10 years developing and leading top-performing teams to
identify and capitalize on market opportunities, build revenue, improve efficiency,
and outperform competition.
Results-producing management executive with experience leading
profit-generating operations through strategic operations planning, innovative
team development, and superior understanding of client needs.
to create and maintain an effective business plan to increase profitability and
expand customer service efforts. Exemplary leadership and management skills to
concurrently direct multiple complex projects and bring them to successful
Sigma Black Belt
Management of remote employees
Mail Order Pharmacy
Certified Microsoft User
Staff Retention Expert
Customer Service Operations Manager11/2013 to CurrentHumana PharmacyIrving, Texas
Improved customer service
satisfaction 3% annually through supply chain management initiatives, inventory
control and flexible manufacturing practices.
Led large scale implementation of
project for a new quality standards for better quality performance and
reliability, increasing the overall pharmacy's quality by 32.4%.
Utilized modern teaching methods
such as e-learning and team learning that has shown employee retention increase
Developed the product
troubleshooting procedure for Humana with strong attention to detail.
Develop and coach Supervisors/Team
Leads having awareness of each person's career goals; creating 7 additional
Supervisor within 3 years.
Reduced amount of employee overtime by 55% by effectively delegating tasks.
Training Manager Advance Technical Support10/2010 to 12/2013Sprint NextelFort Worth, Texas
Propelled directives that were
implemented throughout the department to lower error rate from over 43% to
Implemented changes to customer service program, resulting in 44% higher customer satisfaction ratings.
Assisted in creating detailed product website that reduced average call time by 180 seconds.
Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
Increased number of resolved job tickets by 33% over previous year.
Contributed to a reduction in operational costs of 30%.
Technical Support Trainer08/2009 to 09/2010Sprint Nextel Fort Worth, Texas
Technical Support Manager08/2008 to 08/2009Sprint Nextel Fort Worth , Texas
Technical Support SME05/2008 to 08/2008Sprint NextelFort Worth, Texas
Master of Business AdministrationJune 2018University of PhoenixFort Worth, Texas
Bachelor of Science: Business Project ManagementJune 2016Business Project Management