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NEW RES RESUME R2 Updated 2015

  1. 1. References Available Upon Request. Patrick O. Agoha 66 Glen Park Avenue Las Vegas, Nevada 89183 Phone: (702) 742-8627 CAREER PROFILE A competent, skilled, self-motivated and results-driven professional with a strong record of achievements in providing necessary operations management and personnel motivation expertise to ensure streamlined operations, customer satisfaction, and significantly increase proficiency and profitability. Expertise includes - Client Acquisition and Relationship Management (CRM); Enrollment and Analysis, Billing System Reporting, Personnel Development & Training; Human Resource Management; Total Quality Management (TQM); Business to Business Operations (B2B); Strategic Marketing; Profit/Loss & Short/Long Term Budgeting; Forecasting/Cost Analysis. And Incensed insurance specialist. . Computer Operations - Microsoft Office Professional Suite; Microsoft Outlook, PowerPoint, Publisher; WordPerfect Suite, GDS, Opera, Archtics, Guest Bridge, ICE (Interactive Customer Experience), ISO- 2000, etc. Excellent communicating, listening and negotiating skills, coupled with the ability to effectively establish and maintain rapport with all levels of personnel, management and clients. Proven background at highest levels of leadership, mentoring, team building, planning, organizing, and problem-solving, all of which realized significant contributions to bottom-line results. People Oriented • Service Oriented • Results/Profit Oriented EDUCATION MINNESOTA SCHOOL OF BUSINESS, Richfield, Minnesota Associate of Art Degree - Paralegal Studies UNIVERSITY OF SOUTH DAKOTA, Rapid City, South Dakota Masters of Business Administration (MBA). NATIONAL AMERICAN UNIVERSITY, Rapid City, South Dakota
  2. 2. Bachelor of Science – Business/Tourism Management PROFESSIONAL EXPERIENCE 2011 - Present MGM RESORTS INTERNATIONAL – CALL CENTER, Las Vegas, Nevada Service Professional • Perform a diverse range of operations responsibilities to include, but not limited to: handling group reservation call-ins, providing accurate property and rate information, booking rooms, suites, dining and entertainment; all of which resulting in highly profitable, efficient and smooth flowing operations. 2008 - 2011 MYBULLFROG.COM, Henderson, Nevada Verizon Wireless Premium Retailer Senior Sales Associate • Provided new accounts acquisition, prospecting, sales and service, troubleshooting equipment difficulties, ordering, receiving, merchandising, stocking, customer service, and cashiering. 2005 - 2008 FAMILY DOLLAR STORES, INC., Las Vegas, Nevada Store Manager • Bottom-line operations management responsibility encompassing all aspects of operations, including: staffing and overseeing both productivity and performance of personnel; human resource operations; profit/loss analysis; merchandising; ordering, receiving and stocking/modular reset; comprehensive inventory control; bookkeeping and banking; scheduling and payroll control; profit/loss analysis, lost prevention, cash management; store safety and maintenance. 2002 - 2005 SAM’S CLUB WHOLESALE, INC., Las Vegas, Nevada Assistant Store Manager - Soft Line Departments • Responsibilities encompassed: innovative corporate merchandising plan development; inventory control management; allocation of hours and expense control administration; profit/loss analysis and review; Business-2-Business contact for wholesale and small business purposes; and complete risk control/safety management of facility. • Managed team of 40 hourly associates and 3 salaried managers, including: time and attendance tracking; conducted daily pre- opening associates meetings and staff performance appraisals; and problem-solved both customer service and employee issues while implementing viable solutions. • Teamed with new managers and introduced Business-2-Business marketing in the field, resulting in a new membership enrollment
  3. 3. increase of 10%, order pull increased 5%, and order sales increased proportionately 5%.  Quality/Safety Manager---coordinated and managed all quality and safety activities. 2001 - 2002 ALAMO CAR RENTAL LMD, Denver, Colorado Operation/Branch Manager • Managed all daily branch operations, including: efficient scheduling of rental delivers and pick-up; up-sold products add-ons; rental contract clarifications/explanations; completed insurance replacement rentals consistently; fleet management; profit/loss, collections and bank deposits. • Implemented program incorporated dropping off rental vehicles at targeted business premises or locations substantially expediting vehicle delivery. Resulted in reduced travel time for delivery crew, increased rental occupancy 25%, and increased sales 20%. 1999 - 2001 QWEST COMMUNICATIONS INTERNATIONAL, Denver, Colorado Manager/Coach - Call Center • Managed national team of sales/technical customer service specialists including: trained specialists on acquisition and retention utilizing best practices; reviewed/analyzed data uncovering opportunities; performed weekly quality control remotely and personalized training; analyzed routing systems to recommend significant service enhancements. • Conducted new product training developing specialists through high-level coaching and feedback maximizing performance; planned and conducted team management meetings ensuring all customer service corporate objectives and goals were met and/or exceeded. • Hired, trained, coached and counseled staff to meet company and personal goals. • Developed and implemented Reader Board Program motivating employees, and significantly increasing corporate awareness resulting in enhanced employee morale and productivity. 1996 – 1999 TELETECH FACILITY MANAGEMENT, INC. - Call Center, Denver, Colorado Customer Service Supervisor Supervised, coached and mentored a team of 20 to 40 USPS customer service agents responsible for variety of services offered by USPS. Conducted side-by-side and remote monitoring of agents for training and quality improvement. Trained, mentored, and coached escalation team to effectively troubleshoot difficult calls and customer service issues which
  4. 4. resulted in reducing general call handling time by 20%, call queue time by 10%, and increased service levels by 10%. Also, I worked on various projects during my tenure at TeleTech. Such projects are AT&T, CompuServ, America Online, T-Mobile, Prodigy UNITED STATES ARMY / NATIONAL GUARD – Transportation and regulation specialist, Military Journalist & Public Affairs Specialist

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