Experience

CyberSolve IT Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Manager, Finance and Operations

  • Jul 2021 - Jun 2023

  Carrollton, Texas, United States • Led team to identify and implement cost-saving strategies resulting in annual saving of $1.5 million, improved departmental budgeting accuracy up 26%, and generated an additional $2 million in sales by developing new pricing strategies. • Spearheaded efficient financial management process by planning and analyzing budget, forecasting costs, and optimizing financial operations. • Executed cost-saving initiatives to reduce operating expenses by 22%. • Managed day to day financial… Show more • Led team to identify and implement cost-saving strategies resulting in annual saving of $1.5 million, improved departmental budgeting accuracy up 26%, and generated an additional $2 million in sales by developing new pricing strategies. • Spearheaded efficient financial management process by planning and analyzing budget, forecasting costs, and optimizing financial operations. • Executed cost-saving initiatives to reduce operating expenses by 22%. • Managed day to day financial operations for a team of 15, increasing efficiency by 40% and reducing costs by 25% by incorporating data-processing technologies. • Developed financial projections for a new market segment and analyzed potential M&A opportunities, which resulted in the acquisition of a company with revenues of $5M and net income of $1M. • Implemented key marketing campaigns resulting in a 20% increase in customer loyalty. • Leveraged digital marketing practices to improve reach and engagement, resulting in a 35% increase in Website traffic, a 5% increase in Facebook engagement (clicks, likes, and shares), and a 20% increase in Twitter engagement (clicks, likes, and shares) for the College's summer international program. • Improved results of marketing campaigns by 20% through A/B testing and analytics, leading to an increase in company revenue by $2.5 Million. Show less



Capital One

• Egypt
• Leasing Non-residential Real Estate

• Net Promoter- Manager

  • Aug 2019 - Jun 2021

  St Cloud, Minnesota, United States • Implemented and managed Net Promoter Score (NPS) program for bank's customer service department, achieving 15% increase in overall NPS scores. Analyzed customer feedback surveys and data to identify areas of improvement, resulting in 20% increase in customer satisfaction ratings. Coordinated and facilitated customer focus groups to gain insights into customer needs and preferences. • Developed and implemented customer service training programs for bank employees, resulting in 25% reduction… Show more • Implemented and managed Net Promoter Score (NPS) program for bank's customer service department, achieving 15% increase in overall NPS scores. Analyzed customer feedback surveys and data to identify areas of improvement, resulting in 20% increase in customer satisfaction ratings. Coordinated and facilitated customer focus groups to gain insights into customer needs and preferences. • Developed and implemented customer service training programs for bank employees, resulting in 25% reduction in customer complaints. Collaborated with cross-functional teams to develop and implement customer experience improvement initiatives, leading to 30% increase in customer loyalty. • Monitored and reported on NPS trends and identified areas for improvement, reducing customer churn by 20%. Conducted competitive benchmarking analysis and identified best practices, resulting in 15% increase in the bank's market share. Developed and maintained relationships with key stakeholders and partners, leading to 10% increase in customer referrals. • Led a team of NPS coordinators and analysts, providing coaching and feedback to improve employee engagement scores, resulting in 20% increase. Presented NPS program results and recommendations to senior leadership, increasing investment and resources to support customer experience initiatives. • Analyzed customer feedback surveys and data to identify areas of improvement, resulting in 20% increase in customer satisfaction ratings. Coordinated and facilitated customer focus groups to gain insights into customer needs and preferences. Developed and implemented customer service training programs for bank employees, resulting in 25% reduction in customer complaints. Collaborated with cross-functional teams to develop and. • Implemented customer experience improvement initiatives, leading to 30% increase in customer loyalty. Monitored and reported on NPS trends and identified areas for improvement, reducing customer churn by 20%. Show less



