Work History

Work History
Apr 2013 - Present

Senior Operations Manager

Global connection inc of america
  • Project manager and an integral part of implementing two new OSS/CRM databases as well as the training of employee’s and staff.
  • Partnered with IT to implement an inventory control system that provides a more effective and reliable inventory reporting system consisting of all related inventory operations.
  • Collaborate with IT and developer teams to develop solutions for outstanding issues affecting proper function of billing systems and revenue recognition process
  • Manage, supervise and oversee the day to day operations of two managers and their teams.
  • Prepare, develop and present sales forecasts and models; Produce and manage cost analysis models, for all relevant stakeholders.
  • Oversee the reconciliation of carrier bills to ensure there are no mistakes or inaccuracies.
Apr 2011 - Mar 2013

Operations Manager

Global connection inc of america
  • Worked as an essential part in helping grow our customer base from 20k to 120k.
  • Project lead in establishing strategically retail locations in the southeast and northeast US regions.
  • Responsible for scouting potential locations and taking care of any licensing issues with local and state municipalities as well as interviewing and hiring candidates to manage the store for direct distribution..
  • Produced, analyzed and distributed daily, weekly and monthly sales reports; Developed, produced and designed Ad Hoc reports as requested.
  • Created customized reports for daily operational tracking to verify data integrity and eliminate billing errors, including investigation and resolution of any variances
  • Maintained constant communication with vendors to ensure efficient and effective services within budgetary limits.
Jan 2010 - Apr 2011

Call Center Manager

Global connection inc of america
  • Managed and coordinated in-bound customer service call center of 35 employees; Improved call center operations by monitoring system performance measurements.
  • Identified and resolved problems; through the preparation and completion of action plans.
  • Prepared call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Contributed information and analysis to organizational strategic plans and reviews.
Jun 2007 - Jan 2010

Customer Service Supervisor

Global connection inc of america
  • Successfully managed and supervised call center team of 15 employees, including training new team hires.
  • Resolved 98% of calls from frustrated customers by helping co-workers, directly listening to the customers concerns and suggesting reasonable solutions. 

Education

Education
Sep 2012 - Aug 2014

M.B.A

University of Georgia College of Business

Professional Program

Jan 2010 - Dec 2011

B.A

Georgia Gwinnett College

Accounting

Certifications

Certifications
Oct 2014 - Oct 2014

Lean Six Sigma Black Belt

Performance Excellence

GE qualified Black Belt, certified by a Master Black Belt Design For Six Sigma(DFSS) course 4 weeks of training-DMAIC, LEAN, DFSS.