Manager Project

Kelly Vicknair

**** ****** ******, ******, ** ***07

Cell: 720-***-**** Email: *****.********@*****.***

CAREER SUMMARY

Senior level executive with over fifteen year’s experience in client services and P&L management. Leader in

expansion and change management on large-scale operations. Highly valued for consistent ability to turn

money-losing units into profitable sites while maintaining or improving morale. Recognized for providing

quality resolution for internal and external customer satisfaction. Seeking a corporate culture where employees

at all levels, from the ground up, are valued, fully utilized, and developed.

EXPERTISE

• •

Operations Management Contract Negotiation/Implementation

• •

P&L Ownership Cross-Departmental Coordination

• •

Financials/Budgeting Staff Development

• •

Expansion and Change Management Client Engagement

EXPERIENCE

Xerox – Denver, CO 11/2006 - Present

VP OF OPERATIONS – responsible for operations, financials, and cross-departmental functions of multiple

domestic and international telecommunications sites

• Coordinate all aspects of Training, Quality, Work Force Management, IT, and Facilities

• Maintain daily client contact to address quality assessments, new business negotiations, and customer

care initiatives

• Lead expansion planning and on-boarding of new contracts

• Key modeler in contract negotiations

• 100% Profit/Loss ownership

• Responsible for $60M in annual revenues

• Supervisor for 9 direct reports (5 General Managers, Project Manager, Worforce Manager, and 2

offshore team leads) and 2600 indirect reports

• Converted money losing site ($375K quarterly loss average) to profitable ($150K quarterly profit) in 90

days

GENERAL MANAGER - managed all aspects of 500+ FTE call center operations

• Created and met monthly, quarterly, and annual P&L forecasts and budgets

• Revised and created new profitability and efficiency policies

• Reduced monthly penalty average from 9% to 1%

• Modified training program resulting in additional $70K to monthly profit margins

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TIAA-CREF – Charlotte, NC 3/2006 –

10/2006

SENIOR FINANCIAL CONSULTANT – managed individual retirement accounts savings plans in an

annuity environment

• Responsible for client retention and increasing assets under management

• Reviewed client accounts for strategy and development of up-sale opportunity

• Provided Senior Executives with detail analysis

• Resolved complex investment issues for all levels of personal/business finance

• Average client holding between $500K-$1M

American Express Financial Advisors – Baton Rouge, LA 3/2003 – 2/2006

SENIOR FINANCIAL ADVISOR/PRIVATE BRANCH OPERATIONS MANAGER – responsible for

branch growth through acquisition of individualprivate and public market sector accounts • Developed and maintained high net-worth customer portfolios including SEP, 401(k), and Educational

Planning

• Initiated daily trades according to client needs and as related to their specific goals

• Conducted quarterly/annual client and staff meetings for quality measures

• Key facilitator of new business recruitment and client retention efforts

FINANCIAL ADVISOR COACH

• Coached and developed new-hires

• Coached and assisted team members to achieve business objectives

• Created weekly agenda for each new hire regarding time management and initiative

Nextel Communications – Bremerton, WA 6/1999 – 10/2002

OPERATIONS MANAGER

• Increased service levels and productivity by identifying obstacles and employing creative techniques to

achieve desired results

• Motivated team to achieve highest Quality scores

• Lead SOP developer for training program

OPERATIONS SUPERVISOR

• Increased productivity, quality standards, and morale during outsourcing procedures

• Handled daily work flow operations, escalated issues, corporate metric objectives, and attendance

EDUCATION

Louisiana State University/Southeasternrn Louisiana University – BA in Chemistry and Microbiology (SLU)

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