I have established a reputation as a transformational leader who is driven by challenge, undeterred by obstacles, and committed to furthering standards of excellence. My expertise encompasses all... show more
I have established a reputation as a transformational leader who is driven by challenge, undeterred by obstacles, and committed to furthering standards of excellence. My expertise encompasses all aspects of management, from high-‐level communication and maximizing revenues, to harnessing team strengths to improve companywide performance.
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Oversaw operations and engaged in cross-functional management for 1800+ personnel comprised of
teams performing multiple content review and business process improvement operations for Facebook.
Managed multiple projects for VIP client which included performing risk management reviews, monitoring
operational performances and HR management issues.
Developed policies and programs to support client's business targets (KPI's) and Standard Operating
Procedures for overall business operation.
Directed HR activities to ensure top-notch hiring and on-boarding practices. Consistently drive initiatives
within Front Line management team and streamline service delivery.
Spearheaded process improvement projects for major client and achieved highest level of quality
performance (98%) while focusing on digital transformation.
Developed a staff of 18 front-line managers, 12 workforce manager, 10 training managers, 5 compliance
managers, and reorganized shift and staffing models to decrease analyst turnover by 35%.
Reduced operational costs by 35% resulting in cost savings of $220k in first year of client operations.
Drastically improved hiring practices through defining key indicators that aligned with staffing
objectives, reducing attrition rate to less than 10%, and restructured contractual obligations.
Managed sales operations for company of about 127 agents. Responsible for property appraisals via marketing
data trend analysis and local comparisons, overseeing client qualification process, and collaborating on mergers,
acquisitions and investment initiatives.
Successfully directed negotiations for Southwestern Bell/Ameritech acquisition.
Tactfully liaised between real estate property sellers and buyers to achieve positive outcomes.
Served as internal consultant for maximizing departmental performance in accounting, direct marketing,
vendor management and global customer service operations for Omnilife USA and Omnilife Mexico.
Oversaw bank reconciliations and cash management activities for Corporate Accounting and served as
Lead Analyst for special treasury and financial projects in the U.S. and Mexico.
Directed vendor management using SAP for e-commerce, telemarketing and accounts payable.
Led operational functions to achieve low cost results and meet continuous process improvement
Developed and implemented Standard Operating Procedures (SOPs) for company's US and Mexico-
based Customer Service department that improved retail sales by 15% and yielded increase of
Effectively managed and grew positive relationships with company's banking services, distribution
centers, merchant services, and credit management services.
Drove implementation and improvement of internal controls related to treasury, cash management,
and customer service, resulting in new call monitoring procedures for inbound and outbound teams.
Successfully headed investigations and project deliveries for company's revenue recovery department.
Oversaw high-end revenue-generating programs including overall budget and financial responsibilities for
22 states in four AT regions. Engaged in revenue audits to ensure 100% State and Federal compliance
on SOX and other statutory requirements.
Managed all functional activities for 80 Service and Billing agents and 8 Managers in Operations Center
overseeing customer service, order processing, billing, hiring, training, conflict resolution, program
management and process improvement.
Identified, recovered, and implemented billing process for AT's products and services, saving
company over $200 million in un-billable revenue.
Supervised 12 managers across AT's 22-state territory and 200 employees onsite in highly specialized
roles directing revenue-generating and revenue acquisition projects through completion, resulting in
billing recoveries in excess of $20 million per quarter for AT and subsidiaries.
Led company's wholesale operations through negotiations of State and Federal contracts supporting
long-term revenue recovery objectives and meeting contractual objectives for Legal, Finance, Marketing
and Contract Management.
Directed six Lead Project Managers and collaborated with cross-functional departments on projects
resulting in over $100 million in revenue recovery.
Directed high-end revenue generating programs in 5 AT Regions (22 states), by performing audits to ensure State and Federal compliance and governance guidelines aligned with AT's overall revenue recovery operations.
*Managed and coordinated departments to provide world class Customer Service through complaint tracking and resolution, service recovery and online portal communication.
*Directed AT's wholesale operations by negotiating State/Federal contracts to secure strong
business relationships and support Legal, Finance, Marketing, and Contract Management contractual objectives.
*Directed 6 Lead Project Management team members targeting top revenue generating programs, revenue leakage, 911
arbitrage, employee development, budgetary control, and $100M+ in revenue acquisitions and recovery.
*Responsible for execution of strategic plans, marketing of service lines, contract negotiations, and staff management
*Managed customer service operations for 80+ Service Representatives and 8 Managers in the Operations Center
overseeing order processing, billing, hiring, training, conflict resolution, and program management.
*Performed data mining, analysis, and reporting functions for 22-states using reporting tools such as Hyperion.
*Managed the development of automated processes for the delivery of analytics, reporting, workflow, and campaign
management, while overseeing new program launches for AT's VP of Operations
Managed a staff of 80 employees in Marketing, and Order Management that supported the Mary Kay global sales force.
*Executed new product launches driving recommendations, account governance, and sales.
*Managed the marketing for Mary Kay's new Daily Benefits Supplement product introduced nationwide May 1995.
*Developed a formal customer service training program for the Operations department.
*Completed RFPs and participated in Presentations for New Business opportunities.
*Recruited and hired management personnel and assisted HR in resolving employment variances.
*Participate in Human Resource consulting for FMLA, employee benefits, and hiring initiatives affecting my department.