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Candidate's Name II, MBA, CRP Dallas, TX ( PHONE NUMBER AVAILABLE ( EMAIL AVAILABLE
( www.eledlum.com
Executive Summary
Successful change agent, driving performance and process improvements
designed to positively affect the bottom line. Cultivator of enduring,
synergistic partnerships with both internal and external stakeholders.
Business professional possessing broad knowledge and understanding of
marketing and brand management. Skilled coach able to facilitate and
motivate positive departmental and organizational change.
Leadership Coaching | Cultural Change | Performance and Process Improvement
& Management
Organizational Development | Sales, Marketing and Business Development
Initiatives
Professional Summary
Consultant - Business Development / Call Center Operations/ Performance
Management 2012-Present
Independent operations/performance improvement consultant working
collaboratively with small businesses and educational institutions to
increase profitability through a market development, performance and
process improvement strategies. Successfully revitalize under-performing
organizations by designing streamlined processes, creating more effective
procedures for sales, account management, improving training and
development opportunities.
. Led and drove decision making of 4 person team to improve call center
operations improving conversions 117% and capacity by 150%, improving
annual revenue by 62.3% and decreasing cost by 45%
. Effectively used market segmentation strategies to identify market
opportunities and create services and products aligned to current
offerings and resources that positively impacted revenue.
. Partnered with marketing and graphic design firms to evaluate, design,
and implement internal/external marketing collateral and campaigns
around lead generation, SEO. Established evaluation criteria to drive
marketing channel investment decisions based on ROI.
. Managed day-to-day operations, design and lead leadership develop
team. Created personalized development plans, coordinated individual
projects and performance reviews, coached one sales rep to the
position of director of sales and operations, improved operational
efficiency by 56%
. Aiding in the development and design of non-profit dedicated to
children related causes. Working with executive staff to define
mission, vision, brand and development strategies.
Director of Enrollment (sales), New England College of Business, Boston, MA
2010 - 2012
Aggressively recruited and hired to transform NECB, a 100-year-old Byear
old accredited , re this section is a summary more specific to who i iness
leaderregionally accredited Business College, into an online university and
develop strategies to increase student enrollment and retention.
Collaborated with ACE, Whitney University, and Academic Partners to
leverage best practices across all institutions.
. Applied Human Performance Improvement (HPI) methodology to redesign
and automate enrollment and admissions processes. Reduced processing
time by 200+% leading to decreased cost/enrollment (CPE) and cost per
lead (CPL), and increasing student enrollment.
. Successfully used six sigma methodology to restructure Call Center
Operations and improve operational effectiveness. Developed and
implemented objectives, policies, and procedures to improve call
center rep effectiveness and efficiency, and increase caller
satisfaction.
. Used Lean/Six Sigma methodology to create a culture centered on
performance improvement and excellence. Trained key personnel on basic
principles of lean/six sigma, HPI methodology & performance
management, and ROI methodology to track impact on bottom
line/revenue.
. Cultivated and managed 50+ corporate and military partnerships.
Established credibility and integrity to generate employee and
military enrollment. Built relationships with notable corporations
including Bank of America, Verizon, JCP, Federal Express, Office Max,
and State Street Corporation.
. Increased profit margins 200% in 6 months; developed and coached
inside sales team resulting in 185% year over year growth (485% YOY
Improvement); improved motivation and job satisfaction, increasing
employee retention by 90%.
. Designed and implemented contact and account management strategy
resulting in increased talk time between school and student, thereby
increasing customer retention and expanding customer relationship by
20%.
. Increased customer satisfaction and loyalty by teaming with customer
service to create a holistic customer support and communication model.
Candidate's Name II, MBA, CRP PHONE NUMBER AVAILABLE Page 2
Enrollment Director (Business Development), Capella University,
Minneapolis, MN 2004 - 2010
Recruited to boost awareness of and strengthen the Capella brand while
increasing sales and customer loyalty through relationship building.
. Exceeded performance goals by 100%. Revised and personalized the
customer interaction process. Guided prospects through enrollment
process, fostering trust and confidence in the school programs.
. Collaborated with business development team to implement highly
successful ambassador programs and service strategic corporate
partners that increased leads and sales.
. Increased brand awareness and strengthened the brand image through
improved communication strategies. Increased retention rates by more
than 10% leading to increased revenue.
. Named one of the Top Enrollment Directors, consistently exceeding
enrollment goals by 10-50%.
. Ranked #1 in referrals and customer service.
. Received numerous awards for outstanding performance; 2004 Rookie
of the Year.
. Recognized for Highest Individual Enrollment and Highest Team
Enrollment.
Performance Improvement Coach, Bank of America, Bloomington, MN 2002 -
2004
Promoted from mortgage consultant to this executive training role,
developed programs to increase mortgage consultant and call center
performance. Designed an innovative and integrated approach to training
facilitation, coaching, and performance improvement.
. Teamed with senior management to design and develop comprehensive
cross-functional training strategies and formed a strategic leadership
and implementation team.
. Increased sales 20% and boosted operational efficiency 12%. Redesigned
call center and streamlined approvals process to meet demand, making
the call center the top performer of 5 centers.
. Crafted a new customer interaction model for the call centers that
ultimately resulted in 23% increase in sales and 97% satisfaction
rating from participants.
. Increased employee satisfaction 40+% in 6 months by creating an
employee-management council and serving as liaison between the groups.
. Received Rookie of the Year and Top Sales Person awards as a mortgage
consultant.
Program Facilitator/Coordinator, Union Settlement and Bronx Community
College, NYC, NY 1996 - 2002
Faculty; developed and delivered course curriculum for GED, business
skills, and computer skills. Credited with improving overall test scores
35%. Recruited new students and increased private donations by 60%.
Education / Professional Development / Memberships
MBA, Marketing, Capella University, Minneapolis, MN
MS, Training and Performance Improvement, Capella University, Minneapolis,
MN
BBA, International Business and Marketing, Baruch College, New York, NY
Certified ROI Professional, ROI Institute
Candidate for Six Sigma Green Belt and Design for Six Sigma Certifications
(2014), Aveta Business Institute
Facilitating Improved Performance, Development Dimensions International
(DDI) Talent Management
Goals and Setting Goals, Performance Appraisal Essentials, Introduction to
Project Management, Introduction to Lean, Introduction to Kaizen,
Introduction to Six Sigma, Skillsoft eLearning
Microsoft (Word, Excel, Access, PowerPoint, Outlook Macromedia
(Dreamweaver, Fireworks, Flash, Director), Adobe (PhotoShop, Aftereffects,
Illustrator, Streamline), Adobe Connect, Quark XPress, Sharepoint, Scanvec
Inspire, Gerber Advantage, Social Media Tools, PeopleSoft CRM, OneVue CRM,
CampusVue, WebCT, ACT!
Member: International Society of Performance Improvement (ISPI), American
Society for Training and Development (ASTD),
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