Experience

Raytheon

• Mckinney, Texas

• Business Planner/Operations Analyst

  • Mar 2019 - Present

  Manage program staffing process through data collection and Center level analysis. Create adhoc staffing reports for five departments to capture historical actual versus forecast supply and demands used to detail future hiring needs. Maintain labor forecast by engineering skillset for the cross-functional teams supporting the MFRFS Product Line of approximately 200 people. Coordinate and execute Overhead and capital project data for monthly roll-up of actual versus budget and work completed. Maintain labor forecast by engineering skillset for the cross-functional teams supporting the MFRFS Product Line of approximately 200 people. Compile contract-specific information and provide data input support for engineering functional Estimate at Completion reviews. Show less



Enterprise Rideshare

• Dallas/Fort Worth Area

• Customer Service Manager

  • Feb 2014 - Nov 2018

  Planning, organizing and coordinating the movement of over 100 commuter vans for The Fort Worth Transportation Authority. Develop, control, and monitor expenses of a $70K monthly budget. Control cost by determining the best course of action for transporting vehicles. Procured new vendors for vehicle maintenance and safety features. Planning, organizing and coordinating the movement of over 100 commuter vans for The Fort Worth Transportation Authority. Develop, control, and monitor expenses of a $70K monthly budget. Control cost by determining the best course of action for transporting vehicles. Procured new vendors for vehicle maintenance and safety features.



Blockbuster

• United States
• Retail
• 700 & Above Employee

• Central Operations Manager

  • Oct 2012 - Feb 2014

  Coordinated efforts of 19 distribution centers to launch the first Central Receiving location for Blockbuster By-Mail.Managed reverse logistics operations.Establish and ensure execution of the operations plan including cost, quality and production schedule.Transitioned team to repurpose product used for By-Mail DVD rental and make ready for retail sale.

• Vendor Manager

  • Oct 2011 - Oct 2012

  Evaluated vendor performance to determine future contract agreements with outsourced partners including collecting, reviewing and coordinating the validation of vendor performance.Created quality assurance guidelines which supported a goal of 20% customer retention and acquisition per period.Resolved, investigated and documented online fraud transactions.IT ticket tracking and reporting for Customer Care Department.Directed team of over 100+ customer service agents.Transitioned customer care team during Dish Network merger. Show less

• Manager Customer Relations

  • Oct 2008 - Oct 2011

  Implemented internal operating procedures with a focus on program goals consistent with performance objectives for a new cross functional team branded as Corporate Escalations.Developed guidelines used to respond to Better Business Bureau, social media, escalated field incidents and legal inquires.Subject matter expert to IT, Marketing and Legal departments as it related to Customer Care historical data, metrics and internal processes.Increased team productivity by 12% a year and achieved above average service level for 12 periods Show less

• Quality of Service Supervisor

  • Feb 2008 - Sep 2008

  Collected and analyzed call center statistics, evaluated performance within key metrics and prepared reports for various departments and executive management.Structured weekly calibration sessions with in-house and outsourced management teams to ensure consistency in quality monitoring processes and department goals.Improved evaluation sample size to 4500 phone and email contacts per month.Create and maintain quality standards, policies, procedures, monitoring forms, and other quality or training related documentation. Show less

• Supervisor

  • Jul 2006 - Jan 2008

  Led a team of 25 top performing Customer Care Associates and 2 Lead Customer Care Associates.Planned, assigned, and supervised daily activities of team members.Interviewed, hired and supported onboarding and orientation processes for new Customer Care Associates and Leaders.Served as interim Data Analyst