10 years of management experience.
*5 years of experience in online banking operations.
*Effective communicator with solid professional abilities, and a commitment to excellence.
*Microsoft Certified Desktop Support Technician 2009.
Manager / Service Tech Manager05/2014 to CurrentSears Holdings CorporationCharlotte, NC
Supervise and manage 20.
Manage 30+ third party installation companies across six states that support retail and delivery services for Sears Holdings Corporation.
Conduct contract negotiations in order to set service level expectations, maximizing profitability and establish the retail installation coverage relationship.
Review and analyze contactor compliance data reports to ensure that all standards are met, and target underperforming markets for improvement.
Conduct field installation performance reviews to ensure the highest level of service with in the contactor's assigned area.
Facilitate weekly performance review audits to coach improvements when needed and track progress of underperforming contractors.
Terminate underperforming contactors when contract service level expectations are not met.
Review and analyze market profit and loss data reports to identify opportunities with in underperforming markets as it relates to contactor cost, installation penetration rate and retail sales.
Prepare and present weekly market performance presentations to senior management that details coverage, compliance, and profitability.
Lead special projects that were pivotal in rewriting the installation contact service level agreement manual for the purpose of regulating and improving the change of specification (COS) process for all contractors nationally.
Transition Coordinator /Personnel Supervisor11/2010 to 05/2014US ArmyOrlando, FL
Work closely with a team of medical professionals in the development and execution of Soldiers treatment plans and policies.
Established a process for promoting federal internship opportunities, Vocational Rehabilitation, and higher education for all Wounded Warriors.
Tracked and analyzed career and education readiness participation, compiled data reports monthly in excel and made recommendations to the Regional Coordinator.
Conducted research and planning for the purpose of integrating the Army Career and Alumni program into the semiannual training conferences by coordinating with various department SMEs.
Advised Command on the importance of the CER program to promote awareness, participation and policy changes when needed.
Conducts performance reviews and staff reports on assigned personnel.
Department Manager/IT Support09/2004 to 11/2010US ARMYShelby, MS
Managed the operational processes targeting customer service, appointment tracking, electronic medical data reporting, office automation, and production.
Conduct monthly and yearly staff performance evaluations targeting shortcomings and improvements.
Produce weekly reports from Excel and PowerPoint emphasizing key production output.
Conducted individual and group training on document scanning, Outlook calendar setup and sharing, and Microsoft Office basics.
Utilize project management methods and software to forecast and schedule tasks, and set milestones in order to track progress of multiple large projects.
Managed service acquisition contract for base housing improvements project consisting of painting, repairs, and furniture upgrades.
Business Analyst01/1999 to 09/2004Wells FargoCharlotte, NC
Business Technology Analyst and functional project team member of several high profile project initiatives.
Key in the implementation of various enhancements, conversions and mergers of products and services within the corporation.
Planned and coordinated directly with IT managers about the implementation of many important tasks that were pertinent to the project success.
Tracked all assignments using Microsoft Project, constructed independent project plans from primary project tasks insuring accuracy and on time task completion.
Perform system testing to insure proper functionality, and made enhancement recommendations to the Technology Manager.
Identify payment routing errors through research and analysis in order to resolve payment issues for bill pay customers.
Gather data to produce weekly and monthly reports to various areas within the department in Microsoft Excel and Microsoft Power point that details payment volume and transactions, enrollment, attrition and payment information.
Performed an analysis of online bill pay processes and procedures for the purpose of uncovering vulnerabilities, and made key recommendations and changes to the policies and procedures in order to prevent the possibility of theft or fraud.
Education and Training
Masters: Information Systems Management2004DeVry UniversityCharlotte, NCInformation Systems Management
Bachelors: Political Science1997Armstrong Atlantic State UniversitySavannah, GAPolitical Science
Analyst, Army, coach, conferences, contract negotiations, customer service, delivery, senior management, functional, analyze market, market, mergers, Microsoft Excel, Excel, Microsoft Office, Outlook, PowerPoint, Microsoft Power point, Microsoft Project, office automation, painting, performance reviews, personnel, policies, presentations, processes, profit and loss, progress, project management, project plans, Rehabilitation, repairs, reporting, research, retail, retail sales, routing, scanning, service level agreement, specification, treatment plans, upgrades