LEARNING & OPERATIONAL EXECUTIVE

A dynamic professional with recognized success spearheading process development

and training initiatives that deliver savings and maximize results.
Lead corporate training organization to develop and implement strategic instruc
tional programs optimizing efficiency and increasing performance.
Collaborate with corporate executives to implement new processes and systems wh
ile delivering superior customer experience and internal process improvement.

Training Delivery & Development Process Management & Improvement

Organizational Leadership Call Center Management Operational Management
Vendor Management & Negotiations Strategic Risk Analysis Contractor Management

PROFESSIONAL EXPERIENCE
Verizon Wireless/ALLTEL COMMUNICATIONS, Little Rock, Arkansas 1997-Present
Owner and operator of the nations largest wireless network, with annual revenue
of $8B.
Director of Training Delivery, Alltel Learning Institute (August 2005-Present)
Lead the corporate training delivery organization, with 40 trainers, 11 consulta
nts and 3 senior managers. Deliver classroom, online and blended training soluti
ons for companys 5K call center employees, ranging from 10 new hiring programs t
o product, system, and policy training. Consult with executives and channel lead
ers to determine program needs, implement process improvements to enhance Call C
enter performance, and strategize to deliver exceptional training solutions. Ma
naged annual revenue of $2M.
Major Achievements:
Slashed travel and printing expenses by over $1M annually through regionalizing
employees and implementing online new hire programs for Call Center channels.
Saved additional $750K by implementing manager training programs for the Retail
channel which resulted in an 8% YOY decrease in turnover.
Contributed to 16% increase in overall data sales by executing a strategic trai
ning program to focus on improving sales revenue and product knowledge.
Revitalized low-morale department, implementing management and organizational i
mprovements increasing employee satisfaction and delivering high-quality trainin
g deliverables.
Maximized programs by developing and documenting product and systems training s
trategies to support business success.
Enhanced delivery solutions by continuously partnering with industry leaders on
new software to design and deliver training.
Annually ranked in top 30% by Training Magazine as a Top 125 leading training o
rganization.
Call Center Manager, Alltel Customer Support (2000-2002 & 2004-2005)
Led team of 7 supervisors and 118 frontline representatives, managed the daily o
perations of the Offline Support Center.
Major Achievements:
Maximized efficiency by streamlining processes and cross-training teams, which
reduced turnover by 8% YOY.
Generated performance measurements and tracking systems to gauge representative
productivity which increased 12% within four months.
Major Achievements, continued
 Partnered with executive team to implement a customer quality program and measu
re customer satisfaction. Department quality performance averaged 94% annually.
Delivered immediate savings of $3M through realigning processes and reducing he
adcount.
Performance Consultant (April 2004- August 2004)
Recruited by senior executive to represent Call Center channel on initial team o
f 10, focused on improving performance and consistent coaching practices using L
ean Six Sigma. Led corporate initiatives to ensure project success, reporting di
rectly to executives.
Major Achievements:
Deployed Alltel Operating Processes across 13 locations and 5 lines of business
improving overall performance 9%.
Commanded compliance of operating processes through quarterly call center revie
ws and follow-up training.
DATAVANTAGE/MICROS CORPORATION, Solon, Ohio 2003-2004
Leading developer of award-winning retail, restaurant and hospitality software s
olutions with annual revenue of $1B.
Senior Call Center Manager (2003-2004)
Served as senior leadership for a 100 seat, 24x7, technical support helpdesk wit
h 6 team managers and 3 department managers.
Major Achievements:
Improved Service Level Factor by 6% in 3 months and Average Speed of Answer by
20 seconds in 4 months through streamlining operational efficiencies.
Deployed the new $1.5M phone switch project and a $2M building move for the Ohi
o region.
Fostered internal relationships, ensuring future alliances to assist in trainin
g and process solutions.
AOL/TIME WARNER CABLE, Canton, Ohio 2002-2003
Second largest cable company in the US with more than 14M customers and an annua
l revenue over $17B.
Call Center Manager Northeast Ohio Division
Managed daily operations of an inbound call center consisting of 150 associates
and 6 supervisors while adhering to federal and regulatory industry laws.
Major Achievements:
Improved revenue performance by 50% in 6 months and customer satisfaction score
s by 43% in 12 months through strategic sales contests.
Deployed multiple call center technology initiatives; Aspect switch, IEX workfo
rce management software, ICOMS billing conversion.

EDUCATION
Bachelor of Arts in Business & Organizational Communications
University of Akron, Akron, Ohio
Minor, Sales & Marketing Technology

PROFESSIONAL MEMBERSHIPS
American Society for Training & Development
eLearning Guild