Position Desired: Manager

Cover Letter:
**** Ross
“Each day we are granted is a day to make a difference, my attitude determines the difference I make”
Lewisville, Texas 75056 ● (***) ***-**** ● ****@*****.***
EXECUTIVE SUMMARY
Accomplished transformational leader with 10+ years demonstrated results as a business analyst, supervisor retail operations, project manager, call center operations management, and associate director. Proven success in employee development inclusive of coaching, mentoring, enterprise learning and training. Consistently optimize operational excellence through organizational development, operation efficiencies, and industry best practices. A motivational lead by example change agent actively seeking opportunities for growth, transparency and accountability.
CRITICAL SKILLSET
Leadership Development
Operations Management
Retail Sales (Consumer and Mass Business)
Program/Project Management
Training and Development
Marketing and Go-to-Market
Call Analytics
Human Resources Management
Process/Performance Improvement
PROFESSIONAL MILESTONES
Designed Leadership Development Program - decreased employee HR escalations by 5% within 6 months.
Spearheaded Home-Based Agent Program - transitioned 900 existing employees from call center to working from home. Absenteeism improved from 12% to .09%.
Originated Wireless Workshops for the HGC Region - reduced call in rate to 27%.
WORK EXPERIENCE

LIFE RESOURCE CENTER ASSOCIATE May 2018 - Present
State Farm Richardson, Texas
Inbound call resource for life insurance policies/product solutions
Liaison for agent/customer managing new/existing life policies
Risk management and asset protection staying abreast of State/Federal life policy regulations



Project manager
December 2016 - June 2017
VERIZON WIRELESS
Irving, Texas
Managed voice/chat call centers inclusive of outsourcing vendors in providing first call resolution, 5 Star customer

Desired Compensation / Salary:
$40,000

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