REM Central Lakes Inc

• United States
• Mental Health Care
• 1 - 100 Employee

• Direct Support Professional- Team Lead

  • Aug 2016 - Nov 2019

  St Joseph, Minnesota, United States • Led a team of 5 Direct Support Professionals in providing care and support for 8 clients with disabilities, implementing safety protocols and plans to ensure a positive living environment. • Trained new team members on company policies and procedures, reducing orientation time by 25%. • Saas System was implemented to assist in monitoring and documenting clients' progress towards their individual goals, increasing achievement of goals by 20%. • Coordinated and facilitated team… Show more • Led a team of 5 Direct Support Professionals in providing care and support for 8 clients with disabilities, implementing safety protocols and plans to ensure a positive living environment. • Trained new team members on company policies and procedures, reducing orientation time by 25%. • Saas System was implemented to assist in monitoring and documenting clients' progress towards their individual goals, increasing achievement of goals by 20%. • Coordinated and facilitated team meetings, provided coaching and feedback to team members to increase employee engagement scores by 30%. • Increased employee retention rates by 15% through increased communication, annual performance evaluations, and the development of performance goals between management and support staff. • Managed team scheduling and ensured adequate staffing levels, reducing overtime expenses by 20%. • Maintained compliance with state and federal regulations and company policies, achieving a 100% score on regulatory audits. Show less



Xcel Energy

• United States
• Utilities
• 700 & Above Employee

• Business Intern- Customer & Brand Strategy

  • May 2019 - Aug 2019

  Minneapolis, Minnesota, United States • Increased customer satisfaction by 5% by developing customer personas and journey maps, delivering content-focused presentations, and managing the company's social channels, resulting in increased customer retention and recognition. • Developed key market strategy and expand opportunities by creating and implementing a distribution model in the U.S. and internationally, resulting in an increase of 20% in growth to opportunity pipeline and 50% increase in close rate on opportunities. •… Show more • Increased customer satisfaction by 5% by developing customer personas and journey maps, delivering content-focused presentations, and managing the company's social channels, resulting in increased customer retention and recognition. • Developed key market strategy and expand opportunities by creating and implementing a distribution model in the U.S. and internationally, resulting in an increase of 20% in growth to opportunity pipeline and 50% increase in close rate on opportunities. • Signed a new distributor to serve key market and increased sales by 233%, increased number of new customers by 2.7x and repeated sales from existing customers by 2.7x. • Designed, built, and monitored a system of metrics that resulted in a 20% increase in customer satisfaction. • Improved customer satisfaction by 3%, retention by 15%, recognition by 50%, feedback response by 20%, and marketing efficiency by 25%, through developing audience-focused content and executing brand awareness campaigns. • Provided support to the Customer and Brand team on various initiatives by conducting market research, customer segmentation, and advertising campaigns, as a result of which the company was able to minimize the cost of conducting quarterly surveys by 50%. • Applied Lean Six Sigma principles and implemented continuous improvements leading to a 4% decrease in motion costs, an 8% decrease in inventory costs, and a 20% increase in customer satisfaction. Show less



Public Safety Department, SCSU

• Student Assistant- Front Desk Supervisor

  • Aug 2016 - Aug 2017

  St. Cloud State University * Responsible for preparing and writing group focused operation parking analysis, Valuation of parking income report for the Board of Directors. * Responsible for controlling and conducting a detailed analysis of the staff parking portfolio. * Update and track Public Safety database on- campus and help patrolling officers.



Bluestem Brands, Inc.

• Credit Sales Associate Intern

  • May 2016 - Sep 2016

  St. Cloud, Minnesota Area * Trained all the new coming credit associated about the credit database and customer service handling. * Prepared monthly branch reports and provided analysis and recommendations to improve operations and profitability. * Verified credit applications using online credit database over the phone.



Center for Graduate Studies/ Doctoral Studies

• Student Assistant- Supervisor

  • Sep 2015 - May 2016

  St. Cloud State University * Created and presented orientation materials for the graduate and doctoral board of director’s committees each term. * Reserved and scheduled meeting space for over 40 student boards, committees, college departments and offices and worked with campus facilities, catering, and security to ensure successful events. * Made entry of all the graduate and doctoral students’ related documents to the universities ISRS system.