Call Center Executive with SIx Sigma Green Belt and MBA

Amanda Malave

******.******@*****.***

***** ** ***** ** ****: 1-206-***-****

Kent, WA 98031

SUMMARY_______________________________________________________________________

Results-driven with 14 years of consistent achievements in providing innovation, strategic planning, implementation and project management execution in high-growth Fortune 100 companies. Highly skilled as an internal consultant in analyzing existing operations, implementing strategies, processes and technologies to support organizational, financial and quality objectives. Expertise in:

• Global project and portfolio management with full P&L responsibility for multiple large scale centers

• Microsoft Licensing

• Six Sigma Green Belt Certified, Six Sigma Champion

• RFP/contract development and negotiations

• Inbound and outbound sales

• Customer service, technical support and sales business process engineering and modeling

• Global outsourcing selection and vendor management

• Global executive management (experience in managing 1000+ local and global employees, including Directors, Program Managers, procurement, facilities/security teams, system engineers, trainers, operations, vendors and front line agents)

• Fluent in English/Spanish (native speaker) with excellent reading and writing skills

Selected Highlights:

• Designed and directed Apple’s first “Black Launch Program” (for newly release products such as Red iPods and AppleTV) which reduced “Time to Launch” by 5 hours through the improvement of IT, training and sales processes; resulting in additional $1M in revenue

• Received Microsoft’s “Ship It Award” for successful project management of MSN 6

• Produced a 4% decrease in operating expense through implementation and program management of Dell’s first in-sourced International consumer organization in Panama

• BPI Green Belt Certified (Six Sigma); project resulted in $11.3M increase in revenue

PROFESSIONAL EXPERIENCE______________________________________________________

PeopleSupport/Aegis – General Manager

Heredia, Costa Rica, 2007-2009

• Directly responsible for daily management of seven lines of business in English and Spanish (500+ employees) for a major US financial/banking institution including mortgage, small business, consumer, email, sales, technical support and customer service groups

• Daily management, mentoring and oversight of existing management in-country support staff (including IT Manager, Quality Assurance Manager, Finance Director, HR Manager, Procurement/Facilities, WFM Manager and Director of Operations)

• Direct P&L responsibility in Costa Rica and through the restructuring of the call center organization in FY08 the gross margin improved by 20%, monthly revenues increased by 6% and costs were reduced by 30%

Apple – Sr. Manager of Consumer Business

Elk Grove, California, 2006-2007

• Produced over $125M in direct revenue through the management of consumer/education sales representatives (inbound and outbound sales)

• Developed PMO practices to manage portfolio of development projects that included standard documents, templates, metrics, resource planning, continuous improvement methods, reporting, and analysis of all product launches such as the Red U2 iPods and AppleTV

• Deployed innovative project management strategies, accomplishments include the reengineering of the call center operations procedures which resulted in a reduction of $900K in operations costs in FY07

Dell Computer – Consumer Sales Division, Senior Global Consumer Sales Manager, Six Sigma Greenbelt

Austin, Texas, 2003-2005

• Responsible for outsourcing selection, implementation, management and associated operating income for Dell’s international sales call centers (three in-sourced and three outsourced sales locations)

• Created and negotiated $45M in Dell’s consumer sales support service contracts with outsourced vendors for the consumer sales programs (inbound and outbound sales)

• Produced a 4% decrease in operating expense through implementation and project management of Dell’s first in-sourced International Sales organization in Panama (staff of 290 employees including 250 sales representatives and management)

• BPI Green Belt Certified (Six Sigma);improvement in vendor selection and outsourcing RFP/contracts project resulted in $11.3M increased revenue in Q4, 2004

University of Michigan – Executive MBA Program

Ann Arbor, Michigan, 2002-2006

Microsoft Corporation, Retention Manager for MSN Internet Services

Redmond, Washington, 1997-2002

• Successfully managed a virtual team consisting of four outsourced retention call center vendors in the US and Canada (350+ advisors) for the second largest US Internet Service Provider

• Increased customer retention by 23% resulting in retained revenues exceeding $4M through the conceptualization and implementation of up-selling and cross-selling techniques

• Improved customer satisfaction by 10% and first time resolution by 30% within the retention program by deploying Microsoft’s first generation cross trained/functional technical support and retention agents

• Other positions held at Microsoft:

o Sr. Fixed Asset Accountant

o Sr. Analyst – Microsoft Licensing Group

Motorola Inc, South East Asia Contract Analyst

Shamburg, Illinois, 1994-1997

• Managed international receivables throughout Southeast Asia, Latin America and the Caribbean with a combined annual portfolio of $600M

• Executed hedging and currency devaluation programs for Brazil and Mexico

• Responsible for credit analysis and establishing credit limits for Motorola associated vendors

• Other positions held at Motorola:

o Financial Analyst, Latin America

EDUCATION______________________________________________________________________

• University of Michigan; Executive MBA program

• University of Illinois at Chicago; Bachelor of Science in Finance

• Universidad Católica de Ecuador ; Latin American Studies

• BPI Green Belt Certified (Six Sigma)

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