Resume

• 2004

  Bachelor of Business Administration - BBA

  Operations-Project Management

  President and Founder of the Latin American Club

  University of Arizona

  Doctor of Business Organizational Management

  The best HR professionals are now leading the charge\nObtaining a Doctorate Degree in Organizational Management provided the knowledge needed to \n• Run

  implement and develop any operations project

  corporate strategy

  and program management \n• Provide extensive knowledge to graduate students seeking an MBA\n• Manage Human Resources primary objectives \n• Role of Doctor of Management as HR Professional/Project Manager/Organizational Psychologist • • \nCourses included:\n•Safety of the workforce.\n•Development of:\n • Superior workforce.\n • HR Management.\n • Employee-oriented company culture \n • Personal ongoing development.

  Organizational Leadership Management

  University of Phoenix

  GPA 3.53

  Retail Personnel Management

  Organizational Leadership

  Information Systems

  UNIX

  Human Resource Functions

  Operations Management

  Human Resource Certification

  Working towards the SHRM Certification-University of Texas

  Leadership For Results

  National Honor Society-Higher Education-University of Texas -El Pas

  Global Certification

  Achieve Global

  Leadership Skills

  National Honor Society-Higher Education-University of Texas -El Paso

  Working Towards Program Management Certification-PMC

• 1994

  Master

  Learned how to manage software applications such as:\n• Application for C++ to create computer programs for art applications

  music players

  and even video games\n• UNIX brand applied to the family of multitasking

  multiuser computer operating systems that derive from the original AT&T UNIX command line operating system\n• Created IT projects such as commands for the functionality of elevators

  creation of screen saver \n• Learned to build local area networks (LANs) and home networks\n\n\n\n

  Information Systems

  University of Arizona - Eller College of Management

  GPA 3.22

• 3.0

  Seeking employment in Tucson

  Arizona- El Paso

  Texas Areas

  English

  Spanish

  SHRM Professional Training

  Completed Professional Development Training for SHRM Certification\nParticipation in the National Society of Leadership and Success led by the Sigma Alpha Pi from the University of Texas at El Paso

  Texas.\n2013-Certificate for participating in the Leadership Program Series \n2013- Certificate for participating in the UTEP L.I.V.E. Leadership Conference 2013

  Human Resources Management/Personnel Administration

  General

  SHRM Essentials of HR Management

  The University of Texas at El Paso

• Completed 145 hours Internship for Special Education for the Master of Education at the University Of Arizona

  Casa De Los Ninos Tucson AZ

  Strategic Planning

  CRM

  Performance Management

  Operations Management

  Team Leadership

  Interviews

  Business Analysis

  Process Improvement

  Leadership

  Human Resources

  Microsoft Office

  Team Building

  Customer Service

  Training

  Management

  Coaching

  Change Management

  Organizational Development

  Call Centers

  Vendor Management

  SKILLS THAT CONTRIBUTE TO THE SUCCESSFUL LEADERSHIP OF HISPANIC IMMIGRANTS IN THE UNITED STATES

  The Dissertation Advisory Committee Chair approval in 2008. The oral defense of my dissertation was

  in essence

  my formal introduction to my new colleagues—getting it approved made me an expert on my subject. In the defense I was able to clearly explain my work and how it aligned with other research and scholarship in the business field.\n\nThe purpose of this qualitative study was to identify and describe the skills that contribute to the successful leadership of Hispanic immigrants. A disproportionate number of recent Hispanic immigrants arriving in the United States are not skilled and have not had the opportunity of becoming successful leaders (Huntington

  2004).The data collected from the face-to-face interviews and documentation with the participants from El Paso

  Texas was used to identify 14 key factors that may have contributed to the leadership success of the participants.I dedicated this dissertation to the future Hispanic immigrants and their generations. I hope this study may

  in some way

  serve as an educational tool that provides an insight into their leadership roles.

  SKILLS THAT CONTRIBUTE TO THE SUCCESSFUL LEADERSHIP OF HISPANIC IMMIGRANTS IN THE UNITED STATES

  Research

  Jolley

  DM

  Dr. Carmen S

  Jolley

  DM

  El Paso Independent School District

  GC Services

  First Data Corporation

  University of Phoenix

  Tucson

  Arizona Area

  • Manage daily operations of 500+ multilingual employees \n• Ensure contractual and scorecard of metrics agreement requirements was met \n• Handle Traffic Spreadsheet to forecast call volume to create agents schedules.\n• Offer undertime (UT) or extra time (ET) when needed\n• Ensure BPO services meet client's contractual agreements\n• Conduct monthly presentations for client\n• Meet client’s balanced scorecard metrics that provided the annual performance areas\n• Managed Multilingual Team \n• Customer service provided in 10 languages such Chinese (Cantonese/ Mandarin)

  Tagalog

  Creole\n• Ensure outstanding customer service was provided to customers from multicultural backgrounds

