As a high energy, resourceful individual. I have experience in business operations, marketing, sales and business development. I am skilled at troubleshooting and have experience in corporate and entrepreneurial settings.
Project Management *Team Leadership *Behavior Strategies Training
Customer Relationship Management *Manufacturing/Supply chain *Conflict Resolution Training
Client Relations & Satisfaction *Process Development *Risk Assessment
Heather, I always enjoy talking to you! I appreciate your assistance in everything. You are definitely someone who makes us feel, as a customer we are valued. I will take your advice on the matters we discussed. As always, I appreciate the accountability!
Ed Kim, City of San Jose, Enterprise Technology Manager-Network/Security-
01/2015 to Current
Service ManagerALORICA Dedicated Universal AT&T － Omaha, NE
A key customer advocate that is an effective communicator.
That collaborates with different external and internal groups and understands, anticipates, and manages the needs of the Next Generation clients from a macro, micro, current, and future perspective.
Impact: Uncovered sales upgrades that resulted in $245,000 revenue growth.
The ability to actively listen, elicit information, comprehend customer issue at the same time escalating and driving a process for resolution for maintenance, billing and product installment issues and deliverables.
Identify risks, plan project contingency, response strategies, contingency plans to best complete project with the most optimal outcome for customer.
Review and analyze customers products and services to optimize organization overall health by preparing rate, data, redundancy and billing presentations to internal and external contacts.
Instrumental in planning and executing innovative business strategies to achieve objectives for business improvement by proposing implementation of customer facing software platforms such as Order Status Manager, Business Direct and Premier.
Develops business cases, investigates projects alternative approaches.
Define client needs by identifying project objective and benefits.
Resolve project conflicts by identifying bottlenecks and reviewing them with sales, provisioning and maintenance departments to determine an issue resolution plan while setting new expectations with the customer.
Prepares and presents comprehensive quarterly status reports such as PowerPoint Stewardships and Customer Service Guides that demonstrate milestones.
Ability to develop strong business relationships quickly using excellent interpersonal, influencing and communication skills.
Empowered with strong emotional maturity, professionalism, business and technical acumen.
06/2012 to 01/2014
Assistant ManagerWalgreen － Tucson, AZ
As a team member that understood the customer experience is extremely important, and companies that actively listen to customers and implement customers feedback gain completive advantage and an increase market share.
I was able to delivery outstanding monthly metrics by nurturing relationships and going the extra mile to foster an environment that values customers.
By being open and honest about company's prices and business terms and being consistent.
These key factors helped compel the customers to remain loyal to the company, even if competitors offered a better price or product.
Impact: I was promoted within 6 weeks and was responsible for increasing the customer Survey satisfaction program by 35%.
Addressed and resolved customer's inquiries and concerns with pricing and perception of pricing.
Product returns and inventory issues.
Insurance and prescription topics.
Reorganized the sales floor to new plan and design to meet company's demands.
Understood, instructed and implemented all store's opening and closing procedures with employees.
Developed a safe and clean store environment and published evacuation routes; determined and documented locations of potentially dangerous materials and chemicals Prepared and managed retail inventory reports by collecting, analyzing, and summarizing information.
09/2009 to 05/2011
Positive Action FacilitatorAshland Park Robbins elementary school － Omaha, NE
Intervention specialist with an overabundance of enthusiasm and positive attuditue was extremely successful engaging students and helping them overcome academically and behavioral issues in collaboration with other school personnel and parents.
Impact: Created and taught an after school yearbook program with (30) 4, 5 and 6 grades.
Organized and fundraised for a wrestling feeder program for 17 students through Omaha South high school.
Influenced, negotiated and raised fees through community businesses that afforded 200 students to attend various drama, academic, cultural and sports camps.
Coordinated meetings with principal, teachers, parents and students addressing behavioral issues and academic concerns.
Designed weekly lessons plans focused on age and level-appropriate materials concerning individual's issues.
