Project Management Customer Service
Resume:
Orazo Naavra
770-***-**** • *************@*****.*** • Buford, GA 30024
Sound vision with exacting, meticulous and effectual execution! Driven leader with 23 years of experience in business planning and oversight. Expert at coordinating executive, managerial and programmatic activities, creating policies and governing dynamics. Outgoing and enthusiastic leader able to manage and motivate various types of employees. The task and burden of great leaders and/or effective leadership is to creatively, thoughtfully and cautiously curate one's life experiences, educational achievements, failures and triumphs so as to architect a winning disposition, cannon of influence and/or generate a system to inspire others, create strong networks and/or to assemble outstanding and proficient teams capable of making even the most difficult and/or ostensibly impossible task not only possible but certain and successful. Teams that make dreams reality, produce winning services and products that enhance and change lives! The leader, though valuable is not the central focus, the strength of the team as a whole will determine the outcome of any mission. Any service or product or program whose central focus, tenant or goal is not building people is futile and doomed to fail. If you build THEM, not it, THEY will come and REVENUE will come with THEM! This is EFFECTIVE leadership, it begins with the employees and extends to the customer, a culture of excellence, caring, progress and productivity! That's my belief, that's what I will build and that's what SUCCESS demands! Summary
Profit and loss accountability
Financial administration
Goal setting
Building Effective Relationships
Schedule management
MS Office
Recruiting and Hiring
Inventory Management
Fundraising
Communication Skills
Strategic Planning
Customer retention
Sound judgment
Supervision and training
Employee development
Purchasing and planning
Sales
Marketing
Project Management
Policy/program development
Economics
Performance improvements
Sales Strategy
Trend forecasting
Customer Service
Cross-functional team management
Quality Assurance
Listening
Team building
Cost analysis and savings
Problem Solving
Project Management
Research
Compensation/benefits administration
Administrative support
Vendor Relations
Creativity
Skills
01/2019 - Current
Executive Vice President, Hope House Children And Family Services, Atlanta, GA
My job in this amazing and meaningful position was in many respects as much a ministry as it was an intense and highly complicated symphonic task, involving the coordination of multiple Experience
programs and services to provide a comprehensive service to meet the needs of young children up to 18 with shelter primarily but as we house them to provide a plethora of information and programs to encourage his/her development into a viable and responsible member of society. 01/2005 - Current
Executive Director of Operations and Creative Dire, Grey Matter Marketing Inc. And PCH, Atlanta, GA
My responsibilities include but are not limited to the orchestration, and management of a diverse creative team, tasked with the responsibility of devising a comprehensive strategy to clearly define the brand, corporate and global identity of a client with relation to it's target market and/or field of influence. Field of Influence being key since one of the greatest dilemmas is in fact helping the controlling members, management and/or executive structure to define this Influence outside of the limited field of View as is often conveyed by a product centered model! The product is simply a result, construct or even byproduct of the vision, deep rooted core values, models of service and an abiding understanding of the root provisions, service, need or problem solved for the customer. Maslow's Hierarchy of Order clearly defines perceived needs as having the strongest psychological and behavioral influence on the populous or people at large and good marketing taps into this endless resource and gives the customer a sense of importance, ultimate significance and satiety with respect to the need or problem at hand. In this capacity I have boosted customer retention and loyalty, expanded contract procurement by 65%, increased net revenues by 110% and helped are clients see incremental growth by better than 3% quarterly consistently over the term of contract or until maturity of Cultivated and maintained industry relationships and customer partnerships to capitalize on opportunities and maximize business success.
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Attended various meetings, trade shows and conferences and represented company at events.
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Implemented organization's overall mission and vision and assessed employees' job satisfaction in workplace.
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Monitored business trend forecasts and adjusted budgets and operational plans to maximize growth and opportunities.
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Promoted company public profile by delivering speeches, writing articles and presenting at industry conferences as public face of organization.
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• Organized and oversaw capital improvement projects to maintain business viability.
• Revitalized business plans and realigned company objectives to increase overall profits.
• Collaborated with team in interviewing and nomination of departmental managers process. Implemented company's distribution and import initiatives, administering contracts and engaging partners to significantly maximize profit margins.
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Oversaw strategic business decision-making to develop, enhance and enforce business mission.
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Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
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Recruited and hired talented professionals with drive and dynamic skills to build success within organization.
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Devised strategic improvements to resolve issues and spearhead necessary operational updates.
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Established new workflow and employee training processes to improve operational efficiency.
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Created and implemented marketing campaigns and directory services to help clients capitalize on new media and Internet advertising opportunities.
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• Executed on-time, under-budget project management to adhere to project road map.
• Implemented strategic offerings to enhance company's suite of products and services.
• Improved profitability by accurately maintaining P&L to meet prime fiscal responsibility.
