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KAYLA WHITE
309 Pueblo Trail,
Birmingham, Alabama 35001|P: (205) 798 –9876 |E: white.kayla@bellsouth.net
QUALIFICATIONS SUMMARY
High performance,
results-driven business Leader with 15+ years Management experience.
Demonstrative expertise, and distinguished performance in operational
management of multi-, national, and international site operations. Extensive
experience working in BPO/outsourcing environments.A decisive,
solutions-focused, and results-oriented expert in performance reengineering
with strong leadership, communication, creative, and analytical skills.
LEADERSHIP COMPETENCIES
·
Program
Management Vendor
Management Relationship Management
·
Call
Center Management Multi-Site
OperationsP&L Management
·
Strategic
Management Performance
Reengineering Disaster Planning
·
Operations
ManagementProject ManagementProcess Improvement
PROFESSIONAL EXPERIENCE
Pomeroy IT Solutions Hebron,
KY/ 2010 – 2011
Business Relationship Manager
Single point of
contact. Responsible forensuring the integrity ofthe Vendor relationship.
Expert on the SOWswhile assuring contractual Service Level achievement.Provide Reporting
and trend analysis. Define and implementprocess improvement. Prioritization of
projects and ensuring that projects align with the technology that best
provides maximum return on investment.
Select Accomplishments…
·
Manage
complex relationship with vendor to include contract review and negotiation for IT Service Desk
·
Operate
as a Bridge of Communication between
separate business towers, client and vendor, various levels of
management
·
Key
role on project team that created the Business Continuity Plan for the Global
Service Desks which encompasses 25 different vendor accounts
·
Drove
integration into client’s Change
Management process with approver status; allowing for the desk to increase
their efficiency and preparedness to upcoming events
·
Key
role in revampingvendor’s survey process
allowing for an more accurate assessment of performance
·
Coordinated
the efforts of the Outlook Migration, to include, feasibility, pricing
·
Facilitated
Business Reviews as well as project calls to drive adherence to programs
KAYLA
WHITE
309 Pueblo
Trail, Birmingham, Alabama 35001 | P: (205) 798 – 9876 | E: white.katla@bellsouth.net
Dell Computer Corporation. Austin,
TX /2004- 2008
Program Manager/
Vendor Management
Directed overall operations of multipleoutsourced
Customer Contact Technical Support Facilities and ensured corporate performance
metrics were achieved. Drove sites to Best of Breed consistently in multiple
categories (including revenue affecting categories: Customer Experience).
Select Accomplishments…
·
Created
and maintained Vendor Scorecard which was used companywide to evaluate
performance, source for upcoming projects, pricing, and to drive continuous
improvement among multiple vendors
·
·
Re-engineeredthe
Customer Satisfaction process amongst the Vendors which resulted in a 10% improvement,
a savings of $1.6 million in one facility, and my Six Sigma Greenbelt. Global implementation
of said processin 9 additional facilities.
·
Drove
performance among 4 Lines of Business (LOB’s) and Specialty queues. (Wireless,
Printer, Email/Chat)
·
Successfully
Implemented project launches. Accountable for the coordinated management of
multiple projects within multiple sites directed toward strategic business and
other organizational objectives
- Created and maintained the Business Continuity
Plans (BCRP/Disaster Planning) for global Outsourced partner locations.
Successfully executed seamlessly redirecting volume from an affected site
during Hurricane Katrina
- Vendor Audits: Created and maintained Control
Self Assessments (CSAs) for Global Outsourced partner locations as part
of the Sarbanes Oxley initiative
- Drove Partner site compliance to ISO standards in
US based outsourcers as well as, New Delhi and Cape Breton
·
Facilitated
Business Reviews as well as project calls to drive adherence to programs
- Responsible for Budget process and ensuring
invoicing accuracy within a target variance of +/- 3% monthly
TeleTech Customer Interaction Center, Verizon Online
Project Birmingham, AL / 1999-2004
Operations
Manager
Managed team of Operations Technical Supervisors in 800 seat facility. Provided
coaching and mentoring to ensure
performance standards were consistently met. Managed operating costs and
expenditures. Served as primary interface and collaborated with client to
develop program forecasts enabling adequate operational resource allocation.
Resolved customer issues. Earned multiple promotions during tenure to include
Manager of Communications
Select Accomplishments…
Ÿ
Ramped
up 800-seat facility, responsible for providing highest level of technical support
to business customers using multiple high-end customer care products: DSL,
dial-up, Macintosh, and e-mail support
Ÿ
Coached,
motivated, managed team of supervisors. Provided feedback - Gave recognition -
Recruited and hired team members. Teams consistently ranked in the top 10% of
the site.
Ÿ
Developed
and implemented Center Recognition program for entire site
Vesta
Insurance
Birmingham, AL /
1998-99
Manager – Customer Service, Data Processing, Policy Assembly
Directed
Inbound/Outbound call center. Drove performance toward metric goals.
Responsible for employee development, hiring, training, terminations.
Select Accomplishments…
Ÿ
Supervised
30 direct reports. Oversaw daily operations - Utilized effective supervisory
skills that resulted in an increase in closed cases of 23%.
Ÿ
Conducted
an in-depth study analyzing all reporting. Study served as basis to reengineer
metric reporting process and to increase performance efficiency.
Ÿ Ensured payroll accuracy - Coached and counseled staff members
Ÿ Gained Underwriting authority of $750,000
KAYLA WHITE
309 Pueblo Trail,
Birmingham, Alabama 35001 | P: (205) 798 – 9876 |E: white.kayla@bellsouth.net
Anixter Birmingham, AL /
1996-98
Technical Sales Account Executive
Sales of structured cabling products for the world’slargest
stocking distributor of Telecommunications products. Market consisted of government, schools,
and contractors. Used extensive
presentation skills and strong communication skills.
Select Accomplishments…
Ÿ
Generated
profits of $600,000 in first year, $750,000 in second year
Ÿ
Strategically
planned Sales and service of Structured
Cabling products
Ÿ
Turned
around an underperforming territory in part by generating new customers
United Parcel
Service,
Birmingham, AL /
1992- 96
Administrative Advisor
SME in identifying current and potential
defects in the administrative and billing processes and impacts on company’s
finances.
Select Accomplishments…
Ÿ
Became
a key figure in the implementation of Total Quality Management initiatives
Ÿ
Led
cross-divisional teams. Conducted and presentations - Conducted research - Conducted training
Ÿ
Handled
billing, collections, and payroll
Birmingham
Cable Birmingham, AL / 1989 - 91
Call Center Manager
Select Accomplishments…
Ÿ
Consistently
lead site to reach sales goals. Bonuses for staff were realized at no less than
10% of goal.
Ÿ
Developed
and maintained reporting and ensured quality standards
Ÿ
Managed
team of sales agents through employee development and performance coaching
EDUCATION /PROFESSIONAL
CERTIFICATIONS/AFFILIATIONS
Master
of Science in Management, Faulkner University, Montgomery, AL
Bachelor of Science in Marketing, University of Alabama
Birmingham, Birmingham, AL
Professional Developmental
Certifications and Ongoing Education/Training
Ÿ Six Sigma GreenbeltPMI Certification
expected Summer 2012
Ÿ Toastmasters MemberWell Versed in ITIL
concepts
COMPUTER SKILLS: Crystal Reports, Windows, MS Office, Visio,
Access, Motive, TCS, CentreVue, Publisher, Project,
Remedy
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