Owner Business Consultant Resume Example
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OWNER BUSINESS CONSULTANT
Professional Summary
Skills
| New product introductions strategiesHuman resources managementSales backgroundProject managementContract negotiation |
Work History
09/2008 to Current
Owner Business Consultant First Transit – Belvidere , IL
- Providing services in a consulting capacity, (including to former employers) in the areas of : credit & risk management processes, call center operations, sales & data management (including metrics design), customer service, , external vendor management, business strategy, product design, sales training, e-commerce, social media, compliance, RFP responses & outsourcing.
- Specialist in internal process improvements, and relationship building.
- Successfully completed 18+ small business turn-around's between 2010 & 2103.
- Acts as a sub-contractor for Corporate Business Solutions (CBS) Global Business Services (GPS), & Appleton Greene,.
04/2007 to 06/2008
Director of Process Improvements/Global Partner Performance Southern Glazer's Wine And Spirits, Llc – Pottstown , PA
- Acting on -site operations leader & consultant for 3 US based clients (including Earthlink, & Dun & Bradstreet) being transitioned to a start-up call center environment in Nairobi, Kenya.
- Responsibilities included external vendor management, recruitment, agent training, sales training, best demonstrated practice roll-out, SLA performance management design & implementation.
01/2005 to 01/2006
Project Leader Maximus, Inc.
- Lead corporate initiative on upgrading D+B's internal process to become SOX & Patriot Act compliant.
- Liaison with contract customers, sales partners to ensure quality expectations were met/exceeded.
- Manage external outsourced vendor relationships from a process, quality & cost perspective.
- Evaluate RFP proposals and execute relationships as needed.
01/1996 to 01/2005
Vice President Tucson Call Center (Site Leader) Dun & Bradstreet – Kearneysville , STATE
- Lead including the startup of the D+B Tucson Call (contact) Center On-site call center leader for over 550+ D&B and temporary associates in 2 Call Center locations.
- Successfully managed operating budget managed of over $28,000,000.
- Consistently met and surpassed call center sales targets of $65,000,000, while exceeding all quality metrics.
- Year over year sales growth of 15% from 1996-2005.
- Responsibilities included; Employee relations, staffing, technology management, performance (PQI/TQM) & change management, customer service & external vendor management.
- Design of quality programs, metric design & benchmarking, calling strategies, customer service, associate compensation programs, SOX compliance, external vendor management, remote facility management, product design, quality assurance initiatives & facility management.
- Re-engineered (process improvements) cost savings for 2005 in excess of $8 million.
- Responsibilities include; Management of RFP response and call center transition to become outsourced.
- Worked extensively in the creation of the vendor SLA's.
- Manage external outsourced relationships from a process, quality, cost & SLA perspective.
- Manage customer service opportunities from a quality perspective.
01/1993 to 01/1996
District Manager Dun & Bradstreet – City , STATE
- Successfully managed two branch offices simultaneously (one remotely).
- Responsible for the State of Arizona full report revisions, data collection.
- Met/surpassed sales goals and revenue generation for both offices.
- Recognized as a D&B Leadership Award winner in 1995 Recognized as a Customer Focus Award winnerin 1995.
01/1983 to 01/1993
Business AnalystDun & Bradstreet – City , STATE
- Dun & Bradstreet.
- Employed by Dun & Bradstreet in various data collection, training and supervisory management roles in; NM, AZ, CA & IA.
- Promoted & relocated 6 times in 10 years.
National Sales Project Administrator
- responsibility over 4 call centers) for new product design & implementation, including web based fulfillment.
- Recognized as a D&B Leadership Award winner 1997, 2000, 2001 & 2003 (top 5% in all metrics in the company).
Education
1983
BBA : Business Administration
University of Albuquerque - City, State
University of Albuquerque - City, State
80
Diploma : Business Studies
Bell College of Technology - City
Bell College of Technology - City
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Resume Overview
School Attended
- University of Albuquerque
- Bell College of Technology
Job Titles Held:
- Owner Business Consultant
- Director of Process Improvements/Global Partner Performance
- Project Leader
- Vice President Tucson Call Center (Site Leader)
- District Manager
- Business Analyst
- National Sales Project Administrator
Degrees
- BBA : Business Administration
Diploma : Business Studies
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