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| Desired Industry: Management |
SpiderID: 6206 |
| Desired Job Location: Columbus, Ohio |
Date Posted: 3/27/2006 |
| Type of Position: Full-Time Permanent |
Availability Date: 04/30/2006 |
| Desired Wage: 110000 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: MBA |
Willing to Relocate: No |
Objective:
Proven Ability to Surpass Corporate and Client Objectives ...
Excellent Negotiating and Persuasion Skills
Customer-oriented, relationship building expert providing sales and
operations management success with major multi-faceted communications
giant. Analytical and recognized for discovering and implementing
solutions in mission-critical situations resulting in multiple
successful endeavors. Adaptable and resourceful, with ability to
balance multiple priorities, manage change, and effectively deal with
the most challenging situations. Articulate communicator and
relationship builder with strong interpersonal skills and ability to
elicit outstanding performance from diverse groups resulting in win-
win scenarios. Proficient with Microsoft Windows and Office.
Experience:
World leading provider of data, voice and Internet services; Fortune
30 company serving 56 million access lines nationwide bringing in $40
billion annually via 170,000 employees.
General Manager, Columbus Customer Care Center (July 2000 to Present)
Positioned to spearhead comprehensive oversight and improvement to
all facets of operations amidst reputation of poor performance and
unhealthy culture; simultaneously responsible for revenue generating
directives bringing in $8 million annually. Direct reports included 5
managers including process support manager, attendance manager, force
manager, and two senior managers; indirectly responsible for
performance outcomes of14 coaches.
Scope of responsibilities include call volume productivity and
performance, quality standards, goal-oriented key product/service
sales strategies and incentives, expense controls, staff development,
union negotiations and relationships, employee absenteeism/turnover
quotas, and general problem resolution; also responsible for
performance metric improvements consistent with demands (minimum
telephone service standards, infinite service scores and training) of
Public Utilities Commission of Ohio (PUCO).
* Elevated call center revenue performance ranking to 2nd place in
2001 from 13th place in 2000; performance propelled via
implementation of solutions-oriented teams, consisting of hourly
employees, formed to address, resolve and improve operations and
performance issues.
* Employed only ˝ of incentive budget to perform at 5th place in
revenue out of 13 call centers.
* Successfully met ASA objectives and PUCO quality standards for
2002; supported significant performance improvement directives
resulting in positive PUCO audit of service issues (initially arose
in 2000).
* Led initiative to improve overall productivity efficiencies
through training and application of best practices; appointed to
spearhead directive by Vice President.
Senior Sales Manager ... Cleveland, Ohio (May 1999 June 2000)
Challenged to improve underperforming revenue and customer
satisfaction/retention objectives throughout Customer Care Center;
oversaw and improved productivity of 8-10 front-line coaches each
responsible for operations and performance of 15-18 service
representatives (responsible for 150-200 indirect reports). Promoted
from Front-Line Coach in Port Huron, Michigan.
Improving overall consumer sales division performance,
responsibilities included sales programs, performance incentives,
marketing campaigns, product/vendor promotions, consumer
complaints/resolution, coaching tools, and training activities;
established employee and sales performance goals/quotas and
analyzed/responded to performance metrics with ultimate aim of
exceeding expectations. Collaborated with local union leaders to
formulate environment conducive to objectives.
* Improved productivity by monitoring employee performance,
determining performance gaps, and utilizing supported documentation
in reviews to stress employee accountability; also demonstrated to
associates negative impact of poor productivity on revenue
expectations.
* Propelled career development of several associates by assisting
with interest in applying for front-line coaching positions;
interviewed and provided feedback to candidates, provided technique
development, systems and report analysis insight to potential
leaders, and assisted with preparation for readiness workshop (held
in Chicago and pivotal to success). Initiative vastly improved
overall revenue as best candidates in leadership roles played role in
positive sales/service results.
Education:
University Of Indianapolis ... Indianapolis, Indiana
Masters In Business Administration, 2000
Moorhead State University ... Moorhead, Minnesota
Bachelor Of Arts In Criminal Justice, 1991
Skills:
* Relationship Building
* Customer Service
* Staff Development
* Employee Relations
* P/L Administration
* Startup/Turnaround
* Quality Control
* Staff Supervision
* Creative/Strategic Selling
* Performance Evaluations
* Productivity Improvement
* Strategic Business Planning
* Client Maintenance/Retention
* Relationship Management
* Policy/Procedure Development
* Staff Training & Development
* Time Management
* Cost Review
* Accounting/Finance
* Financial Statements
* Product Introduction
* Program Implementation
* Expense Control
* Cost Benchmarking
Additional Information:
C614bm@hotmail.com
Dear Selection Committee:
With an ability to lead and comprehensively execute aggressive
company growth missions, as a Sales Executive, General Manager and/or
Director of Operations, I am submitting the attached résumé outlining
a solid career growing revenues, increasing margins and improving
processes in continuously challenging customer-oriented
communications and collections arenas.
I offer a combined and accomplished background in customer service,
business development, and operations complimented with excellent
strategic business planning and profit/loss administration
experience. I have been afforded the opportunity to utilize effective
managerial techniques and relationship building strategies that will
enable the company, which capitalizes on my qualifications, to focus
on recognizing both long and short term visions.
My career is highlighted by continuous success and promotions with a
communications giant and world leading provider of data, voice and
Internet services . The positions I have held include, currently,
General Manager, Columbus Customer Care Center, and previously,
Senior Sales Manager, Senior Operations Manager and Front Line Coach.
The following achievements, detailing my success, will provide
insight into what I can do for your organization:
* Elevated call center revenue performance ranking to 2nd place in
2001 from 13th place in 2000; performance propelled via
implementation of solutions-oriented teams, consisting of hourly
employees, formed to address, resolve and improve operations and
performance issues. , General Manager, Customer Care Center
* Amidst underperforming revenue and customer
satisfaction/retention objectives, improved productivity by
monitoring employee performance, determining performance gaps, and
utilizing supported documentation in reviews to stress employee
accountability; also demonstrated to associates negative impact of
poor productivity on revenue expectations. Senior Sales Manager
* Improved productivity via enhanced organization and rapid
progression of training program enabling quicker representative
placement onto sales floor; evaluated entire lifecycle of training
program and class curriculum (and hiring process) as means of
implementing improvements. Senior Operations Manager
These previous roles and achievements have led to my recognition as
a conscientious, thorough, detail-oriented and productive
professional with a commitment to professional excellence. As the
enclosed résumé simply summarizes my credentials and accomplishments,
there is considerably more to relate. I look forward to meeting you
soon, as the first step toward a mutually productive outcome.
Sincerely,
C614bm@hotmail.com
Candidate Contact Information:
| Name: Name Confidential |
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| Street: |
Phone: 614-000-0000 |
| City: Columbus |
Fax: - |
| State: Ohio |
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| Zip: 43085 |
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| Web Site: |
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