SEARCH

Senior Program Leader Resume Example

Resume Score: 80%

Love this resume?Build Your Own Now
SENIOR PROGRAM LEADER
Career Summary
  • Influential and transformative program leader with 10+ years of experience in driving KPI performance and revenue growth through innovative strategy, exceptional team leadership, and meticulous project execution.
  • Superior rapport-building, client relationship, and employee loyalty building skills. Drove increase in revenue and improved client relationship by forging relationships with a pyramid down methodology with employees and improving the overall client brand amongst front line associates.
  • Results-oriented program leader specializing in strategic planning, operational leadership and improving development and talent continuity . Bringing 10+ years of experience in BPO Industry to new position with long-term potential for growth and advancement. Experienced in implementing procedures to help reduce biggest program pain in Attrition, Shrinkage, and KPI performance while also reducing financial impacts/risk and improving profitability.
Skills
  • Business Oversight
  • Policy and Procedure Improvements
  • Organizational leadership
  • Program Leadership
  • Costs Controls
  • P & L Management
  • Team Leadership
  • Business Development
  • Training
  • Staff Development Expertise
  • Human Resources understanding
  • Scheduling Proficiency
  • Process Improvement
  • Client Relations
  • Report Creation
  • Project Management
  • Analytical
  • Microsoft Office
  • PowerPoint
Experience
Senior Program LeaderCompany Name | City, State | Jan 2017-Current

Recruited to successfully improve employee loyalty and reduce attrition while improving shrinkage and improving overall KPI performance.

Key Accomplishments:

  • Successfully launched 5 new lines of business within the Airbnb & Petco Campaigns while building strong client relationship and increasing HC and revenue for FY19- FY20.
  • Helped to launch and support sites across Multiple Geo's who have sustained performance and increased in HC in 2019 and 2020.
  • Improved the worst performing channel across Airbnb's network and taking the channel to best in network across North America Partner Sites. NPS improvement from below 20 to 70-80 WOW and doubling the size of the team in less than 90 days.
  • Created structure around absenteeism which was lacking for the programs with absenteeism ranging from 15% to 18% WOW, new structure reduced absenteeism to 3% to 8% WOW in less than 90 days.
  • Implemented Monthly/ Quarterly recognition program, Employee Satisfaction surveys with close loop process, increasing employee retention and reducing attrition from 12% now sustaining below 7% MOM. Implementation takes 30 days while cultural adoption takes 30-60 days.
  • Improved the performance on NPS decreasing the learning curve with enhanced nesting process. NPS achieving target of 55-65 for new hires to a goal of 60 within 30-60 days during new hire ramp of increasing HC by 25-40 WOW increasing overall HC from 300 to 450 during peak months in Q1 and Q3.
  • Proven knowledge and execution of mitigating financial impacts. Assist with weekly resource planning to stay on target with financial projections.
Operations ManagerCompany Name | City, State | Sep 2013-Jan 2017

Recruited to launch line of business in a start up as site was new to the LV area. As I helped to hire for multiple roles I also managed KPI across the program, launching new client software, while managing shrinkage, attrition, and financial impacts.

Key Accomplishments:

  • Launched new program with 3 lines of business for start up company with low attrition and high performing teams once in production.
  • Ramping with for, Healthcare, working with TA, training, and HR to hire and train 200 HC during peak season.
  • Responsible for the daily oversight and management of a team of supervisors charged with achieving client deliverables through high performance teams of customer care representatives.
  • Responsible for coaching while holding my team accountable to ensure that agents meet or exceed the standards set forth by C3 and the client.
  • Mentored 21 supervisors across the program while implementing variation management to help with performance management.
  • Each supervisor has a team of 20 to 25 agents with one Team Lead assigned per team.
  • Developed department's first incentive performance plan which motivated staff and resulted in a reduction in ABS and Attrition.
  • Daily driving performance for VOC (CSAT metrics), AHT, Quality, ACW, Hold, Adherence, Absenteeism, and Attrition. Driving number 1 team across all partner sites and sustaining absenteeism and attrition numbers below 5% MOM.
Account Manager /Site TrainerCompany Name | City, State | Aug 2006-Nov 2013
  • Trained new hire training and recurring training.
  • Directly managed fifty customer service front counter agents, four Team Leads, and three Supervisors across all shifts to cover all hours of the operation.
  • Responsible for assisting with daily operational decisions, daily flight arrival and departures, baggage delay disputes, schedules, and billing.
  • Responsible for scheduling vacations, LOA's, etc.
  • I assist with the hiring process as well as terminations, attendance, and disciplinary action.
  • Attended client calls to discuss site specific concerns such as training, hiring, staffing, billing, delays, and performance.
  • I attended staff meetings to discuss account specific performance, attrition concerns, forecasting for upcoming seasonal changes impacting staffing, schedules, etc.
Education and Training
Bachelor of ScienceNevada State College At Henderson | | City, State | June 2009
Associate of Applied Science: Medical Assistant/ Administrative CertificatePima Medical Institute | | City | June 2005
High School DiplomaMojave High School | | City, State | June 2001
  • Ranked in Top 5% of class
  • Dean's List Honoree
References

Tashi-Ann Roberts

Known: 5 years

Current Position: Account Manager at Sutherland

Contact: (702) 929.7969

Shadia Marini

Known: 5 years

Current Position: Senior Executive Trainer

Contact: (585) 935.1906

Katrice Young

Known: 10 years

Current Position: Client Management at Texas Children's Hospital

Contact: (202) 580.9747

Christina Brown

Known: 10 years

Current Position: Zone Operations Manager at Frito Lay

Contact: (702) 406.7099

Build Your Own Now

DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

School Attended

  • Nevada State College At Henderson
  • Pima Medical Institute
  • Mojave High School

Job Titles Held:

  • Senior Program Leader
  • Operations Manager
  • Account Manager /Site Trainer

Degrees

  • Bachelor of Science
    Associate of Applied Science : Medical Assistant/ Administrative Certificate
    High School Diploma

Similar Resumes

View All
Program-Leader-resume-sample

Program Leader

Clute, Texas