Experience

Trizon Business Solutions

Program Manager (Operations Manager)                                                             2013 - present

·      Consultant assigned to a client site which performs credit repair services; given the

     responsibility of re-organizing and optimizing their Fulfillment Department (which includes: Customer Service, Data Entry, Processing and Mail Room agents and preparing them for the transition to Trizon’s call center.

·      Designed new interface features in Client’s CRM which helped increase agent productivity as well as provided valuable QA data for management.

·      Worked with IT staff to design and implement new reporting tools for management to more accurately track agent performance.

·      Defined new feature ideas for Client’s Cloud-based software program and customer interface web-portal and coordinated with IT to implement features designed to improve customer communications and user experience.

·     Successfully implemented a reorganization plan which increased efficiency and cut overhead costs by 37%.

·      Successfully coached Data Entry Agents to achieve record numbers for customer cases completed per day.

·      Defined and implemented process improvements which resulted in work for customers being produced and delivered within 24 hours of billing (a first for the Client).

·      Created, defined and produced new customer communications materials which increased customer correspondence by 20%.

·      Hire, train, schedule and manage all new and existing Fulfillment staff, conduct employee   reviews, and administer performance improvement plans.

·      Identified a data entry work backlog of over 5,000 customers; organized and deployed plan which brought work flow current in just 2 weeks.

·      Catalogued all processes, instructions and training materials for all software and procedures used by Fulfillment Agents. 

 

URBAN TRENDS, Inc.

Owner/President                                                                                                           2002 - 2013

·         Owner of a retail business, which sells a variety of women’s apparel and accessories.

·         Developed business concept and grew business from 2 employees and an annual revenue of $340K to 20 employees and annual revenue of over $1M in four years.

·         Managed budgets, procured inventory, supplies, supervised all merchandising, marketing, and interior design and construction projects.

·         Developed and produced all sales promotional materials and advertising

·         Conducted all sales/customer service training, company policy training and daily operations training for new employees and developed a training program for store managers to use in training temporary/seasonal employees.

·         Established and maintained relationships with an extensive vendor network, negotiated finance and delivery terms with vendors, worked with them in the design and development of new and exclusive products.

·         Established and maintained all visual merchandising plans and effectively conveyed that “vision” to employees for implementation.

·         Create sales/expense data tracking tools, budget analysis and sales/expenses forecasting tools to track and evaluate sales/product trends, occupancy costs, merchandise costs, etc.

·         Recruited, hired and trained all employees from hourly to management, insured EEO compliance, negotiated compensation, conducted performance reviews maintained employee files and supervised payroll.

·         Achieved the #1 ranking in dollars per square foot among Women’s apparel stores in Provo Towne Centre 70 of the 72 consecutive months the data was listed.

·         Negotiated lease agreements, procured funding for expansion, wrote employee policies and procedures.

 

BEST Consulting (National Resource Center)

Resource Manager/Technical Recruiter                                                                    1998 – 2001

·         As Resource Manager: Trained transitioning employees, provided career path advice, acted as liaison between senior HR, benefits departments, payroll and legal departments and branch employees regarding benefits issues, pay issues and Visa processing issues.

·         Conducted training classes for transitioning employees in resume writing, interviewing techniques, Consulting 101 and marketed them to prospective IT positions nationwide.

·         Administered and supervised employees on assignments such as online training, sales assistance, recruiting assistance and support for in-house software development projects

·         Provided outplacement services to terminated employees (i.e. resume coaching, full time job sourcing, job referrals, etc.).

·         Implemented Bench transition policy for SLC branch for transitioning employees.

·         As Senior Technical Recruiter: Recruited, screened, interviewed, performed background checks, sourced, negotiated compensation/benefits for candidates in the Information Technologies industry nationwide;

·         Managed and coordinated entire staffing process and conducted all new hire orientation training for BEST SLC, Reno and Phoenix locations.

·         Recruited and hired recruiting support staff, assigned and evaluated their duties, trained, coached and mentored them to achieve and/or exceed growth and retention goals.

·         Identified, recruited and trained technical resources to assist in the recruiting process through the administration of technical interviews.

·         Achieved Personnel Group of America’s “Performance Club” recognition for 2000 by accomplishing 114% of objectives.

 

SOS Technical Services

Lead Technical Recruiter                                                                                            1996 – 1998

·         Effectively recruited, screened, interviewed and placed candidates in the Information Technologies and Engineering industries into long/short term contracts and direct-hire positions.

·         Consistently achieved sales and placement goals among the top three percentile of the Technical Division.

 

 

Education & Training

Human Resource Management Certification                                                                 

University of Utah Continuing Education

 

University of Utah                                                                                                          

Bachelor of Arts Degree

 

 

 

Confidential              Page 2              Steven Tuttle