Vernon Mc Daniel Email & Phone Number

Washington D.C. Metro Area

• Lead 25-35 person parking departments for several 3 and 4 diamond hotels throughout the United States. Responsible for 24-hour valet operations, 250-650 space self-parking facilities, and P & L responsibility inexcess.
• Selected the 2005 Baltimore District Most Valuable Player.
• Increased service levels by 15%.
• Consistently produced the top ranked supervisors in customer service and loss prevention in multiple districts.
• Led immediate turn around of multiple operations.

• Led operations of an 11 person switchboard and call center that served a 10,000 student community college. Was responsible for customer service, key performance metrics, training, logistics, and budget accountability.
• Rebuilt the department in all aspects of call center operations.
• Implemented a quality assurance program that resulted in a 93% quality rating 30 days after implementation.
• Attained a Customer Satisfaction Rating of 97%.
• Implemented E-mail Response and Mail Correspondence programs that increased the effectiveness and efficiency of information delivered to the call center’s customers.

• Led call center operations of 6 team coordinators and 100 customer service associates who processed credit card applications, answered general information inquiries, and sold credit card, travel, unemployment, and.
• Sales team was ranked 2nd in the nation for outsourced Providian Sales Groups.
• Increased Quality Assurance scores by 13% and developed the highest ranked team on the Providian project.
• Increased the overall productivity of the team by reducing absenteeism and Not Ready Time by 50%.
• Developed only teams to consistently meet Handle Time, Hold Time, and Occupancy Standards on Voice Stream project.

• .- Designed and taught lesson plans for American Literature, Biology, Business Math, Introduction to Business, Life Skills and Physical Education. Led college guidance department. Led daily operations of high school.
• Created and implemented career guidance and college exploration programs.
• Implemented high school level English Literature Program.
• Developed four All American athletes by implementing a collegiate style speed, strength, and conditioning program.
• Led basketball team to seven ACE Regional Championships.

• Led daily operations of Paids Proof, Direct Delivery Unit, and Account Information Control Unit departments. Responsible for proper payment of up to 140 million dollars a day to clearing bank. Directed inbound/outbound.
• Led start up of Direct Delivery Unit and developed it into a new revenue stream.
• Increased sales 300% by successful implementation of Gold Card’s Cheques on Call Program.
• Implemented quality improvements that produced a 20% reduction in processing time.
• Improved department productivity by 14%.

• Led up to 150 persons in several operations and staff positions. Responsible for administration, logistics, training, vehicle/weapons maintenance and leadership development of staff.
• Established and maintained excellent field communications during Panama Crisis.
• Created number one ranked programs in training and logistics at the Defense Language Institute.
• Led the worst Stinger Platoon in South Korea to number one ranking.
• Assisted in the planning and development as well as leading the first “live” mission for Stinger Platoons in South Korea. 1/89-3/90 CESO, 2nd Battalion, 9th Infantry Regiment, 7th Infantry Division (Light)7/87-1/89.

B.A., Business Administration

Activities and Societies: ROTC, Intramural Football, Black Students Association1980 Dean's List 1984 Distinguished Military Graduate

Business Administration