Manager Management
Resume:
Robert James Sturtevant Jr.
Texarkana, TX 75501
ac3h09@r.postjobfree.com
OBJECTIVE
To have a positive impact on the success of the team and company I represent, promote a productive and energetic work environment, while proactively utilizing my management and people skills.
EDUCATION
1998 - 2001 - Wayland Baptist University, Anchorage
1987-1991-West Anchorage High School, Anchorage
EMPLOYMENT
Harte Hanks (Texarkana, TX) May 2015 – Present
Position: Sr. Operations Manager
Responsibilities: Performs extensive levels of managing operational performance against client requirements. Responsible for influencing departmental strategy and managing the daily operations of the department business area by anticipating, guiding development of, and implementing required systems, procedures and programs to consistently meet standards for quality, productivity and customer satisfaction. Regular supervision is exercised over Team Leads, Supervisors, and Operations Managers. Select and maintain a competent, motivated and qualified staff of Supervisors, Quality Analysts and Team Members to meet and exceed client expectations. Manage the hiring process, training, coaching, counseling, performance management, motivating, quality, reports and agent retention for assigned accounts.
Xerox (Kent, WA) October 2013 – March 2015
Position: Strategic Business Unit Manager
Responsibilities: Oversaw and managed the operations of an outsourced business unit with overall responsibility for the account (i.e. service delivery, sales, operations, IT, HR, facilities) from both an internal and client-facing perspective. Team size ranges from 45 to 80 based on seasonality in support of a leading cruise retailer. This senior manager position required strong technical, communication and management skills and extensive experience in managing the call center operations of a sales-centric business; managed a site and provided direct support for managers and supervisors, and indirect support for agents in a 24x7 operation; included profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business unit; and provides budget analysis, labor planning, problem resolution and coordination of activities between client and company personnel. In this role, I typically utilized management skills more than technical skills. This position required a firm grasp on call center workforce management principles and practices and manages the client relationship and ensures customer satisfaction and attainment of contracted call center and sales (inbound and outbound) metrics.
Xerox (Federal Way, WA October 2008 – October 2013
Position: Operation’s Manager
Responsibilities: Plans, manages, and controls the day-to day activities of a team that provides operational support for a business unit or group in a non-manufacturing environment; Maintains a proactive focus on the following: Establishes operational objectives and work plans, and delegates assignments to subordinate managers; Develops systems and services that support Xerox and business unit needs; provides leadership and focus in area of expertise; Responsible for achieving measurable results on time and on budget; Develop and subsequently implement new projects, policies and procedures for the department(s) to meet specific goals; Formulates and implements procedures on operational processes; ensures operations' effective achievement of objectives; Prepares related reports and audits current procedures to monitor efficiency of operations; Ensures that business practices are performed in accordance with Xerox policy, procedure and applicable federal, state, and local laws and regulations; Ensures employee conformance to established policies and practices; Selects, develops, and evaluates personnel ensuring efficient operation of the function.
General Communications, Inc. (Anchorage, AK) October 1999 - June 2008
Position: Consumer Services Lead
Responsibilities: Customer relations; account review and maintenance; in-depth knowledge of all product lines and computer applications necessary for account creation and maintenance, services, policies, and guidelines; assist customer service representatives in all product lines; leadership and management, oversee the daily operations of two call centers consisting of more than 200 employees.
OTHER EXPERIENCE
Randy Sams’ Outreach Shelter (Texarkana, TX) August 2015 – Present
Position: Board of Directors
Responsibilities: Ensure the program and facilities are managed successfully, ensure the organization is financially viable, and advocate for the staff and residents. The Randy Sams’ Outreach Shelter opened on January 6, 1996, and now averages between 80 and 85 guests per night. To date, the RSOS has transitioned over 1000 clients to permanent housing from the RSOS and over 12,000 community clients have received utility assistance, rental assistance and food baskets.
Boy/Cub Scouts of America (Texarkana, TX) October 2015 – Present
Position: Den Leader, Associate Scout Master Troop/Pack 1149 and Troop/Pack 102
Responsibilities: Develop weekly and monthly lesson plans to ensure each child is advancing individually and as a team. Scouting is an ongoing adventure that teaches a powerful set of real-life skills and develops fundamental qualities that help young people and develop the future leaders of our communities
McLaughlin Youth Correctional Center (Anchorage, AK) June 1995 – June 2008
Position: Volunteer Minister, Mentor, Counselor
Responsibilities: Human relations with residents and staff, organization with other volunteers, ministering and public speaking.
Anchorage Rescue Mission (Anchorage, AK) March 1994 – June 2008
Position: Volunteer Minister and Counselor
Responsibilities: Human relations with residents and staff; leadership and organization of other volunteers, ministering, and public speaking.
Endorsements:
Vendor Management, Team Building, Human Resources, Process Improvement, Workforce Management, Cross-functional Team Leadership/Development, Six Sigma (MSI), P&L Management, Change Management, Performance Reporting Management, Conflict Resolution, Mentoring, Business Analysis, Program Management.
Proficiencies:
Proficient in Microsoft Office applications (Excel, Word, PowerPoint, etc.), Sabre, Kenan, OneSource, Avaya, Five9, Prism, NICE, Internet (web content navigation and search), confident with all modern office machines, equipment, and communications systems.
References:
Brian Clement Sam Bennett
ac3h09@r.postjobfree.com ac3h09@r.postjobfree.com
Anthony Escobar Don Willis
ac3h09@r.postjobfree.com ac3h09@r.postjobfree.com
James Tyson Zac Stone
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