LAQUITA C. CARPENTER laquitacarpenter@ymail.com http://www.linkedin.

com/in/laquitacarpenter 15500 Brookstone Drive Clinton Township, Michigan 48035 CAREER SUMMARY Quality driven Senior Manager with 18 years of experience in Program Management, Business Analytics and Call Center operations. Possess a broad understanding of Customer Relationship Management (CRM) with a comprehensive business background in strategic planning, marketing, database marketing, project management, business rules definition and training. Skilled in client relationship development as well as information resource management. Adept at identifying and communicating opportunities for process improvement that impact the efficiency, effectiveness and ultimately, the success of client programs and systems. Establishes positive, professional working relationships with all organizational levels using exceptional communication skills. Team leader who can recruit, train, motivate and retain quality professionals. Strong organizational skills combined with the ability to multi task, has led to a proven track record of successes, revenue, profitability, and client satisfaction. PROFESSIONAL EXPERIENCE BBDO DETROIT, Troy, MI 01/1997-02/2010 Detroit branch of one of the world’s largest communications agency networks. Delivers award-winning fullservice advertising, marketing, and customer relationship management (CRM) solutions. Sr. Project Lead 2003-2010 Managed cross-functional teams responsible for designing, developing, and implementing consumer marketing initiatives. Responsible for creating scope and budget parameters for client programs. Created strategies to increase revenue on existing program(s). Responsible for total client satisfaction. Responsible for leading project execution teams and ensuring that client solutions were delivered on time, within budget and to quality standards. • Home: 586-296-3106 Cell: 248-760-4999

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Managed daily operations of Call Center activities and fulfillment of product and event information. Identified annual savings of $500K by reducing handraiser fulfillment cost to assist with client overall customer relationship management budget. Saved over $10K annually in IT resources by developing a generic process to load consumer activity data captured by third party vendors. Developed highly accurate specifications to guide IT staff in programming business rules for various marketing programs.

BBDO DETROIT Senior Business Analyst 2002-2003 Responsible for annual business plan, headcount and staff planning, industry salary benchmark studies and budget reconciliation and analysis. Worked with clients, internal and external team members to analyze, build and deliver solutions necessary to manage and report on call center programs and the impact on their customer service and owner retention.



Worked with team to realize a $5M annual savings by moving client call center to Canada. Preserved program quality after realizing a 50% reduction in staff with only a 20% reduction in the number of programs supported through reorganization, system enhancements and process improvements that increased the team’s efficiency and effectiveness. Streamlined and documented all departmental processes to assist with training new hires. Translated business requirements into detailed system design specification documents. Maximized analytical skills and ability to identify alternative solutions when troubleshooting escalations or looking for ways to increase a program's effectiveness.

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• Developed and implemented successful career growth program for entry level positions which led to nine promotions within the first two years of inception.

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Call Center Operations Manager 1998-2001 Managed a team of 118 employees consisting of Supervisors, Team Leaders, and Customer Service Representatives ensuring both production volumes and program deliverable exceeded or met client expectations in service levels, quality monitoring and financial parameters. Responsible for all personnel matters from staffing to training. Duties also included mentoring, motivating, developing and evaluating direct reports for career advancement.

Managed the implementation and launch of an enhanced call tracking and data capture application (Siebel) which enabled the call center agents to initiate dialogue with consumers, track results and re-engage with customers at critical times during their shopping process. Siebel enabled growth of customer relationship management for Chrysler. o Reviewed and approved test and production call tracking screens Managed 118 people in a marketing contact center which generated $4.8 million annually Developed performance measures to assess the operation and reward individual/team results Supervised a staff of up to 60 full time, part time and contract employees; was responsible for staff assignments, scheduling, call monitoring, data checking, training, developing and mentoring BBDO customer assistance agents. Agents were responsible for inbound and outbound calls, data entry projects, and email/webmail response handling.


Data Entry Supervisor 1997-1998 Responsible for a team of 24 full and part-time employees consisting of three Team Leaders, 18 Data Entry Clerks, and three Inbound Mail Processing Clerks ensuring proper scheduling based on workload. Other responsibilities included personnel and administrative functions, assisting IT in data entry requirements and equipment, and ensure timelines are met.

Realized an annual savings of over $1.3M in postage by developing a process for tracking and updating returned mail. 09/1990-0/1997

PMH CARAMANNING, Inc., Farmington Hills, MI A mid-sized, multi-faceted marketing agency.

Program Manager Led all aspects of marketing programs, from client and vendor relationships to ongoing coordination of program processes and deliverables.

• Successfully proposed and implemented a $1.5M John Deere account.

• Key contributor of planning and executing the Mercedes-Benz Technician Recognition Program. • Led the successful implementation of a loyalty program for Apple. • Key contributor of implementation of project management processes that helped streamline project processes and improve client and employee satisfaction.

EDUCATION Business Administration / Marketing, Baker College, Auburn Hills, MI RELEVANT TRAINING Continuing Education in Project Management, Walsh College Managing For Results, Walsh College 2006 2004 2002