Hi, I’m
Vehonna Thompson
Somers Point,United States
Summary
Results-driven manager with a passion for team building, leadership, and motivation. Excels in customer relations and consistently builds strong relationships. Applies independent decision-making and sound judgment to drive company success. Committed to enhancing employee engagement and performance through training, monitoring, and morale-building. Achieves company goals through organized practices. Thrives under pressure and embraces new situations and challenges to strengthen the organizational brand.
Overview
22
years of professional experience
1
Certification
Skills
- Supplier Relationship Management
- Agile Methodology
- Stakeholder Relations
- Scope Management
- Operations Management
- Recruitment and hiring
- Performance Improvement
- Contract Negotiation
- Project Management
- Relationship Building
- Growth strategy
- Data Analysis
Education
Stockton University
Bachelor of Science from Computer Science Information Systems
Certification
Certified ScrumMaster - Scrum Alliance
Work History
Holman Enterprises
Information Technology Procurement manager
12.2022 - Current
Job overview
- Lead a 4-member team responsible for information technology sourcing, vendor management, and telecommunication expense management
- Team responsibilities include leading, supporting, and managing the bid process for large and/or complex purchases; ordering products and services directly from suppliers; analyzing spend against budgets through invoice reconciliation; tracking, reconciling, and managing payment of all telecommunication invoices
- Manage a technology portfolio of $100M+
- Create and run RFx's including design, scoping of requirements, and management of the entire process from start to finish
- Collaborate with finance and IT subject matter experts to lead efforts to determine the most appropriate solution (build vs buy vs subscribe and hybrid)
- Partner with IT leaders to manage spend and plan IT project procurement timelines
- Regularly look for ways to streamline procurement processes and engage in strategic initiatives
- Build and maintain partnerships with all business functions and ensure procurement is involved at the earliest stage of the buying process
- Leading a departmental strategic initiative to document and streamline the procurement request intake process
- Partnering with General Counsel and Risk Information Security leadership to streamline and socialize the rules of engagement between the three partnering departments
- Foster productive and trusted relationships with internal and external stakeholder across multiple levels, from frontline to executive levels, to drive engagement, buy-in and deliver lasting results
- Developed and implemented sourcing strategy in support of business unit operations (balancing cost, risk, and performance)
- Optimized multiple departmental processes and created knowledge management repository to drive team efficiency and effectiveness
- Interview, hire, and onboard new IT Procurement Category Leads and Financial Analysts
- Provide feedback, manage performance, mentor, support, and develop team members
- Promote positive, encouraging, empowering team environment that fosters growth and drives results
- Own and maintain supplier relationships at the highest possible executive level
- Participate in the investigation and resolution of escalations involving vendor performance
- Collaborate with project managers to ensure that the most innovative and highest-performing suppliers are identified and qualified to support the defined scope of services
- Identify opportunities to collaborate with key vendors to develop new offerings
- Support supplier relationship development and implement supplier management practices
- Manage influencing relationships with varying levels of leadership and individual contributors from multiple business units
- Maintain an external professional network to maintain awareness of procurement trends.
