Professional Profile Professional with a business planning background and IT experience. Positions include Customer Service Manager, Support Services Director, Call Center Manager, and Principal at own consulting business Web Edge Tech. Able to merge technology with business objectives for a cohesive planning process. Ideas and concepts developed from client interviews and cultivated from concepts and ideas into a living and guiding Business Plan document.
Using NLP (Neuro-Linguistic Programming techniques), see Words That Work by Dr. Frank Luntz and Words that Change Minds by Shelle Rose Charvet, coach business owners in creating strategies to increase business opportunities by developing focused, tangible, objectives. More management models demonstrated in Linchpin by Seth Godin and Trust Agents by Chris Brogan and Julien Smith
Management Expertise Management style is collaborative and inclusive. Believes in the creativity and self-motivation of people allowed to plan and organize their work according to goals and objectives. Partnership is key in building high performance teams, business associations, and project deliverables. Able to work and communicate with all levels within the organization. Still curious after all these years.
Areas of subject matter expertise include:
call center operations,
project management,
business consolidation,
third party vendor relations and management,
event planning,
direct sales,
and training.
Able to assimilate business practices quickly and add value to process and methods assessments.
Demonstrated learning agility translated a BA in English from Salem State College into writing skills for specification documentation, business plans, and social media. Able to take complex concepts and distill the essence of business needs, technology, and operations into manageable coaching, documentation and training sessions.
Skills
Certified in ITIL v3 Foundation.
Project Management certificate from Merrimack College.
IT background with Call Center operations and consolidation experience.
Resourceful project management skills in technical and non-technical implementations, vendor solutions, and process analysis.
Experienced budget planner, rolling forecasts, and expense/capital estimations for project planning.
Contract negotiations and SLA diligence.
Word smith for web site and email marketing content using NLP methods.
Social media experience engaged in non-profit and commercial application.
Flexible management style with ability to see the big picture and translate into action plans and accountability.
Philosophically a collaborative methods engager for team development and organizational behavior.
While comfortable with technology, has the people skills to manage, inspire, and develop.
