Welcome to Brazen Careerist!

About Me

Forward-thinking professional with extensive experience delivering cost-effective and quality oriented customer based operations for both startup and Fortune 500 companies, serving thousands of employees and customers while making each contact unique and customer focused.

Work History

• 3M
• ON-SITE MANAGER (PROJECTION SYSTEMS, PRODUCT INFORMATION)
• Febuary 2007 to Present

• Strategic Objective:
  * Implement successful contract call center for technical support and client relations organization; recruit, hire, and train talented team for global support operations. Transform Projection Systems into revenue-generating center.
  Performance Highlights:
  * Increased employee retention by reducing turnover 80% to 16% annually through morale building activities and organization restructuring.
  * Improved customer satisfaction from an average rating of 3.0 to 4.6 by increasing agent training, professionalism, and follow through.
  * Expanded consultative sales and increased sales from $100k annually to nearly $100k per quarter through organization restructuring and new process improvements.
  * Enhanced all standard call center metrics by over 200% including abandon rate, average speed of answer and average handle time.

• New Direction Marketing
• VIRTUAL CALL CENTER DIRECTOR
• January 2006 to Febuary 2007

• Strategic Objective:
  * Maximize client relations and sales opportunities for contract and commission based employees.
  Performance Highlights:
  * Implemented technology that improved cold call lead tracking in real time and increased productivity by 100%
  * Produced significant value by bringing in new clients that offered significant potential sales volume.
  * Managed multiple clients internationally and increased volume of their opportunities.

Education

• University of Phoenix
• Bachelors of Management
• 2006 - 2008

• Bachelors of Business Administration
• 2006 - 2008