director of implementation and customer support resume example with 7+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

Highly efficient Call Center Manager with over 10 years of experience implementing sales and customer service strategies within multiple fields. Seeking to bring my proven track record of improving operational stability, efficiency and profitability into a management position. Obtained a Masters in Business Administration in June, 2013

  • Project Management
  • Employee Training, Development & Leadership
  • Customer Retention & Service
  • Call Center Management
  • Operations Management
  • New Account Development
  • Consultative Sales Management
  • Strategic Planning
  • Account Management
  • Contract Management
  • Dialers - Five9, NICE inContact
  • JIRA, Freshdesk
Kaplan University , Expected in 2013 Masters of Business Administration : - GPA :
Florida Atlantic University , Expected in 2009 Bachelor of Arts : Management and Marketing - GPA :
Azz - Director of Implementation and Customer Support
Houston, TX, 2020 - Current
  • Formed, developed and executed the recruitment plans and managed the full life-cycle recruiting process including sourcing, recruiting, screening, job offer negotiation and managing pre-employment checks
  • Established and oversaw policies, procedures, continued training modules and processes that impacted the quality of service as well as the efficiency ratings
  • Worked as project lead in all new customer system onboarding and process change functions increasing overall implementations by 25% between Q4 2020 and Q1 2021
  • Prepared Strategic Business Operations Plans and other various Executive reports
  • Coached, mentored and counseled as necessary; provided leadership to the support staff
  • Set performance standards to meet the needs of the company and customers, independently evaluated and revised as necessary
  • Implemented ticketing system to meet department SLAs and provide direction and support to Customer Service team
  • Maintained and improved departmental operations by monitoring system performance; identified and resolved problems; prepared and completed action plans; ran system audits and analyses; managed system and process improvement and quality assurance programs conducting needs assessments and capacity planning
  • Managed staffing levels and scheduling to optimize call performance, including planning, assigning and directing of work activities
  • Established the department’s goals and objectives for service levels, conversion and contact rates, software adoption and improvements
  • Maximized efficient spending by controlling costs in numerous areas, including technology upgrades, labor and capital asset budgeting
  • Collaborated with Marketing, IT, Operations, QA and Accounting departments to align organizational objectives and ensure achievement of target metrics and sales goals
Nation Safe Drivers - Operations Manager
City, STATE, 2018 - 2020
  • Directed 12 team managers and support staff of 120 employees while evaluating operational trends to make proactive strategy adjustments to maintain alignment between performance and customer service objectives
  • Defined contact center roadmap to ensure uninterrupted client coverage by updating dialer scripting, messaging, and IVR features using tools such NICE inContact, CXOne softphone and other dialer related technology
  • Strategized with cross-functional teams on improvement measures related to quality leading to an increase in overall contact center service levels by 17% from October 2018 to October 2019
  • Strengthened operational efficiencies by developing organizational systems for workforce management
  • Aided management team and floor agents in decision-making process by creating automated daily and MTD reports to recommend corrective actions and improvements leading to a 19% reduction in average handle times in 2019
  • Conferred with subordinate managers each day to assess needs and optimize activities
  • Assessed contact center staffing needs and conducted all interviews and staffing related activities
  • Conducted performance reviews providing coaching and feedback to benefit both the company and the employee via the implementation of SMART action plans
  • Reduced costly equipment replacement costs by implementing preventative and cost recuperative policies
  • Led cross-functional training initiatives to meet account and client timelines across multiple departments including but not limited to dialer training, reporting training and overall supervisory training
  • Planned, implemented, and conducted training for all new customer service and sales agents
EducationDynamics - Manager of Enrollment Operations
City, STATE, 2015 - 2018
  • Coached, trained, and developed admissions staff of 35+ employees in on-site and remote settings to exceed performance objectives across the enrollment management funnel
  • Effectively used project management methodologies and interpersonal skills to coordinate work with other business units, the Salesforce team, and the marketing team to propose, implement, and monitor changes
  • Ensured detailed pipeline reporting was in place for all client accounts and that staff is effectively managing this core component of the business
  • Lead point of contact for all customer service and sales matters across each account providing daily feedback regarding online, region, and campus performance to the VP
  • Balanced and used multiple complex systems to ensure all technology is effectively utilized including Five9 dialer system, Salesforce, and various client-specific CRMs
  • Forecasted and tracked key account metrics for internal and external constituents
  • Routinely listened to calls to understand performance trends and coach team appropriately
  • Produced contact strategies and revised dialer settings leading to a company high 60.04% contact rate among outbound center campaigns
  • Introduced and formed departmental quality and compliance standards, scorecards and rubrics for customer service in January 2016 and held company high team averages of 90% for Q1 and Q2 in 2016
  • Continuous performance management of the Team Lead and advising staff via creation of goals, development planning, follow-up, and career progression initiatives
  • Directed gathering of data and statistics for preparation of reports and projections
  • Interviewed, hired and trained employees; planned, assigned and directed work; appraised performance; rewarded and disciplined employees
  • Produced presentation materials, scripts, and provided training to internal users and enrollment staff
EducationDynamics - Contact Center Team Manager, Prospect Delivery
City, STATE, 2014 - 2015
  • Analyzed call center metrics as a means of creating performance action plans that align with the company's goals and objectives
  • Functionalized call center campaigns, list, and leads as a means of increasing efficiencies leading to a consistent dialing of 95% of all leads delivered to the phone system in Q4 2014
  • Served over 500 higher education institutions including for-profit, not-for-profit, traditional, online, private, and public in helping them find and enroll well qualified prospective students
  • Delivered over $900,000 in total revenue and over 3000 warm transfers to higher education institutions in 2014
  • Increased quality and compliance scores by 6% in May 2014 in first month of outbound team supervision and raised scores to an average of 90.45% in 2014
  • Initiated Supervisor bi-weekly meetings driving policies, procedures, productivity and quality as well as the identification of new improvement opportunities and processes enhancements
  • Regulated appropriate staffing levels while addressing any possible deficiencies
  • Produced script changes for specific demographics such as undergraduate and graduate students resulting in an increased quality customer service experience
  • Handled calls of an escalated nature resolving problems and complaints effectively in order to guarantee quality customer service
  • Monitored, reviewed, submitted and maintained payroll time sheets, time off approvals, PTO approvals, overtime schedules and adherence to company attendance policy
  • Conducted employee appraisal and performance reviews as well as disciplinary proceedings as needed

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Resume Overview

School Attended

  • Kaplan University
  • Florida Atlantic University

Job Titles Held:

  • Director of Implementation and Customer Support
  • Operations Manager
  • Manager of Enrollment Operations
  • Contact Center Team Manager, Prospect Delivery


  • Masters of Business Administration
  • Bachelor of Arts

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