Holman Enterprises
Project Leader/Solutions Architect Supervisor
05.2021 - 12.2022
Job overview
- Oversaw a team responsible for facilitation of client prospect technology demonstrations and client technology training, writing technical scopes of work, creating help and training documentation, and creating internal/external feature enhancement communications
- Provided mentorship, guidance, and support, fostering the team's professional growth and performance
- Communicated the organizational and departmental vision and ensured adherence to company policy and industry standards
- Interviewed, hired, and trained new team members
- Collaborated with business leaders, and stakeholders within business units to define the IT product strategy aligned with the overall organizational goals
- Created and implemented internal and external client communication strategies for enterprise technology projects
- Developed and maintained a comprehensive product roadmap, prioritizing features and enhancements based on market trends, user feedback, and business priorities
- Led the team in defining product requirements, user stories, and acceptance criteria for development teams to follow during the software development lifecycle
- Ensured the product development process adhered to best practices, agile methodologies, and quality standards to deliver products on time and within budget
- Monitored the progress of ongoing projects, identifying potential roadblocks, and taking corrective actions to keep projects on track
- Fostered strong partnerships with engineering, design, and marketing
- Shared project management and agile methodologies throughout all stages of the project lifecycle
- Collaborated with other departments within and outside of Information Technology at all levels of leadership
- Maintained a clear understanding of the company's user interface (UI) and user experience (UX) style guidelines
- Regularly collaborated with marketing to ensure all communications and training materials met company branding standards
- Coordinated efforts between different teams to address dependencies and maximize efficiency in the product development process
- Engaged with internal and external stakeholders to understand their needs, gather feedback, and communicate product plans and updates effectively
- Managed expectations and provided regular updates on product development progress, milestones, and potential changes in scope
- Established key performance indicators (KPIs) and metrics to evaluate product success and identify areas for improvement
- Analyzed product performance data and user feedback to drive data-driven decisions for product enhancements and future iterations
- Developed deployment strategy plans for the launch of new system features and enhancements
- Effectively evaluated the team's tasks for better ways to maintain efficiency and productivity
- Wrote and issued the team's yearly performance reviews
- Managed client escalations related to technology concerns and technology training needs
- Promoted an encouraging team environment, influencing employees' ability to deliver high-quality products and services
- Regularly reviewed clients' usage of the company's fleet management system and recommended improvement areas to increase user adoption
- Gathered technical and business requirements and created process flows and scopes of work for assigned projects
- Led stakeholder meetings for new system features and functionality
- Provided leadership and support for company Roadmap and Customer Experience initiatives
- Developed and applied team processes that sustained strategic organization alignment.
Holman Enterprises
Project Leader
09.2019 - 05.2021
Job overview
- Member of a 4-person team that facilitated enterprise project-related internal training, wrote technical scopes of work, help & training documentation, and internal/external project communications related to the organization's client-facing fleet management system
- Promoted a positive, collaborative team environment
- Indirectly led and positively influenced teammates, providing any project support needed
- Scoped, communicated, and deployed company Roadmap and Customer Experience initiative projects
- Ensured compliance with project timelines and deliverables while maintaining focus on excellent customer user experience
- Upheld understanding of the company's user interface (UI) and user experience (UX) design guidelines to ensure the best customer user experience for all assigned projects
- Reviewed, monitored, and tested new customer-facing system features and functionality to ensure customer usability and adoption
- Subject Matter Expert for deployment, communication, and training of all Customer Experience initiative projects
- Led global deployment of complex enhancements and tools for customer-facing systems
- Produced customer product release communications, user guides, help documentation, and PowerPoint presentations for new and existing projects for global users
- The department was informed of new system features and functionality by providing demonstrations during monthly departmental meetings.
Holman Enterprises
Customer Engagement Center Manager
04.2016 - 09.2019
Job overview
- Built a 35+ member inbound/outbound call center that made vehicle service appointments for 18 Holman owned automobile dealerships contributing to over $1 million in revenue yearly
- Created department inbound and outbound call scripts
- Introduced and implemented interactive voice response (IVR) and automatic call distribution (ACD) solutions for the call center
- Incorporated standard operating procedures, training, a QA program and best practice methodologies into contact center operations
- Created and managed team's bonus pay program
- Managed vendor relationships and performance for several third-party products used by the dealerships and the department
- Created a highly engaged team and culture focusing on the company's core values, resulting in employee engagement survey results above the company average
- The department was recognized as a critical factor in the increased Customer Satisfaction Index (CSI) for several Holman dealerships
- Maintained and improved call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, and managing system improvement and quality assurance programs
- Created and executed the department growth strategy plan
- Regularly reviewed, evaluated and executed opportunities to expand department functions/processes and made improvements as needed
- Developed and tracked performance metrics, customer feedback, quality assurance and other KPI's
- Met call center financial objectives by estimating requirements, reviewing an annual budget, analyzing variances, and initiating corrective actions
- Incorporated knowledge management and customer relationship management systems best practices to improve the team's experience and the overall customer experience
- Regularly collaborated with Marketing to ensure awareness and understanding of all marketing campaigns for all dealerships
- Increased the number of Holman automobile dealerships supported by the department from 3 to 18
- Collaborated with the Information Technology team to evaluate hardware and software system requirements and needs
- Participated in the first strategy creation process for the department; results were included in the first overall Holman Retail Strategy Roadmap
- Led initiative with Service Department leadership and dealership General Managers to develop appointment-setting strategies to maximize dealership service lane traffic
- Lead contributor to the planning and foundation for the addition of the Sales sector of the department and the opening of an additional office in Houston, TX
- Created and communicated company departmental policies and procedures inclusive of complex, sensitive, and urgent issues
- Cultivated strong partnerships and maintained effective communication with all dealership stakeholders
- Regularly collaborated with Marketing to ensure awareness and understanding of all marketing campaigns for all automobile dealerships
- Partnered with manufacturer third-party marketing teams on service and parts marketing campaigns and details on dealership websites related to service and parts departments.
