SUMMARY:

• Communications professional with over 15 years of experience in personnel management, customer satisfaction, marketing and operations. Creative, adaptable and analytical mindset with proven success in efficiency and innovation.

TECHNICAL SKILLS:

• Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.) - Adobe Creative Suite - Various Databases, Survey Applications & CRMs - Website Management - QuickBooks - QuarkXpress - Workforce Management

PROFESSIONAL EXPERIENCE:

Confidential - Charlotte, NC

Manager

Responsibilities:

• Management of teh Business Resource Center, which provides litigation and administrative support to all attorneys and staff in 23 offices.
• Oversight of 28 Specialists and Supervisors across 3 shifts and 4 offices.
• Accomplish results by managing workload, communicating expectations, planning, monitoring, coaching and counseling of all BRC employees.
• Liaises with project teams to collectively identify problem resolution strategies and ensures issue resolution/escalation processes are followed to maintain projects on target schedules.
• Enforce systems, policies, procedures and productivity standards.
• Creates and maintains change requests, inclusive of all supporting documentation and ensures all change requests are closed out with appropriate statuses.
• Change Manager also performing roles of Change Coordinator, Change Evaluator, and Change Analyst to support change enablement activities for normal, agile/standard, emergency and latent changes.
• Responsible for communication with clients and resolution and escalation of issues and solutions.
• Perform HR functions, including interviewing, hiring, onboarding, and development of staff.

Key Skills: Personnel Management - HR Functions - Communication - Process Improvement - Change Management - Customer Service - Project Management - Collaboration - Problem Solving

Confidential - Charlotte, NC

Change Manager

Responsibilities:

• Responsible for generating customer leads and closing business for residential solar installations throughout teh Carolinas.
• Additional responsibilities include maintaining a robust sales pipeline, cultivating impactful vendor relationships and meeting project timelines while monitoring industry trends for business development and researching strategies to address performance gaps.
• Dedicated resource to oversee teh integration and flow of development, testing, deployment, and support
• Developed, implemented, and supported change control processes for data migration strategies, disaster recovery, enterprise change control, upgrade planning, downtime planning, and go-live planning
• Performed architectural duties to halp identify, create, and implement processes or products to efficiently manage teh release of code.
• Optimized efforts of technical resources and strengthened multinational Change Coordinator team performance.
• Tracked software defects, issues, risks, software change requests, new development requests, deployment and general development tasks.
• Successfully collaborated with management on company-wide software development and data migration.

Key Skills: Marketing - Customer Service - Vendor Relations - Project Management - Data Migration - Software Testing, Development & Implementation - Team Building - Quality Assurance - Time Management

Confidential - Miami, FL

Manager

Responsibilities:

• Spearheaded firm-wide projects, including teh successful implementation of a streamlined trial exhibit tracking process and user interface, resulting in time savings and improved data quality for trial teams.
• Additional s included facilitating teh conversion from paper to electronic document filing and improving database management strategies, which reduced labor and storage costs and provided a more efficient document retrieval process.
• Optimized efforts of technical resources and strengthened multinational Change Coordinator team performance.
• Facilitated communications between and gained consensus from IT teams. Collaborated with IT partners and business stakeholders regarding change management and championed policy / procedure compliance utilizing SharePoint.
• Presented processes and value to teams. Coordinated tasks among IT resources, management, and customers.
• Conducted weekly meetings facilitating discussions and evaluation of proposed changes.
• Maintained online change calendar and coordinated events with enterprise business calendar; ensured communication with all business stakeholders.
• Tracked all IT production changes and reported on completion rate, success rate, resources required, and production outages.
• Provided appropriate data to external audit company. Utilized BMC (Remedy) Service Management tool and Change Management methodologies to support Change function.
• Conducted complex data quality checks, which resulted in more consistent and reliable reporting.
• Additionally, developed improved internal communications and conducted continuous on all databases, web applications, and Microsoft products.

Key Skills: Database Administration - Data Analyses & Reporting - Process Improvement - Change Management - & Development - Collaboration - Project Management - Communication - Safety & Health - Trial Support - Volunteer Service

Confidential - Miami, FL

Managing Partner & VP

Responsibilities:

• Responsible for business development and client and vendor relations.
• Created and managed company website, emails, online networking accounts, and databases.
• Designed and produced all online and print marketing, stationary, packaging, and product labels.
• Set up and maintained bookkeeping and reporting in QuickBooks.
• Fulfilled all import/export documentation and delivery of products for global distribution.
• Researched products and executed bids for government requests.

Key Skills: Business Development - Marketing - Customer Service - Import/Export - Logistics - Vendor Relations

Confidential - Miami, FL

Senior Survey Specialist

Responsibilities:

• Managed a team of up to 12 surveyors and gatheird teh data collected to prepare reports on improvement plans and business continuity recommendations for clients.
• Successfully implemented mobile-based surveys to enhance data gathering methods and provide real-time data for immediate service recovery efforts.
• Continually assisted CEO with pricing structures and cost-reduction strategies for all survey related projects, maximizing profit margins.

Key Skills: Personnel Management - Survey, Database & Website Administration - Data Analyses, Reporting & Presenting - HR Functions - Communication - Client & Vendor Relations - Process Improvement - Change Management - Marketing - Project Management - Collaboration - Team Building - Problem Solving

Confidential - Miami, FL

Operations R&D Assistant

Responsibilities:

• Digitally produced graphics and content for teh BKC Operations Manual, including manager’s guides, upcoming promotions, routine updates, and maintained historical index and log.
• Compiled survey results for restaurant managers and developed all summary reports and presentations.
• Trained and oversaw new data collectors and assisted with on-site, restaurant time-studies.
• Provided assistance with ad hoc projects.

Key Skills: Desktop Publishing - Graphic Design - Collaboration - Research & Development - Marketing - Quality Assurance - Survey Administration & Reporting - Food Safety - - Communication