MICHAEL A. DE ROSA

*** ****** **** ****** *****, SC 29588

PHONE: 914-***-**** • E-MAIL: adet09@r.postjobfree.com

SUMMARY

A dynamic, business professional who excels in a transforming organization. A change agent with strong business acumen. Able to utilize a rich and diverse skill set to create and execute programs designed to attract, develop and retain top talent in a “best in class” environment.

PROFESSIONAL EXPERIENCE

Manager, Marketing Operations, Hilton Grand Vacations, Myrtle Beach, SC January, 2017 – Present

Support company operations by maintaining WFM, POS, Telecom, Office systems.

Provide administrative support to the Sr. Director of Marketing for the East Coast including budgeting, forecasting, scheduling meetings, travel and company events.

Coach and develop Marketing Agents to meet and or exceed KPI metrics, sales goals and adherence targets.

Created and Implemented South Carolina Marketing SharePoint page which increased efficiencies by 9% month over month and reduces errors by 28%.

Maintained office services by organizing office operations and procedures; preparing payroll; controlling correspondence; designing filing systems; reviewing and approving supply requisitions; assigning and monitoring clerical functions.

Provided historical reference by defining procedures for retention, protection, retrieval, transfer, and disposal of records.

Maintained office efficiency by planning and implementing office systems, layouts, and equipment procurement.

Designed and implemented office policies by establishing standards and procedures; measuring results against standards; making necessary adjustments.

Completed operational requirements by scheduling and assigning employees; following up on work results.

Employment Specialist, Avenues Coaching LLC., St. Petersburg, FL May, 2016 – January, 2017

Responsible for ensuring efficient and effective delivery of assistance and advice to clients who are eligible for Employment Services and assist clients to identify and achieve their employment/educational requirements.

In addition to the above, I am required to identify gaps and blocks in potential outcomes, work through an activity plan, and assess any underlying vulnerabilities that may be presented.

Using traditional Adult Learning styles combined with the candidate’s skill-set, I successfully places 12 clients in positions that have given them the ability to maintain gainful employment.

Business Services Manager, Laerdal Medical, Wappingers Falls, NY February, 2015- May, 2016

Restructured and reorganized the Business Services Department, which improved efficiencies by 27% and reduced error rates by 43%.

Supported Business Services for the U.S., Canada and Latin America, which generated sales of $20 million per month.

Rebranded the department thorough the creation of a robust training program, reorganization of resources and system enhancements to better serve our client base and increase efficiencies allowing my functionalities to take on “white-glove” or sensitive projects, which allowed our sales force to expand their client base increasing sales by 15% month over month.

Manage, lead and support daily activities of all 4 functions within my organization as well as supporting departments.

Supervisor, Risk & Compliance, Celgene Corporation, Berkeley Heights, NJ October, 2013- February, 2015

Developed and monitored all departmental KPI’s and individual goals to ensure all company assigned metrics were met or exceeded.

Responsible for process improvement management through the creation of an operational committee which reviewed best practices to ensure systems were being used in compliance with FDA and ISO regulations and to ensure SOP’s and Work-Practices were updated and published.

Created and maintained a CAPA process to ensure gaps in policies and system integration were

addressed, resolved and documented.

Managed all operating budgets for the U.S. REMS Organization.

General Manager, Bulls Head Inn (KCHT Restaurant Group), Campbell Hall, NY October, 2011- October, 2013

Designed and managed a restructure of the restaurant and kitchen-line to improve overall efficiency of front and back of house. These efforts resulted in reduction of overhead by 12% and increase customer satisfaction by 76% through NPS surveys.

Reorganized staff to optimize retention and reduce turnover by more than 75%. Conducted individual and team coaching and team building exercises to increase engagement.

Designed and implemented a community marketing plan, concierge incentive, and extraordinary customer loyalty programs which increased sales by 74.65%

Managed all aspects of event planning of 150+ person capacity including but not limited to vendor coordination, staffing, inventory preparation and client communication.

