SUMMARY:

• 20+ years of measurable management success from roles including, Global Management, Acquisitions Manager, Vendor Manager, Credit and Collections Specialist, Project Manager and Manager - Contract Manufacturing Business Manager.
• Collected $2M of mismanaged assets from a Contract Manufacturer for end-of-life secured assets.
• Saved $907,000 in cost savings through research efforts of overpayments to vendors.
• Spearheaded the development and implementation of custom reporting and documentation, removing barriers that prevented employees from succeeding in their roles.
• Saved $552K in capitalized monies through detailed research on several key projects.

PROFESSIONAL EXPERIENCE:

Confidential

Manager, Customer Relations

Responsibilities:

• Managed a third-party International Call Center, comprised of over 200 agents.
• Executed weekly meetings to offer feedback for areas of improvement which led to an increase in customer service satisfaction.
• Monitored and measured weekly/monthly/quarterly performance metrics for Call Center Agents and conducted weekly/monthly/quarterly reviews with Call Center Executives.
• Managed domestic Escalations team comprised of 24 agents.
• Led and advised customer escalations from senior management to effectively resolve issues for first call resolution.
• Served as liaison between district and store leaders to amicably resolve dispute resolutions with customers.

Confidential

Supervisor, Finance/Credit Service Center

Responsibilities:

• Managed a team of nine overnight Senior Customer Service Specialists as well as a Team Lead.
• Documented employee performance metrics and conducted one-on-one meetings with staff to improve performance and provide mentoring and coaching.
• Analyzed compliance reports for Operations Integration/Risk Management department to ensure employees were making accurate decisions in accordance with credit line increases, over limit approvals, etc.
• Optimized team’s mission to enhance performance in addition to identifying more complex fraud cases and handling written inquiries from customers.
• Successfully handled escalated customer issues with grace and ease while staying within company policies.

Confidential

Manager, Technical Assurance and Ordering

Responsibilities:

• Hit the ground running and managed the internal Order Entry team due to departmental reorganization.
• Managed a team of six Order Entry Specialists and worked with Local Exchange Carriers on national accounts
• Analyzed and researched customer billing disputes generated from Customer Care team and provided resolution.
• Successfully led special projects as Project Manager and consistently delivered high-yielding results. such as spearheading/managing an Operational and Ordering Task Force across cross-functional teams companywide to address and assist in solving operational issues.

Manager, Vendor Management

• Developed and upheld customer relationships with internal and external vendors and partners.
• Performed due-diligence regarding large installations as well as monitoring maintenance vendors’ work detail to ensure provisions were followed and in compliance.
• Performed and presented quarterly product/monetary forecasting for the largest vendors in addition to Accounting/Senior Management executives.
• Managed financial priorities of capitalized and expense projects and monitored purchase orders.
• Received, approved and processed invoices for payment to vendors and contractors.

Confidential

Materials Manager - Global Manufacturing/ Business Operations Manager - Global Manufacturing

Responsibilities:

• Collected $2M from a Contract Manufacturer for end-of-life secured assets that were mismanaged.
• Accurately managed monthly Reconciliation process for Smartcard/Chip sales and receipts, representing approximately $600M in sales, receipts, return-to-manufacturer activity, and in-transit activities.
• Managed a staff of six Program Managers in the area of Inventory Control, Credit/Collections, Order Management and any additional special projects.
• Successfully managed disposition of obsolete/excess inventory across multiple organizations.
• Presented recommendations for dispositioned inventory to Inventory Review Board and senior management.
• Managed fixed assets reporting process for testing equipment as well as additional contract manufacturer locations around the world which represented approximately $40M in capitalized assets.
• Oversaw ordering process of Smartcards/chips for contract manufacturers and worked cohesively with Supply Chain team in controlling inventory as it related to monthly forecast.