Take-charge professional delivering executive support and team leadership to Telecommunications business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes vendor management, logistics, project management, property on-boarding, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Skills
Process Improvements
Performance Assessment
Training Management
Resource Allocation
Budget Control
Policy Development and Enforcement
Problem Anticipation and Resolution
Hiring and Onboarding
Department Oversight
Business Leadership
Customer Service Management
Vendor Management
Staff Development
Program Management
Client Onboarding
National Field Operation Management
Decision Making
Relationship Builder with cross functional internal teams
Experience
09/2019 to Current
Senior Field Operation ManagerGamestop Corp. – Astoria, NY,
Motivate employees and create a team environment.
Set clear goals for area managers and implemented systems for measuring results in support of optimal decision making.
Ensured success in the customer experience for tech on-time arrival compliance and acceptable CSAT results
Brought about substantial operational improvements by reworking policies and enhancing enforcement.
Supervised daily operations of multi-million dollar divisional operation.
Reduced costs and optimized revenue by executing contract bidding and procurement processes.
Ensure that technical compliance of our distribution networks and systems at communities is maintained by field teams and that a recurring audit process is followed.
Managed workforce development programs by evaluating, interpreting and enforcing human resource policies and regulations and developing industry training programs and conferences.
Collaborated with various departments to identify operational challenges and plan corrective actions.
10/2018 to 09/2019
Senior Operations ManagerHca – Greenwood Village, CO,
Established staff schedules and assignments based on needs and equipment availability.
Increased productivity of field technicians 22% by accurately delegating tasks to over 10 employees.
Oversaw onsite and offsite maintenance, repair and installation jobs.
Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Produced thorough, accurate and timely reports of project activities.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Proposed or approved modifications to project plans.
Resolved customer inquiries and complaints requiring management-level escalation.
03/2013 to 07/2018
Director of Call Center OperationsCdr Maguire – Houston, TX,
Oversee budget and computer resources for call center representatives.
Collaborate with CEO, Implementation Director, Chief Technology officer to articulate profitability metrics.
New account onboarding and develop implantation strategies for new service Go Live timelines.
Conduct weekly needs assessment meeting with clients.
Responsible for Client Service Management of new accounts for first 3month after implementation.
Facilitate call calibration with clients to ensure protocol compliance.
Align our policies with HIPPA guidelines to protect patient data.
Oversee insurance verification processes and procedures among different insurance carriers.
Generate weekly reports to monitor service levels, call volume, call-to answer ratios.
Forecast trends and patterns for call center.
Set performance standards for all departments.
Collaborate with Human Resources regarding hiring practices and new employees.
Supervise and evaluate call center personnel.
Coach and support Supervisors, Training Managers, IT Managers.
Conduct weekly recognition programs and incentives.
Conduct quarterly client reviews to discuss plus delta opportunities.
Maintain in-contact scripting tool to ensure client call handling protocols.
12/2000 to 07/2016
Call Center Operations ManagerVerizon Wireless – City, STATE,
Investigated reported and identified compliance issues against accepted standards.
Created and managed training classes to educate new hires and existing employees about compliance concerns.
Supported strategic development and objective setting by analyzing audit outcomes and generating actionable recommendations.
Contributed to large-scale risk assessment initiatives and promoted improved business procedures and controls.
Executed successful compliance monitoring and risk assessment programs.
Education and Training
Expected in to to
Associate of Business Administration: Executive Leadership University of Phoenix - Detroit, MI, GPA:
Accomplishments
PROFESSIONAL COMMENDATIONS
Sequence Health
2016 Awarded Leadership of Excellence Award by CEO,
2015 Awarded Client Satisfaction Award
2015 Awarded the Partnership Award
Verizon Wireless
2012 3rd Quarter Directors Club Award
2012 2nd Quarter Directors Club Award
2012 1st Quarter Directors Club Award
2011 Presidents Milestone Award- Year End Best In Class Overall Performance 2011 Mid-Year Best In Class Upgrades and Data Feature Add Success Ratio 2011 Mid-Year Best In Class Representative Resolve
2011 Year End Most Improved Other Charges & Credits
2011 Mid-Year Perfect Attendance
2011 Year End Perfect Attendance
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.