Stimulated growth of self-concept with students by building a trusting and honest relationship.
Counseled students in grades K through 8, using solution-focused and person-centered approaches, to addressing issues such as academic performance, social skills, self-esteem, and attendance.
Advised and assisted numerous students in short-term crisis situations such as bullying, friendship issues, conflict resolution, and classroom behavior issues.
Advised and assisted numerous students in short-term crisis situations such as bullying, friendship issues, Capable of handling multiple projects and people concurrently.
The ability to work with people from all ethnic, social, religious and economically backgrounds.
Demonstrated competence and pose in professional and social setting with the ability to think quickly and create many innovative ideas.
01/2005 to 01/2011
Owner and Project ManagerWe've Got Game Magazine － Omaha, NE
A Project Manager that successfully orchestrated and launched a high school athletic magazine.
Responsible for concepts, content and covers as well as budgeting, forecasting and coordination between clients, subjects, print and web components.
Impact: Developed and produced a high school athletic publication.
The tabloid size magazine featured sports, band, cheer leading and dance teams.
Instrumental in high school students receiving scholarships to college.
Cultivated effective client management that is relationship and results driven, with the ability to understand business strategies and to recommend changes and efficiencies.
Gain commitment to decisions and approaches by promoting open dialog between stakeholders.
Present complex issues clearly.
Proactively communicate potential issues.
Adapt communication style to each situation Identify risk controls, contingency plans.
Develop a risk management plan and apply risks to cost and time estimates.
Monitor and proactively manage risk.
Track and report risks according to the risk management plan.
Prepared client presentations, including advertising schedules, rate quotes, and layout and contract proposals.
Managed all aspects of development including design, planning, art directions, editorial, lettering and press approval.
Grew market share by 30% yearly by utilizing market trends, social media platforms, industry shifts, client retention strategy and generate referrals from existing clients.
01/1994 to 01/2004
Owner and Project ManagerFinished Business － Omaha, NE
Enthusiastic results driven oriented individual that grew a startup business by fostering an environment in which customers always received the highest levels of services with competive rates and quick turnaround time.
Impact: A self-starter that grew a profitable company from home-based to a 60,000 feet warehouse location, serviced over 150 customers ranging from small businesses to fortune 500 companies.
Focused on innovative customer service satisfaction while maintained the integrity of organizations goal.
Highly persuasion individual with the skills to build rapport quickly using trust, honesty, professionalism, positivity and thinking out of the box.
Develop procurement requirements and regulations.
Identify short lists of preferred suppliers.
Conduct proposal assessments and select proposals.
Approve subcontractors and manage vendor relationships and terms of contracts.
Monitor and report vendor performance including cost, schedule, scope, quality.
Meet or exceed stakeholder needs by developed organizational awareness and communicating realities to achieve project goals.
Influence decision makers to clear project issues and roadblocks.
Build and maintained a network of alliances to achieve project goals to aid in resolving issues and conflicts.
Define project tasks and deliverables, time, cost and resource estimates that are presented to client.
Prepared project budgets and cash flow forecasts charts while managed project cash flow Managed projects from logistics, inventory, hand or automatic fulliment, packaging, timeframe, and delivery to end user.
Analyzed and tracked each project and provided recommendations to enhance the performance or share cost-reduction strategies with customer.
Bachelor of Science: Human Resources ManagementBellevue University － BellevueHuman Resources Management
Associate Degree: General StudiesMetro Community CollegeGeneral Studies
Certificate in Mandt Training, Conflict Resolution
Omaha Public School
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Companies Worked For:
ALORICA Dedicated Universal AT&T
Ashland Park Robbins elementary school
We've Got Game Magazine
Metro Community College
Job Titles Held:
Positive Action Facilitator
Owner and Project Manager
Bachelor of Science : Human Resources Management Associate Degree : General Studies Certificate in Mandt Training, Conflict Resolution
Omaha Public School
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