Customer Service Project Manager

BRENDA S. ECHOLS

**** ******** ***** ** 561-***-**** (C)

Acworth, GA 30101 ******.*.******@*****.***

Business Professional with extensive experience leading and managing diverse territories of various sizes, and complex projects within multiple markets and with remote teams. Major strengths in analyzing and solving complex challenges, strategic and critical thinking and planning capabilities, organized and detail-oriented. Excellent written and verbal communication skills, including effective training and presentations. Understanding of strategic planning, direct response marketing, loyalty and retention programs and resource processes. Solid relationship building skills with internal and external customers. Enthusiastic and motivated to excel in all areas.

KEY ATTRIBUTES

Management/Leadership

Analyzing Challenges

Identify/Build/Retain Teams

Develop Strategic Plans

Training/Scheduling

Business & Finance

Budgeting

Corp/Federal Regulations

Project Management

Ops Implementation/Execution

Customer Service

HR/Payroll

Federal/State Tax & Tax Law

Sales Tax and Revenue Reporting

Franchising

Contract/Lease Development

Advertising

Inventory Management

Team Building

Process/Project Management

Conflict Resolution

Strategic problem-solving

Technology

Networking (LAN/WAN)

Network Technologies

Hardware Maintenance

Workstation Imaging

Onsite/Remote Tech support

Software/Printer installation

Memory/PC upgrades

Troubleshooting and Support

Database Management

Database Processing

System Analysis & Design

Data Mining / Warehousing

IT Project Management

Incident/Disaster Recovery Plans

Remote Access

Budgeting/Mapping Software

ADP & Enterprise Payroll Programs

Desktop Publishing & Photoshop

Various Executive Dashboards

Data Analysis

Information Security

Sys/App/Programs/Languages

MS Office (incl. Project, Access, and Visio)

QuickBooks / Quicken

Windows XP / 7 / 8.1

Visual Studio

Visual Basic

RDBMS

Object Oriented Programming

C++

ASP.NET

PHP / HTML

Web Scripting/Design

MySQL

SQL Plus

SQL Developer

SQL Server 2012

Java

Website Development

Data query / extract

Oracle

Kompozer

ACCOMPLISHMENTS

Analyzed daily operations by reviewing business growth, P&L, clients served, customer service satisfaction and products and services offered for H&R Block. The ongoing analysis resulted in the region performing in the top 5% in client satisfaction, quality assurance, and profitability over eight years.

Identified 7 new franchise territories and business owners for H&R Block in five under-served markets by guiding the owners through the steps of owning a franchise, including completing the Uniform Franchise Offering Circulars (UFOC), meeting financial requirements, writing a business plan, determining location viability and training owners. Monitored the progress of each franchise, audited the businesses to ensure confidentiality, complied with state and federal laws and regulations as well as company policies and procedures and offered on-going support. The result of on-going analysis and support allowed all franchisees to be successful.

Developed state-wide curriculum which was used to train new managers and assistant managers for H&R Block. The training included budgeting, financial analysis, daily processes, policies and procedures, performance evaluations and state and federal laws and regulations. The curriculum was adopted by several regions.

Honored with the “Top Performance” for business growth, profitability and client satisfaction for H&R Block.

Built and maintained strong relationships with H&R Block and business partners, including Sears, K-Mart, Wal-Mart, Publix and numerous malls and retail shopping centers that helped increase client accessibility and annual revenue by 10%.

Represented New York Life Insurance Company by teaching financial skills, including budgeting, insurance and banking services, credit use and financial planning to high school students in the Junior Achievement program.

Mentored a local female business owner at the Women’s Business Center by recommending sound business practices on banking and insurance services and daily operations which helped improve processes, efficiencies and profitability.

Served as a Liaison between Corporate Entity and Field Staff; Managing Credentials and Compliance Standards of associates based on government requirements

PROFESSIONAL EXPERIENCE

Progressive Improvements Inc.

Assistant to Project Manager (hotel renovation) 2013 – 2016

Kennesaw, GA

Project management and administrative duties of renovation projects as well as renovation tasks assigned by project manager. Involved with ordering, receiving and maintaining warehouse inventories.

2009 – 2013

Area Manager – South FL Tri-county area

Managed all Company-owned tax offices in South Florida; responsible for budget obligations, recruiting, hiring, training and oversight of people, places and operational processes. Directly responsible for area Marketing and community outreach, as well as collaboration with community business leaders and corporate executives, to implement and guide taxpayer involvement. Focus on customer relations and business development.

2008 – 2009

Registered Representative, Jacksonville, FL

Credentials achieved in Series 6, 63, Long-Term Care and financial products. Interviewed hundreds of potential clients in order to develop tailor-made insurance and financial plans to provide individuals and families with security and protection. Developed client portfolios to ensure sustainability and growth to meet financial goals. Worked with the Chamber of Commerce and business leaders to develop corporate relationships. Vital role in public speaking and finance management. Maintained direct interaction with, and solicitation of, corporate executives and leadership.

1991 – 2008

Jacksonville and West Palm Beach, FL

Columbus and Valdosta, GA

Gadsden, AL

Career Progression:

Regional Director 2005 – 2008

Assistant Regional Director 2000 – 2005

District Manager / Franchise Director 1991 – 2000

Promoted to lead 13 districts, including 25 district and assistant district-level managers in 195 offices and 28 franchise locations with 1,500 employees. Responsible for $2 million annual budgets and managing the profitability and success of each office by hiring, training and evaluating the performance of the managers and regional support staff. Worked closely with associates to understand clients’ needs to improve processes and add products and services.

1984 - 1991

Administrative Assistant and Scheduler

Responsible for multiple roles within non-profit organization that provided a cadre of socialization and daily-living skills for mentally handicapped adults. Acted as the Community and Volunteer liaison to support customized fundraising plans and volunteer programs. Worked directly with facility Director with regard to client care, training, instruction, and contract management with government agencies. Held direct responsibility for client Medical Records and scheduling, and caregiver/instructor staffing. Healthcare terminology was used in managing medical and psychological records.

Calhoun-Clay-Cleburne Adult Education Program 1980 - 1984

Secretary to ABE Coordinator

Responsible for multiple roles within non-profit organization, with extensive involvement in government regulations. Scheduled classes via coordination with public facilities and schools. Managed record keeping with respect to federal regulations and privacy policies.

EDUCATION

Project Management Professional September, 2016

In Progress (to complete this fall)

Bachelor’s Program in Database Administration July, 2015

Palm Beach State College

Dean’s List & Phi Theta Kappa Member

Associates Degree in Arts June, 2012

Palm Beach State College

Dean’s List & Phi Theta Kappa Member

Associates of Science Degree in Business Management Jan, 2012

Palm Beach State College

Dean’s List & Phi Theta Kappa Member

ADDITIONAL SKILLS

Visionary leader in strategic operations

Excellent Verbal and Written Communication Skills

Mastery of Essential General Office Procedures and Typing speed of 70/wpm

Extensively proficient in Microsoft Excel, Word, and PowerPoint

Experienced in extracting and compiling technical and statistical data, spreadsheets, and graphs

Professional Presentations and Meeting Material Development

Summer internship in medical billing

Certification in Series 6, 63, and Long Term Care Insurances Vehicles

LICENSES

Series 6 Securities License, Financial Industry Regulatory Authority

Series 63 Securities Law Certification, Financial Industry Regulatory Authority

ERO, Electronic Return Originator having passed IRS and FBI Screening Process

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