ROSALIE ELLIS PAYNE, D.B.A.

***** ** ** ****** ***** Gardens, FL 33056 786-***-**** acz95d@r.postjobfree.com

SENIOR-LEVEL BUSINESS & MANAGEMENT EXECUTIVE

Dynamic Corporate Strategy & Shareholder Value Expert

32+ years’ experience in Global Contact Sales, Human Resource, Training & Development and Quality Assurance

Proven ability to identify, develop, manage and analyze processes and measure performance. Internationally and domestically seasoned professional specializing in policy development, change management and implementing and designing specialized employee engagement programs. History of outstanding leadership and team building strengths; recognized for skillfully leveraging existing customer relationships with internal resources to facilitate business excellence and maintain competitive advantage.

CORE COMPETENCIES

Operational and Business Support Management

Policy Development

Change Management & Process Implementation

Quality Assurance and Service Observation

Deductive Reasoning

Family Medical Leave Act

Strategic Planning & Tactical Execution

Training, Mentoring & Team Building

Program and Project Management

Conflict Resolution

Customer Relationship Management

Time Management

Recruitment & Retention

professional experience

Senior Director, Human Resources- Carnival Cruise Lines ( 2013 - 2017)

Oversaw the functions and responsibilities of Human Resource Services, Employee Relations, and Employee Experience Management with emphasis on core functions such as: performance management; conflict resolution; training and development. Designed, developed, and evaluated initiatives that support organizational strategic goals; served as strategic partner; collaborated with management in driving positive change through compliance & processes.

Senior Director, Global Contact Center Operations – Carnival Cruise Line (2007 - 2013)

Promoted to Senior Director, Shared Resources as a result of improving sales conversions; Selected to oversee training and quality assurance. Charged with developing a centralized policy manual for all of the contact centers leading to improved performance and work output consistency.

Responsible for six direct reports; providing necessary support and resources enabling managers to execute organizational goals timely and efficiently.

Interfaced call recording system with evaluation process resulting in a savings of $200,000 annually leading to the reallocation of resources and staff redeployment as appropriate within the department.

Successfully improved quality assurance scores by 20% due to setting new service goals and standards implemented by way of newly developed forms, HR policies and cross training.

Developed new HR policies and standards for Sales and Service departments – enabling an improvement in employee attendance and reduction in employee turnover.

Tasked with providing training and support on various initiatives: core/service values; talent management; supervisory leadership training; and employee progression.

Created Carnival All Brands Shared Services Portal to share knowledge, processes and best practices throughout the organization. The All Brands Portal serves to increase employee development.

Created Carnival Experience Portal to identify customer satisfaction, analyze survey results and recognize employees for providing superior customer service. The Portal influenced increased positive customer service ratings.

Rebranded the quality assurance department to Quality Fun Support Services (QFSS) to align with Fun Lives Here culture initiative.

Introduced virtual and hybrid training program to enhance training efficiencies & improve customer experience.

Established management share point site for employee performance stats to ensure quality coaching and leadership initiatives were met.

Director, Training & Quality Assurance – Carnival Cruise Lines (1999-2007)

Appointed as Director of Training and Quality Assurance having shown outstanding leadership characteristics as Training & Development Manager for Carnival (1990-1999).

Oversaw initial inbound direct sales team; Recognized by department VP and senior level management for increasing sale conversions approximately 17% within first two years of holding position.

Vetted international companies for outsourcing business ventures and provided training and quality assurance support while recruiting, hiring and managing our individual reservations departments including 600+ call center employees ranging across two locations.

Successfully organized internship program and partnership with Miami-Dade County Travel & Tourism Board

Assessed existing HR policies, program processes and employee performance; provide recommendations to leadership for increasing output quality and engagement efforts.

Recognized for development and management of quantitative evaluation forms to improve customer experience and reviews.

EDUCATIONAL EXPERIENCE

Adjunct faculty – Florida Memorial University (1999 – 2013)

COURSEWORK OFFERED

Business Ethics & Society

Business Management

Business Organization

Principles of Management

Organizational Development

Human Resource Management

Strategic Management

Hotel, Travel & Tourism

EDUCATIONAL BACKGROUND

DOCTORATE DEGREE -BUSINESS ADMINSTRATION 1999

NOVA SOUTHEASTERN UNIVERSITY

Published Dissertation – job satisfaction & Work Motivation in the Cruise Industry

MASTER’S DEGREE –BUSINESS ADMINISTRATION 1986

ST. THOMAS UNIVERSITY

BACHELOR’S DEGREE – INDUSTRIAL TECHNOLOGY 1984

FLORIDA INTERNATIONAL UNIVERSITY

CERTIFICATIONS AND PROFESSIONAL AFFILIATIONS

American Society of Training and Development (ASTD)

Society of Consumer Affairs Professionals (SOCAP)

Society of Human Resource Management (SHRM)

Big Brother Big Sister of America (BBBS)

Commissioner Barbara Jordan’s Summer Youth Program

Honors and Awards

Named among 25 Most Influential & Prominent Black Women in Business Legacy Honors (2012)

Recognized as South Florida’s Top Black Corporate Executive (2011)

Ranked as Subject Matter Expert (SME) for Travel & Tourism by industry leadership

Eisenhower Fellowship – Keynote Speaker (2015)

“Making Strides: Advancing Women’s Leadership”

Black Enterprise - Panel Discussion (2016)

“Women of Power Summit - How to Build a Team”

ONYX Magazine - Keynote Speaker (2017)

“Women on the Move”

Recognized as The Network Journal’s “25 Influential Black Women in Business’’ (2017)

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