Highlights:
Created standards and business practices in a western manner to compete nationally and regional and in region of eastern Europe, improved performance, income and reduced turn over. In six months we grew from 5k to 30K Euro /month.
Top performance Manager for Hertz Local Edition San Antonio, TX.
Headed improvement team at Sears to train 100 order takers and their managers into Credit Card first touch agents, completed in 4 months, passed 1st audit and won national award for performance from Sears Sr. VP 3 times in 2 years (Charlie’s Champions).
Saved Checks in the Mail 215,000 annually due to automation efforts and was the trainer and facilitator of self directed work team initiatives.
While at Budget Group, increased calls answered by 30%, files opened by 40%, reduced cycle time by 15% and assisted with new system development, merging 3 current systems into one.
At NationsBank we earned top 5% in Customer Service and #1 sales in Texas, served on branch banking standardization of process and procedure practices for national roll out for 2 years and implemented standardized processes corporate wide.
Companies I like:
GE, Microsoft, Dell Computers, Citi Group, Coca Cola, BMW
OCCO Marketing Services S.R.L., Director General at a start up call center in Bucharest.
1st –Trained the management staff in setting goals for their associates, review criteria and frequency and how to lead by example and not intimidation as is the norm their and implement world class thinking in customer deliverance of service externally and internally.
2nd – Instituted a reward and recognition program to positively recognize top performers and created healthy competition between work teams, driving performance up.
The end result was meeting lofty sales goals, improving income by 25% month over month for 6 straight months, reduced turn over, and increased business relationships with our Romanian Capital 500 clients with no increase in infrastructure or capital expenditures.
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