LESLIE N TWINE

9257 Ramblewood Drive #1335 * Coral Springs, FL 33071 * (954) 305 - 8135 * lt657
1c6@westpost.net
SUMMARY OF QUALIFICATIONS:
* Currently pursuing MBA degree from Nova Southeastern University
* Professionally trained in Six Sigma, Method 1 and Project Management
* Over 15 years of extensive value-driven, results-oriented organizational manag
ement and leadership
* Outstanding communication and interpersonal skills including presentation expe
rience
* Strong and proven customer-focused manager who thrives in complex environments
* Well-developed organization, planning and time management skills
* Demonstrated strength and expertise in operations, organizational improvement,
sales and call center and management
* Extensive experience in team-building, problem-solving, developing and motivat
ing employees

PROFESSIONAL EXPERIENCE:

Associate Director of Admissions 2008-2010 Ka

plan University, Ft. Lauderdale, FL
* Coached six Team Leaders and ninety team members to ultimately increase the te
ams overall sales conversion and start rates from 3% - 5% per term of students e
ntering the universities' graduate programs
* Facilitated ongoing training for all team members and scheduled lead distribut
ion
* Implemented and monitored student follow up procedures and utilized performanc
e metrics to analyze and improve team production, also motivated team members th
rough implementation of team building activities
* Provided weekly performance reporting updates to department Sales Directors an
d Senior Leadership
Team/Project Leader - Disputes/Credit Collections 2005-2008 American Expres
s, Ft. Lauderdale, FL
* Managed Payment Collection teams responsible for securing payment for credit a
ccounts with delinquent account balances of 50K+
* Developed and implemented Six Sigma strategy to drive down charge dispute reco
nciliation defects to improve sigma levels from 4.62 to a 4.82 yielding an annua
lized savings of $100,000
* Organized and lead the initiative to reduce cycle time of processing charge di
sputes at an annualized savings of $1 million
* Successfully met business objectives by cross training employees to support mu
ltiple functions as well as implementing quality assurance systems that reduced
dependency on overtime and improved employee satisfaction
* Negotiated collection settlements and collaborated with corporate clients and
management for resolution of accounts payable

Project Leader - OPEN Small Business Network 2000-2005 Amer

ican Express, Phoenix, AZ
* Collaborated with Marketing and Industrial Engineers on issues related to reva
mping performance metrics, implementation, strategic planning and evaluation whi
ch allowed team leaders to effectively manage their teams
* Developed, implemented monitored and evaluated a "paper-off" strategy to drive
 card members to the Web and ensured project objectives were achieved through co
llaboration with various work units impacted by project initiative
* Directed, supervised and developed operators to meet and exceed goals in the a
reas of Quality, Productivity, and Availability, as well as meet all Service Lev
el Agreements
Supervisor - Call Center 1996-2000
American Express, Phoenix, AZ
* Provided executive leadership as lead facilitator of Employee Retention and De
velopment team. Helped to improve overall employee satisfaction and attrition ra
te by 24% with a cost savings of 1.2 million dollars
* Developed and launched successful cross selling program in the Phoenix operati
on center that resulted in company leveraging existing customer relationship to
generate additional revenues for the brand
* Directed activities to implement a performance coaching and counseling guideli
ne strategy that is now standard operating practice in all proprietary service c
enter
Operations On-Site Manager 1994-1996 PeopleSystems Inc., Killeen
, TX
* Provided a full range of human resource services for the AT&T Solutions Telema
rketing Center of 800 employees. Assigned Inbound and Outbound sales associates
to specific work teams, by determining their ability to achieve client specifie
d performance targets
* Implemented and managed semi-annual recruiting programs
* Established and maintained payroll accounts for an average of 200 employees
* Worked closely with AT&T management team in creating performance plans for Peo
pleSystems staff employees

TRAINING & EXPERTISE:

* Production and operations management, Sales Management, Call Center management
, project implementation, public speaking, policy development, dispute resoluti
on, financial analysis, staff development and supervision, strategic planning an
d problem solving
* Participated in anti money laundering training, data privacy training, new hir
e recruitment and retention training, Six Sigma (green belt) training, Method 1
training, Project Management training
* Microsoft Office, Word, Excel, Outlook, Lotus Notes, Power Point, Project, Pub
lisher

EDUCATION:
Nova Southeastern University, Davie, Florida
Master of Business Administration Degree Candidate
Jones College, Jacksonville, Florida
Bachelor in Business Administration Degree w/ emphasis in Marketing