Management Manager
Resume:
Fay Bales
PO Box ****
La Jolla, Ca *****
******@*********.***
PROFILE: Senior leader with a proven track record of success in
developing and implementing innovative global strategies, assembling teams
and refining process to achieve organizational objectives. Experience in
all aspects of operation, financial management, people leadership and
client management. Ability to successfully handle multiple complex projects
under high pressure. Strengths lie in the ability to visualize, communicate
and apply creative strategies and practical solutions to business
situations and to organize and motivate a management team to achieve
desired results. Resourceful, adaptable, self directed and motivated.
Consistently recognized for creativity, adaptability, and attention to
detail. Expertise also includes:
Operation Mgt. People
Leadership. Call Center & Workflow Mgt
Financial Acumen Training
Workflow Management
SELECTED ACCOMPLISHMENTS:
Recognized for Outstanding Achievement receiving the following awards:
President's Club, Centurion Club and Leadership Excellence.
Serviced global fortune 100 companies by forging multi-level service
relationships to meet their needs and deliver on 100% of strategic goals.
Contributed to overall business growth through collaborative work internal
teams such as Risk Management, Finance and internal audit.
Successfully increased customer satisfaction while reducing operational
costs.
Guided local and remote leadership team through collaborative approach.
PROFESSIONAL
EXPERIENCE: TMSassist,
(April 2009 - Current)
President
Partnering with companies in managing all aspects of their Global Operation
Management programs. This includes global consolidation and integration
of cross-functional initiatives to create centralized process, strategic
sourcing, Personnel training, budgetary planning and workflow management.
American Express Business
_(1990-2009)
Director of Call Center Operation, San Antonio, TX (2008- 2009)
Managed all aspects of business operation and workforce management
including planning and forecasting, collaborative conflict management,
effective communication to front line as well as senior management. Also
responsible for developing and implementing business goals and policies,
project management, introducing strategies to create competitive advantage
through product differentiation and customer responsiveness.
Maximized customer satisfaction by identifying and creating ultimate
efficiencies enhancing customer call time.
Supported KPI by setting up effectual training programs to develop
employees' interpersonal skills and client handling abilities.
Championed changes in process techniques to enhance initialization of
strategic competence essential to new products and services.
General Manager - Client Services, Ca, AZ (2004-2008)
Designed, customized and managed all aspects of operation management to
align with company's goals and objectives.
Handled all aspects of managing client's RFP process.
Vendor negotiation and contracts.
Policy creation and monitoring.
Formal presentation to Sr. Management on regular basis.
Senior Area Manager, AMEX, Europe, Ltd. London, England (2003-2004)
Redesigned major call centers to improve operational capabilities and
productivity; increased customer satisfaction to 95% and maximized PTI.
Adapted to UK business culture receiving outstanding performance ratings.
Engaged customers with service center employees for a best-in-class rating.
Supported team to assure Counselor availability in tight market place.
Stabilized float team to support offices and improve user satisfaction.
Oversaw key leadership of large market account in leader's extended absence
Senior Area Manager, California and Arizona, (1990-2003)
Grew business through supporting the sales team in bringing on new business
and organic growth through delivery of outstanding customer service.
Business growth was double digit year after year.
Supported re-engineering team in identifying market opportunities within my
portfolio of offices and alter capacity according to business needs. There
were 5 offices closure and 2 relocations as result of these efforts.
Achieved highest percent ROR in US by consolidating document deliveries
Developed and engaged employees that were enthusiastic about changes
necessary to continually improve processes to deliver superior services;
resulted in region's performing at the top and won several company awards /
recognition
Carlson Wagonlit
(1983-1990)
Regional Director - Operation
Overall responsibility of all aspects of operation and human resources for
the 9 managers and staff in the offices in Southern California.
Supported Sales and Client Management team in expanding business.
Process improvement to delivery superior product and service.
Opened, consolidated, closed sire based on market need, revenue forecast
Earned company awards as result of overall performance
Business Incentive, Inc.
(1980-1983)
Incentive Group Coordinator
. Contract and pricing
negotiations for major fortune 100 companies
incentive and meeting trips.
. Site and pricing analysis to
include hotel and program selection.
. Special VIP handling of
incentive groups.
EDUCATION:MBA, Global Management, In progress/ GPA - 4.0
University of Phoenix, San Diego, Ca
Bachelor of Arts, Business Administration, Minors: Human Resources and
Marketing, Pahlavi University, Tehran, Iran
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