Customer Service Sales
Resume:
SHELLY BLACKWELL
Hot Springs, AR 71913
Phone: 225-***-****
Email: acbbaf@r.postjobfree.com
Summary
Project management, call center, back-office processing, manufacturing and service sector experience in private and public/not for profit organizations. Advanced customer service, supervision and management, manufacture and retail sales skills with strong work ethic and leadership ability with measurable results. Entrepreneurial background and out-of-the-box problem solving and change management experience. Ability to install proven management methods, systems, controls/evaluation, and employee incentives to maintain positive cash flow, control costs, and produce new levels of efficiency and effectiveness for the
organization. Strong communication, public speaking, presentation, training and development of training materials skills demonstrated.
Experience
SB Consulting, Technical Writer/Research Associate. May 2009 – Present
● Technical writing/qualitative and quantitative research including data analysis, data mining, surveys.
● Action research to establish best practice recommendations.
● Provides grant writing and other technical writing services.
● Formulates, tabulates, and analyzes complex data.
● Findings translated into viable recommendations in easily understood text, charts, and graphs.
Administrative Program Director III, Louisiana Office of Alcohol and Tobacco Control, Business
Development Unit. August 2012 - November 2013
● Directs business unit staff of 15 consisting of administrative, IT, telecommunication,
purchasing, time keeping, risk management, and tax analysts tasked with processing permits.
● Manages special projects across departments, IT initiatives, legislative reporting, and budget of over 7 million dollars.
● Implements management operating system for production/accountability including strategic planning,assignment/follow-up, reporting, and evaluation to ensure processing accuracy and quality assurance.
● Automated Responsible Vendor Program permitting system to create new levels of agency efficiency.
● Launched million dollar IT initiative to upgrade customer relationship management system.
Metrics:
● Increased efficiency by 66% in permit processing by decreasing the time it takes tax payers to receive permits from 12 days to 8.
● Initiated operational plan to increase efficiency by 62% in FY14 by reorganizing tasks and initiating new training/support program.
● Delivered completion of scanning project of 2.3 million documents in 25% less time than competitive bid and under budget.
Not-for-Profit Program Coordinator, Prevention Resource Center, Family Service Agency, Inc.
(Grantee), Arkansas Division of Behavioral Health (Grantor).
January 2011 – July 2012. Grant manager, support and technical advisor to coalitions, schools, and Courts to raise awareness for underage drinking, tobacco use, prescription and illicit drug abuse.
Accomplishments:
• Trainer for Court mandated programs: Garland County Juvenile Drug Court Team.
Provided technical information and support to address Synthetic Marijuana issues
and continuing education for CEU credit for lawyers, social workers, probation officers,
therapists, counselors, and school administrators.
• Drafted annual grant proposal to renew funding for regional Prevention Resource Center.
• Provided training for community norms and substance abuse to stakeholders including
government officials, public health workers, physicians, parents, non-profit board
members, civic group leaders, and law enforcement.
• Developed training materials to disseminate public health and epidemiological data as a
core focus of the position.
Sales & Marketing/Business Management, Director of Operations, SB Signature Spa, Inc. (Formerly The Alchemy), Hot Springs, AR. August 2000 – May 2008.
Accomplishments:
● Developed and implemented winning marketing plan for European Spa concept with 13 direct
reports and maintained high retail sales representing 87% of total sales.
● Developed wholesale/retail line of professional quality spa and personal care products including
packaging design and label statements for 70 house-brand products.
● Developed wholesale/trademark retail line of professional quality spa and skin care products.
Private Label Manufacturing/Product Development, Director of Operations, Alchemy Laboratories
July 1992 - May 2008.
Private label manufacturing product development for retail and professional personal care/skin care sector.
Accomplishments:
● Managed projects through inception, research and development, raw ingredient sourcing,
packaging/decoration, first run manufacturing, product launch/training, and full production stages.
● Coached clients through difficult business decisions required to navigate the private label process including market position and marketing message, packaging and decoration
procurement, label statements, development issues, product approval and
product launch.
● Managed liquid/gravity fill line for product manufacture and maintained raw ingredient/packing component inventory.
● Sourced raw ingredients for manufacturer’s line and coordinated customized packaging to client specifications.
● Supervised cosmetic chemist, compounder, filler operators, and worked as compounder for
research and development projects and short manufacturing runs.
Education
Master of Arts, Business Management and Leadership, Webster University, St. Louis, MO
Master’s Thesis: Synthesizing Approaches to Change Leadership
Bachelors of Arts, Sociology, Henderson State University, Arkadelphia, AR
Associate of Arts, National Park Community College, Hot Springs, AR
Systems
SPSS+ PC Software: Statistical Data Analysis for Windows; Microsoft Office 2010 Professional
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