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- Dynamic Leader who offers a background in High-Volume Call Center Operations, Team Building / Training, Best Practices Methodologies, Project Management, Strategic Analysis, Change Management, Trends Tracking, and Process Improvement; showcases talent in Budget Administration, Internal Systems / Control, Cost Reduction / Avoidance, and Operations Analysis / Process Redesign; and exhibits an ability to see the big picture in evolving markets.
- Top Performer who boasts above-average career results, and can make sound decisions to reflect positively on operations in alignment with a company s vision, value, and goals to achieve a significant competitive advantage.
- Excellent Communicator who builds and sustains synergistic relationships with C-level executives, business / operational teams, sales professionals, and clients as an intuitive leader with a solid history of driving success.
Improved customer response time for WCI International, Inc. by implementing new customer relations protocols and internal policies and procedures to streamline operations, and further led the development of cost-reducing initiatives to comprehensively reduce employee overtime and the need for a second shift.
Saved company $300,000 in the first year after implementing multi-department Lean Six Sigma initiatives.
Improved San Jacinto College s efficiency and performance by implementing new processes and securing new equipment vendors with more competitive rates, and further improved production quality by conceptualizing and developing processes that accurately measured operative performance to boost organizational results.
Increased retention and morale by creating and implementing innovative rewards programs and incentives.
Saved Royal Johnson Consulting $700,000 by optimizing cell phone usage and billing management strategies, and reduced IT department budget expenses $400,000 by initiating new financial management processes.
Successfully managed large-scale Lean Six Sigma projects ranging from $500,000 to $2+ million projects.
Director of Quality Assurance
Capitalize on the opportunity to develop and manage cross-functional teams with enhanced communications procedures, including expertly auditing high-volume customer accounts and supplier agreements to save costs.
Conceptualize and develop processes to track and improve operational performance and limit overall errors.
Consultant Operation Six Sigma Contact Center
Strategically steered results-focused department and staff restructuring to enhance daily operations and drive long-term business functionality and success, including proactively transforming an academic environment into a profit-centered environment by leveraging fiscal management knowledge to meet and / or exceed objectives.
Director of Operations Six Sigma Consulting
Played a vital role in developing Lean and Six Sigma methodology-based training designed for clients looking to improve client business processes, including coaching and mentoring internal teams and clients on best practices.
Led decision-making in the oversight of new software rollout programs from implementation to quality assurance.
~ Additional Professional Experience Provided Upon Request ~
Master of Business Administration City University at Seattle
Bachelor of Science in Political Science University of Denver
Extensive Graduate Human Resource Management & Development Studies Chapman University
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