• Increased company revenue by $250000 within first year. contract! This percentage has been far greater in some cases but is highly commensurate depending on the metrics, norms and/or analytics provided by the customer and his/her internal expectations. I would like to point out that I ended my tenure as the on hand Marketing Services Director in December of 2018. I left to become the Executive Vice President for Hope House Children and Family Services. I remain the Chairman of the board at Grey Matter Firm and am overseeing a sweeping reorganization and rebranding campaign. 09/2002 - 11/2004
Store Manager, Rentway, Tallahassee, FL
Shared mission of organization with public through successful community outreach and marketing strategies.
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• Planned and implemented strategies to increase funding through various approaches. Cultivated and maintained industry relationships and customer partnerships to capitalize on opportunities and maximize business success.
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• Improved training to reduce knowledge gaps and eliminate performance roadblocks.
• Strengthened company business by leading implementation of new projects and procedures. Built referral pipeline by remaining active with community and establishing referral networks and resources.
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• Recruited, hired and trained employees on operations and performance expectations. Cultivated positive corporate image by developing partnerships with media, business and community groups.
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Orchestrated successful team and customer events to drive engagement, satisfaction and loyalty.
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Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
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Oversaw strategic business decision-making to develop, enhance and enforce business mission.
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Recruited and hired talented professionals with drive and dynamic skills to build success within organization.
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Devised strategic improvements to resolve issues and spearhead necessary operational updates.
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• Formulated and launched marketing and promotional campaigns to maximize profits.
• Developed and maintained strong business relationships between departments. Designed, managed and maintained company website by writing content, directing video designs and designing email, HTML and in-text email promotions.
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• Executed on-time, under-budget project management to adhere to project road map.
• Interfaced with clients to discuss budget allocation to determine project scope.
• Fostered collaboration and development of new practices by business leaders. Oversaw technological improvements, successfully reducing waste and eliminating business bottlenecks.
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Exceeded sales goals through upselling and cross-selling within existing client base as well as strategically attracting new business.
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Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
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Processed daily paperwork, balanced register drawers, produced staffing schedules and prepared deposits.
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• Managed inventory tracking and physical inventory counts to minimize loss. Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
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Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
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• Oversaw inventory management through cycle counts, audits and shrinkage control.
• Resolved customer problems by investigating issues, answering questions and building 08/2001 - 05/2002
Teacher, Capital City Preparatory, Tallahassee, FL 06/1998 - 05/2001
Instrumentation and Telemetry E-3, US Air Force, Biloxi, MS rapport.
• Strengthened work flow productivity by hiring, managing and developing top talent. Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
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• Prioritized sanitation, safety and health standards in work areas to meet OSHA requirements. Improved store status by implementing process improvements and identifying performance gaps for corrective action.
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Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
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• Corrected operational discrepancies by developing and executing process improvements.
• Diminished total loss by 35% by implementing effective operational improvements. Boosted sales by 70% by cultivating customer rapport and delivering superior customer service.
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• Developed and implemented lesson plans based on curriculum objectives.
• Assessed student performance through tests, quizzes, and other assessments.
• Provided individualized instruction to meet the needs of all students. Instructed students in academic subjects such as math, science, language arts, social studies, and history.
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• Encouraged critical thinking skills and problem-solving strategies among students.
• Maintained a safe and orderly learning environment for all students.
• Monitored student behavior in classrooms, hallways, cafeteria, playgrounds. Established positive relationships with parents to ensure effective communication regarding student progress and well-being.
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• Utilized technology-based learning tools to enhance classroom instruction. Collaborated with colleagues to plan lessons that integrate various subject areas into a cohesive unit of study.
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• Incorporated instructional best practices such as differentiated instruction into lesson plans. Planned field trips to enrich students' educational experiences outside of the traditional classroom setting.
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Integrated educational software programs into daily lesson plans to enhance student learning outcomes.
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• Supervised after school activities such as clubs or sports teams. Enforced school rules and regulations in order to maintain an appropriate learning environment for all students.
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Prepared weekly newsletters for parents outlining upcoming assignments or events at school.
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Participated in professional development workshops related to teaching methods or curriculum changes.
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• Organized parent conferences throughout the year to discuss student progress.
• Supervised students throughout day, both in classroom and outside during breaks.
• Differentiated instruction according to student skill level. Performed site evaluations, customer surveys and team audits as part of quality assurance program.
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Conducted outreach to local community leaders and progressive organizations and assisted with local and regional on-site events.
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• Created agenda, materials and communications for team meetings.
• Developed and implemented instrumentation and control systems to ensure efficient 03/1997 - 05/1998
Senior Account Manager, Champion Rentals, Tallahassee, FL 06/1996 - 02/1997
Account Manager, Rent A Center, Tallahassee, FL
operation of process equipment.
• Performed testing, calibration, installation and troubleshooting of various instruments.
• Executed preventive maintenance activities for all instrumentation and control systems. Reviewed engineering drawings and specifications for accuracy prior to implementation of new systems.
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Generated technical reports documenting design calculations, test results, and project progress.
