PROFILE: A successful business professional with over 17 years of proven management experience in various business industries,
specializing in call center staff management, project management, sales & marketing, and corporate training; now seeking a
new leadership position, which would utilize the skills and competencies acquired from previous work experience and scholastic training, while also presenting new opportunities to enhance personal knowledge of diverse business groups.
EXPERIENCE
2006 - Present
AMERICAN EXPRESS Project Manager (Consumer Travel Network)
Responsible for leading large network-level reengineering projects for the Consumer Travel Network organization, impacting five large Travel Service Call Centers and over twenty local Travel Service Offices nationwide with numerous multifunctional and multi-system linkages and interdependencies. Utilized various project reengineering methodologies including Six Sigma, Method One, and Continuous Process Improvement (CPI) for end-to-end project management, which included comprehensive project plans, cost benefit analysis (CBA), return on investment (ROI) analysis, risk assessments, financial forecasting, internal/external market research (benchmark analysis), new product development & implementation (led network level new product launches), pilot planning & implementation, building technical requirements, and tactical business models. Delivered executive-level presentations, network-level communications, developed training materials, facilitated network-level trainings, led steering committees, process/systems testings and post implementation gauges of success. Managed the nationwide Travel Insurance program (creating the business models for workflow management, legal compliance regulation, training & development, employee licensing, database systems development & integration, employee metrics & commission compensation and network-level communication). Developed employee goals & incentives programs, quality assurance controls & sampling measures, establishment of service level agreements, and employee performance metrics (reporting tools). Produced significant bottom line business results impacting various core performance measures; including cost avoidance, sales growth, case time resolution improvement, write-off reduction, and customer satisfaction improvement. Built numerous customized Lotus Notes databases, which substantial enhanced process workflow management and data repository capabilities for the entire network and provided technical support.
• Twice nominated for the prestigious Chairman’s Award for driving significant network-level business results
2004 - 2006
AMERICAN EXPRESS Operations Manager (Consumer Travel Network: Centurion Card Travel Service Call Center)
Responsible for managing the daily operations of the CTN-Miramar (Centurion Card) Travel Service Call Center, with a staff of up to 187 employees including: 16 Team Leaders and 176+ Travel Counselors, responsible for providing world-class customer service to American Express Centurion and Platinum Cardmembers for all of their Travel needs (Air, Car, Hotel, Cruise, Tour, Travel Insurance, etc). Managed department level performance indicators including: maintaining best in class service levels (Scheduled Adherence, AVG Handle Time targets, and productivity measures), quality assurance measures, call monitoring measures, customer satisfaction survey results, sales targets (sales per staffed hour, cross sell and preferred supplier utilization), Employee Satisfaction survey results, fostered strategic partnerships and strong customer & vendor relations. Facilitated high caliber directorate level presentations at town halls, reward & recognition ceremonies, team building activities, managed the department staffing & recruitment for associate through supervisor level positions, facilitated management training & development seminars, managed succession planning (developing several employees for career advancement), facilitated job fairs & new hire orientations, managed profit/loss statements, budgeting & forecasting, risk management, site level employee scheduling, and Human Resources & Payroll administration.
• Produced substantial business results in key performance success indicators:
Employee: Annual Employee Satisfaction survey results (14 out of 14 point-of-arrival in 2005)
Customer: Customer Satisfaction Survey results (11% improvement year-over-year) & met Average Call Handle Time target
Shareholder: Sales (15% growth), External Attrition (3% under target)
• Managed the department expansion through the fastest growth period in the site’s entire history (45% annual growth)
• Recipient of the 2006 Star Performer Award for driving business results and continuous process improvement
• Responsible for leading the site through two hurricanes and the site leader for the business continuation plan
1998 - 2004
AMERICAN EXPRESS Project Supervisor / Certified Six Sigma Black Belt (Customer Service Division)
Led several cross-functional migrations/ business process restructurings, and reengineering project initiatives utilizing Six Sigma Improve (& Design), Method-1 and Continuous Process Improvement (CPI) project management methodologies. Organized project teams, managed all project deliverables in accordance with predetermined deadlines, created complete project plans, cost benefit analysis, time studies, risk assessments, end-to-end conceptual designs and detailed process maps. Prepared & delivered presentations to various levels of management (up to Senior VP level), facilitated team strategic planning sessions, and negotiated service level agreements in accordance with company guidelines and Compliance regulations. Delivered hundreds of thousands of dollars in department operational saves with both industry and business unit level impacts, while driving results in customer satisfaction, process & operational cost reduction, and cycle time reduction. Facilitated directorate-level Executive Summary presentations & Six Sigma Green Belt training classes. Provided mentoring and technical support to Black Belt trainees. Managed directorate team incentive programs, annual directorate merit pool budgeting, monthly in-depth Customer Satisfaction survey result analysis, adhoc directorate performance metric analysis and created numerous customized Lotus Notes databases for various C/S industries, which improved workflow management capabilities.
