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DIRECTOR OF CALL CENTER OPERATIONS Resume Example

Resume Score: 70%

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DIRECTOR OF CALL CENTER OPERATIONS
Executive Profile

Visionary operations leader with solid experience managing all levels of multiple business programs, including planning, budgeting, development and administration. Strong call center operations and information technology leadership experience. In-depth knowledge of strategic planning and business unit development. Unique combination of seasoned leadership and technical know-how. Proven track record building highly effective performance-based teams focused on adding value to the customer. History of fostering strong, trust-based relationships with staff, peers, upper management, vendors and partners.

Skill Highlights
  • Leadership
  • Communication/Trust
  • Strategic objective execution
  • Process improvement
  • Change management
  • Problem-solving
  • Business operations
  • Staff development
  • Vendor partnerships
  • Strategic planning
  • Call center technology
  • Consistently meets goals
Core Accomplishments

Acquired, developed, motivated and retained high-caliber business managers and top-tier staff. A seasoned leader, with more than 15 years in call center operations and information technology management and more than 8 years managing large contact centers (300+ and 600+ customer service agents). Organized and engaged staff to deliver performance objectives and provide exceptional customer service. Experienced change agent, building strong relationships at all levels of the organization to move the culture forward in a changing business climate. Solid operations experience directing the processing of Medicaid and Affordable Health Care Act applications. Focus organizational objectives on the customer in line with company mission. Generated and executed business and financial plans in response to business strategies. Established key metrics, measures and controls to achieve business and performance objectives. Analyzed performance data, benchmarking with all business partners to rework processes for success. Establishes a climate that results in exceptional customer service. Committed to continuous process improvements to achieve objectives, quality management. Builds strong relationships with upper management, peers, vendors and staff to influence success and continuously improve performance. Strong, independent decision-making ability and negotiation skills.

Professional Experience
DIRECTOR OF CALL CENTER OPERATIONS Jan 2012 to Current
WASHINGTON HEALTH BENEFIT EXCHANGE - Olympia, Washington
  • Planned, directed, built and implemented the Exchange's call center operation.
  • Staffed the call center with 300+ customer service representatives responsible for processing Medicaid and Affordable Health Care Act applications.
  • Established business processes with Insurance carriers and state agencies' call centers.
  • Incorporated process improvement and quality assurance processes into daily business operations.
DEPUTY ASSISTANT COMMISSIONERMar 2005 to Jan 2012
EMPLOYMENT SECURITY DEPARTMENT - Olympia, Washington
  • Directed a staff of more than 600 call center agents and insurance adjusters and a budget of more than $40 million.
  • Managed strategic planning and day-to-day operation of three statewide call centers delivering timely unemployment insurance benefits to the citizens of Washington State.
  • Provided vision, direction and leadership to a management team responsible for more than 600 call center agents and adjudicators.
  • Established operational strategies to ensure timely and quality services.
  • Developed and implemented performance-management dashboard.
  • Created and monitored performance indicators focused on service delivery.
  • Secured and built strong relationships with partners and suppliers.
  • Implemented technology to boost call center performance.
  • Led continuous process improvement and Lean management efforts.
  • Directed process improvements that eliminated agency's recession-created adjudication backlog.
  • Spearheaded the acquisition of virtual-hold technology, which saved the agency $20,000 a month.
DEPUTY ASSISTANT COMMISSIONERMar 2002 to Mar 2005
INFORMATION TECHNOLOGY - Olympia, Washington
  • Directed the management team, staff and vendors to provide all IT network and infrastructure services to the Employment Security Department, including desktop computing, print and file servers, Wide Area Networks, Local Area Networks and voice networks.
  • This included all technology for a 300-agent call center offering unemployment insurance to Washington citizens.
  • Directed a staff of 75 IT professionals and a budget of more than $10 million.
  • Implemented and supported Microsoft Exchange and Active Directory services; Telecommunications (PBX, IVR, CTI, Call Centers, VOIP); Nortel and Genesys call center systems; CISCO switches and routers, application servers; Nortel and Genesys call center systems By organizing and managing vendors and operational units, we implemented new technology solutions over a 3-year period that saved the agency millions in procurement and maintenance costs.
DIRECTORJan 2000 to Jan 2002
INET Technologies - Richardson, Texas
  • In consultation with other departments, my organization developed technical requirements and design for the switching platform.
  • Directed a staff of 45 software development professionals and a budget of more than $5 million.
  • Developed roadmaps of feature deliverables, planned and scheduled load packages, and directed the efforts of team of software developers in the design, code and test of soft switch and SS7 signaling gateway.
  • Increased staff productivity with performance-management tools.
  • Developed plans for H323, SIP and media gateway functionality.
  • Organized unit into 5 functional areas with technical leads to coach and manage the software engineers.
SENIOR MANAGERJan 1994 to Jan 2000
MCI TELECOMMUNICATIONS - Richardson, Texas
  • Directed the strategic planning and deployment of nationwide switching and call center systems, including traffic management for 3,500 agents at seven call center locations.
  • Directed a staff of 75 switch engineers and vendor managers and a budget of more than $100 million.
  • Applications included prepaid card, 800 service, Line Information Database and Calling Name Database, operator services, Voice Over Internet Protocol (VOIP), Interactive Voice Response platforms, and directory services.
  • Managed software and hardware deliveries from CISCO, IntervoiceBrite, Periphonics, IBM, HP, Sun, and Compac.
  • Planned all hardware upgrades to meet national capacity demands.
  • Spearheaded vendor management, deployment, and performance of ACD and IVR platforms.
Education
Bachelor's Degree, Management Information Systems and Business ManagementDallas Baptist University - Dallas, Texas
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Resume Overview

Companies Worked For:

  • WASHINGTON HEALTH BENEFIT EXCHANGE
  • EMPLOYMENT SECURITY DEPARTMENT
  • INFORMATION TECHNOLOGY
  • INET Technologies
  • MCI TELECOMMUNICATIONS

School Attended

  • Dallas Baptist University

Job Titles Held:

  • DIRECTOR OF CALL CENTER OPERATIONS
  • DEPUTY ASSISTANT COMMISSIONER
  • DIRECTOR
  • SENIOR MANAGER

Degrees

  • Bachelor's Degree , Management Information Systems and Business Management

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