Holman Enterprises
Call Center Operations Supervisor
08.2014 - 04.2016
Job overview
- Utilized coaching and mentoring skills to oversee a team of 25 call center technicians as they provided driver assistance and maintenance oversight for over 1,000,000 of Holman's fleet customer's vehicles
- Oversaw day-to-day operations of the Call Center, ensuring high levels of performance in quality and efficiency, average handle time, first call resolution, and adherence to schedule
- Supported the team to maximize their ability to apply their knowledge and skills on the job
- Evaluated the team's performance weekly and developed action plans to provide necessary coaching to achieve performance goals
- Actively interviewed and hired new service technicians
- Maintained and implemented team policies and guidelines
- Conducted bi-monthly team meetings to communicate performance results and expectations clearly
- Created a positive and professional work environment through positive recognition and supportive work relationships
- Resolved interdepartmental and operational problems quickly and efficiently
- Developed new ideas and processes to improve Call Center efficiency and productivity
- Successfully coached and developed lower-performing team members to be able to meet the expected performance goals
- Communicated business strategies and results to the team to confirm their understanding of their lane of business
- Partnered with other department supervisors in creating content, scheduling guest speakers, and leading monthly department town hall meetings.
DaVita Healthcare
Guest Services Contact Center Supervisor
11.2011 - 08.2014
Job overview
- Led a 15-member team that processed, expedited, and accurately entered data of all permanent dialysis placement requests for New York State and New England
- Trained and evaluated new teammates while providing feedback daily
- Monitored the team's phone calls and provided phone skills coaching as needed
- Coordinated and led weekly team meetings to provide company and departmental updates
- Developed and issued the team's yearly performance evaluations
- Maintained and implemented team policies and guidelines
- Conducted monthly presentations on regional areas of responsibility for senior leadership
- Coached and assisted the team in the integral building of relationships with hospital social workers
- Promoted a positive, professional work environment incorporating the company's core values
- Interviewed potential new teammates and made recommendations for hire to management
- Assisted in the growth of the Contact Center from sixty teammates to over two hundred teammates.
Resorts Casino Hotel
Casino Hotel Services Supervisor
11.2008 - 11.2011
Job overview
- Managed a cross-trained team of 30 call center agents, hotel operators, and housekeeping/facilities dispatchers ensuring productivity, customer service objectives, and company standards were achieved daily
- Acting manager for 2 years while supporting department Vice President in handling all departmental responsibilities
- Oversaw coordination and accurate data entry of all hotel rooms, entertainment, dining, and transportation for complimentary, direct mail, transient, and convention reservations
- Completed comprehensive and effective department employee schedule that met office demands and equality
- Interviewed, hired, trained, and evaluated new and existing personnel, including the issuance of yearly performance evaluations
- Created and implemented team policies and guidelines
- Promoted a positive and professional work environment within the office and interacting departments
- Ensured accurate billing and monitored expenses for outside services such as golf, aircraft, limousines, scooters, flowers, and entertainment
- Reconciled the department's monthly profit & loss statement
- Made recommendations and suggestions to management for improving operations and reducing costs
- Stakeholder in review and feedback for all promotional public and media communications before printing and releasing to customers
- Led weekly team meetings to communicate pertinent company and departmental information and track the progress of employee performance and training
- Created hotel inventory forecasts to manipulate all room blocks for the casino and hotel to maintain maximum occupancy while yielding effectively
- Updated and monitored availability for casino tournaments, headline showroom events, and specialty events to ensure high occupancy based on no-show percentages
- Oversaw Box Office functions inclusive of Ticketmaster systems
- Member of the Executive Communication Approval Committee.
