Project Manager Customer Service

THERESA C. BONE

Phone: 678-***-**** **** Strathmore Drive

Email: *******.****@*****.*** Cumming, GA 30041

SUMMARY

To positively contribute to a dynamic organization by utilizing my extensive managerial background that

emphasizes strategic planning, creative leadership, and strong written and interpersonal communication

skills, preferably in a senior citizen care facility.

PROFESSIONAL EXPERIENCE

24 HOUR FITNESS, Carlsbad, California 2002 - 2009

Procurement Manager

Strategic Sourcing:

Directed in-house strategic sourcing efforts as a key member of a select team of sourcing specialists

to reduce spend in excess of $10M across all 24 Hour Fitness Club locations.

Managed entire sourcing process, from opportunity assessment through full implementation, for

multiple spend categories, including Office Supply, Print, Promotional, Marketing, and IT.

Administrative Management:

Worked with V.P. of Procurement to establish a new centralized buying organization. Trained

Department Heads, Requisitioners, and Buyers on the new procure-to-pay (PTP) process, ensuring

the company was compliant with Sarbanes Oxley (SOX) requirements.

Re-designed key business processes to avoid costs while improving service and quality to all key

stakeholders through the reduction of match exceptions, impaired payments to suppliers, and end-to-

end cycle time.

Initiated, managed, and administered national vendor contracts.

Senior Project Manager - Communications

Began career at 24 Hour Fitness as the Call Center Supervisor in 2002 and was then transferred into a

training capacity to head up a major software implementation for 12 months. Transferred to Club Operations

to manage field communications for two and a half years. Transferred into the Procurement Department for

approximately four years and was laid off in January 2009 along with 25% of all corporate staff.

Communication Publications: Developed several venues of communication for the filed while in Club

Operations, including the following:

Communication in a Box (CIAB): Included all monthly club initiatives from corporate, which alleviated

excessive individual emails to the clubs. With all action items compiled in the CIAB, it greatly

improved execution by the club managers and their teams.

Club Operations Planner: Included all routine daily tasks and meetings for club managers.

Club Manager Weekly Playbook: An e-agenda with action items geared to reinforce CIAB initiatives.

Divisional managers used Playbook to facilitate weekly conference calls with Club Managers.

MT Toolbox: An e-publication sent to Maintenance Techs to inform them of key club initiatives.

SIMON: Developed an on-line policy and procedure system using RoboHelp for over 400 clubs to access

via the Intranet. They previously used an 800 page paper Reference Guide. SIMON eliminated the need

for costly updates and inconsistencies in the execution of the procedures.

Promoted Consistent Companywide Communication: Encouraged the Fitness and Production Teams

to align with Club Operations and utilize a monthly communication similar to the CIAB. They now have

the Fitness Game Plan (FGP) and Production in a Box (PIAB), which align with the CIAB.

E-Learning: Developed e-learning training programs for Oracle 11i and Membership Management

implementation for all corporate employees. Saved company thousands of dollars and training hours, as

well as provided a consistent means of delivery using computer based training (CBT).

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THERESA C. BONE

Phone: 678-***-**** 2655 Strathmore Drive

Email: *******.****@*****.*** Cumming, GA 30041

MIDLAND CREDIT MANAGEMENT, INC., San Diego, California 1999 - 2002

Instructional Designer

Designed, developed, and delivered training companywide in multiple locations.

Company Communication: Created, edited, and wrote for company newsletter, MCM Chronicle.

Coaching: Created publication, P athfinder, to coach and develop front line managers.

Training: Designed, developed, and delivered training, including management improvement,

technological enhancements, software applications, product knowledge, etc.

Recruiting: Facilitated panel interviews to hire new Account Managers and conducted new- hire

orientation for employees, which included company policies, benefits, and expectations.

WEGMANS FOOD MARKETS, Rochester, New York 1998 - 1999

Management Intern

Temporarily worked in Produce Department as a management intern until moving back to California.

Marketing: Developed strategic marketing plans with new initiatives to increase sales/profitability.

Savings: Raised awareness of excessive shrinkage a nd implemented a plan which reduced the loss.

Vendor and Consumer Relations: Interacted with key vendors and consumers, and maintained close

relationships with internal customers.

P urchasing: S ent orders to corporate office to ensure store would maintain the proper food levels.

CAPITAL GROUP, Brea, California 1990 - 1997

Training Specialist II

Began as a Customer Service Phone Representative for one year, and was then transferred to, and

received three promotions in, the Training Department.

E ducation/Instruction: Designed, developed, and delivered training, including all aspects of servicing

stakeholders of the mutual funds the company offered.

Certifications: Attended, a nd became certified in, Expert On-the-Job Training, Effective Business

Writing, Instructional Developer, and Experiential learning programs.

EDUCATION

Master’s Degree, Leadership and Management: University of LaVerne, La Verne, California.

Graduate Seminar Paper: Paper suggested the University develop a newsletter, and send to

neighboring communities, to combat low visibility and increase enrollment. Intent of Newsletter was to

provide community with ideas for managers to bridge the gap between theory and practice, to increase

visibility, to build reputation, and to promote programs of the University.

Outcome: Upon proving theory, was asked to develop newsletter, Leadership in Action.

Developed and delivered New Student Orientation for the Leadership and Management degree program.

Bachelor’s Degree, Business Administration: University of LaVerne, La Verne, California.

Software Experience: Solid background in use of numerous applications; such as MS Office,

RapidBuilder, RoboHelp, Adobe Photoshop, SnagIt, etc.

AFFILIATIONS

Board Member for American Society for Training and Development (ASTD): San Diego, California.

Acted as CFO, President- Elect, President, and am now acting as a Past President.

Lead association of over 500 members and managed 40 volunteers who provided growth and

development opportunities to training professionals in San Diego.

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