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Date Created: 12/22/15
CARRIE L. DUTTON Arlington, Texas 76002 (682) 300-4760 email@example.com SUMMARY: A seasoned call center operations professional, entrepreneur, and leader who can organize, direct, and execute aggressive business plans, marketing strategies, and operational processes. Skilled in driving sales, human relations, effective communications, partnership development, vendor relations, team building, and mentoring. EXPERIENCE: SALES/STORE MANAGER 2012 –10/2012 CarHop, Fort Worth, TX Oversee facility operations to include staffing, scheduling, maintenance and vendor management. Review all potential deals and work with both sales personnel and customers to ensure satisfaction. Train and mentor sales personnel to provide the store and district with future management candidates. LODGING OPERATIONS CALL CENTER, SR. SOLUTIONS MANAGER, PROPERTY INTEGRATION 2005 – 2011 Expedia, Inc., Global Supply Operations/Lodging Operations, Arlington/Dallas, TX Oversee workflow, time management, and operational execution of a team of 50+ staff members including operations, quality assurance supervisors, trainers, data analysts, call center supervisors and project coordinators. Responsible for administration, vendor partner support, integration of worldwide call centers, and global supply optimization. Track, review, and monitor processes to ensure operational efficiency, productivity, and profitability while anticipating and implementing changes designed to increase agent productivity and reduce costs. Develop operational strategies and increase efficiencies to achieve financial objectives through improved customer service scripts. Enhance communication platform performance utilizing NICE, AVAYA and BT systems, along with automation, generating annual savings in excess of $150k. Lead various global call center projects critical for operational performance objectives including: Seamless and successful relocation and start-up of call centers in Greece, Czech Republic, Kuala Lumpur, Sweden, Italy, and Germany. The design and implementation of global telephony/IVR solutions allowing supplier local access numbers at little to no cost to themselves. Portfolio integration of a multi-million dollar, global lodging operation organization and environment. OWNER/RECRUITER/CONSULTANT 2001 - 2005 Executech Professional Services, Rockford, MI Spearhead all business start-up functions including business plans and initial capital investment of a private employment services and consultation agency. Perform market research to identify product and service offerings that address market needs. Identify key target markets and develop cost effective marketing strategies to drive business. Develop a portfolio of products and services including installation of alternate procedures, changes in processing methods, modification of equipment, and redesign of products and services. Through consultative business practices, assist organizations to identify operational issues, streamline processes, and improve staffing methods resulting in cost savings of over 100k per year. DIRECTOR OF I.T., TECHNICAL|PROFESSIONAL PLACEMENT, BRANCH MANAGER OPERATION 2000 - 2001 Wise Personnel Services, Grand Rapids, MI Optimize, present, and sell technical and professional recruitment services to client companies. Direct a staff of 5 to develop sources of qualified applicants by conducting screening interviews, administering tests, verifying references, and completing background checks. Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees resulting in significant improvements in productivity. Achieve I.T. operational objectives by maintaining, repairing, evaluating, recommending, testing, and installing new technology as deemed financially beneficial. Create and contribute information and recommendations to strategic plans, operational reviews, policy and procedures, and action plans. CORPORATE PURCHASING OPERATIONS, MANAGER AND HUMAN RESOURCES 1996 - 2000 Arvco Container Corporation, Kalamazoo, MI Successfully lead projects including the transition, installation, and implementation of new and optimized manufacturing, purchasing, and inventory systems. Analyze operational processes and procedures for improvement potential in manufacturing, maintenance, I.T., and automation areas, saving $100,000 the first year with additional savings in each subsequent year. Obtain equipment, raw materials, tools, parts, supplies, and contract services by building and maintaining rapport with vendors, identifying then qualifying vendors, explaining requirements, studying and evaluating proposals, managing bids, and negotiating price, terms, and agreements. ASSISTANT Q.A. MANAGER, OPERATIONS MANAGER, AND ISO TRAINING COORDINATOR 1993 - 1996 Crown Vantage Corporation, Kalamazoo, MI EDUCATION: MBA, MANAGEMENT AND INFORMATION CONTROL 2001 Rushmore University, Dakota Dunes, SD
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