Resume for Courtney J. for Manager / Supervisor / Team Leader in Milwaukee, Wisconsin
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Milwaukee, WI | .. |
OPERATIONS MANAGEMENT PROFESSIONAL
LEADERSHIP | MANAGEMENT | OPERATIONS | RESULTS
Energetic, handson and results driven management professional with + years’ experience developing
and managing human resources in support of meeting mission critical operations, production and
customer service objectives. A selfmotivated analytical thinker; intelligent, articulate and driven to
|[pic] |AREAS OF KNOWLEDGE & EXPERTISE |[pic] |
|Leading & Motivating Teams |Six Sigma / Lean Processes |Negotiation & Interpersonal |
| | |Skills |
|Operations Management |Driving High Performance Teams |Financial Oversight / |
| | |Management |
|Customer Service Programs |Staffing & Performance |Quality Assurance Initiatives |
| |Evaluations | |
|Sales & Sales Presentations |Continuous Process Improvement |Training / Mentoring Staff |
* As client services manager developed and managed analysts and technical professionals in
completing a wide array of projects correlating with the organization’s key business initiatives.
* Hired and managed employees; including all aspects of training, evaluating, coaching,
counseling, managing performance and making salary, merit or other compensation
* As product support manager developed and managed professional and technical staff, working
closely with other operational units in delivering high quality customer services and customer
* Recipient of Trusted Business Advisor Award and President’s Club Finalist for sales achievements.
|[pic] |PROFESSIONAL PROFILE |[pic] |
Liberty Mutual Insurance, Milwaukee, WI /–Present
Liberty Mutual is a Fortune Company; one of nation’s largest insurers of autos, homes and life.
Sales Representative / Account Manager
Responsible for relationship building, new business development and account management in
representing a diverse range of financial and insurance related products and services.
. Recognized as top performer in the office; outsold all other sales representatives in the office for total
life insurance policies sold in FY.
. Exceeded first six months sales goal by % through a combination of professional drive,
interpersonal skills, presentation skills and negotiation skills.
ARI Network Services, Inc., Milwaukee, WI /–/
ARI provides business management solutions to , dealers, manufacturers and distributors
Providing professional handson aggressive business development in creating, building and leveraging
longterm business to business relationships, driving and managing sales in a double digit growth
. Recognized as “Top ” sales representative for the Q by quickly learning ARI product and
service value propositions and aggressively utilizing proven business development and sales
. Fully leverage vision, drive, interpersonal skills, presentation skills and negotiation skills to generate
leads, create sales opportunities and build a funnel of opportunities to meet or exceed sales objectives.
. Increase customer base through personal prospecting and upsell/crosssell existing customers with
emphasis on relationship building and commitment to value before, during and after client contact.
WageWorks, Inc, Mequon, WI /–/
WageWorks is the leading provider of consumerdirected benefits solutions for employers.
Product Support Manager
Responsible for developing tactical standards and support procedures to facilitate customer support
operations including managing professional/technical resources to coordinate and deliver customer
. Received/reviewed requests for support; developed and/or recommended solutions; provided resource
planning and allocation and directed day to day operations of support group in providing solutions.
. Hired and managed technical staff including all aspects of training and evaluating employees, coaching,
counseling, managing performance and making salary, merit or other pay increase recommendations.
. Managed internal client support functions including oversight for data setup, implementations, ongoing
monitoring, analysis of data files, data integrity, technical support and issue resolution provided to
. Developed and implemented service level agreements SLAs and managed the provision of product
support to ensure that service performance levels fully met the standards defined by the SLAs.
AT&T, Milwaukee, WI /–/
Network Client Services Manager /–/
Responsible for developing and managing a diverse team of technical services and support professionals
to meet a wide variety of technology initiatives, technical infrastructure improvements and technical
. Resource manager responsible for technical staff of + engineers, technicians and analysts
responsible for serving internal and external stakeholders performing technology projects throughout the
. Responsible for the identification of associate goals and performance objectives; developed direct staff
through coaching, performance feedback and performance development plans.
. Met with staff on daily basis to communicate objectives for the group, identify areas needing
improvement, to recognize good performance and to provided unit performance group/individual
feedback to staff.
. Tracked and managed key performance indicators KPIs; prepared forecasts of future resource
demand, performed gap analysis and took action to ensure that the right resources were available at the
. Reported business unit’s performance to executive management on a weekly basis using established
headcount, hours, attendance, financial and budgettoactual metrics.
. Developed and managed performance measures and ensured that all work was managed within
regulatory guidelines, timelines, critical paths, third party requirements and specified operating budgets.
. Met or exceeded corporate objectives for staff retention by creating a positive work environment, being
passionate about personal recognition and by recognizing and leveraging individual personal
Sales Executive /–/
Reported to sales manager; utilized a consultative selling approach calling upon Clevel and senior
executives to identify opportunities and promote, present and sell technology and telecommunications
products and services.
. Coordinated post sales implementation activities, managed projects and effectively managed accounts.
. Established new sales channel by developing alliances with key technology partners producing new
revenue that accounted for more than % of new business revenue objectives for Q/Q .
|[p|EDUCATION |[pic] |
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B.A. in Spanish, Mount Mary College, Milwaukee, WI,
Included courses in process management, work measurement, management controls and staff
|[p|HONORS & AWARDS |[pic] |
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Trusted Business Advisor Award
President’s Club Finalist
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