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Provided technical support in the form of guidance, advice and training on instrumentation and controls projects.
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Created functional designs that comply with applicable codes, standards, regulations and customer requirements.
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Programmed PLCs using ladder logic diagrams or other programming tools as required by the project.
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Researched and secured new accounts within assigned territory to increase sales and profitability.
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Worked closely with executive team to outline company goals and transfer goals to accountholders.
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• Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
• Established and enforced sales goals to boost team success. Communicated with clients via email, phone, online presentations, screen-share and in-person meetings.
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• Reached out to accounts measuring satisfaction and increased revenue.
• Input customer order details into system, accepted payments and updated accounts. Trained and supported junior account management professionals to increase company revenue.
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• Negotiated contracts, closed agreements and supported sales team in new product launches. Verified and posted all accounting entries with software to maintain timely, accurate input of all information in accounting system.
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• Gave extensive support to key accounts in sales, technical and business areas. Developed productive relationships with business representatives and consulted closely to uncover needs and match available solutions.
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• Partnered cross-functionally to identify marketing opportunities to support brand objectives. Oversaw production of advertising copy, including preparing scripts, reviewing proofs and editing layouts.
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Created, implemented and reported performance of numerous campaigns to enhance brand awareness and drive profits.
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Developed relationships with rental clients and provided individualized customer service to maintain longevity of accounts.
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Grew company revenue by 15% and recovered previous year losses by rebuilding customer loyalty.
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Generated new accounts by implementing effective networking and content marketing strategies.
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Led sales process for clients in development, implementation and direction of concepts and solutions.
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• Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
• Deescalated customer issues and concerns with prompt follow-thru.
• Optimized revenue levels by developing engaging promotional programs. 05/1995 - 06/1996
Cashier, McDonald's Restaurant, Birmingham, AL
02/1995 - 06/1996
Mental Health Specialist, Hillcrest Hospital, Birmingham, AL Increased yearly sales by 15% to over 30 by cultivating successful customer relations and efficiently resolving service requests.
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Oversaw collection efforts to resolve escalating credits by extensive, persistent and thoughtful collection strategies
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• Operated cash register, collected payments and provided accurate change.
• Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
• Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
• Worked closely with front-end staff to assist customers.
• Adhered to HIPAA confidentiality requirements by safeguarding files.
• Created client treatment plans based on assessments and goals.
• Interviewed clients to gather data of social and psychiatric relevance. 05/1996
Bachelor Of Science, Mechanical Engineering
UAB, Birmingham, AL
06/2001
Bachelor Of Science, Mechanical Engineering
NMSU, Alamogordo, NM
06/2001
Associate Of Applied Science, Information Technology And Organizational Behavior Community College Of The Air Force, Montgomery, AL Doctor Of Natural Path
Clayton School Of Natural Health, Birmingham, AL
05/1999
Ph.D., Doctor of Natural Pathology
Clayton School Of Natural Health, Birmingham, AL
Education And
Training
National Honor Society
Presidential Scholar
Dean's List
Student Ambassador
Engineering Honor Society
Activities And
Honors
To all those who find it not robbery to peruse this brief chronicle of my experience, I welcome you to a general synopsis of my outlook on life, with respect to my experience and life works. The Lion sleeps somewhere between 16 and 18 hours a day and then hunts within the vicinity of 2 to 4 hours. The Lion rises each day with the knowledge that his success rate is meager at best if not down right abysmal. Showing commitment with odds of failure, and a kill success Additional
Information
rate of 1 in 5, but having the belief that one of my attempts will be fruitful, this is a special trait and one that winners possess. Winning is just as predictable as failure and should not be understated, we win or lose according to our thinking, the device of self discipline and the conundrum of positive thinking and determination. In spite of all of this we still call the lion king, it's not because of he's the biggest, the strongest, nor the fastest, it's his attitude! Attitude is the key to altitude, just like honor is the key to access. I consider myself a working testimony, and as we all do I have areas needing polish and growth but through God's grace, I have achieved great exploits. Having overcome years of abuse in childhood and terminal illness at 13, I know the art and the conundrum of overcoming impossible odds and adversity, but not only overcoming, THRIVING and winning! This has inspired me in all I do to not just seek a job, but an opportunity to do something great, unique and challenging, but more importantly to enhance the lives of others with my sphere of influence. Our goal must be nothing less than excellence in each task that we are entrusted, Dr. King spoke that if it falls our lot to be a street sweeper, sweep streets like Micheal Angelo painted paintings, sweep streets like Beethoven conducted music, sweep streets like Leontyne Price sang at the Metropolitan Opera. The delineation of this is the notion that there is no task too large or too small, greatness is a fundamental quality, translatable to any experience or task. The dilemma is to overcome ourselves and the internal conflict so as to seek perfection and find purpose in whatever we do. That's the belief that I bring with me! I'm not looking for a job, I'm seeking an opportunity to make a difference and to restore waste places and change lives. Thanks! Peace and blessings
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