Don Davis' Resume (Last updated July 20th 2006)

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Donald L. Davis

Harrisburg, PA 17101

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OBJECTIVE

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Results-driven business professional with proven abilities in training, development and project management, including seven years call center operations in high-volume domestic and international operations. Able to identify areas of strength and weakness and implement company policies, standards, changes in operation and systems that optimize productivity and bottom line. Demonstrated ability to motivate staff to their maximum productivity and control costs by effectively using manpower and available resources. Expertise in:
  • Customer Relations
  • Business Systems Implementation
  • Policy/Procedure Development
  • Manager/Motivator
  • Team-Building/Staff Training/Development
  • Streamlining Operations

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WORK EXPERIENCE

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2005
General Manager

Coach Success Center

Lancaster, PA
Responsible for overall business operations including: floor operations, client relationship management, sales, budget, and facilities.
  • Oversaw daily operations of business.
  • Managed Profit and Loss of the business.
  • Forecasted monthly/quarterly revenue as well as overall budget for the company.
  • Directed sales and marketing the company.
  • Developed training program and materials for employees.
  • Motivated, coached and trained employees.
  • Responsible for all human resources issues including hiring.
  • Worked with clients on their campaign to ensure client satisfaction along with renewal of their contract.
  • Increased staff by 100%.
  • Increased monthly revenue by 65%.

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2001 - 2004
Business Services Analyst/Program Director

Electronic Data Systems

Mechanicsburg, PA
Direct functions involving client contact, forecasting revenues, create and update project documentation, improve program productivity and quality metrics, lead system changes, acquire additional revenue and support call center management.
  • Acted as direct liaison between EDS and external telecom clients.
  • Coordinated program operations for three sites on two continents.
  • Delivered presentations to telecom external clients as well as internal delivery managers.
  • Established off shore center for operations.
  • Traveled to Mumbai, India for 8 weeks to train and develop program operations.
  • Successfully established operations for 80 agents.
  • Decreased external client costs by 33%.
  • Created and maintained business program processes and documentation.
  • Prepared and analyzed reports for operations to ensure compliance with client contract.
  • Managed billable time and charges for monthly invoicing.
  • Organized, created and distributed program documentation of scripts, action plans and results analysis.
  • Managed monthly revenue.
  • Program billed in excess of $400,000 per month.
  • Attracted new business and developed growth.
  • Increased revenue over 270% since 2001.

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1999 - 2001
Back-Up Operations Manager

Electronic Data Systems

Mechanicsburg, PA
  • Responsible for the operations of a sales project for three months while the project manager was in Sydney, NS and Tucson, AZ training.
  • Traveled to Sydney, NS for floor support for operation managers and sales agents.
  • Responsible for assisting the daily operations of outbound sales program of 70 agents.
  • Worked with HR to arrange training classes, held monitoring sessions between 3 sites, responsible for agent recognition.
  • Attended conference calls with the external sales client to communicate results and to discuss any open issues between EDS and the external client.
  • Extensively involved in writing sales scripts

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1998 - 2001
Operations Supervisor

Electronic Data Systems

Mechanicsburg, PA
  • Supervised, motivated, and evaluated performance for 20 employees.
  • Delivered performance reviews.
  • Trained agents.
  • Exceeded weekly sales objectives: averaged 120% of the client?s objective.
  • Coached and monitored sales agents.

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1997 - 1998
Sales Agent

Electronic Data Systems

Mechanicsburg, PA
  • Contacted potential business customers by cold calling.
  • Consistently in the top 10 sales agent standings.

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EDUCATION

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Sept 1992 - May 1997

University of Pittsburgh

BA

  • Economics/Finance

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SKILLS

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Proficient in MS Office Suite (Word, Excel, Power Point, Access, Publisher), DAVOX Predictive Dialer software, SAP

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TRAINING

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  • Management Essentials Workshop
  • Supervisor Boot-Camp
  • Teamwork Workshop
  • Value and Diversity Workshop
  • Giving Effective Feedback Workshop
  • Time Management Workshop
  • FMLA for Leaders Workshop
  • EEO Workshop

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