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Work experience

Dec 2009Present

Business Support Manager II

Bank of America
Apr 2009Dec 2009

Associate Experience Leader

Bank of America

Management of Associate Recognition programs for over 12,000 associates across multiple lines

of business and functions.

Responsible for employee ASSET teams, where employees share what is on their minds in a

positive, interactive forum with team engaged resolutions.

Created multi business sales campaigns to drive associate performance.

Created, prepared and administered annual Associate Satisfaction survey across 12,000

associates in conjunction with vendor.

Jun 2008Apr 2009

Contact Center Site Leader

Bank of America

Management of 400-450 employees’ performance for Credit Card Services.

Responsible for customer service and overall customer and employee satisfaction.

Exceeded sales goals and while improving associates performance and moral.

Jan 2007Jun 2008

Senior Operations Project Manager

Bank of America

Management of 8-10 employees several in a virtual environment across the country.

Responsible for project initiation, coordination and completion our ATM, Debit, Small Business

and Government Debit Non-Fraud groups.

Completed over 200 projects in the entire time in the roles with no significant funding.

Aug 2006Jan 2007

Operations Project Manager

Bank of America

Management of 8-10 employees several in a virtual environment across the country.

Responsible for project initiation, coordination and completion our ATM, Debit, Small Business

and Government Debit Non-Fraud groups.

Completed over 200 projects in the entire time in the roles with no significant funding.

Mar 2003Aug 2006

Customer Service Unit Manager

Bank of America

Management of up to 14 team managers with a span of responsibilty for 240-280 associates. 

Led cross functional retention unit across three states that supported all of the credit card retention efforts for the corporation.

Responsible for both associate and cusotmer satisfaction scores.

Award of Excellence recipient three out of four years.

Oct 2000Mar 2003

Customer Service Team Manager

Bank of America

Responsible for 16-20 associates sales and performance goals.

Coached associates to internal team and external unit goals.

Participated in annual incentive development and coaching training.

Supplied subject matter expertise for associate coaching greenbelt project.

Education

Bachelors Of Management

University of Phoenix
Jul 2009Jul 2010

MBA

Western Governors University

Skills

Leading People to Perform
In my last 10 years in my chosen career field I have been allowed to lead others.  In most roles I have had the repsonsibility of 350-400 associates in a fast paced call center environment.  Responsible for their moral, sales and call manamgement goals.    Beyond leading those who lead associates I have also spent time leading team members higher in the company as we were taske with completeing large technology projects in the ATM/Debit space for our business with large budget constraints.   In all areas that I have held responsibility leading others has been a key part of my responsibility and success. 

Objective

To work in an enviroment that I can improve, learn and be part of ensuring the company is reaching their finacial and social goals.

Certifications

Six Sigma Greenbelt Certified

Master Blackbelt