Staff Executive_SR Management Consultant

Posted on: 2006-03-13

SUMMARY A customer-oriented professional with several years of customer relations, team building, organizational change, and management experience seeking a management opportunity to make an immediate and lasting impact by utilizing my diverse experience and outstanding communication skills to meet businesses and people needs EXPERIENCE Customer Focus • Selected by the Sprint Corporation and managerial team for "Know the Code" award in recognition of uncompromising excellence in personal performance, specified customer satisfaction and demonstration of leadership skills. Known as the “customer advocate” by peers. • Achieved goal of $2.8M annualized savings within 9 weeks of a 22-week project. • Identified annualized savings of over $900,000 in 10 week project. • Coordinated troubleshooting efforts to reduce customer churn by 23% and trouble ticket errors by 30%. • Drove 91.5% customer satisfaction for a retail service company during critical transition period. Leadership • Achieved 2nd rated overall team performance for quality and productivity, Atlanta Region. • Managed team consistently ranked top 3% in customer saved accounts and customer satisfaction, exceeding all Key Performance Indicators. • Led by example by meeting personal manager sales goals against a goal of 20%, with 43% improvement in maximum. • Managed a cross-functional team that increased customer retention by 65% during 2001-2002. • Provided on-site training to colleagues and clients through shadowing and coaching. • Successful team account retention record of 97%. Operations Improvement • Slashed proposal response time by over 50% through innovative process improvement. • Cut 98% and 90% from 2 reporting processes in 3 months of a 6 months project by developing electronic reporting techniques. • Achieved 90% of annualized savings within 10 months of 22-month project through area development. • Achieved 35% throughput improvement against a goal of 20%. • Achieved 92% productivity and 100% reduction in recordable accidents in 26-week project. • Improved merchandise ordering efficiency and increased revenues and customer referrals by reducing order returns and rejection rate by 30% against a goal of 15%. Marketing • Selected to spearhead the Atlanta Region development and marketing strategy project teams to implement a new strategy for company's 2002 organizational bottom line objectives. • Increased sales by 83% after implementation of aggressive strategic marketing and sales plan for new retail store. • Launched retail clothing and customer service business, growing revenue 123% within 1.5 years. EDUCATION Master of Science, Management & Organizational Practice December 2000, GPA 3.45/4.0 University of Tennessee-Knoxville, Knoxville, Tennessee USA Olympic Trials Finalist, 1996 & 2000 Bachelor of Science, Management & Community Practice, May 1997, GPA 3.32/4.0 University of Tennessee-Knoxville, Knoxville, Tennessee All-SEC/NCAA Varsity Track and Field Letter Winner, Team Captain, NCAA Advisory Board, Treasurer AREAS OF EXPERTISE • Account Management • Budget/ Profit & Loss • Call Center Management • Change/Quality Management • Leadership/Team Development • Customer Service Management • Professional Service Consulting • Process Implementation/Coaching • Performance Management • Presentation/Workshop Facilitation • Operation Management • Outside/Inside Sales • Retail Management • Benefits & Compensations • Human Resource Generalist EMPLOYMENT HISTORY Belk Corporation Stores, Marietta, GA Customer Service Business Analyst (Special Project to end 07/06) 07/03/2006 – Present • Oversee the business process review for all identified departments and functional areas. • Interview and document the results interviews with customer service sales team. • Identify and document business processes, including opportunities for improvement in partnership with sales associates and management team • Create the business process review schedule by functional area. Create data flow diagrams • Collaborate with resources to ensure all system design requirements adequately reflect the defined business processes and fully support all components of the functional business requirements. Dillard’s Corporation Stores, Atlanta, GA 05/2005 – 06/2006 Team Performance Coach Consultant (Special Project to end 06/06) • Assessed needs of management and sales force in large department store (95 employees) to design and deliver custom service and customer satisfaction skills development workshops. • Built action plans into training process to ensure application of skills learned. • Improved supervisors and managers coaching skills through workshops to improve staff performance. • Helped management develop standards for measuring satisfaction levels of customers and developing action plans to improve customer satisfaction. Staff Executive Management Consultant, George S. May International 11/2004 – 5/2005 Management Consultant, DeWolff, Boberg & Associates, Dallas, TX 08/2003 – 11/2004 Senior Consultant • Collected, reviewed, and analyzed information in order to lead and make recommendations to top clients and managers for resolutions via meetings, conference calls and weekly business reviews. • Designed and implemented management operating systems and human resources programs at clients’ locations through barrier identification and conducting workflow analysis, charting, and area analysis. • Trained organizations and management teams to set higher expectations and achieve larger goals through area development, observations, and conducting management skills workshops. • Presented recommended improvements to top level management to implement strategies, to increase productivity and efficiency, profits and for performance enhancements to ensure all deliverables and expectations are met or exceeded. Sprint PCS SE Headquarters, Atlanta, GA 12/2000 – 08/2003 Customer Care Southeast Headquarters: Inbound/Outbound Call Center and Retail Specialty Stores National Account Manager • Managed entire project cycle for eight business-to-business accounts in multiple locations. • Met with clients to evaluate telecommunications needs, recommend and provide consulting solutions. • Partnered with cross-functional teams to deliver clients’ and marketplace needs. • Drove new business in small to mid-sized clients. Special Projects Program Manager • Provided analysis to senior management on department and team productivity and effectiveness. • Met weekly to coach, mentor, and train team leaders and upper level managers in achieving quality service and efficiency targets while identifying opportunities and creating action plans for improvement. Solutions Team Manager • Managed call center and team activities by delivering call center performance metrics and engaging 45+ team leaders and associates to focus on Key Performance Indicators. • Empowered associates to effectively research, quickly identify and efficiently resolve escalated issues for customers, business partners and company associates. • Improved manager and employee performance by identifying and clarifying problems; evaluating potential solutions; implementing selected solution; coaching and counseling manager and employees. • Conducted staff training, team quality collaborations, and discipline of 100+ assigned employees. • Improved performance, quality, efficiency and staff retention by assessing staff development needs, conducting collaboration workshop sessions and providing coaching and feedback. Goody’s SE Headquarters, Knoxville, TN 02/1998 – 12/2000 Corporate Associate Buyer • Reported to Senior Corporate Buyer of Fine and Costume Jewelry at Corporate Headquarters. • Managed accounts for 70 stores with high-level contact with vendors, suppliers and store management. • Planned and monitored merchandise from distribution facilities to store sites to increase efficiency. • Monitored loss and profitability ratio for assigned inventory. • Managed SKU and headquarters warehouse inventories with merchandise item creation and maintenance. • Purchased materials, equipment, and supplies; expediting deliveries as needed.