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 EnterprisesSomers Point, United States
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 EnterprisesMount Laurel, United States
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 EnterprisesMount Laurel, United States
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 EnterprisesMaple Shade, United States
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 EnterprisesMount Laurel, United States
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 HealthcareFrazer, United States
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 HotelAtlantic City, United States
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 HotelAtlantic City, United States
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 & SpaAtlantic City, United States
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 HotelAtlantic City, United States
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 TimeLocation Preference
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