• Recipient of numerous Employee of the Month and Leader of the Month awards
• Selected to participated in the High Potential Leadership program (scored Highly Effective)
1996 - 1998
AMERICAN EXPRESS Operations Supervisor (Customer Service Division)
Responsible for coaching, motivating, and developing a staff of up to 35 Associates responsible for conducting thorough
investigations of Cardmember disputes & inquiries in accordance with company policies, compliance standards and legislative requirements. Duties included staffing & recruitment, managing associate performance, staffing & scheduling, payroll, managing vendor service level agreements, handling escalated Cardmember calls, managing team quality,
productivity, availability, and employee satisfaction. Also managed inventory control & distribution, succession planning
(developing several employees for career advancement), attending company Job Fairs, conducting directorate level presentations & team builder activities, and managing the directorate Employee Satisfaction Action Team.
• Produced exceptional Employee survey results (exceeding point-of-arrival in 12 of 14 categories in 1998)
• Achieved the Highest Team Quality in the directorate (Aug.1997)
• Achieved the 3rd Highest Team Quality in the entire C/S division (1997)
1991 - 1995
ROYAL CARIBBEAN CRUISES LTD. Operations Supervisor / Training Supervisor (Air/Sea Department)
Supervised a staff of 21 employees responsible for coordinating cruise passenger travel itineraries, international/domestic tariff fare calculation and ticket issuance. Managed team inventory control, employee performance, staffing & recruitment, payroll, department expenses, call volume vectoring, and developed several successful process improvements & procedural
efficiencies, which drove results in improving department quality, productivity and availability. Developed and facilitated the department new hire (and recurrent) training & development program based on internal process procedures, computer training, customer service, and phone etiquette trainings. Delivered department-level presentations, facilitated Travel industry public relations seminars, attended company Job Fairs, managed vendor relations, and handled airline international & domestic tariff fare (and space allocation) contract negotiations.
• Recipient of the Highest Team Performance Award (1995) and the prestigious Employee of the Year award (1994)
EDUCATION
Almeda College. Bachelors Degree in Business Administration (Major: Management)
The Six Sigma Academy of Project Management. Graduate and Certified Six Sigma Black Belt
American Express Project Management. Completed Project Management and Method-1 course
Travel Dynamics. Graduate of the Travel & Tourism Certificate program
ADDITIONAL SKILLS
• Excellent English communication skills (both verbal & written). Conversant in Spanish. Exceptional presentation skills
• Lotus Notes Database Developer (built 30 customized databases for AMEX Card & Travel divisions nationwide)
• Established computer proficiency on:, MS Word, MS Project, MS Excel, Power Point, Access, Visio, Adobe Photoshop, Macromedia Flash, HTML, Mini Tab, Lotus Notes, Dominos Designer, Six Sigma Project database (R6), Sabre, System-1,
Worldspan, Legacy & Triumph, CSNET, RACF, and CMS (CentreVu).
• Over fourteen years of Travel Industry experience, working for such companies as Arista Travel (Leisure/Corporate), Regency Cruises, IVI Travel (Corporate), Yugo Tours, Carlson Travel Network (Corporate), Commodore Cruises, Royal Caribbean Cruises, Celebrity Cruises, and American Express Consumer Travel.
• Over Eight years of Financial services experience, working in numerous American Express Customer Service Disputes Industries (including: C/S Services, C/S Recon, C/S International, C/S Express Cash, and C/S Internet Services).
• Active supporter of the United Way foundation of South Florida
PROFESSIONAL BUSINESS REFERENCES ARE AVAILABLE UPON REQUEST |