2011 to Present Ultra Mobile Imaging Hallandale Beach, FL

VP of Marketing

Responsible for 40 accounts.

Responsible for 100% public relations.

Coordinate billing for 40 facilities.

Review daily orders.

Review why orders are low or not at goal.

Create action plans to increase business.

Meet with V.P., D.O.N, and or Administrator to review HIPPA compliance.

Responsible for sales, and meeting the hour’s goal.

Manage the entire office including techs and Radiologist to ensure compliance.

Meet with Medicare and or Private Insurance to audit orders and validate HIPPA compliance.

March 2003 to March 2010 TMS Medical Health 4590 Communication Ave, Boca Raton, FL

Director Of Operations

Responsible for managing all day to day service delivery activities (inbound and outbound primarily) across multiple locations.

Responsible for meeting client expectations through effective program management and the delivery of quality program execution ensuring that goals and objectives are met or exceeded.

Accountable to effectively manage the center’s forecasted hours and productivity goals to meet financial and budget targets through appropriate staff and project planning.

Responsible for the management and coordination of all operational components related to program implementations including staffing, training, set-up, and reporting.

Support sales and marketing efforts by providing data for client presentations and meetings.

Support sales and marketing efforts by participating goal/objective setting for new client business.

Manage WFM as it relates to continual analysis and evaluation of strategic information and provide meaningful reporting of metrics trends. Assist in creating and implementing policies to advance positive results.

Manage all reporting for TMS

Manage and coach 4 Operations Managers with over 200 employees

***Here are some of the accounts I have worked with.

NOVARTIS

ACURIAN HEALTH

LIFESCAN

SANOIF AVENTIS

EXELON

BARR WAFRIN

ASTRAZENECA

PHARMACY STOCKING ON MUTIPLE PRODUCTS

March 2001 to March 2003 TMS Medical Health 4590 Communication Ave, Boca Raton, FL

Senior Operations Manager

Managed the Sprint business for the Boca office.

Responsible for sales, and meeting the hour’s goal.

Responsible for developing supervisors, trainers, and quality department to effectively deliver Clients goals.

Communicate with the IT department changes, and enhancement to systems based on the need of the Client.

Responsible for Interviewing agents, managers, QA, and trainers for open positions within the company. Then making a selection based on experience and or knowledge of the business.

Responsible for reviewing reporting for accuracy, and or development for anyone who are not performing.

Responsible for creating time lines and plan of action for any open issues.

In addition to the above I’m also responsible for multiple Clinical Trial/Pharmaceutical accounts managing Service Levels, and or hours goals.

Responsible for issuing call capacities based on agents trained. Also update forecasting to show how many calls we can handle.

Knowledge of Rockwell phone system.

Knowledge of Total Recall reporting associated with Rockwell.

xxx-xxx-xxxx Precision Response Cooperation 1313 NW 167th ,FL

Operations Manager (AMEX MR)

Focus on increasing sales on MR CFS (Sales increased by 4.5%).

Focus on increasing conversion (Conversion increased by 9%).

Develop supervisors and managers to increase performance and exceed client’s expectation.

Work with the TCS coordinator to ensure staffing and assumptions are accurate.

Create incentive plans for agents, Supervisors and managers

Budgeting and forecasting.

Host weekly status call with IT, QA, Management and Clients.

Review billing for accuracy.

Work with Account Management to increase revenue.

Partner up with the Client to increase Business.

Work with IT for reports enhancements.

xxx-xxx-xxxx Precision Response Cooperation 1313 NW 167th ,FL

Shift Manager (AMEX MCS)

Manage 6 supervisors and 120 agents.

Develop training and create incentives for agents to increase results.

Host weekly client status call.

Revise scripting for a more consultative sales approach.

Suggest and implement strategies to increase performance and results.

Review billing for accuracy.

Initiate different incentive plan to motivate the agents.

Implemented training course for new supervisors (work with the supervisors then recommend PRCU).

xxx-xxx-xxxx Precision Response Cooperation 1313 NW 167th ,FL

Senior Supervisor (AMEX MCS)

Supervise a group of 20 agents.

Create action plan for the account based on business needs.

Communicate the results to the client.

Coach and develop supervisors and agents.

Recommend enhancements to reports based on business needs.

Review training material based on agents performance.

xxx-xxx-xxxx AT&T American Transtech Ft. Lauderdale, FL.

Supervisor

Managed team of online associates, anywhere from 15 to 20 per team.

Developed associates, instructed them on different technique of selling skills, monitored and gave positive feedback. Held client sessions and did report summarization of those sessions.

Participated in developmental training.

Coach and develop agents to exceed goals.

Observed outbound calling list for maximum yield.

Motivated associates into achieving and exceeding goals and objectives.

Quality Representative

Monitoring and giving positive feedback daily for an average of 20 agents.

Accommodating Client’s sessions and summarizing the report for the feedback to the agents.

Motivate and develop agents to meet client requirement.

Sales Representative

Provided excellent customer service to customers, always giving accurate information.

Knowledgeable of company’s product and services.

Updated customers account information.

Praised by the client for my dedication and commitment to the customers on numerous monitoring sessions.

Education
xxx-xxx-xxxx University Of The West-Indies Trinidad WI

Business Management

Marketing

Interests

Carpentry, computers.

4126 NW 88th Avenue
Coral Springs FL 33065
PHONE:xxx-xxx-xxxx
e-mail: xxx@xxx.com