Felecia Favors
Senior Manager
Zion
Summary
Versatile Senior Manager specializing in customer support and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
8
8
years of professional experience
6057
6057
years of post-secondary education
Work History
Senior Manager
Intelisys
01.2022 - 05.2024
- Managed a team of 10 employees, providing direction and support for daily operations
- Mentor and coach Manager and Supervisor
- Developed strategic plans to increase efficiency and drive revenue growth for the cable department
- Collaborated with cross-functional teams to successfully ensure productivity
- Initiate personnel related actions and administration as needed for cable team
- Coach and counsel direct reports on performance, supplier and company processes and practice
- Develop and implement a core competency plans (13), improving team proficiency
- Conduct quarterly KPIs proving progress and productivity.
Manager
Intelisys
02.2018 - 01.2022
- Led team of partner support and cable support professionals to exceed quarterly KPI expectations
- Trained staff on customer service techniques resulting in an increase in client satisfaction
- Hire and retain partner support and cable support teams to fully support sales team growth, to include on-boarding assistance, as needed
- Conduct bi-weekly performance evaluations delivering constructive feedback in a timely manner to increase understanding of job duties
- Interface with various departments, including partners and suppliers, communicating status and order progress
- Delegate team tasks based upon each support partner's skill level and knowledge
- Mentor new employees on company character traits, behaviors, and systems.
Supervisor Sales Support
Time Warner Cable
05.2016 - 12.2017
- Led team of 14 sales support specialists to achieve department goals and objectives
- Streamlined processes to improve efficiency and customer satisfaction levels
- Provided training and guidance to team members on product knowledge and order processing techniques
- Mediate conflict resolution between external vendors and internal departments
- Create monthly reports of employees' performance
- Hire and train new employees
- Ensure team is updated on current policies and procedures
- Perform monthly coaching and yearly evaluations.
Education
Master of Science - Marriage And Family Therapy
Walden University
Minneapolis, MNBachelor of Science - Human Services
University of Phoenix
Phoenix, AZAssociate of Science - Criminal Justice
University of Phoenix
PhoenixSkills
Results-driven leadership
Strategic planning
Talent development
Cross-functional communication
Documentation and reporting
Operations management
Resource allocation
Cross-functional team leadership
Team collaboration
Effective communication
Customer relationship management
MS office
Personal Information
Title: Senior Manager
Projects
Diversity and Inclusion: Education & Awareness Diverse Partner Incentive Program
Timeline
Senior Manager
Intelisys
01.2022 - 05.2024
Manager
Intelisys
02.2018 - 01.2022
Supervisor Sales Support
Time Warner Cable
05.2016 - 12.2017
Master of Science - Marriage And Family Therapy
Walden University
Bachelor of Science - Human Services
University of Phoenix
Associate of Science - Criminal Justice
University of Phoenix
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