Experience

• 

  Globe Hopper DBA Avoya Travel

  • Home

  • Owner/ Manager/Luxury Cruise Specialist

    • May 2010 - Present
    • Home

    I sell luxury travel as an Independent Affiliate of Avoya Travel.

• 

  Globe Hoppers, LLC, an independent affiliate of Avoya Travel

  • Marietta, Georgia 30067

  • Independent Affiliate/ Travel Specialist

    • Apr 2010 - Present
    • Marietta, Georgia 30067

    Manage my own independent agency hosted by Avoya Travel.I am proud to be "Best of the Best" for Avoya Travel for 2014 having sold over $1,000,000 last year!!!!!

• 

  CruiseOne

  • Marietta, GA 30067

  • Independent Travel Agent working for CruiseOne

    • May 2003 - Apr 2010
    • Marietta, GA 30067

    Responsible for sales and customer care. Spent 7 years learning the travel business. Took many training classes and achieved ACC and MCC accreditation in CLIA.

• 

  PerformanceIT, INC

  • Consultant Operations Manager

    • Feb 2002 - May 2002

    Responsible for day-to-day operations for startup software company that sells remote systems management using in-house developed software. Developed and administered all processes and procedures including Human Resources, project flow, project forms, installation, escalation, and billingDirect reports included 10 engineers, 2 remote and 8 onsite, one accountant, and two developersManaged all projects from receipt of P.O. to BillingResponsible for Customer Care on all accountsResponsible for building Referenceable AccountsReported to CEO of company

• 

  NICE SYSTEMS, INC

  • Manager

    • Jan 1998 - Jan 2001

    Responsible for management of the Atlanta Regional Office including recruiting, hiring, training, mentoring, and managing all Project Managers (PMs) in the eastern half of North America. Built a team to design, develop, and administer Project Management Certification Training for internal NICE and Dealer PMs worldwide standardizing processes and procedures to be used by NICE and affiliates in pre-installation, implementation, escalation, and hand-off phases of all projects. Cut project life cycle from six months to six weeks. Managed a team responsible for project installations of all betas of the Nice Universe client server product providing synchronous voice and screen playback for Quality Monitoring. Led a group to oversee projects in multiple industries where client lists include financial institutions, insurance, medical, communications, satellite (dish networks and cable), trading floors, investment firms, and outsourced call centers in a large combination of industriesDirected the design, development, and implementation of a Project Coordinator function and position with associated processes to streamline the project flow allowing PMs 20% more time to spend with each account. Organized a Service Bureau as a central clearing house for projects reducing confusion and cutting project start-up time by approximately 30%. Ultimate responsibility for performance of the Eastern Region as measured by Customer Care reviews, customer calls, and pre-determined customer time constraints. Direct report to the VP of Professional Services.

• 

  APAC TELESERVICES, INC

  • Consultant and Project Manager

    • Jan 1995 - Jan 1998

    Responsible for the coordination and installation of call monitoring technology for the APAC call centers, a million-dollar project and in-house re-engineering consultationAs an in-house consultant performed process re-engineering for the campaign process in APAC's main operations data center; campaign closure time in half and preventing loss of sales for clients.Directed a team who researched the market for Call Monitoring vendors, reviewed functionality and cost, and determined best of breed for one client's environment. Since no single vendor had the needed technology for both voice and screen, brought two vendors together, collaborated in design of the product needed, oversaw project to test and implement in client call centers. Recruited, hired and managed employees involved in installation and maintenance of Call Monitoring system. Followed this product to NICE Systems.Served as technical leader on an assessment team to determine the company standard in call monitoring technology for all of APAC's 70 plus call centers (inbound and outbound).

• 

  ALTERNATIVE RESOURCES CORPORATION Federal Reserve Bank of Atlanta

  • Consultant Project Manager, Data Processing

    • Jan 1992 - Jan 1995

    Responsible for coordinating and planning all projects in the Data Processing area.Facilitated the development and implementation of technology, staffing, and process definition plans for the District Support Center.Coordinated multiple IT projects between tiers within the organization and interfaced to other Bank departments. Managed employees who oversaw projects impacting multiple organizations in Bank.Led the development of RFP for Problem Management client server system to be purchased by the Bank. Led the team who managed the Problem Management Project through implementation.Built a group who developed a Service Level Agreement for the District in support of Branch Electronic Payments

• 

  BELL SYSTEM

  • Staff Analyst

    • Apr 1971 - Oct 1991

    Responsible for the administration of the problem management system for BellSouth Services. Duties included enhancements, documentation, training, and on-call response.Designed, developed, and implemented on-line decentralized hardware and software problem management system, which decreased computer run-time by 20% and increased system usage by 40%.Designed and developed a training package for a hardware and software problem management system and conducted on-site training at 21 data centers for 5,000+ employees.Managed work load assignment and training, monitored work progress and performed quarterly reviews of part-time employees.Provided hardware/software capacity planning and strategic technical recommendations to senior management.Administered COBOL in-house Engineering System that handled all specs and drawings for the eastern part of the U.S. Required on-call response 24X7 with abends multiple times per day. Developed a step-by-step ABEND code guide to fix these problems that was used until the system was replaced.

• 

  LOCKHEED

  • Engineer

    • Mar 1966 - Apr 1971

    Responsible for all programming efforts in Aero and Thermo departments interfacing with Data Processing organizationPerformed data gathering and processing for wind tunnel tests for ingestion of dirt and birds for VTOL airplanes.Developed Fortran modules, as instructed by lead engineer, to design sliding ducts in the wings for laminar flow converting drag to thrust.Consulted with Georgia Tech to design, develop, and implement an in-house cost accounting system for Outside Plant. Technologies used: Visio, MSProject, MSPowerPoint, MSWord, MSExcel, client server, LAN/WAN, and various Switch and CTI combinations (TeleComm), ERP, CRM, Change Management, Problem Management, COBOL, Fortran.