LaKeisha McKinney
Round Rock,TX
Summary
Experienced with strategic planning, team leadership, and operational management. Utilizes comprehensive business acumen to drive efficiency and innovation. Track record of fostering collaborative environments and achieving high-impact results.
Overview
26
26
years of professional experience
Work History
Senior Manager, Sales Operations
Dell Technologies
08.2019 - Current
- Implement process automation solutions, improving order fulfillment and reducing turnaround times.
- Manage cross-functional teams, fostering collaboration to achieve strategic objectives and improve customer satisfaction.
- Analyze sales data to develop insights, guiding decision-making and aligning strategies with organizational goals.
- Develop training programs for team members, enhancing skills and boosting overall team performance.
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
Global Supply Chain Project Manager
Dell Technologies
05.2009 - 08.2019
- Streamlined supply chain processes, enhancing order fulfillment efficiency by implementing automation solutions.
- Fostered strong relationships with stakeholders, ensuring alignment with organizational goals.
- Analyzed performance metrics to drive continuous improvement initiatives.
- Championed innovation by leveraging data-driven strategies to optimize business operations.
- Implemented key performance indicators for monitoring project progress, enabling swift corrective actions and ensuring success.
- Developed strong relationships with suppliers, negotiating favorable contracts and fostering collaboration for continuous improvement.
Global Portal Catalog Manager
Dell Technologies
11.2007 - 05.2009
- Managed global catalog operations, enhancing product visibility and accessibility across multiple regions.
- Led initiatives for process automation, resulting in reduced operational costs and improved turnaround times.
- Developed data-driven strategies to optimize inventory management and enhance customer satisfaction.
- Analyzed market trends and customer feedback to continuously improve catalog offerings and alignment with business objectives.
- Coordinated efforts between various departments to resolve any discrepancies or issues related to the catalog content efficiently and effectively.
- Collaborated cross-functionally with marketing and sales departments to align catalog offerings with promotional campaigns, driving revenue growth.
Corporate Business Group Account Support Representative
Dell Technologies
08.2003 - 11.2007
- Supported corporate business accounts by providing comprehensive operational assistance.
- Facilitated communication between sales and technical teams to resolve issues efficiently.
- Developed training materials for team members to enhance product knowledge and customer service skills.
- Collaborated with management to implement automation solutions, improving response times.
- Conducted regular account audits to identify potential risks or areas requiring additional attention, proactively addressing concerns before they escalated into larger issues.
- Contributed to increased sales by identifying upsell opportunities during account reviews.
Global Customer Care Representative
Dell Technologies
01.2002 - 08.2003
- Resolved complex issues efficiently, utilizing problem-solving skills to enhance service delivery.
- Collaborated with cross-functional teams to streamline processes, improving response times and service quality.
- Analyzed customer feedback and service metrics to identify trends, informing process improvements.
- Supported training initiatives for new team members, fostering a culture of continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
Consumer Escalation Representative
Dell Technologies
07.2000 - 01.2002
- Collaborated with cross-functional teams to streamline processes and enhance service delivery.
- Maintained comprehensive knowledge of product offerings to provide accurate support.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed training materials for new representatives to enhance team performance.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Consumer Customer Service Representative
Dell Technologies
10.1999 - 07.2000
- Resolved complex customer issues efficiently, improving resolution time and service quality.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery.
- Assisted in training new staff, promoting a culture of continuous improvement.
- Analyzed customer feedback to identify trends and drive enhancements in service offerings.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Huston-Tillotson College
01.1998
Skills
- Sales Operations
- Leadership
- Process Automation
- Customer Experience
- Project Management
- Cross-functional collaboration
- Cross-functional team coordination
- Troubleshooting and problem resolution
- Strategic planning
- Talent development
- Process improvement
- Training and development
Timeline
Senior Manager, Sales Operations
Dell Technologies
08.2019 - Current
Global Supply Chain Project Manager
Dell Technologies
05.2009 - 08.2019
Global Portal Catalog Manager
Dell Technologies
11.2007 - 05.2009
Corporate Business Group Account Support Representative
Dell Technologies
08.2003 - 11.2007
Global Customer Care Representative
Dell Technologies
01.2002 - 08.2003
Consumer Escalation Representative
Dell Technologies
07.2000 - 01.2002
Consumer Customer Service Representative
Dell Technologies
10.1999 - 07.2000
Huston-Tillotson College
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