Support Specialist Call Center

VALERIE JACKSON, MBA

Atlanta Metro Area Email: adtdwc@r.postjobfree.com Mobile: (C) 404-***-**** / (H) 678-***-****

A dynamic, detail-oriented, Business Manager with strengths in strategic procurement management, marketing initiatives innovator, and client-focused leader with over 35 years of cross-industry experience driving departmental efficiency and customer satisfaction through client interaction. Articulate communicator skilled at cultivating positive relationships with business partners, peers, and senior leadership. Proven trainer of multidisciplinary teams in line with aggressive performance metrics. Detail-oriented professional with extensive experience in project management, compiling data, preparing informational reports, and developing strategic action plans.

Areas of Expertise

Leadership & Team Development

Workflow Management

Strategic Plans of Action

MS Office Suite & QuickBooks

Quantitative Analysis

Credit Analysis

Budgeting & Project Management

Client Relations & Communication

Interpersonal Relationships

Data Analysis & Reporting

Qualitative Analysis

Credit Report Query

Sales & Marketing

Insurance Procedures

Business Development

Creative Problem Solving

Organizational Leadership

Duns & Bradstreet

Education & Training

Doctor of Business Administration, concentration in International Business, Walden University

MBA, concentrations in Project Management and Human Resources, Keller Graduate School of Management

National Society of Leadership and Success Honors Society, Keller Graduate School of Management

Bachelor of Science in Business Management, Shorter University, Duluth, GA,

Professional Experience

ONE SHOT COLLISION, LLC, Lithonia, GA 2007 – Present

Program Manager / Procurement Manager

Managed global/regional procurement initiatives. Work in parallel with coalitions in multiple regions to provide strategic direction to Subject Matter Experts (SMEs). Charged with facilitating and educating suppliers on performance and principles of continuous improvement.

Analyze sourcing decisions based on process outcomes and negotiate regional/global agreements to ensure the selection of suppliers meets all OSC’s requirements as determined by SMEs and stakeholders.

Analyze team development activities in addition to developing strategic initiatives to promote and enhance strong relationships with vendors/suppliers.

Design and implement an effective procurement strategy and financial planning for Capital Expenditure (CapEx)

Productively foster strong business relationships with vendors/suppliers, insurance representatives, and internal staff to provide a cohesive customer experience and increase customer satisfaction and retention rates. Assess damaged vehicles and update parts, supplies, and service lists for agents to create estimates for customers and insurance agents. Utilized Adobe Creative Suite to enhance marketing tools.

Manage and recruit procurement team, administer performance evaluations, and compile reports.

Successfully achieved Staff Management Award due to exceptional job performance and relationship-building skills and awarded for always superseding customers’ and insurance adjuster’s expectations.

Spearheaded and managed community projects that allowed the auto body shop to provide donations and complimentary training to underprivileged people within the county

Represent large department stores in negotiating contracts for consumer products.

Oversee activities of workers who buy, sell, and distribute products.

Process purchase orders and requisitions for products.

IT Devise purchasing instructions and policies and ensure proper procedure from the company and vendors.

Implemented new-hire programs by incorporating and producing training initiatives

PREMIUM ASSIGNMENT CORPORATION/SUNTRUST, Atlanta, GA 2006 – 2007

Credit Underwriter Manager/Contract Negotiator

Primary contact for business clients and agents regarding quotes, account inquiries, and insurance financing.

Analyzed data, generated reports, and communicated daily results to senior project management.

Initiate contact with agents, negotiate contracts to investigate policy status, and conduct employee training.

Consistently recognized as top-ranked manager of customer contracts and top client relationship builder.

BUSINESS TECHNOLOGY ASSOCIATES, INC., Atlanta, GA 2001 – 2006

Project Manager / Procurement Specialist

Develop project scopes and objectives involving all stakeholders. Oversees multiple roles within a multi-faceted organization, including project manager, procurement specialist, exceptional customer support specialist, and business operations.

Define and document project scope, objectives, and IT project execution

Hire a solid team to provide training and coaching, if needed, conduct background checks

Set and manage the budgetary allocation

Demonstrated practical project management skills, especially as related to budgeting and controlling costs

Managed projects by developing project plans, developing/maintaining schedules, tracking progress, analyzing results, and reporting with the support of a team scheduler.

Undertake risk management to minimize potential risks

Ensure project delivery is on time, as per scope, and within the allocated budget

Manage interdepartmental coordination to ensure smooth project execution

Track project performance periodically to provide both short-term and long-term goals are met

Create and manage contracts with suppliers and vendors, providing timely deliveries

Directed marketing and business operations regarding special projects; managed resources to increase team efficiency and drive high client satisfaction rates. Produced PowerPoint presentations for business development. Generated specialized reports and worked with IT Help Desk and purchasing support

Proactively contacted potential clients and scheduled appointments to expand the existing client base.

DELTA AIRLINES, INC., Atlanta, GA, 2001

Customer Relations

Frontline associate responsible for safe luggage transportation; provided clients with in-person assistance.

Completed certification in aircraft de-icing with exceptional scores on all safety and procedural exams.

Advance scorer in air traffic station codes.

Destination project coordinator.

Areas of Expertise

Principles of Management

Strategic Staffing

Compensation & Benefits

Project Management

Risk Management

Computer Application for Business

Spreadsheets

Statistics for Decision-Making

Business Systems Analysis

Critical Thinking & Problem-Solving

Employment Law

Training & Development

Professional Communication

Human Resource Mgmt.

Principles of Account

Transitional Skills / Experience

Lean Six Sigma

SWOT Analysis

Writing Proposals

Automotive Estimating Systems

Great Communication Skills

Internet Explorer

Netscape Communicator

Firefox

Safari

Strong Analytical

Sales Professional

Account Development Skills

Adobe Products

Adobe Editor

Project Management

Microsoft Project

Problem Solving Skills

Research

Supply Constructive Criticism

Change Management

Self Starter

General PC & Mac

Type 68 WPM

Microsoft Applications:

Word, Excel, PowerPoint, Publisher

Access, Outlook, Money, etc.

Call Center Experience

Adobe Creative Suite

Strategic Skills

Strong Organizational Skills

Relationship Development

Quality Control

Task Management

12,000 Keystrokes

Imaging

Star Rating

QuickBooks

Multi-Level Marketing

PowerPoint Presentations

Business Management

Adobe Photoshop

SQL

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