A Human Resources Consultant experienced in Organizational Effectiveness, Quality Process, Change Management, and Performance Management processes. Proven track record in improving personnel productivity while integrating new corporate strategies that involve effective changes in roles, responsibilities and business realignment.
AAFES Dallas, Texas••••• •••••
Team Manager Call Center Credit Card
Supervise a team of ••••• ••••• agents who handle online chat inquiries concerning credit card accounts. Coach, develop, evaluate, train, hire, prepare payroll, drive continuous improvement various performance mgmt duties and a strong focus on customer satisfaction. Communicate with all levels of management and drive continuous performance improvement.
IBM - Dallas, Texas ••••• - •••••
Consultant, IT Transformation and Performance Services
Participated as a member of a team in the development of I/T strategies through the design and implementation of multi-vendor, multi-platform-networked systems and associated processes, resulting in improved return on investment in IT, reduced cycle time, systems availability improvements and the optimized use of I/T resources.
Provided key organizational support and leadership for several customers with critical management issues. Provided detailed assessment to improve the clients overall organizational structure, which resulted in the company implementing a new organizational design that improved the decision process, morale and communication.
Assisted with the availability assessment project for a large credit card company, which resulted in the inclusion of over ••••• recommendations to improve overall availability of the IT services to end-users.
American Telegraph and Telephone (AT&T) - Dallas, Texas ••••• - •••••
Organizational Effectiveness Consultant
Consulted with internal clients and developed continuous improvement projects that integrated human performance/organizational effectiveness, change management and communication processes that increased personnel productivity.
Improved management relationships through team building and enhanced team management skill development.
Educated managers on Quality Process, facilitating their migration from hierarchy based teams to process managed teams
Taught the Quality of Work Life concept to union presidents and approximately 1,••••• employees, which resulted in better working relationships between management and union employees.
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Implement Change Management process that aided approximately ••••• employees in managing their lives while adjusting to companys downsizing efforts.
Consulted with and facilitated managers in Process Improvement opportunities, resulting in more efficient operation of offices.
Facilitated the Performance Management Process (a technique for setting office and individual goals) to ••••• managers.
Instructed and coached managers on effective appraisal processes.
Developed, reviewed and analyzed numerous surveys for management quality improvement initiatives.
Southwestern Bell - Houston, Texas ••••• - •••••
Staff Supervisor, Operator Services
Coordinated payroll and trained Directory Assistance Operators.
Developed the operator training package and facilitated classroom training.
Researched and investigated methods related to directory assistance.
Acting Group Manager ••••• - •••••
Managed ••••• operators including performance evaluation, attendance reviews, benefits, safety, and training.
Service Assistant / Clerk / Operator ••••• - •••••
EDUCATION AND PROFESSIONAL DEVELOPMENT
Texas Southern University, Houston, Texas - Major, Sociology
Richland College, Dallas, Texas - CE Certificates, Human Resources
Managing Organization Change, Call Center Mgmt Training
Managing and Improving Process / Quality (PQMI)
Project Management, Employee Relations, Labor Relation
Facilitator Skills Workshop, Human Resources Tools
PC-Windows, MS Word, MS Excel, MS PowerPoint
e-Business Management System, Sales Development
Professional Consulting Workshop, Project Mgmt
AAFES Team Performance Award, Malcolm Baldridge Team Award
Call Servicing Quality Awards: Gold, Silver, and Bronze
Hall of Excellence Awards, Salute Awards AT&T True Heroes,
YMCA Top Fundraiser Award, Volunteer Awards: C. F. Carr Elementary School