Customer Service Manager

Davina M. Collins

***** ******** ****** ********, ** 20166

**************@*******.*** 703-***-****

Business Development Manager

Experienced professional with proven success in e-commerce and consumer wireless communications environments. Strong ability to build and lead teams that meet and exceed established goals and expectations. Expertise in developing and executing strategic plans that increase business efficiencies. Project Management Professional certification candidate with strong ability to oversee assignments from concept to completion ensuring on-time, on-budget, and on-target delivery.

CORE COMPETENCIES

New Product Development Client Relations Program/Project Management

Team Leadership Staff Training and Development Solutions Advice Cost Reduction

Resource Management Strategic Planning and Analysis Quality Assurance and Control

Relationship Management Strategy Development/Launch Process Improvement Vendor Relations

Online Marketing Sales Leadership Service Delivery Quantitative Analysis

EXPERIENCES AND ACHIEVEMENTS

DIMENSION DATA, Centreville, VA 2015-2016

CLM Project Manager

Responsible for client retention, satisfaction, and revenue growth for assigned accounts. Provided solutions-based consultation by maintaining a deep knowledge of client’s organization and the internal organization’s systems and services. Served as the initial point of contact for clients providing updates on all new offerings, communicating new processes or features, and assuring the client achieved the company’s value proposition.

Proactively managed a base of existing accounts and was responsible for defending revenue and driving allegiance within those accounts through understanding a clients business needs, issues, strategies and priorities.

Coordinated all internal resources necessary to ensure any client issues were resolved efficiently and effectively.

Acquired and integrated industry knowledge related to general trends, emerging technologies & competitors.

SPRINT/NEXTEL CORPORATION, Reston, VA 2003-2015

Indirect eCommerce Sales Business Development Manager 2008-2015

Directed daily account management tasks for Amazon.com, AAFES, Let’s Talk, Simplexity, and PageMaster. Collaborated with internal staff in marketing, legal, credit and activations, finance and commissions, care and IT groups to promote increased channel metrics from order submission to satisfied customer. Communicated and educated end users on marketing and channel services.

Secured and maintained relationships with executives with premier online authorized monthly website reviews to understand existing campaign performance and potential changes to increase sales. Representatives representing 75% of 350,000+ channel subscriber base, 90% of monthly gross ads and 25% of consumer virtual business monthly gross adds.

Supervised complete OAR launch of Newegg.com, Actify, Campaign Tel, Microsoft, Page Master, AAFES, and Simply Wireless.

Increased online sales by more than 200% by developing new sales programs.

Decreased channel customer turnover by more than 47%.

Discovered and established four new eCommerce distribution partners.

National Retail Program Manager 2006-2008

Served as subject matter expert on daily operations and program management for national retailers featuring 10,000+ doors and 7 national/regional partners. Supervised 14-person cross-functional team that merged sales reporting between Sprint and Best Buy. Liaised between national retailers and additional company functional teams. Oversaw vendors including designing fresh initiatives and daily programs.

Collaborated with nationwide vendor/internal IT, business operations, training, and sales teams to successfully launch new order entry application with national retailers including RadioShack, Best Buy, Costco, and Home Depot representing approximately 7,500 doors.

Directed process improvement surrounding management of dealer on- and off-boarding representing legal, technical, and financial cross functional teams.

Retail Operations Manager 2003-2006

Directed daily operations and program management for Nextel Corporate owned stores including more than 1,000 doors. Led team of six direct reports and aided field operations. Designed and preserved program reports for field and senior leadership. Created coaching and career development initiative for direct reports and staff.

Determined policies for continuing retail process improvement.

Helped integrate activities tied to merger/transition from Nextel to Sprint.

Managed disaster recovery efforts for all Corporate owned stores.

AMERICAN COUNSELING ASSOCIATION (Non-Profit), Alexandria, VA 2001 to 2003

Member Services Manager

Administered daily tasks and schedules for team of eight people. Helped increase and sustain qualified member network. Devised procedure to assure members received on-time and on-target services. Aided in development, testing, and launch of new member services database. Developed basic operating procedures for support staff.

Recommended and executed strategy to create more efficient/cost operational cost reductions.

Administered quality work checks by studying calls to ensure integrity, reduce errors, and monitor operative performance.

Analyzed personnel performance, defined training requirements, and revised working aids related to routine duties.

Prepared center reports by charting statistics, user rates, and performance levels.

ADDITIONAL PROFESSIONAL EXPERIENCE

Senior Call Center Manager, Customer Service, NEW Customer Service Companies, Great Falls, MT

Project Manager, Price Interactive, Reston, VA

Customer Service Manager (Call Center), NEW Customer Service Companies, Sterling, VA

EDUCATION

Bachelor of Science in Interdisciplinary Studies,

Norfolk State University, Norfolk, VA, 2004

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