Stephen Attwood

Experience

• 

  Hollywood Video

  Oct 1996 - Aug 1998

  Assistant Manager

  • Saved company money by creating schedules for employees to maximizing efficiency of staffing during peak times; incorporating and managing employee relationships and utilizing employee strengths.• Increased store revenue by 18% focusing on repeat customers and customer referral.• Created payroll for store and assisted in training other store management in payroll functions.• Controlled inventory and ordering of new merchandise including accounts payable and accounts receivable. Show less

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  Sprint

  Aug 1998 - Feb 2016

  Operations Supervisor

  Utilized strategic planning in managing team of 15 employees. Led through oral and written communication. • Interviewed candidates and made hiring recommendations, improving quality of personnel and team performance.• Managed performance by analyzing personnel skillsets, establishing trust, and providing mentoring, resulting in individualized management style that met team performance goals.• Researched and resolved customer issues that were escalated from contacts made to company president’s office.• Improved metrics by helping supervisors and managers understand new processes and procedures.• Ran management team, resolving difficult situations in fast-paced environment, resulting in continual improvement, and achieving ranking of number 1 in enterprise. • Transformed and implemented Net Promotor system process, including creating information circle from employee to upper management, ensuring all levels within company collaborate toward creating consistent focus on quality of customer service and employee relationships. • Created and improved company coaching standards by focusing on resolving root issue and 1st-call resolution, increasing customer satisfaction by 9%• Analyzed costs and implemented cost reducing strategies, including applying Six Sigma to uncover workforce redundancies and removing overlapping processes, resulting in 50% reduction in call-handling time.• Developed coaching strategies that ensured employees were able to adapt to continuous changes in telecommunication industry, reducing training time and associated costs.• Implemented progressive issue resolution focused on customer satisfaction and finances, reducing team and department costs.• Trended metric results and implemented strategies which lead to continual improvement.• Utilized SMART goal setting for employees, supervisors, and manager, ensuring achievable success and resulting in top-5 ranking management team. Show less

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  The University of New Mexico

  Apr 2016 - Nov 2016

  Facilitate the pre-award process, administrative and technical guidance and support to faculty and staff seeking outside funding for research, public service, and special sponsored institutional projects and submission of contract and grant proposals. • Negotiated, administered, extended, terminated, and renegotiated contracts and sub-contracts, as appropriate to the specific position. • Focus includes handling aspects of post award functions, including budget revisions, no-cost extensions, requests to spend funds, and overall maintenance of the department's contracts and grants indices.• Coordinated receipt of awards and contract documentation; maintained proposal and funding records in database systems, and prepared schedules and special reports, studies and analyses. Show less Perform advanced accounting functions in the management of the organization's business affairs. Perform advanced, multifaceted accounting and related functions in such areas as ledger maintenance and analysis, cost and/or financial analysis, fund reconciliation, posting, and inventory control. Analyzed complex financial and operating data and prepared management reports, financial statements, and projections.• Performed advanced accounting functions in a major department, ensuring balanced budgets and spending by faulty, leading to a more maintainable structure for following policies and procedures to be compliant with contracts, federal, state, local laws, university policies, and other regulations.• Developed comprehensive reports, analyses, impacts and projections for management and funding agencies resulting in more dependable and consistent flow of finances. Show less

  • Contracts & Grants Coordinator

    Aug 2016 - Nov 2016

  • Accountant 2

    Apr 2016 - Nov 2016
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  Grainger

  Nov 2016 - now

  Senior Manager

  Lead leaders to improve coaching and development of over 200 employees. Lead the change in coaching philosophy of the company, created continued improvement in the center through both customer and internal metrics. In charge of the ecommerce channel, focusing on the Chat functionality for the company. • Coordinated reporting and action planning for customer feedback resulting in a significant improvement in customer satisfaction year of year.• Strategic expansion of the Chat program in the contact centers. This included expansion into another center, creation of training program, hiring, reporting, and implementation of a new system for connecting with customers. Show less