Summary of Qualifications

Goal-driven, performance-focused, and highly strategic professional, offering proven leadership skills, encompassing business operations and management, staff training and supervision, customer service, and client retention.

Skilled in work scheduling and allocations, financial and budget administration, procedure and policy development and implementation, and goal setting.

Expert in human resource functions such as employee selection, performance evaluation, and compensation administration, and education and career development.

Equipped with proven ability to analyze an organization’s management procedures; identify potential opportunities; and develop operational solutions to increase revenue.

Articulate communicator, with strong capability to cultivate positive rapport with individuals of diverse cultural backgrounds

Summary of Relevant Experience

Business Operations and Management

Provided expert management to various business and human resource functions such as hiring and terminating employees

Offered key insights to all financial decisions for the business by formulating impactful plans for business growth

Steered key efforts in dealing with global support issues in Asia and Europe, as well as in surpassing established service level agreements

Organized and facilitated regular meetings with representatives from other business units to discuss technology issues and outstanding problems

Created and presented reports for statistical purposes and efficiently handle problems

Designed and established policies and procedures for the support desk

Rendered effectual support to all strategic business units encompassing 3,800 users

Substantially contributed in employee selection, ongoing performance management, compensation administration, education and development, goal setting, and team-building activities

Maximized the use of Lucent Call Tracking Software for the improvement of help desk functionality

Administered finances within the budget for seamless and cost-effective call center operations

Team Training, Supervision, and Collaboration

Directed a team of 64 technical analysts from an operations and support perspective

Streamlined services and executed best practices processes in close coordination with Goldman Sachs' service delivery managers

Supported the professional and technical development of team leaders to allow them to set technical goals, including training and leading team members to deliver quality support

Assumed full accountability in scheduling and allocating daily work

Carried out performance appraisals and career development

Led credit card help desk comprised of 15 employees, while retaining day-to-day operations and overseeing internet operations for online banking

Exemplified leadership skills in training new personnel in manufacturing process

Performed other functions such as allocating work to the staff, interacting with customer at point-of-sale, and testing and inspecting all manufactured parts

Mentored personnel in all phases of quality assurance and quality control

Customer Service Client Acquisition and Retention

Prospected and acquired new customers by organizing and executing strategic advertisements

Cultivated and maintained active communication to 240 regular customers

Handled and processed customer requests for the SSI program as well as social security problems

Technical Support

Designed and implemented a new system to address defects and accomplish a zero defect criteria

Growth and Development Impacts

Achieved yearly sales of up to $1M a year

Garnered multiple customer service and sales awards for exceeding goals from the home office

Earned recognition from the company president with two outstanding achievement awards for manufacturing improvements

Devised and an introduced two new tooling processes that led to seamless manufacturing operations

Work Chronology

Maid Brigade of Suffolk, Suffolk, NY, USA

Owner/Operator, Residential and Commercial Cleaning Franchise 2005–Present

United States Marine Corps, Various US Locations; Okinawa, Japan

Business Administration, Honorable Discharge

Security Administration, Riverhead, NY, USA

Claims Representative

AlphaNet Solutions, Cedar Knolls, NJ, USA

Technology Manager, Goldman Sachs

Chase Bank, Lake Success, NY, USA

Technology Officer

Symbol Technologies, Bohemia, NY, USA

Manufacturing Test Associate

Numex/Byrne Industries, Hauppauge, NY, USA

Quality Control Manager

Education

Bachelor of Science in Business Administration, Minor in Business Management GPA: 3.8

Columbia State University – Metairie, LA

Activities

Cleaning For A Reason.Org

Technical Acumen

Microsoft Office Suite (Outlook) Windows (95, 98, and 2000) NT Novell Netview AS400 FDR

SMART Lotus Notes ACD Systems Mondex VRU Systems Symon Clarify HelpQ LAN/WAN Lucent

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