Experience

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  Schumacher Auto Group

  • Palm Beach County, Florida, United States

  • Showroom Coordinating Director

    • Feb 2016 - Jun 2020
    • Palm Beach County, Florida, United States
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  SCHUMACHER AUTOMOTIVE, INC.

  • Delray Beach, Northlake, and West Palm Beach Pa...

  • Showroom Coordinating Director / Tree of Life Resource Center Coordinator

    • Feb 2016 - Jun 2020
    • Delray Beach, Northlake, and West Palm Beach Pa...

    Leader of 20 virtual Sales Showroom Coordinators at 3 dealerships, 11 showrooms, 12 manufacturers. Collaborated with management, sales, and service teams for positive customer satisfaction resultsNegotiated rates with Aramark, Cheney Brothers to save over 20K on expensesManaged the creation and d...

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  Small Business Owner/Delray Beach Chamber of Co...

  • Delray Beach, FL

  • Business Strategist / Future Director / Delray Beach Chamber of Commerce Lead...

    • Sep 2012 - 2016
    • Delray Beach, FL

     Cross functional business analysis, problem solving skills and ability to share best practices Provided systems/technical assistance to team members, peers and management Ability to build relationships with key customers and contacts Coaching and developing staff to superior levels of perf...

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  AT&T / PCMT/ Special Services Technical Sup...

  • Boca Raton, FL

  • Proactive Churn Management/ AT&T Uverse Special Services Tech Support thr...

    • May 2014 - Sep 2015
    • Boca Raton, FL

    Proactive Management of personalizing the customer servicing process of AT&T Uverse customers by providing technical support of Uverse products. Delivering full scope attention to AT&T customer product needs by engaging relationship management skills to network with departments internally...

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  Microsoft Xbox, Sharepoint 365, UR, LATAM with ...

  • Boca Raton, FL

  • Microsoft-Workforce Management- Mission Control Strategic Analyst

    • 2015 - 2015
    • Boca Raton, FL

    Recommend procedural and operational guideline changes to improve efficiencies at the Call Center. Analyze real-time and historical call trends to make adjustments to staffing using Workforce Management software while ensuring service levels and company financial goals are met. Prepare Intra-Day ...

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  American Express Corporation

  • United States
  • Financial Services
  • 700 & Above Employee

  • American Express - Global Strategic Business Operations Analyst

    • Jan 2001 - Jan 2011

    Coordinated and lead multiple divisions simultaneously with strategies for more effective processes, systems and skillsPresentment of inventory volumes in excess of 800,000 unitsStaff of approximate 1500 involvedEffectively coordinated, lead and provided cross functional strategies for the intergration of 4 major domestic travel call centers that service Platinum / Centurion and other exclusive cardmembers.Results oriented progress discussions via video conferencing around the strategies for the integration of 3 AMEX Consumer Network sites (Atlanta, GA, Ft. Lauderdale, FL, and India) servicing Platinum and Centurion Card MembersLead and utilized global cross center live conference call tools between Gurgaon India, Salt Lake City, Los Angeles, Atlanta lead and direct operations for business solutions involving inventory volume processing, skills and system strategies for business leaders.Created business solutions for processes to resolve issues surrounding American Express payment-related disputes.Successfully mastered the Pega System training and utilization for Case Prioritization and Presentment, Workforce Management, Centrvue, Triumph and Legacy databases, Microsoft Office and Excel 2007 and online technology systems.Networked with worldwide business partners to maintain consistency in branding, sharing knowledge, tools and expert adviceMonitored representative phone calls and overall results to optimize brand awareness with proper usage and consistency across the business enterprise

  • Team Leader, FL

    • Jan 1996 - Jan 2001

    Led team of 30 multi shift, cross functional Customer Support Representatives in customer disputes, servicing Air, Travel and Transportation.Provided Supervisory resolutions for Customers regarding questions or complaintsLed team of 20 Representatives in the Payment , Research and Reconciliation DepartmentEarned the 1999 American Express Chairman’s Award for the deployment of Case Assignment Prioritization System with our Customer Disputes Management team

  • Team Leader

    • Jan 1990 - Jan 1996

    TravelCoordinated and Lead the Travel Response teams for Cable Television Advertising (25 direct reports)Lead Vacation Travel team utilizing monitoring systems and cross center volume movementsCoordinated and led the Certified Travel Counselor classes, graduating 150 students

  • Business and Vacation Travel Counselor

    • Jan 1985 - Jan 1990

    Coordinated travel arrangements (air, car, hotel, train, busses, tours and cruises) for corporate partnersEarned Certified Travel Counselor designation

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  Mary Kay Independent Business Owner

  • Delray Beach, FL

  • Independent Skin Care/Beauty Consultant, Future Director Program

    • 2002 - 2011
    • Delray Beach, FL

    Certified in Skin Care and designated Advanced Color Consultant Developed a team of 15 Independent Beauty Consultant Business Owners and continuing to lead them Earned and received multiple prizes and financial commission awards and jewelry, products and various incentive gifts of travel weekends...

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  American Express Travel Agent, MD

  • Travel Counselor

    • Jan 1982 - Jan 1985

    Coordinated travel arrangements (air, car, hotel, train, busses, tours and cruises)