Accomplished, analytical and results-oriented Business Operations Executive with an outstanding record of applied experience and history of personal achievements. Instrumental in directing successful operations, sales and customer service processes—enforcing the seamless integration of best practices throughout all facets of organizations.

COMPANY	POSITION HELD	DATES WORKED
Nikken Incorporated	Director of Customer Service	6/2005 - 1/2014
21st Century Insurance	Policy Services Division Manager II	4/1998 - 6/2005

SCHOOL	MAJOR	YEAR	DEGREE
University of LaVerne	Business Administration with concentration in Finance	1999	Master Degree
University of LaVerne	Business Adminstration	1990	Bachelor Degree

Highlights:

• Addressed problem of 50% abandoned inbound call rate by restructuring call routing, improving customer service representative training program, and hiring additional staff to handle call volume. Reduced abandoned rate to under 5% and increasing service level to 85% of calls answered in less than 90 seconds. • Reduced Canadian freight costs by developing a carrier freight charge matrix based on shipping weights for each Canadian Providence and adjusting freight charges to ensure cost were covered. Saved Nikken over $100,000 in freight cost. • Secured new personal web page developer to address inadequate support for independent consultants by previous vendor. Negotiated better pricing model with expanded services earning an additional $130,000 in annual profit. • Increased video conferencing service performance by renegotiating Cisco-Webex relationship. • Entered into e-commerce operations in the Canadian providence of Manitoba by securing a required reseller's license through a Canadian attorney, reducing the licensing processing time from 6 to 8 weeks to 3 to 4 days.

Companies I like:

Call Centers, Insurance Companies, Network Marketing Companies, Logistics and Distribution Companies.

Full cycle operations management

• Budgeting
• Distribution
• Inventory Management
• Vendor Relations
• Change Management
• Ops Management
• Team Leadership
• Call Center
• Customer Service
• New Business Development
• Process Improvement
• Client Relations
• Workforce Planning
• Operations Officer
• Director Client Services

Managed call center staff, merchandising, company store and reception area operations. Monitored customer calls, provided representative support, answered questions, and resolved escalated calls. Handled policy and procedure development to clarify processes and resolve issues. Streamlined operations and systems, performed reviews to ensure efficient processes and compliance with company standards. Developed strategic planning for process improvements and future operations. Assisted with product development, logistics, quality assurance, marketing, sales, and distribution of Nikken products throughout the North American Market. Maintained customer service providing timely responses to complaints and positive resolutions. Managed fifty personnel including training, development, and support.