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Cluster Manager Resume Example

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CLUSTER MANAGER
Professional Summary
To obtain a position where I can maximize my multilayer of management skills, data analysis, training experience and sales abilities to achieve company goals while advancing in a performance based environment. SUMMARY OF QUALIFICATIONS A dynamic team leader and operations manager; able to bring energy, enthusiasm, and humor to motivate team members to achieve potential and meet objectives. A highly organized manager and coach; able to quickly assess needs and provide tools to resolve difficulties, enhance learning and improve performance. An Excel professional who is able to quickly and thoroughly gather, interpret, and organize data so it can be utilized to give specific feedback for immediate improvement. I also bring strong leadership, excellent communication skills to drive the right behaviors and correct the wrong ones. I have experience in all aspects of staffing including hiring, termination, scheduling, training, and payroll
Skills
  • Project planning and development
  • Budgeting and forecasting
  • Process improvement
  • Organized
  • Unsurpassed work ethic
  • Results-oriented
  • Advanced training in Microsoft Excel
  • Superb time management skills
Work History
Cluster Manager 11/2013 to 01/2014
Mobilelink Communications – Tulsa, OK
             
  • Supervised a sales force of 20 sales associates and three retail stores.
  • Spearheaded cross-functional initiative to achieve a 35% sales improvement
  • Trained, coached and mentored staff to ensure smooth adoption of new program.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Reduced overtime by 10% through schedule adjustments and staffing adjustments.
  • Conducted data analysis and incorporated findings by thoroughly gathering, interpreting organizing it to utilize it in giving specific feedback for immediate improvement.
Regional Operations Supervisor 08/2009
Redbox Automated Retail – Tulsa, OK
  • Managed 6 data analysis projects per quarter
  • Reduced employee turnover by 30% by creating a thorough onboarding process to ensure they understod not only the processes, but the reason why the process was in place. 
  • Established project control procedures such as project forecasts and cash flow projections.
  • Established and maintained 50 vendor partnerships.
  • Completed 9 performance reviews each quarter, offering praise and recommendations for improvement.
  • Compiled and drafted 1 report that combined all the pertentent data needed for effective accuracy and disk delivery each day.
  • Established long-term customer relationships through prompt and courteous service.
  • Picked products for specific routes according to pick sheets.
  • Forecasted manpower requirements based on daily workload and company targets.
  • Tracked time spent on assignments each day for productivity reporting.
Associate Coach 02/2009 to 2009
Dish Network – Tulsa, OK
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Cross-trained and backed up other customer service managers.
  • Adhered to all confidentiality requirements at all times.
  • Adhered to all confidentiality requirements at all times.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Provided accurate, specific and timely performance feedback for CSRs.
  • Identified individual development needs with appropriate training.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Account/Client Services Manager 2008 to 12/2008
Sykes Enterprises – Sterling, CO
  • Developed weekly, monthly and quarterly executive presentations and reports to facilitate project evaluation and process improvement.
  • Directed planning, budgeting, vendor selection and quality assurance efforts.
  • Supervised the work of 160 team members, offering constructive feedback on their work performance.
  • Reviewed sales, customer concerns and new opportunities to drive business strategy at weekly planning sessions.
  • Directed quality assurance efforts to maximize customer satisfaction and minimize errors. 
  • Assessed vendor products and maintained positive vendor relations.
Customer Care Operations Manager 09/2003 to 2008
DirecTV – Missoula, MT
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Cross-trained and backed up other customer service managers.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Strong leader of customer support staff.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Identified individual development needs with appropriate training.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Devised and published metrics to measure the organization's success in delivering world class customer service.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Education
Associate of Arts: Business Administration 2009 University of Phoenix - Phoenix, AZ
Bachelor of Science: Business Administration University of Phoenix - Phoenix, AZ Minor in Project Management
Bachelor of Science: Business Administration 2012 University of Phoenix - Phoenix, AZ
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Resume Overview

Companies Worked For:

  • Mobilelink Communications
  • Redbox Automated Retail
  • Dish Network
  • Sykes Enterprises
  • DirecTV

School Attended

  • University of Phoenix

Job Titles Held:

  • Cluster Manager
  • Regional Operations Supervisor
  • Associate Coach
  • Account/Client Services Manager
  • Customer Care Operations Manager

Degrees

  • Associate of Arts : Business Administration 2009
    Bachelor of Science : Business Administration
    Bachelor of Science : Business Administration 2012

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