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Consultant Development Relations Manager Resume Example

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CONSULTANT DEVELOPMENT RELATIONS MANAGER
Skills
  • Employee & Labor Relations
  • Client Facing Leadership
  • Strategic Business Planning
  • Project Management Professional
  • Contact Call Center & Retail Sales
  • Coaching & Development Management
  • Quality & Assurance Specialist
  • Vendors & Facilities Management
  • Contracts Administrator
  • Immigration Law Processes
  • MS Office (Word, Excel, PowerPoint)
  • KPI / Metrics Driven
  • High Energy / Upbeat Approach
Professional Summary

Accomplished Development Manager known for handling key administrative responsibilities and shaping work cultures with significant hands-on experience for over 10+ years. Experienced with successfully prioritizing a diverse range of tasks, balancing demands of high profile attorneys in both corporate, immigration and B2B processes. Excellent networking and lead development skills in systems, finance, facilities and employee engagement.

Career Summary
Consultant Development Relations Manager, 04/2018 to 03/2020
Enhance IT - Atlanta, GA
  • Managed teams of 40+ mobile Senior-Level IT consultants assigned to project work at Fortune 100 & 500 companies focused on Android, iOS and/or Exchange/Cyber Security technologies.
  • Single point of contact assigned to address employee, quality analysis, immigration, labor, contracts and employment law escalations. Worked with a broad spectrum of employees who possess diverse languages (Spanish, French) and ethnicity backgrounds.
  • Worked in tandem with Accounting to create business plans within budget to help the firm navigate growth, profitability while rendering excellent service to staff, teams, end clients and stakeholders.
  • Provided necessary recommendations for training, policy, procedure and management services to increase team's productivity and revenue.
  • Identified opportunities to enhance the customer experience through audits, reporting, trends, surveys and managing assigned projects through completion.
  • Managed HR functions in recruitment, interviewing, payroll, benefits administration, on boarding processes and new hire orientation.
  • Prepared agreements regarding our staffing services in support of our sales, recruiting and legal team. Oversaw contracts through to full execution.
  • Conducted new and existing vendor/client research while managing contract and employee databases thorough knowledge and expertise.
  • Other core responsibilities included effectively communicating issues, finding resolutions, collaborating with cross functional teams, analyze and interpret data to measure the success of programs we ran.
  • Independently project managed nationwide projects that consultants were assigned to. Negotiate agreements between employees, vendors and end clients to clarify service level agreements and resolved conflicts affecting performance and project revenue.
  • Lead monthly team meeting trainings (in person/remote), process updates, fostering strong relationships with all stakeholders while acting as key resource to addressing all employee relations.
  • Solid knowledge of federal, state and GA labor and employment law, as well as EEOC and wage and hour requirements.
Senior Analyst - Executive Relations , 06/2009 to 05/2017
Verizon - Alpharetta, GA
  • Responsible for full complaint resolution, owning each customer issue, providing updates and timely resolution. Abided with Regulatory Agencies such as State Commissions, FCC, BBB and Attorney General Offices for the South Area National Team.
  • Established top customer experience by ensuring that all regulatory, executive and non-executive complaints were cared for in a timely fashion. Owned problem solving and resolution working with various lines of business, escalating as needed and providing detailed written closing responses.
  • Highly quality assurance experience in a contact center environment of 12500+ employees. Provided direct feedback and 1-on-1 coaching to peers and customer service teams through various adult learning styles, theories and methods.
  • Additional responsibilities included, root cause analysis, strategic planning, quality analysis, coaching and feedback on people, process, service issues, travel up to 60% to retail locations and leading execution of team key deliverables.
  • Individual contributor on the delivery of legal services by providing necessary administrative assistance to the assigned outsourced attorneys working our cases, while working collaboratively in a team-oriented environment of 9 other analysts.
  • Experienced in filing local, state and federal court cases, including case management and electronic case files. Worked in tandem with Kaspers & Associates LLC in Atlanta, GA whom provided majority of our outsourcing legal needs locally.
  • Frequently met with Executive Leadership to identify where our team could drive success stories to the Verizon brand across the 7 national call centers, 100 retail sales locations and business channels.
  • Helping identifying training gaps, leadership development and continuing education needs for continuous profit growth of the company. Solid sense of accountability, high-quality judgment and sound decision making.
Inbound Technical Support Care Analyst , 06/2006 to 06/2009
Verizon - Elgin, IL
  • Individual account manager for regional clients in a call center environment of 1,000+ employees, handling inbound calls and emails daily to resolve consumer billing, technical and/or new account concerns.
  • Consistent team player, often named point of contact in leader's absence. Individual contributor working in fast-paced, often changing environment with minimal oversight.
  • Self-motivated, well-organized and assertive, with strong analytical, deductive skills and presenting to different levels of management.
  • Detail oriented, prioritizing multiple workloads and accurately responding to over 100 inquiries daily. Developed and executed targeted relationship and account development strategy with vendors.
  • Aided on several special projects in this tenure including interim supervisor and technical support ambassador.
Education
Bachelors of Science: : Computer Science, 2006University of Illinois - Chicago, IL
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Resume Overview

Companies Worked For:

  • Enhance IT
  • Verizon

School Attended

  • University of Illinois

Job Titles Held:

  • Consultant Development Relations Manager
  • Senior Analyst - Executive Relations
  • Inbound Technical Support Care Analyst

Degrees

  • Bachelors of Science : : Computer Science , 2006

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