Manager

Eric C. McDonald 302-***-****

** ********** **, ****** ** 19713 ****.**********@*****.***

Summary:

Experienced manager with the ability to liaise between multiple clients and remote service delivery groups spread across several sites. Combining excellent problem solving and people management skills with the ability to bridge the gap between technology and business groups; resulting in high customer satisfaction, lower costs, and high team morale.

Experience:

Deer Park Tavern

Manager

Newark, DE

Responsibilities:

Managed a staff of 85 employees to ensure a highly satisfying customer experience

Interviewing and hiring of wait staff and floor men

Handled daily cash receipts and deposits of approx. $200K/month

Eight years of additional experience as a server/ bartender in casual and fine dining establishments

Brandywine Business Advisory

Marketing Manager

Wilmington, DE

Brandywine Business Advisory specializes in implementing strategies to increase revenue and profitability of small/medium offshore companies in the Business Process Outsourcing industry.

Our purpose is to partner with the executive management of our clients to deliver value by implementing their sales and marketing strategies to ensure sustainable short and long-term growth.

Selected Results:

Managed LinkedIn Sale Navigator to reach the small and medium BPO service provides to sell Brandywines’ marketing and sales services.

Averaged 54% response rate of targeted clients resulting in setting up in person and telephones meetings for the CEO.

Managed lead generation partner and trained partner’s project manager to set up appointments for India based small and medium businesses.

JP Morgan Chase

Business Analyst Card Business Engineering -

Translating business needs into project documentation for Card projects with an IT impact.

Responsibilities:

Created project charters through elicitation sessions with business stakeholders

Wrote business requirements based upon high level scope items from project charter to detail business needs to IT.

Entered and maintained project data in Blueprint program, a single source of current project specifications.

Performed peer quality reviews of projects under control of other team members to ensure completeness and quality.

Sykes Enterprises ( http://www.sykes.com )

Manager Client Services Data Management Division

Wilmington, DE

Responsibilities:

Single point of contact for multiple Fortune 100 clients providing total annual revenues of approximately $6 million dollars.

Liaise between client and offshore operations teams, to ensure all contracted service levels, in regards to workflow turnaround time and quality, were consistently met or exceeded.

Managed a team of four Sr. Operations Managers in offshore locations, with a span of control of 500 FTEs.

New business onboarding including training material collection, production site preparation, knowledge transfer organization, ramp up metrics and timelines.

Reported directly to SVP/GM of division:

o Provided solution development and pricing for new opportunities.

o Budgeting, forecasting, invoicing, and management financial reporting.

o Developed quarterly business reviews with existing clients as well as presentations to prospective clients.

Accomplishments:

Developed an Excel based complex pricing model, allowing for simpler pricing calculations with inclusion of all critical cost factors.

Developed an Excel based daily revenue report for tracking month-to-date revenue per project versus forecast, used for management reporting.

SourceHOV (https://www.exelatech.com/)

Project Manager

Wilmington, DE

Responsibilities:

Interacted with clients to ensure integrity and receipt of data files.

Managed and trained scanning staff.

Monitored image transmissions to near shore production sites.

Processed data files to ensure all quality checks were passed.

Education:

Wilmington University – B.S. Organizational Management

Skills and Competencies:

Advanced Excel skills

Proficient Word & PowerPoint skills

Excellent oral and written skills

Excellent LinkedIn Sales Navigator skills

Certifications:

Lean Six Sigma Yellow Belt

Scrum Fundamentals

Contact this candidate