Clifford O. Spicer
Baltimore
Summary
Experienced manager with 8+ years of experience. Proficient in data-driven decision-making, collaborative leadership skills, and meeting/exceeding project deadlines. Strong track record of reliable attendance, collaborative skills, and high-quality work ethic. Seeking to join progressive companies in their journey to unify and strengthen their teams.
* Willing to Relocate to GA,TX,NJ, NC,TN
Overview
12
12
years of professional experience
1
1
Certification
Work History
Area Manager
Amazon
Baltimore, MD
03.2023 - 11.2023
- Implemented Agile methodologies to manage team of 150-220 associates, ensuring timely and high-quality project deliverables that met or exceeded project expectations/timeline.
- Spearheaded project segments with scope of about 5 hours per segment (twice daily), providing attention to detail in monitoring multiple areas (8 areas) of supply chain to establish accurate flow for each deadline/goal of all areas in segments.
- Set, enforced, and optimized internal policies to maintain responsiveness to safety, quality, and consumer demands, resulting in overall improvement in operational performance and customer delivery of 65k-70,000+ packages shipped across departments per segment.
- Identified and resolved project issues by applying general project knowledge and experience to develop and implement effective solutions that improved shift performance from 55 TPH to over 70+ TPH on average.
- Mentored and coached team members on Agile methodologies, project management best practices, and effective collaboration techniques, fostering culture of continuous learning and improvement within team, improving team morale, and reducing overall attrition rates.
Solutions Specialist
Verizon Wireless
Glen Burnie, Maryland
06.2021 - 03.2023
- Maintained top-ranking store contribution in location for new line growth while achieving 43% pull-through contribution and 20% SMB contribution to store, year over year, Achieving Winner Circle for team/store and myself in year of 2022.
- Provided complete product quality control and inspection help to maximize revenue, and improved customer satisfaction ratings by 40% by resolving issues efficiently and scheduling appointments, building customer retention.
- Worked closely with senior leadership to complete projects and solve complex issues on strict schedules, labor budgets, and store goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective sales tactics, achieving over 120% of the Sales & CPS goals for 6+ months.
Data Analyst /Medical Biller/Accounts Receivable
Cognizant
Baltimore, MD
05.2019 - 07.2020
- Evaluated impact of current medical business processes on users and stakeholders.
- Identified potential areas for improvement, resulting in a 20% reduction in process errors and a 15% increase in efficiency.
- Improved the team call rate from an average of 35-50 calls to 65-80 calls daily by implementing competition and connectedness (cohesion) strategies while maintaining an active daily call rate of 85 -100 calls resulting in a 20% increase in team productivity.
- Mapped process activities to identify shortfalls and identified options to rectify operational inefficiencies resulting in a 15% reduction in process lead times.
- Developed conflict reduction automated scripts used by developers in managing client medical systems to improve performance, likelihood to pay, and overall customer experience resulting in a 10% increase in customer satisfaction ratings.
Mobile Expert/{Business & Operations} Lead
T-Mobile
Ellicott City/Columbia/Owings Mills, MD
04.2014 - 06.2019
- Mentored new employees on administrative procedures, company policies, and performance standards, resulting in a 25% increase in employee retention and promoting stores to the top 20% of the company in terms of sales and customer satisfaction.
- Networked at events and by phone to increase business profits and revenue by 20%. Maintained current knowledge of technological device products, competitive offerings, and market developments to capitalize on growth and expansion opportunities resulting in a 15% increase in market share.
- Through in-depth research and assessment, control gaps in processes, procedures, and systems were identified. Suggested methods for improvement, resulting in a 35% reduction in loss prevention efforts (60% to 95% + monthly) and a 20% improvement in efficiency, customer satisfaction, and store profitability.
Supervisor
AMC Theaters
Columbia; Owings Mills; White Marsh, MD
01.2012 - 01.2014
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Conducted routine inspections of incoming materials to check quality and compliance with established
product specifications.
Education
Master of Science - Project Management
University of Maryland Global Campus
Largo, Maryland2022
Bachelor of Science - Business Administration
Morgan State University
Baltimore, MD2019
Skills
- Customer Relations/Sales Retention Strategies
- Project Planning & Strategic Management
- Leadership, Peer to Peer, Change Management
- Budget/Risk/Quality Management
- Project Scope/Schedule Management
- Administrative & Business Operations
- Project Management/Agile Methodology
- Cost Containment/Budget Administration
- Contract Management/Project Planning
- Project Estimation and Bidding
- Staff Retention/Team Bonding
- Safety Protocols/Expense Reports
- Contract Development/Staff Training
- Lean Manufacturing and Design
Certification
- Certified Disciplined Scrum Master from PMI. (DASM) (May 2023)
- Certified Associate Project Manager from PMI (CAPM) (May 2023)
- Project Management Certification from UMGC (December 2022
- Project Management Tools (Asana, Trello, Monday.com, Microsoft Project, Smartsheets, JIRA, Basecamp) (January 2021)
- Adobe Creative Suites (August 2017)
- Microsoft Suites Certification (Microsoft Offices/Google Suites) (January 2017)
- Certification in Public Notary (State of Maryland November 2017)
- Business To Business Specialist (T-Mobile 2015-2019)
- Operations/Merchandising Specialist (T-Mobile 2014-2019)
- Salesforce, SAP, POS (T-Mobile 2014-2019)
- Trainer (45+ AMC {2012}, 15+ T-mobile {2014-2019})
Timeline
Area Manager
Amazon
03.2023 - 11.2023
Solutions Specialist
Verizon Wireless
06.2021 - 03.2023
Data Analyst /Medical Biller/Accounts Receivable
Cognizant
05.2019 - 07.2020
Mobile Expert/{Business & Operations} Lead
T-Mobile
04.2014 - 06.2019
Supervisor
AMC Theaters
01.2012 - 01.2014
Master of Science - Project Management
University of Maryland Global Campus
Bachelor of Science - Business Administration
Morgan State University