Experience

CPO Commerce

• United States
• Retail
• 1 - 100 Employee

• Customer Relations Manager

  • Mar 2009 - Present

  Designed and Implemented new ATL Call Center. Interviewed, hired, and trained customer care agents. Consulted on training and new Comp Plan. Reported daily and weekly call metrics. , Created training development . Manages 7-10 customer care reps. Handles escalated customer phone calls. Identify trends, and various phone statistics to evaluate agent utilization rates. Various department projects.

• Returns Department Manager

  • Apr 2007 - Mar 2009

  Executed design and development of CPO’s Return Department. Created policy and process to manage annual $2.2 MM physical return inventory. Managed 2 (FTE’s). Designed and delivered monthly RMA/RGA (Returned Goods Authorization) invoices for 20 business partners (Dewalt, Makita, Milwaukee, Bosch Tankless, etc.). Created Returns Department Database to track daily returns and trends. Reported trends and recommended process changes to business partners and sales team. Created Returns Department Operations Procedure. Show less



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Business Analyst - Contractor

  • Jan 2007 - Apr 2007

  Pricing validation and model configurations on Oracle E-Business Suite (Phase I Implementation) Pricing validation and model configurations on Oracle E-Business Suite (Phase I Implementation)



Ameriprise Financial Services, LLC

• United States
• Financial Services
• 700 & Above Employee

• Diversity Leader (30% of position)

  • Jan 2004 - Mar 2006

  Designed and executed Diversity Strategy. Analyzed (track trends and gaps) and provided recommendations to senior leaders. Created project plan against strategy and Diversity Action Team (DAT) goals. Engaged and influenced senior leadership in Diversity strategy and priorities. Led DAT. Owned Diversity Recognition Program. Organized/led annual CSCO Diversity Week/Fair. Content expert on Diversity.

• Six Sigma Black Belt (70% of position)

  • Dec 2001 - Mar 2006

  Provided leadership and direction to cross-functional teams who utilize the Six Sigma methodologies to drive process improvement through project work and other methods. Created strong change management strategy for each project. Designed training modules. Applied Six Sigma tools/tactics and delivered breakthrough levels of improvement in process capability, productivity of designs, change management, and business processes. Created project work plans with dedicated timelines to all projects. Worked with Human Resources when process changes could result in a policy change. Worked with operating leaders and teams to uncover and assess Six Sigma opportunities. Show less



American Express Financial Advisors

• Financial Services
• 1 - 100 Employee

• Brokerage Account Transfer Re-Engineering (BTR) Implementation Manager

  • 2001 - 2001

  Liaison and Project Manager for Brokerage Account Transfers BTR Project. Managed design and creation of Business Systems Analysis and Design Report. Created work process designs and technical writings.

• Brokerage Account Transfer Team Leader, Mutual Fund NSCC Transfers

  • 2000 - 2001

  Managed Mutual Fund NSCC Transfer process. Managed 17 associates (PeopleSoft used for staffing and HR functions). Built relationships with internal and external business partners (American Funds, AIM, Schwab, Alliance, etc.). Developed standard metrics to determine attainment of corporate goals. Led focus groups related to field satisfaction. Interpreted and summarized data from Field Satisfaction Surveys. Managed Service Ethic program.

• Project Coordinator, Field Technology

  • 2000 - 2000

  Coordinated Projects (Project Agreements, Project Plans, Project Schedules) with Director of Application Development and managed unit budget of $3M and staffing budget of $3M.

• Project Coordinator, Platform 1&2 Development

  • 1998 - 2000

  Built relationships with Relationship Managers and Business Partners. Assisted in maintaining master schedule and project agreements. Administered security access requests to project office databases. Designed, created, and implemented a database for Advisors, to post platform questions and discussions.



IBM Global Business Process Services

• Minneapolis, MN

• Project Assistant, NT/W95 Conversion Team - Contractor

  • 1997 - 1998

  Managed tasks, deliverables, contingency plans, and issues log. Coordinated team project reports and views using Project Workbench. Analyzed statistics and trends and reported them to Senior Project Manager. Managed tasks, deliverables, contingency plans, and issues log. Coordinated team project reports and views using Project Workbench. Analyzed statistics and trends and reported them to Senior Project Manager.



Time Warner Cable

• Telecommunications
• 700 & Above Employee

• Supervisor, Customer Service

  • 1994 - 1997

  Managed staff and reported call ratio results and trends to assist in staffing and call coverage needs. Assisted staff with sales and delivery of products. Managed staff and reported call ratio results and trends to assist in staffing and call coverage needs. Assisted staff with sales and delivery of products.



American Federation of Musicians

• Hollywood, CA

• New Use Collector

  • 1993 - 1994

  Worked with production companies to collect fees due artists and musicians for music used in motion pictures, television, and television specials. Attended award shows—Grammy Awards, Tony Awards, Country Music Awards, World Music Awards—as liaison between musical artists and production company. Worked with production companies to collect fees due artists and musicians for music used in motion pictures, television, and television specials. Attended award shows—Grammy Awards, Tony Awards, Country Music Awards, World Music Awards—as liaison between musical artists and production company.