High-performing operations-management expertise in building/optimizing teams and processes to maximize business results in customer service operations. Areas of Expertise * Multi-Site Operations and Management * Process and Procedural Redesign * Performance Management and Results Orientation * Continuous Improvement with Systems, Processes, Procedures * Training and Leadership Development * Problem Solving and Decision Making * Extensive Expertise in Customer Service/Experience * Extensive Experience in Communications, Organizational Focus, and Computer Multi-tasking skills * Strong capability of handling administrative functions in an office or business environment Accomplishments: * Implementation of a Web Site for all NOMC M&P/Job Aid Documentation. (1998) * Jeopardy Standardization Implementation Project for all three NOMC's. (1999) * Task Level & Screen Instruction Re-Write and Implementation. (1998) * Flow through M&P Process Deployment. (1999) Manager of Wireless Ordering/Billing Operations 1996 - 1998 * Responsibility for the overall management and oversight of ordering, provisioning, and billing processes supporting all Wireless Customers. * Responsible for meeting the expectation of GTE's largest revenue producing customers and presenting a unified and proactive response to the customer on National ordering and billing issues, along with supporting the Sales Channel to maximize revenue growth through maximizing GTE cash flows with the extensive focus on receivables and collections. * Had full budget responsibility for maintaining and managing a yearly budget of more than $1M along with full responsibility of hiring, training, developing and managing up to 40 highly skilled employees. Worked extensively with the utilization of Exact, CABs billing, Escalation Reporting System, Accounts Payable and HR Talent Performance Management systems along with all Microsoft applications including Excel, Word, Power Point. Email applications include Beyond Mail and Lotus Notes. * Full oversight of personnel that proactively administered and controlled accounts on accurate provisioning and evaluation of billing claims. Accomplishments: * First San Angelo team to become ISO 9000 Certified. (11/97) * Managed yearly budget to headcount and was able to incur a savings of 700K in both 1997 and 1998. * Employee Survey ratings dramatically improved due to change in my leadership experience. 1997 - 1998 Additional Job History 1995 - 1996 Administrator - Information Systems - GTE Telecommunications 1994 - 1995 Supervisor - IPC Production Control - GTE Data Services 1992 - 1994 Supervisor - Consumer Sales - GTE Telecommunications 1990 - 1992 Sr. Security Analyst - GTE Data Services

Highlights:

• Call Center
• Corrective Actions
• Leadership
• Metrics
• Microsoft Outlook
• Microsoft PowerPoint
• Focus
• Scheduling
• Decision Maker
• Team oriented
• Organizational Skills
• Project Management
• Change Management
• Escalation Management
• Customer Experience Management
• ShoreTel
• Remedy