Agency Operations

    Call Center Operations

    Telecommunications Retail Branch Operations Management

    Relationship Management (Customers, & Suppliers)

    Process/Workflow Improvement

    Productivity Improvement

Administration

    Staff Supervision & Development

    Records & Document Management

    Conflict Management

    Payables & Receivables Management

    Billing/Invoicing

Technical

    Data Modeling & Forecasting

    Apps: RTA, CTI, Salesforce, CMS, Tableau and Nice programs

    Productivity Tools: MS Office (Word, Excel, PowerPoint, Access, & Outlook),

Professional Experience

Ÿ Assist in providing tactical directions in resolving issues for a new role, working closely with CI and LOSM to ensure the success of Expedia business goals, while serving as lead agent on inbound floor sales operations.

Ÿ Provide administrative support for all teams, exploring partner resolution and other team metrics for implementation.

Ÿ Develop tactical plans to move LFS Tier 2 into region using RTA, CTI, Salesforce, CMS, Tableau and Nice programs.

Ÿ Harness IT solutions and data to drive staff development and executive decision making that ensure business success.

Ÿ Responsible for sales and customer service for a corporate green call center for Uverse Television, landline billing, and cell phones, handling several hundred calls a week, and providing invoicing assistance for accounts receivable.

Ÿ Worked directly with Voice of The Customer, providing feedback and support to partners and agents.

    Served as a sales agent for the Expedia Affiliate Network, delivering excellent customer service in generating sales for one of America s largest online travel agencies.

    Led the top closing t-bay training teams of all time, building professional relationships with clients that helped maintain and solid and lasting customer base for the company.

    Provided tactical directions and technical support in daily operations for a cellphone retail store, overseeing payable and receivable accounts, payroll, sales, inventory, customer service, and billing.

    Oversaw effective training programs for employees while developing business proposals and organizational structures that enabled the company to address market demands in growing the business.

    Developed and executed marketing strategies and programs that grew the store business, delivering one of the best sales performance records in the store history.

    Provided customer service in addressing client calls, sales, billing, and technical support, processing payments, resolving billing disputes, up-selling, and cross-selling, and customer loyalty program management.

    Managed customer complaints tactfully and effectively to ensure continued customer patronage and loyalty.

    Supported HR functions in executing staff training programs for new hires, while establishing proper organizational support structure that enabled the company to meet changing consumer lifestyles and demands for new products.

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Professional Experience (continued)

    Served as project leader in Kaizen and Lean 6 Sigma events, resulting in hundreds of thousands in savings each year,

    Advocated the 5S program, providing time and motion studies and educated employees on new leaner procedures.

    Led the Quality Improvement program to develop and execute production standards in line with consumer product expectations.

    Designed and implemented departmental IT systems that provided solutions to production issues, using statistical modeling systems to analyze and predict outcomes that helped management in making sound decisions for strategic business growth.

Education & Credentials

    M.B.A. with emphasis on Leadership, GRAND CANYON UNIVERSITY Phoenix, AZ (2011)

    B.A. in Sociology, minor in History, UNIVERSITY OF OKLAHOMA Norman, OK (2003)

Professional Training & Certifications

Ÿ C3 sales training to specialize in sales packages for the web, text, and international plans at T-Mobile

Ÿ Six Sigma Methodologies (Green Belt)

Awards & Recognition

Ÿ Consistently ranked in top ten in high sales and customer satisfaction at AT&T (2012 2014)

Affiliations & Community Involvement

Ÿ Treasurer: Youth Baseball organization

Ÿ Coach: Little Guys Baseball.

Ÿ Coach & Organizer: Upward Basketball for First Baptist Church

Ÿ Educator:  Sunday School

Ÿ Audio/Visual Consultant: First Baptist Church Services