Odessa Freeman
Birmingham,AL
Summary
Focused Project Manager adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing manufacturing employees and keeping efficient production in accordance with quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.
Overview
12
12
years of professional experience
Work History
Team Leader
American Express Travel
12.2022 - Current
- Drove team revenue by achieving top sales numbers, increasing department revenue by 25% year-over-year.
- Implemented performance measurements to track progress towards specific goals, leading to continuous improvement efforts.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Attended monthly sales meetings and quarterly sales trainings, contributing insights that led to a 10% rise in team sales performance.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Conducted regular performance reviews, providing constructive feedback and coaching, which led to a 20% improvement in employee performance metrics.
Assistant Project Manager
Conduent AHA | Contract
06.2021 - 11.2022
- Assisted in the successful completion of projects by coordinating tasks, monitoring progress, and maintaining documentation.
- Ensured client satisfaction through consistent communication, providing updates on progress and addressing concerns promptly.
- Planned, monitored, and analyzed project costs to meet financial goals, achieving an average cost savings of 10% per project.
- Managed subcontractor relationships effectively to ensure quality workmanship within deadlines and budgets.
- Supported timely project delivery by proactively identifying risks and developing mitigation plans, decreasing project delays by 30%.
- Actively participated in weekly project reviews with senior management to discuss progress updates, challenges faced, potential solutions, and future plans.
Project Coordinator
Intersolutions| Contract
03.2020 - 04.2021
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Led and supervised concurrent projects from initiation to delivery, effectively prioritizing tasks and delegating responsibilities, achieving an average on-time delivery rate of 95%..
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Successfully coordinated cross-functional teams, leading to a 25% increase in efficiency in achieving project milestones and objectives.
- Managed budgets effectively, ensuring resource allocation was optimized for maximum project success.
Technical Support Specialist
T-mobile
03.2017 - 05.2019
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolved 102 technical support inquiries per day.
- Documented support interactions for future reference.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
Operations Manager
Portfolio Recovery Associates
06.2015 - 11.2017
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Streamlined business processes by analyzing current procedures and implementing necessary improvements.
- Achieved a 15% increase in overall efficiency by implementing automation solutions and optimizing workflows, leading to a reduction of manual labor hours by 20%.
- Cultivated strong professional relationships with wholesale contacts and customers, resulting in a 20% increase in sales floor productivity and customer satisfaction.
- Ensured compliance with industry regulations by developing robust policies procedures.
- Established performance metrics to evaluate team effectiveness and identify opportunities for improvement.
- Mitigated risks through meticulous planning and proactive identification of potential issues in operations.
- Successfully onboarded new hires, achieving a 90% satisfaction rate in training effectiveness based on feedback and performance evaluations.
Account Manager
Portfolio Recovery Associates, LLC
01.2012 - 05.2012
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Resolved accounting, billing, and service delivery issues promptly, resulting in a 25% reduction in client complaints and a 10% increase in client satisfaction survey ratings.
- Effectively managed a diverse portfolio of accounts, ensuring 100% timely communication and achieving a 90% resolution rate for client issues within SLA timelines.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.
Collections Specialist
Portfolio Recovery Associates, LLC
01.2012 - 05.2012
- Managed outbound calls in a high-volume call center environment, achieving an average of 100 calls per day with a 90% call completion rate.
- Negotiated and collected balances in full, resulting in a 20% increase in immediate payment resolutions compared to previous collection efforts.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Processed payments and applied to customer balances.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Reduced delinquency rates by 15% through the implementation of proactive collection strategies and consistent follow-up procedures, optimizing cash flow and minimizing bad debt.
Education
Business Administration
Southern New Hampshire University
Hooksett, NH05.2026
Skills
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Strategic Thinking
- Interpersonal Relations
- Account Management
- Training and mentoring
- Stakeholder Management
- Customer Relationship Management
- Onboarding and Orientation
Timeline
Team Leader
American Express Travel
12.2022 - Current
Assistant Project Manager
Conduent AHA | Contract
06.2021 - 11.2022
Project Coordinator
Intersolutions| Contract
03.2020 - 04.2021
Technical Support Specialist
T-mobile
03.2017 - 05.2019
Operations Manager
Portfolio Recovery Associates
06.2015 - 11.2017
Account Manager
Portfolio Recovery Associates, LLC
01.2012 - 05.2012
Collections Specialist
Portfolio Recovery Associates, LLC
01.2012 - 05.2012
Business Administration
Southern New Hampshire University
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