Experience

Henderson Properties

• United States
• Real Estate
• 1 - 100 Employee

• Division Manager, Shared Services/Operations

  • Jan 2020 - Present

  Responsibilities include establishing objectives and goals for the business unit (which includes HR, accounting, marketing, IT and office management) directed at process improvement and increased efficiency; Participates with other senior managers to establish strategic plans and objectives; Contributes to the profitability through effective management of the established operational budget; Provides leadership direction and motivation to reporting supervisors, and staff; Makes decisions on administrative or operational matters and ensures operations’ effective achievement of objectives; Creates quality systems, monitors quality initiates and implements corrective action where needed; Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Show less

• Customer Support Manager

  • Jan 2018 - Present

  Responsibilities include developing and implementing business goals, procedures and policies to successfully achieve devised strategy; Directly manage critical functional groups including property transition, delinquency and customer service; Act as admin for numerous third party vendors; Redesigned organizational structure to meet changing business needs; Developed productivity and quality standards: Assisted representatives with customer issues; Performed annual performance evaluations, established staff quarterly goals and objectives; Interviewed, hired and trained all new hire staff. Show less

• Community Association Manager

  • Dec 2015 - Jan 2018

  Responsible for managing business operations of condominium and homeowner associations. Duties include preparing financial and delinquency reports of the Association, obtain vendor bids and oversee the activities of contract service representatives, direct collection of monthly/annual assessments and payment of incurred operating expenses, conduct property inspections for services and violations, schedule hearings per legal requirements, attend Board meetings and advise Directors, perform other management duties as requested by the Board. Show less



Borlo Consulting

• Harrisburg, North Carolina

• Owner

  • 2010 - Dec 2015

  Work with small businesses and non-profits to improve operations efficiency, reduce costs and develop business infrastructure for future growth; Work with key organization members to develop business goals and priorities; Write handbooks and manuals to improve training new staff; Assist with developing fiscally responsible budgets that achieve established goals; Create new processes to address business needs; Document existing practices to create standardized procedures that can be replicated by all staff. Show less



Symantec

• United States
• Software Development
• 700 & Above Employee

• Senior Manager, Business Operations

  • 2002 - 2007

  Duties include establish and enhance presence and profile of Business Operations Group; Assist in the development of priorities, objectives, strategies, and tactical plans to achieve business goals; Analyze performance relative to services delivered. Ensures growth and direction are consistent with corporate vision; Contributes to the profitability through effective management of the established operational budget; Provides leadership direction and motivation to reporting managers, supervisors, and staff; Selects, develops, and evaluates personnel to ensure the efficient operation of the function; Creates quality systems, monitors quality initiatives and implements corrective action where needed; Involved in developing, modifying and executing company policies, that affect immediate operations and have company-wide effect. Show less

• Senior Supervisor, Call Center Support

  • 1997 - 2002

  Responsibilities included assisting in formulating department long term strategy for call center taking over 5,000 calls per day; Developed and implemented goals, procedures and policies to successfully achieve devised strategy; Participated in $4MM annual department budget; Directly managed critical functional groups including training, scheduling, network and notes administrators; Redesigned organizational structure to meet changing business needs; Developed productivity and quality standards: Assisted representatives with customer issues; Performed quarterly and annual performance evaluations, established staff quarterly goals and objectives; Interviewed, hired and trained all new hire staff. Show less

• Lead Technical Support Analyst

  • 1995 - 1997

  Lead Technician Support Analyst - Coordinated queue scheduling requests, assisting with day-to-day monitoring of group, assisting with developmental and team building issues, compiling phone and agent statistics on weekly basis and handling all Symantec Anti-Virus for Macintosh escalated customers.Technical Support Analyst - Used communication skills to establish, analyze and successfully resolve computer software problems with customers over the phone. Responded to a high volume of calls daily while also doing research, troubleshooting, and product testing. Supported seven Macintosh product lines while maintaining a superior level of customer service. Show less



Evergreen Restaurant Group

• Store Manager

  • 1990 - 1995

  Hired, trained, supervised, and evaluated a staff of 55 managers and crew to provide top level quality, service and cleanliness to guests. Budgeted and decreased expenditures on controllable P & L line items. Executed local store marketing activities as well as in-store extensions of Co-Op/national promotions. Improved calculation of store stock levels and ordered food, paper, and operating supplies. Completed and analyzed weekly statistical/variance and labor reports. Participated in training, staffing, and opening new stores in local area. Reduced and maintained the lowest number of insurance claims in the company, saving thousands of dollars. Show less