Resorts Casino Hotel
Lead Player Development Coordinator
11.2005 - 11.2008
Job overview
- Managed the day-to-day planning, direction, management, and front-office administration of the department
- Confidante to the department Vice President and the fifteen Player Development Executives
- Assisted the Player Development Executives with administrative responsibilities and outbound telemarketing
- Provided an elevated level of personal service to high-end customers and celebrity guests
- Oversaw the activities of all coordinators, ensuring all executives received the same level of support and all customers received the highest level of care
- Accurately created dinner, event, hotel, show, and transportation reservations for high-end customers from details gathered in oral and written communications
- Coordinated with other departments for special projects such as marketing campaigns
- Ensured customer database records were up to date by verifying information and then updating records
- Produced and maintained customer distribution lists used to create targeted event invitations
- Communicated details of casino and hotel events to customers in oral and written format
- Attended weekly team meetings to get status updates for all events, information on upcoming events, and any customer concerns or issues
- Wrote and formatted monthly informational newsletter that was distributed to over 3,500+ customers
- Department first point of contact for assessing and correcting computer issues.
Borgata Hotel Casino & Spa
Customer Care Representative
04.2005 - 11.2005
Job overview
- Used outstanding guest service skills to assist guests with appropriate accommodations and arrangements with regards to VIP guest reservations and room assignments
- Used analytical skills to evaluate guest's play to determine and establish comp profiles for guest reservations
- Received inbound calls in response to various mailings and invitations, slot tournament reservations, while assisting the database marketing team with player's account updates.
Resorts Casino Hotel
VIP Services Representative
01.2003 - 04.2005
Job overview
- Accepted and serviced incoming calls from casino, direct mail, restaurants, interacting departments, and transient and hotel sales guests
- Accepted and serviced requests and inquiries for hotel rooms, restaurants, amenities, transportation, theater and special events
- Utilized cross selling techniques with promotions, unavailable dates and up-selling accommodations
- Interacted with casino customers via AS400 computer application to distribute complimentaries based on their level of play, via the supervisor approval and comp philosophy
- Entered hotel transient and package guests, along with a detailed knowledge of the Hotel and available amenities to enhance sales conversation
- Completed data entry of paperwork for the Host/Player Development staff, Tour & Travel, Conventions and Junket and Splinter Representatives
- Accurately entered complimentaries for room service, restaurants, limos and direct mail
- Communicated with Restaurant Management to ensure reservations were entered correctly, blocks were adjusted, and opportunity was maximized for occupancy
- Maintained full knowledge of hotel status, current entertainment and availability, the comp philosophy and all special events to ensure cross selling opportunities were recognized
- Advanced knowledge of the hotel cashiering system with the ability to comp off charges for a patron based on the established complimentary guidelines
- Met and exceeded job performance goals with performance review rating of Exceeds Expectations
- Completed outbound telemarketing (including surveying) to new, active, and inactive customer base.
References
Available upon request
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programs401k matchPaid time offStock Options / Equity / Profit SharingWork from home optionFlexible work hoursHealthcare benefitsTeam Building / Company RetreatsPaid sick leaveTimeline
Information Technology Procurement manager
Holman Enterprises
12.2022 - Current
Project Leader/Solutions Architect Supervisor
Holman Enterprises
05.2021 - 12.2022
Project Leader
Holman Enterprises
09.2019 - 05.2021
Customer Engagement Center Manager
Holman Enterprises
04.2016 - 09.2019
Call Center Operations Supervisor
Holman Enterprises
08.2014 - 04.2016
Guest Services Contact Center Supervisor
DaVita Healthcare
11.2011 - 08.2014
Casino Hotel Services Supervisor
Resorts Casino Hotel
11.2008 - 11.2011
Lead Player Development Coordinator
Resorts Casino Hotel
11.2005 - 11.2008
Customer Care Representative
Borgata Hotel Casino & Spa
04.2005 - 11.2005
VIP Services Representative
Resorts Casino Hotel
01.2003 - 04.2005
Stockton University
Bachelor of Science from Computer Science Information Systems
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