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Customer Service Management

Location:
United States
Posted:
December 10, 2018

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Resume:

Senior Level Operations Executive

Transformative Leadership, Operations Management, Process Improvement, Staff and Team Development

I am a tireless and creative operations professional with more than 25 years of leadership experience across a broad range of industries and environments. I have a proven track record of achieving outstanding results in non-profit, military and business organizations through the application of principled leadership, executive presence, sound judgement and integrity.

A persuasive and engaging public speaker, coach and mentor for staff and team development

A proven record of outstanding leadership under the most difficult conditions, motivating Soldiers, employees and volunteers to perform at their highest levels

Exceptional results in transformative leadership roles developing, growing and refining organizations

Achieved dramatic improvements across organizations through the development and leadership of cross functional teams including information technology, sales, customer service, operations and managers

EDUCATION

MBA - University of Texas – El Paso, TX – MBA (Cum laude) with a concentration in Finance

BSBA - University of Memphis - Memphis, TN - Bachelor of Science - Business Administration

AAS - Wentworth Institute of Technology - Boston, MA - Associates of Applied Science - Mechanical Drafting

WORK EXPERIENCE

VICE PRESIDENT and GENERAL MANAGER

October 2010 – Present

NewsBank, Inc.

El Paso, TX

Transformed the El Paso, TX Division from a minor 24 employee unit into the fastest growing and largest division of the company with a staff of 120 employees, 7 front line managers and a $6 million annual operating budget

Expanded digital production capacity by more than 1,700 % from 300,000 images per month to 5,500,000 images per month with a 400% increase in staff

Reduced Newspaper Archive production times by 90% from 45 days to 5 days

Developed and implemented the company’s first Business Process Management / Six Sigma initiative addressing production and transactional process improvements across the entire NewsBank organization

COMMANDING OFFICER

September 2009 – September 2010

D Troop 1/278th ACR TNANG

Joint Base Balad, Iraq

Awarded the Bronze Star for Meritorious Service and a Department of Defense Top Secret security clearance

Lead 128 Soldiers with $41 million of arms and equipment through a combat deployment to central Iraq.

Conducted more than 80 company missions providing convoy security throughout the theater of operations

Combined Soldiers from three different units and more than a dozen different roles into a single cohesive unit capable of conducting combat operations within three months of taking command

PRESIDENT AND FOUNDER

June 2004 – September 2009

Paper Trace, LLC

Memphis, TN

Founded and ran my own records management company for more than 6 years through one of the most difficult economic periods of our time. Growing a small start-up company to annual revenues of more than $1.2 million

Responsible for hiring, training and supervising more than 70 full time and seasonal staff working in offices in Memphis TN, Boston MA and multiple off-site locations

INVESTOR SERVICES DIRECTOR

May 1995 – May 2004

Southeastern Asset Management

Memphis, TN

Overall management of investor services provided to shareholders, financial institutions and financial professionals who invested in the Longleaf Partners Funds

Trained, developed and managed outside vendors and all client service functions including work management, cash processing, call center operations, tax reporting and print mail functions

Coordinated investor service functions with multiple company departments including accounting, compliance, securities trading, information technology, marketing and portfolio management

CALL CENTER SUPERVISOR

December 1991 – April 1995

Boston Financial Data Services

Quincy, MA

Winner of the President’s Award for outstanding performance

Lead the Call Center’s “Zero Defects” continuous improvement team

Supervised call center operations and more the 60 call center associates

Established new client service teams including conducting new representative training, organization of training materials, defining representative responsibilities and managing client relationships

MILITARY EXPERIENCE

Selected for early promotion to the rank of Major and currently assigned to the New Mexico Army National Guard as the Battalion Executive Officer for the 1-200 Infantry Battalion in Las Cruces, NM.

Combat Veteran of Operations Desert Shield / Desert Storm and Operation Iraqi Freedom

Graduate of the Tennessee Military Academy’s Officer Candidate School

Completed Army Corp of Engineers Officer Basic Course at Fort Leonard Wood, MO

Graduated from the Infantry Captain’s Career course at Fort Knox KY

MEMBERSHIPS AND COMMUNITY ACTIVITIES

American Management Association (AMA)

American Records Management Association (ARMA)

Association for Imaging and Information Management (AIIM)

Veterans of Foreign Wars (VFW)

National Guard Association

Event Chairperson, Alzheimer’s Association of Memphis

Event Chairperson, Arthritis Association of Memphis

Homeless Assistance Volunteer, El Paso TX



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