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Operations Supervisor Resume Example

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OPERATIONS SUPERVISOR
Summary

Highly motivated, very dependable, customer and people focused professional with over ten years of merchant boarding and sales operations experience. Possesses the highest degree of integrity, supported by a flawless record of maintaining confidentiality. Adaptable to changing situations and a great team participant. Exceptional oral and written communicator highly committed to quality and attention to detail. Key Skills include:


Customer Relationship Management Account Management Merchant Boarding


Recruiting Direct Sales Presentations


Training & Development Payment Processing/Compliance Employee RelationsCustomer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.Qualified Customer Service Manager offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions.

Highlights

MS Office (Advanced MS Excel, MS Project, Advanced MS Word, Intermediate MS Access, PowerPoint)


Salesforce.com, Verint, Impact 360


Cognos Impromptu, SAP, PeopleSoft ERP, ATS, HRIS (ADP, Kronos, Ceridian,etc)
  • Call center management experience
  • Conflict resolution proficiency
  • Devoted to data integrity
  • Troubleshooting skills
  • Negotiation competency
  • Customer Relationship Management software (CRM)
  • Adept in automated attendant systems
Accomplishments

Managed call flow with up to [number] calls in queue per minute.Exceeded corporate target for customer satisfaction for [number] months in a row.Promoted to Call Center Manager in a year.

Experience
Operations Supervisor
November 2013 to Current WORLDPAY － Atlanta, GA
  • Monitors queue and track inbound calls to keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Motivates and encourages agents through positive communication and feedback Responsible for maximizing efficiency and occupancy while meeting service objectives Recruit new staff and schedule existing staff to meet service level objectives.
  • Manages the daily running of the call center by setting and meeting performance targets for speed, efficiency, sales and quality Monitors random calls to improve quality, minimize errors and track operative performance; Coordinates staff recruitment, including writing vacancy advertisements and liaising with HR staff; Reviews performance of staff and identifies training needs and planning training sessions Compiles reports of statistics, user rates and the performance levels of the center.
  • Handles escalations and take calls that agents can't handle and always available when an agent appears to need assistance.
  • Coaches, motivates and retains staff and coordinating bonus, reward and incentive schemes Forecasts and analyze data against budget figures on a weekly and/or monthly basis Organizes staffing, shift patterns and the number of staff required to meet demand.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.Formulated and enforced Service Center policies, procedures and quality assurance measures.
Sales Support Coordinator
March 2004 to October 2013 WorldPay
  • Provides support to the sales force on a variety of issues such as back orders, business card requests, central installation appointment scheduling, charge backs, commission, compensation, and technical operations of POS terminals.
  • Provides technical expertise and product evaluation support to prospective customers and the sales team Assists the Sales Reps and Bank Alliance Reps with boarding new clients, and reviewing business processes for large new client Resource to managers regarding salary administration process and effective management of performance management objectives.
  • Facilitate and participate in training programs for various business units as needed.
  • Develop value added HR strategies that align with business and divisional goals that drive business results.
  • Help identify training needs and coordinate training with corporate training department.
  • Coordinates and supports on boarding, both manual or electronically, for all new employees working across WorldPay to ensure a smooth process.
  • Serve as first point of contact to managers and employees for Employee Relations issues and manage the issue through to resolution every step of the way Responsible for daily activities in support of the sales force to ensure compliance with Sales policy.
  • Partner with other departmental areas of Human Resources to provide on-going support and services to employees.
  • Proficiently troubleshoots POS terminals/HRIS with software or hardware issues, replacing terminals and sending processing supplies.
  • Acts as a liaison between the sales force and the company to ensure company resources are utilize appropriately.
  • Communicates policies and procedures to other departments to ensure proper flow and boarding of new customers within the service level agreement.
  • Answers inbound phone calls and addresses Merchant and Account Executives emails as an agent in an ACD Call Center environment Maintain Discounting Analysis for sales teams Manage Monthly pipeline of accounts that need data cleansing.
Risk Analyst
June 2001 to February 2004 WorldPay
  • Responsible for using risk detection programs and processes to identify and mitigate monetary, regulatory, and compliance related risk.
  • Makes independent decisions that have high monetary and customer impact.
  • Handles inbound calls from other business units and customers in a professional manner to assist them with their inquiries.
  • Monitors and Investigates merchant batches processed.
  • Works directly with merchants on a daily basis to accomplish various objectives.
  • Works with 3rd parties, such as Issuing banks, to verify the validity of a transaction.
  • Analyzes documentation, such as merchant invoices, to ensure the documents are complete and consistent.
  • Works the ACH GUI system to follow up on merchant's funds that have been held for more than 3 days.
Education
Master of Business Administration : Human Resources, 06/2013 Keller Graduate School of Management － Atlanta, GA

Human Resources
Bachelor of Science : Business Administration Project Management, 10/2008 DeVry University － Atlanta, GA GPA: cum laude Business Administration Project Management cum laude Designed and implemented HRIS System and training manual for small businesses.
Professional Affiliations

Kansas Society for Human Resources Management (KS SHRM), Society of Human Resources Management



SHRM- Student Chapter - DeVry University

Skills

ACD, ADP, advertisements, budget, business processes, Call Center, Ceridian, Cognos Impromptu, com, hardware, corporate training, client, clients, documentation, Employee Relations, ERP, funds, GUI, HRIS, Human Resources, HR, Kronos, MS Access, MS Excel, MS Office, PowerPoint, MS Project, MS Word, Works, Monitors, PeopleSoft, performance management, policies, POS, processes, quality, recruitment, Sales, SAP, scheduling, service level agreement, staffing, statistics, phone, training programs

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Resume Overview

Companies Worked For:

  • WORLDPAY
  • WorldPay

School Attended

  • Keller Graduate School of Management
  • DeVry University

Job Titles Held:

  • Operations Supervisor
  • Sales Support Coordinator
  • Risk Analyst

Degrees

  • Master of Business Administration : Human Resources , 06/2013
    Bachelor of Science : Business Administration Project Management , 10/2008

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