Proactive business professional bringing excellent leadership skills and capability to help staff exceed company expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.Well-organized customer care professional bringing excellent multitasking abilities developed over 23 years of skilled customer service problem solving experience. Commended for consistently driving team success with knowledgeable enforcement of company procedures and skillful personnel training.
Skills
Performance improvements
Business development
Staff management
Full cycle recruiting
Skilled problem solver
Team leadership
Training management
Business operations proficiency
Management of remote employees
Focused on customer satisfaction
Talent development
Conflict resolution techniques
Superior computer skills
Deadline-oriented
Quality assurance and control
Experience
03/2022 to Current
Processes EngineerFiesta Mart – Carrollton, TX,
Streamline processes to control company systems including programming and technical support
Developed and designed internal software support devices to reduce escalations, and first call resolution
Six Sigma Green belt certified
06/2018 to 03/2022
Business Performance Operation SupervisorApplied Materials – Boise, ID,
Managed and analysis processes for organizations we hired to support our organization to provide better results in staff support and wide range of administrative issues with key project performance indicators
Workforce management of 6 sites staffing adherence and staffing requirements were meet each 30 minutes throughout the day
Manage one onshore and 5 offshore call centers to exceed set KPI set goals by SOP agreements
Oversaw day-to-day business operations on customer floor by fostering deep professional relationships with contacts and customers
Managed deliverable estimates, negotiated resource conflicts and allocated resources
Increased employee productivity by 35 % through training and mentorship
Headed and successfully managed multi-department rollouts of robust, flexible and secure electronic data interchange
Liaised between business and technology units to manage delivery schedules for applications
Managed implementation of new technological improvements resulting in increased efficiency
Communicated cross-functionally with technology leaders across analysis, architecture, build, quality assurance, deployment and support teams on project execution
08/2017 to 06/2018
SupervisorJCPenney Inc – City, STATE,
Trained team members in successful strategies to meet operational and reached 30% improvements within first two months I started streamlining processes
Streamlined employee improvement plan to reduce employee churn and increase internal customer satisfaction
Model and hold all associates accountable for consistent outstanding customer service
Customer
Satisfaction scores increased 5% in department which exceeded company expectations
Built talented and valuable team of departmental employees through outstanding mentoring, coaching and teaching skills
Established and optimized schedules to keep coverage and service in line with forecasted demands
Streamlined processing of defective and clearance items to increase productivity by 5 %
Designed improvement plans
Performed nightly store and team performance audits
Generated repeat business by developing and maintaining strong team of 35 employees devoted to customer service
Analyzed customer levels and planned resources according to needs
Trained new employees on proper protocols and customer service standards
Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers
Supervised and effectively trained 60 employees to decrease process lags and boost productivity
(Seasonal & Yearly Employees)
07/2000 to 07/2017
Operations ManagerSuddenlink Communications – City, STATE,
Comprehensively manage customer operations supporting approximately 1.5M customers, while providing effective and efficient customer service by establishing programs and leading the Customer Care team to achieve business and customer service objectives/goals
Implemented policies and standard operating procedures for continuous improvement
Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency
Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 15 -member management team with related direct reports reaching +200
Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands
Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans
Formulated processes that enabled team to improve assistance to support groups, resulting in reduction of down time and financial loss
Improved distribution efficiency with design, development and testing of embedded software applications
Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives
Redesigned our 200-seat call center escalation process which reduced customer complaints by 5% in first quarter above goal
Identified and resolved internal system problems that were causing procedural problems in our interdepartmental networking
Solution increased internal/external satisfaction by 10%
Responsible for working with work force management, and management staff for CC staffing, scheduling, forecasting and assisting in budget projections to ensure Call Center operational targets are achieved
Facilitate quality assurance efforts to provide added focus on company goals which included but not limited to: FCR (First Call Resolution); AHT (Average Handle Time); MMR (Monthly Recurring Revenue); PTR (Preventable Truck Rolls); NPS (Net Promoter Score); PUC (Pathfinder Usage Compliance); CTS (Compliance to Schedule) to accomplish and surpass company profit margins
Proactively achieve service level goals 10-5% annually, quality targets 3-10% , adherence up to 10% and concurrent performance measurements that impact the efficiency and effectiveness of the Call Center
Prepared confidential reports of business performance goals status within each department section for senior management monthly meetings
Diagnosed and decreased adjustments from customer concerns that were being placed on accounts
Goal was 50% and we were ahead of goal dropping 30% in second quarter
Hiring and interviewing advanced department staffing to ensure that best candidates were selected
I also oversaw follow-up training and performance plans to each new hire to ensure that site performance grew in KPI
Spearhead new employee moral programs which increased employee retention by 15%
Oversaw Tech Ninja project to successful installation of internal software database, streamlining troubleshooting efforts between seven call centers and improving truck roll by 5% in only one year
Managed Genesys project, resulting in the complete transition of phone system for 200 seat call center in just three days
Managed communications during major technology outages, natural disasters, virus outbreaks, frame cloud outages and network device outages
Ensured compliance with best business practices throughout organization
Boosted team performance with enhanced employee evaluation processes
Optimized organizational operations and facilitated decision-making by examining problem-solving concepts, including quantitative methods and techniques
Coordinated visits and provided briefs to very important personnel (VIPs) improving knowledge and awareness of operational activities, programs and offerings
Built, supervised and mentors 20 teams and leaders in receiving and inbound operations
Telephony Subject Matter Expert responsible for maintaining information related to voice and making sure any new information or changes are updated to system
Maintain contact with Regulatory Department to review any items that could lead to issues with regulatory
Education and Training
Expected in to to
Associate of Science: Social Work Washington State Community College - Marietta, OH GPA:
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