Supervisor Quality Operations, BGCO Operations, Verizon Wireless, Hanover, MD January, 2009-November, 2011

Liaison between Sales and IT to troubleshoot and resolve all system activation issues.

Directly supervised a team of 12 Coordinators and 2 Analysts.

Ensure all order and compliance commitments are fulfilled.

Identify and resolve any system, compliance or order flow issues that may arise.

Set-up and facilitated conference calls to ensure all business processes housed in the Wallingford BSC meet Verizon Wireless compliance standards.

Compiled and analyzed reporting for the Wallingford BSC to suggest and implement process improvements to improve efficiencies

Reviewed reporting for many processes followed such as the NE Area PDN, CLNR and OC&C reports, to ensure accurate processing and suggest improvements to better the employee and customer experience.

Maintain proper staffing to achieve a service level of 80% and a 24hour turn around commitment to the direct sales channel for order processing.

Troubleshoot and resolve any pending order issues for B2B and B2C sales channels.

Handle and resolve customer escalations to ensure both the customer as well as the company benefits from the resolution.

Senior Trainer, Area Operations/Financial Services, Verizon Wireless, Trevose, PA June, 2005-December, 2008

Lead the development and facilitation of the North East Area Training Guidelines for Production use.

NE AOC Lead for Work Force Developments National Curriculum Standardization project.

NE AOC Core Team Lead for the Curriculum Development and Implementation Team.

Identified and resolved process gaps through the use of Crystal, WFM and ECPD Reporting.

Conducted Management/Leadership training according to Center and Area needs.

Demonstrated effective professional Facilitator/Training Delivery techniques in all classes trained.

Enhance or developed training programs to increase the productivity of the Area Operations and Financial Services staff.

Carried out needs analyses as required in support of new center initiatives or in support of efforts to improve performance.

Proactively identified training needs and gaps to effectively limit any impacts on the business.

Conducted focus groups and/or surveys to collect data and continuously improve the impact of the NE Area Training and communications team.

Maintained an effective learning environment in the classroom, address student disciplinary problems or behaviors that would interfere with the learning of others.

Demonstrated effective Classroom Management skills through communication and student involvement.

Provided additional coaching and assistance to students experiencing learning issues through 1on1 coaching and development.

Created and updated new hire folders during New Hire Training.

Actively sought and suggested ways to lower costs but at the same time maintained the level of training quality needed to advance the trainees.

Created the North East Area Training and Communications Production Guidelines to ensure proper use of the production systems for training purposes.

Supervisor, Area Operations, Verizon Wireless, Wilmington, NC October, 2000-June, 2005

Handled all aspects of staffing for both AOC Processing and Activations Teams including but not limited to daily shifts, lunch/break schedules, rotating Saturday schedules, as well as a phone/order schedule for 150 representatives.

Head of the staffing team for the NE area Operations center, with the use of reporting tools made determinations for department expansions and eliminations in order in order to best address the needs of the business.

Facilitated monthly team meetings as well as weekly one-on-ones with my staff.

Liaison between Sales and IT to troubleshoot and resolve all system activation issues.

Directly supervised a team of 11 Coordinators and 1 Facilitator.

Ensure all order and compliance commitments are fulfilled.

Identify and resolve any system, morale, compliance or order flow issues that may arise.

Actively participate in national E-store center conference calls to ensure any internet/extranet issues are resolved in a timely manner.

Maintain proper staffing to achieve a service level of 80% and a 24hour turn around commitment to the direct sales channel for order processing.

Created and implemented a rotating phone schedule for 70 representatives.

Troubleshoot and resolve any pending order issues for B2B and B2C sales channels.

Handle and resolve customer escalations to ensure both the customer as well as the company benefits from the resolution.

Assisted in the relocation of all aspects of the NE area operations department.

Organized and conducted a 4-week training class for 29 new representatives.

EDUCATION/CERTIFICATION

Villanova University,

Lean Green Six Sigma Certification & Project Management (PMP) Certifications, November, 2014

Achieve Global,

Certified Master Trainer, July, 2011

Certification in GIFTED Training, January, 2010

Certification in Stellar Service for Trainers, January, 2008

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