I am a results oriented business professional with proven abilities as a Director, senior Manager, Process improvement manager/trainer, strategic planner and staff recruitment/talent attraction. Over the pass 10 years I have functioned at a Senior Manager and Director level as a project manager, manger of personnel and corporate trainer . I am highly skilled at improving and creating efficiency of standard operating procedures to improve processes that results in high performing teams. I have excellent communication and presentation skills. I have a strong ability in motivational speaking and in elevating staff engagement.
Over 10 years of experience in leading teams to drive revenue and growth through the development and execution of the organizations customer service strategy while managing all aspects of team performance to achieve the highest levels of customer satisfaction. I have multiple years of experience in developing and managing metrics to monitor performance and career objectives with direct reports at the associate and management level. I am highly skilled at inspiring and encouraging staff to provide the highest standards of service at all times. I also have multiple years of experience in promoting top tier standards of service throughout the organization by successful collaboration with cross-departmental leaders. I am highly comfortable and experienced in reporting and communicating with senior leadership/upper management teams related to performance and or opportunities for improvement. Throughout my management career I have managed direct reports locally and remotely with high levels of success. I also maintain a high level of experience and success in being tasked with the immediate turnaround of under performing teams as it relates to meeting performance goals, customer satisfaction scores and meeting quarterly budget. My success in this area is a result of having a high investment in my direct reports with an intentional focus on inspiration, training/development and accountability.
Experience in corporate and classroom training. Worked closely with Executive teams, HR partners, managers and associates in identifying performance / development gaps to provide development programs to address areas of opportunity. Created and implemented strategic initiatives for growth and efficiency amongst multiple teams and across multiple job functions. Trained new hires and existing staff on company policies, call center quality assurance and soft skills improvement. Functional skills as a Coach the Coach/Train the Trainer and Leadership Training that focused on training management team on coaching and development techniques to foster a culture of continuous improvement toward customer satisfaction.
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