Accomplished and energetic Senior Professional with more than 20 years of solid achievement in Sales, Customer Satisfaction and Human Resources. Motivated and performance-driven leader with strong organizational, customer service, and communication skills.

CAREER HIGHLIGHTS & ACHIEVEMENTS

Directed and coordinated all work activities for staff relating to performance management and analysis, goal creation, performance coaching and overall process improvement with a data-driven and objective leadership style

Administered payroll, incentive compensation, benefits, labor relations, employee relations, and performance management systems for staff groups of 10 to 400

Motivated leader with knack of nurturing and coaching teams in challenging, different, and diverse environments

Reliable judgment in finding practical solutions based in improving efficiencies and achieving greater customer satisfaction

Identified staff vacancies and recruited, interviewed, and selected applicants providing retention-oriented training and development skills

AREAS OF EXPERTISE

Personnel and Human Resources Office Leadership and Management Data Analytics and Reporting

Recruiting and Retention Operations Management Learning Strategies Performance Management

Talent Management HRIS system Management Change Management Process Improvement

CERTIFICATION

Senior Professional in Human Resources – May 2017

Human Resource Certification Institute

PROFESSIONAL ORGANIZATIONS

Mecklenburg County Board of Commissions Human Resource Advisory Board

Charlotte Area Society for Human Resources

National Association of African Americans in Human Resources

National Coalition of 100 Black Women

Alpha Kappa Alpha Sorority Incorporated Omega Tau Omega Chapter Board

EDUCATION

Master of Business Administration (MBA)

Davis School of Business, Jacksonville University, Jacksonville, Florida

Bachelor of Science (BS); Double majors in Business Administration and Management

Davis School of Business, Jacksonville University, Jacksonville, Florida

PROFESSIONAL EXPERIENCE

ITG Brands 2019 – Present

Direct to Consumer Organizational Change Leader Charlotte, North Carolina

Leading and implementing core change initiatives related to Customer services processes and technologies.

Driving adoption and proficiency of changes within the organization including 3rd party vendor

Developing short and long-term goals, KPIs, and objectives, and executing against annual operational plan.

Facilitate change management activities with cross-functional team members and stakeholders to understand and ensure adoption to the new ways of working.

Fontem Ventures 2016 – 2019

Customer Service Manager, Sales Operations USA Charlotte, North Carolina

Responsible for a $3 million-dollar budget management

Drove transformation of Customer Service Department into #1 performing department with success in Net Promoter Score and Customer Satisfaction

Ensured adequate training programs are in place to ensure the standards & procedures are embedded into the teams; Developed and implemented consumer service procedures for the US Call Center

Created new Key Performance Indicators, goals and incentives for multi-channel servicing

Designed, developed & implemented consumer service standards, aligned to company & brand values, ensuring agreed service levels are met and learnings adapted & adopted into process changes to meet agreed standards

Concentrix 2015 – 2016

Product Operations Manager Virtual

Led the day to day operations of the WAH Customer Service Team reflect Concentrix core values

Developed and documented WAH Standard Operating Procedures and delivered training to all remote Customer Service Representatives leads, as required

Maintained external relationships key stakeholders and liaise with other functional areas

Created new reports related to Operational performance driving key KPIs meeting the client’s SLA

Elite Continuing Education 2013 – 2015

Director of Operations – Continuing Education Ormond Beach, Florida

Directed operational management to a team of 20+ professionals within customer service, accounting/payroll, IT, Mailroom processing and correspondence design

Served as Human Resource manager responsible for recruiting, meeting regulatory requirements and risk issues

Managed all personnel (exempt and non-exempt), training, and labor relations activities of the organization; focused on defining and benchmarking performance against KPIs

Managed all strategic and financial planning responsibility of the office

American Express Analytics and Information Management 2011 – 2013

Performance Analytics Manager, Work @ Home Virtual / Jacksonville, Florida

Leadership role in business analysis with responsibility of managing a team of business analysts

Led the analysis and reporting of employee’s performance data against KPIs for over 2000 employees

Identified root-causes to performance issues and prepared solution-driven recommendations

American Express Centurion Travel Service 1999 – 2011

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