Experienced Global Operations Director with a remarkable history of success over a 20-year career. Adept at developing and optimizing programs with a concerted effort to accelerate results. Seeking a fast-paced position with a progressive group offering the chance to make a lasting impact on Business Operations.
Skills
Executive Leadership
Organizational Development
Strategic Planning and Execution
Judgement and Decision Making
Budget Control
Productivity Benchmarks
People Development
Hiring Trends and Analysis
Talent Recruitment
Channel Management
Quality Assurance
Channel Management
Statistical Data Analysis
Digital Media
BPO Relationship Management
Experience
12/2018 to 05/2022
Global Director, Contact CenterDoordash – Belton, MO,
Liaised with Client Service Executives on bid strategies and response to proposals
Maintained active participation in sales and marketing campaigns
Provided strong, dynamic leadership that mentored, developed, and guided team members to efficiently leverage the value of every interaction maximum internal and external customer satisfaction
Oversaw the development and administration of annual department budget to attain business goals with operational stability,
Communicated regularly with executive team members to deliver pertinent details related to progress status and direction for projects
Guided daily Contact Center operations globally with oversite of offices in the United States, United Kingdom and Philippines while supporting continuous delivery of excellent services and care
Coordinated work across departments to keep teams on track with company goals
Collaborated with various departments to identify operational challenges and plan corrective actions
Managed metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Center
Oversaw tracking and administration of customer upsell objectives and employee incentive programs
Created and implemented administrative processes and procedures to prioritize job tasks and establish personnel responsibilities
Motivated and promoted team employees from within for key leadership roles.
12/2007 to 12/2018
Director, Candidate ServicesMercantile Bank Corporation – Fairview, MI,
Planned and implemented strategies to grow revenue
Responsible for management of domestic proctoring services at test centers
Implemented and led Quality Assurance and Training programs to support test center and call center leadership teams
Launched and managed day to day Test Center Security activities to include real time and recorded video monitoring to ensure test content is not compromised
Guided and motivated staff to drive maximum performance
Coordinated activities with other departments to expedite work and improve interdepartmental performance
Developed and presented new ideas and conceptualized new approaches and solutions
Successfully improved employment turnover through creating incentive and training programs
Worked with department managers to formulate annual budgets
Met with stakeholders to address issues and implement solutions.
03/2004 to 12/2007
Call Center ManagerPSI Services LLC – City, STATE,
Transitioned call center operations from Glendale, CA to Las Vegas, NV
Developed employee performance and satisfaction optimization programs
Determined and formulated policies, procedures, and business strategies to meet growth objectives of the company
Assisted in budget preparation and assessment for call center needs
Created new call center and commission-based pay plans
Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses
Monitored performance by reviewing relevant reporting data and producing improvement plans
Facilitated individual coaching sessions with Team Leads and Supervisors to realign productivity goals
Established strong and successful policies for employee actions and customer interactions.
07/2001 to 03/2007
Customer Service RepresentativePSI Services LLC – City, STATE,
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
Remained calm and professional in stressful circumstances and effectively diffused tense situations
Demonstrated excellent communication skills in resolving product and consumer complaints
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.