Director, VP, Sr.Manager - Management Resume Search
Director, VP, Sr.Manager - Management Resume Search
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Director, VP, Sr.Manager Resume


Desired Industry: Management SpiderID: 79256
Desired Job Location: Christiansburg, Virginia Date Posted: 5/8/2017
Type of Position: Full-Time Permanent Availability Date:
Desired Wage:
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel: Yes, 50-75%
Highest Degree Attained: Bachelors Willing to Relocate: Yes


Objective:
Success-driven, multifaceted, and seasoned professional with broad-based experience in operations management within telecommunications and service centers industries.

Adept at analyzing organizational procedures; identifying deficiencies and potential opportunities; and developing operational solutions to increase reliability and improve productivity. Effective leader and concept-to-execution driver, with expertise in overseeing multimillion-dollar business initiatives. Equipped with first-rate management skills in creating and transforming plans into strategic and effective actions to drive the achievement of set-forth goals and objectives. Excellent in building strong relationships and working collaboratively with customers, individuals, and other professionals of all levels.


Experience:
DISH Network - (Various Locations)
Site Director, Christiansburg, VA 2010–2016
Provided expert management to on a multimillion-dollar and 100,000 sq. ft. sales, technical, and customer service call center consisting of 670 employees
Applied strategic leadership aptitudes to workforce, while executing continuous process improvement throughout the customer service network
Formulated operational objectives and work plans; implemented short- and long-term strategic planning; delegated assignments to subordinate managers; and oversaw monthly and annual costs under budget
Conducted annual performance reviews for subordinate managers and managed talent throughout the year
Functioned effectively as the project manager, responsible for multiple corporate customer service centers (CSC) incentives for 10 sites, such as reduction of attrition, creation of attendance and time off policies, as well as onboarding/mentoring of new and high-potential general managers and directors
Efficiently enhanced talent planning and recruitment, employee engagement and development, as well as key performance indicators (KPIs) management
Drove efforts in determining risk behaviors, interviewing modifications, opening door policy, and integrating improvement of employee environment, which significantly minimized employee turnover by 41% within three years

General Manager, Bluefield, WV 2006–2010
Demonstrated efficiency in managing daily operations of an inbound and outbound customer retention center with over 450 employees, focusing on the performance enhancement through various practices
Rendered direct oversight to four operations managers and teams’ performance regarding cost per save and customer save rates
Provided recommendation for improvement; conducted performance appraisals; and completed quarterly performance reviews
Played an integral role as the project manager for the 722/922 receiver user interface (UI) redesign, thus developing an award-winning Hoper receiver through recommendations for website reformat and purchase of blockbuster for streaming content

Earlier Positions Held:

Operations / Workforce Manager and Coach, Christiansburg, VA

CBI - Blacksburg, VA
CAD Technician

Macado’s - Radford, VA
Manager


Education:
Bachelor of Science in Business Management, In Progress (Expected Graduation Date: Fall 2017 / Spring 2018)
Western Governors University - Salt Lake City, UT

General Studies in Business Management, 2014
New River Community College - Dublin, VA
Member, Phi Theta Kappa Honor Society


Skills:
Process Implementation and Improvement
Call Center Operations
Project and Risk Management
Customer Relationship Management (CRM)
Real Time Service Level Management
Interactive Voice Response (IVR)
Staff Hiring and Supervision
Conflict Resolution and Management


Additional Information:
CLIMB Top Performer | DISH Key Contributor (3) | Above and Beyond Award Recipient



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