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Manager Customer Service

Boynton Beach, FL, 33426
August 17, 2012

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** ********* *****

Boynton Beach, FL 33426

Mobile: 561-***-****



Accomplished director with 13+ years of cross-functional management experience, outstanding leadership credentials, a strong strategic and visionary approach, and the ability to turn process engineering into operating efficiencies. Excellent business acumen spanning operations, facilities, project management, and customer service functions, with year-over-year track record of producing results from bold strategic and tactical action plans. Outstanding leader with proven history of success taking initiative to solve business problems and to achieve strategic corporate goals. Successful in forging relationships with key decision-makers from partner and client organizations; skilled presenter, negotiator, and liaison.


•Produced measurable and progressive improvement under dynamic, shifting conditions and in downturn markets

•Transformed struggling business processes into vital, streamlined, and integrated procedures

•Deployed “lean mentality” across functional teams to develop efficiencies and reduce bottom line costs

•Rebuilt and rejuvenated leadership staff into unified, top-performing, highly motivated teams

•Developed employee motivation and morale through open communications and recognition of top performance

•Devised creative strategies and orchestrated the implementation of successful initiatives for business continuity, outsourcing and service efficiencies


•Project Management •Team Building & Leadership •Process Reengineering

•Strategic Planning & Execution •New Program Implementation •Purchasing & Negotiations •Budgeting & Forecasting •Customer Relationships •Business Continuity / Recovery•Security Administration •Workplace Safety Programs •Vendor Management


Kaplan INC., Fort Lauderdale, FL 2006 - 2012

$2.4B global company headquartered in New York, NY providing an extensive range of education and related services worldwide for students and professionals.

Director of Operations, 2009 - 2012

Awarded this position to spearhead Kaplan Higher Education Operations/Facilities initiatives across the domestic portfolio. Led a management team of 3 Managers/Supervisors and 4 employees in implementation and administration of complex projects, ensuring compliance with customer and company requirements across the business units. Developed, maintained and administered cost-effective organization with high degree of integrity. Managed an operating budget of $800K focusing on improving efficiencies and reducing bottom line costs.

Major Accomplishments:

•Reduced annual operating budget by 40% ($320K) by improving operating efficiencies and applying cost saving strategies

•Produced annual savings in excess of $100K and measurable improvements in data accuracy/reporting through implementation of a Computer Aided Facilities Management (CAFM) solution with accompanying process & procedure

•Influenced a reduction in annual insurance premiums and defined corporate recovery objectives resulting from the execution of the first domestic business impact analysis across all Kaplan Higher Education business units

•Achieved 95% occupancy utilization and efficiency in over 700,000sq./ft. of corporate real estate through administration of space management techniques

•Generated annualized savings of $643K in operating costs by driving strategic service provider re-negotiation processes

Associate Director of Operations & Operations Manager, 2006 - 2009

Initial role with Kaplan Inc. that successively led to a promotion to Associate Director. Led a multi-location cross-functional team of 7 employees while working in a dynamic environment to develop the foundation of departmental process.

Major Accomplishments:

•Attained a 77% reduction in misrouted / abandoned calls and increased customer satisfaction by improving Reception efficiencies through a restructuring of internal Interactive Voice Response (IVR) technology

•Increased employee retention and improved the new hire experience through refinement of the employee onboarding process

•Progressively reduced operating costs and decreased the organizations carbon footprint through the creation and management of corporate environmental initiatives

•Improved emergency evacuation results by an average of 35% by formalizing corporate life safety programs for evacuations and emergency response training

•Consistently succeeded in meeting critical business deadlines while managing projects associated with new facility openings, closures and moves

Florida Atlantic University, Boca Raton, FL

1998 - 2006

A comprehensive public university headquartered in Boca Raton FL serving 28,000 students on seven campuses and sites, offering more than 170 undergraduate and graduate degree programs.

Assistant Director of Facilities, 2003 - 2006

Promoted into this position to further departmental growth and improve financial performance. Led a staff of 6 lead managers and 30 support staff handling daily facility operations and special events. Directed outreach events aimed at brand awareness and increasing revenue generation. Analyzed competitive market offerings and developed solutions to build customer base and increase sales.

Major Accomplishments:

•Enhanced sales by 31% and augmented consumer recognition through organizing promotional / fundraising events

•Increased customer satisfaction ratings by 40% through the development of departmental programs for service quality & conflict resolution

•Reduced insurance claims by 20% and improved safety by adopting risk management policies, practices and guidelines

•Increased annual revenue through administration of market research techniques to expand product and service offerings

Facilities Manager & Coordinator, 1998 - 2003

Initial role with Florida Atlantic University that subsequently led to a promotion to Facilities Manager. Led a staff of 4 lead managers and 20 support staff handling daily facility operations. Managed facility rental sales, invoicing and collections with vendor groups. Implemented new marketing and advertising venues instrumental in increasing and retaining customers. Provided guidance for product and service offerings aimed at meeting the needs of our target market.

Major Accomplishments:

•Fostered awareness and minimized risk by developing departmental OSHA, life and fire safety programs

•Produced a 20% increase in customer participation through the creation and implementation of marketing, design and advertising initiatives for products and services

•Managed and coordinated facility operations for a variety of social, cultural and physical rental events


Florida Atlantic University, Boca Raton, FL 2005

Master of Business Administration

Specialization: Management / Operations / Marketing

Florida Atlantic University, Boca Raton, FL 2001

Bachelor of Arts in English

Major: English

Honors and Awards: Honorary Dean’s List, Induction into Phi Eta Sigma, National Honor Society


• Microsoft Office Suite • Network Client & Victor Unified Client

• EMC AutoStart / Replistor • Adobe Acrobat & Illustrator

• Tyco C*Cure 800/8000 • AutoCAD

• SharePoint • MapInfo & Geocode Software

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