Felecia Favors
Garland,TX
Summary
Professional with strong leadership and management skills, focused on a Management and Escalations position in a support capacity. Highly dependable, ethical and reliable leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
6
6
years of professional experience
Work History
SENIOR MANAGER
INTELISYS
02.2018 - 05.2024
- Led cross-functional teams to successfully implement cost-saving measures, increasing profitability
- Mentored and developed high-performing teams, fostering a culture of collaboration and excellence
- Initiate personnel related actions and administration as needed for Partner Support and Cable teams
- Oversee training and daily performance of 12 support staff
- Monitor key SLAs and ensure team attendance meets performance goals
- Coach and counsel direct reports on performance, processes and practice, and expectations
- Develop and implement a core competency plan, ensuring team proficiency
- Manage a day to day workload balance across team members, focusing on individual daily processes and reports and other personnel issues
- Set goals and specific objectives to ensure quarterly bonuses are made
- Escalation point of contact to address and successfully resolve issues received from sales partners, suppliers, or senior management
- Resolving over 150 escalations within first year
- Responsible to hire and retain partner support and order fulfillment teams to fully support sales team growth, to include on-boarding assistance, as needed
- Conduct yearly performance evaluations of progress and productivity
- Deliver constructive feedback in a timely manner to increase understanding of job duties
- Compile employee bi-weekly quotes and order reports to assist management in making key operational decisions
- Interface with various departments, including partners and suppliers, and communicate effectively using active listening, open-ended questioning, and appropriate response skills
- Delegate team tasks based upon each support partner's skill level and knowledge, which reflects improved accuracy and productivity by 95%
- Mentor new employees on company character traits, behaviors, and systems
- Mitigate regulatory risks by ensuring employees adhere to program requirements as outlined in the company's compliance standards
- Manage daily operations within Central and West Regions
- Implemented new training programs to improve team performance and customer relations.
Education
Master of Science - Marriage And Family Therapy
Walden University
Minneapolis, MN01.2027
BACHELOR OF SCIENCE -
University of Phoenix
01.2016
ASSOCIATE OF SCIENCE -
University of Phoenix
01.2012
Skills
- Strategic Planning
- Operations Management
- Cross-functional Team Coordination
- Data-driven decision-making
- Troubleshooting and problem resolution
- Talent Development
- Organizational improvement
- Organizational Development
- Reporting management
- Teamwork and Collaboration
- Team Leadership
- Training and Development
Timeline
SENIOR MANAGER
INTELISYS
02.2018 - 05.2024
Master of Science - Marriage And Family Therapy
Walden University
BACHELOR OF SCIENCE -
University of Phoenix
ASSOCIATE OF SCIENCE -
University of Phoenix
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