  Operations Manager

  First Data Corporation

  El Paso

  Texas Area

  Held dual accountability for Operational and Training/QA departments; served as Chief Quality Advisor on product development and delivered training in product education and operations for all operators.\n • Design curriculum and Development\n • Manage departmental budget\n • Andragogy Management\n • Conduct orientation

  new hire training

  refresher training to new hires\n • Team-based hiring of the best possible talented employees recruited via employee referrals \n • Deliver orientation and articulated critical information to expedite new hire transition\n• Employee development including on-the-job training

  training transfer

  internal training\n• Manage 25 training specialists and 15 QA specialists and department budget\n• Recruit

  hired

  conduct orientation and

  supervised the training of new hires \n• Deliver training interviewing techniques

  hiring

  terminations

  anti-harassment workshops\n • Ensure OSHA and workplace safety were enforced to minimize injuries report\n• Coach and train management team in becoming problem solvers \n• Serve as CRM Ambassador for all Client's Call Centers\n

  Operations Manager/Training Manager/Quality Assurance Manager

  GC Services

  Tucson

  Arizona Area

  • Focus on the compensation

  hiring

  performance management

  organization development\n• Conduct training safety

  wellness

  benefits

  employee motivation

  communication

  administration \n• Enforce company's policies

  disciplinary actions

  and employee development training \n• Support company's business-client relationship plans\n• Train employees to promote the best performers while helping poor performers get better\n• Develop effective working relationships with diverse people from different cultural backgrounds\n• Receive recognition such as the \"Diamond in the Desert\" \n• Implement the \"Start with similarities

  not differences\" campaign among employees to \n• Build relationships among a diverse workforce

  Human Resources Manager

  First Data Corporation

  El Paso

  Texas Area

  Call Center Start Up-Vendor Management-Outsourcing\nContinuously improve processes to ensure the client's benchmark were met\nMaintain % Absence below 3%\nMaintain good working relationship with the client\nKeep KPIs : AWT

  AHT

  ASA

  PB within allowable metrics\nMeet MTD and YTD client's metric expectations\nManage people in a way that reinforces employee empowerment

  and contribution\nBuild a world-class management team and drive a strong culture of accountability.\nConduct peer reviews and internal interviews for OMS

  Training/QA specialists

  Unit Managers

  Operations Manager

  GC Services

  El Paso

  Texas Area

  Project Manager/ OM GC Services

  El Paso-Texas January 2005 – September 2015\n• Management of client projects to ensure inbound/outbound calls were handled by bilingual agents and Unit Managers without any issues\n• Manage teams of hundred plus bilingual employees to ensure superior customer service \n• Serve as Chief Advisor and center point of contact to the VP of operations \n• Directly supervised floor managers

  front line CSRs

  quality and trainer specialists\n• BPO experience. Served as a liaison between inshore and offshore location in Makati

  Philippines\n• Assisted HR with disciplinary actions

  FMLA leave

  FLSA employee training\n• Conducted Work Force Reduction meetings \n• Reviewed and added needed changes to job descriptions for OMS

  Unit Managers

  agents\n• Ensures projects meet the five PM processes to ensure client;s satisfaction\n• Monitors expenditures of the departments to conduct program operations within budget allocations\n• Train extensively in project management\n• Performed Behavioral Interviews to exempt employees seeking Management Roles\n• Ensure policies

  procedures

  and reporting are in compliance and confidential\n• Maintain and ensure managers

  direct reports

  supervisor

  peers promotes diversity\n• Ensure contractual needs are met between the vendor and client\n• Provide consistent formal and informal coaching/feedback to employees\n• Perform HR role by creating

  delivering and enforcing SOPs \n• Run command center by maintaining Employee Work Force (EWF) exceptions\n• Maintain utilization % within the required metrics.\n• Maintain and ensure MTD and YTD Key Performance Index (KPI) are met.\n• Position requires a strong management/leadership/negotiating skills.\n• Working towards a certification in Project/Program Management\n• Accountable for E-Z learn leadership courses management development and motivation\n. Workplace safety

  employee relations

  compensation planning

  labor law compliance and training.

  Project Manager

  GC Services

  El Paso

  Texas

  •\tUse pedagogy approach to convey knowledge for students to understand and remember \n•\tFollow the school lesson plans \n• Focus on instructional practice

  assessment

  and learner feedback\n•\tGreets child by name each day upon arrival at the School \n•\tModify teaching styles to minimize obstacles that prevents student’s learning\n•\tRespond to the individual student’s needs from the beginning to the end of teaching session\n•\tEmbody the school district’s mission and values\n•\tMaintain confidentiality as defined by the Family Educational Rights and Privacy Act (FERPA)\n

  Bilingual Teaching Assistant

  El Paso Independent School District

  Arizona

  * Facilitate MBA courses allowing practical application of YTD theoretical business knowledge\n* Undergraduate Academic Business Retail HR Management \n* Leadership

  Human Capital

  Talent Management

  HR Concepts: ADA

  EEOC

  Title IX

  Fair Labor\n* Maintain open communication with students by being available and responsive online \n* Share real-life job-related experiences\n* PMP processes are taught from PMBOK 5th edition\n* Motivate students to apply practical direct application to the workplace within the field \n* Provide quality feedback and comments to students' responses in the discussion forum\n* Grade weekly assignments on a timely basis \n* Post Instructor's announcements that relate to course-related topics\n* Participate in faculty meetings and discussions about improving instruction\n* Review and submit final grades \n* Review of curriculum as needed including participating in assessment processes \n* Maintain professional and technical knowledge by attending educational workshops\n* Teach within an assigned content area \n* Serves as an instructional model for faculty members by sharing exemplary facilitation techniques\n* Coach and counsel students when academic assistance is needed\n

  MBA/Business Retail Management Adjunct Faculty

  University of Phoenix