The Edgar Schein of Operations

Industry:	Management & Business
Occupation:	Program Manager
Highlights:	Recovered more than half a million dollars in outstanding debt from customer. Improved internal processes to decrease turn-around-time by 30%. Developed processes and training for existing and new team members and directors.
Ideal Companies:	AT&T, Microsoft, Dell, Agilent Technologies, Apple, Samsung, Nortel
Education level:	Master
Will Relocate:	No
Location:	Flower Mound, TX

Manage relationships between internal and external customers, vendors, and various business units to close the gaps on inconsistencies in operations.

1/2008 - 1/2008

Idearc Media

Contractor / Freelance

• Developing superior search marketing ad copy for both local and national business accounts. Performing search engine optimization (SEO) analytics for customers’ online businesses. Identified, developed and improved much needed departmental processes.

1/2007 - 1/2008

Foxconn International Holdings, Inc.

Individual Contributor

• Working as a liaison among stakeholders in order to elicit, analyze, communicate and validate requirements for changes to business processes, policies and information systems. Recovered $.75 million in outstanding customer account receivables in less than 30 days. Data mining and data analysis for operational performance to create ad hoc reports for customer executives. Established parameters for IT Team SQL scripting based on customer requirements to create database queries for necessary reporting.

1/2005 - 1/2007

AceSon Clusters, Inc.

Self-Employed

• Developed e-commerce business & marketing plans, sales channels, vendor relationships, external customer support channels, financial plans, and marketing materials. Developed online content, managed vendor in developing website, established the Pay-Per-Click (PPC) account, campaign, and ad group and secure purchase policies.

12/1995 - 6/2005

Southwestern Bell Communications, Inc.

Manager

• Immediately impacted time to market on Sales RFP submissions by reducing customer turn around time by approximately 30%. Documented business processes through interviewing various department heads to understand how the different business processes work to improve business unit synergies. Demonstrated team building and relationship building skills through conflict resolution, mediation and negotiation. Practiced in clarifying business requirements, performing gap analysis between goals and existing procedures, and designing processes and system improvements. Managed key PeopleSoft© and Vantive© Database procedure management initiatives. Assisted in call center agent performance analysis, customer satisfaction report generation Partnered with internal and external personnel to execute timely and effective, reports/analysis on training, database migrations, and multiple Customer Care project initiatives. Maintained exemplary levels of service and retention for up to 500 accounts with a high competitive loss risk, which required intense interaction and relationship building. Proven revenue optimization through product and service up selling. Top manager in sales which earned a spot in the SBC Winners' Circle, a recognition reward to only the most elite sales people in the company.

2003

Master Degree

University of Phoenix

• Organizational Management

1995

Bachelor Degree

University of North Texas

• Public Relations/Journalism

Skill	Rating
P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership

Business Systems Analyst, Training, Coaching, Mentoring