Results-driven Manager eager to contribute expertise in Operations, Team Building,

Customer Service, and Fiscal Administration toward actively supporting a progressive organization in optimizing performance.

 

 

        Seasoned background in directing contact center operations inclusive of staffing, employee scheduling, queue management, quality assurance, and policy/procedure development.

        Exemplary human resources expertise encompassing hiring, training and development, performance evaluations, coaching, retention and recognition programs, discipline, and termination.

        Reputation for creativity, reliability, establishing a cooperative climate across multiple departments, and proactively identifying opportunities which will result in long-term benefits for the employer. 

        Exercise advanced team-building, training, supervisory and motivational attributes to drive staff to exhibit productivity and performance excellence.

        Excel in analyzing existing practices and orchestrating process improvements to drastically elevate service and quality levels while reducing expenses.

        Proven performance in compiling comprehensive reports and administering budgets.

 

 

Affiliated Computer Services (ACS), Nashville, TN, 2005 to 2010

Operations Manager

         Drove excellent revenue growth for outsourcing company by spearheading daily operations for clients/accounts which included Orbitz, Priceline, Red Lion Hotels, and UPS.

         Steered broad-scope activities such as hiring/staffing, training and development, coaching, scheduling, quality assurance, report preparation and analysis, and workforce management.

• Demonstrated impressive leadership capabilities in managing 110 inbound customer service, sales, and escalation employees as well as nine supervisors and quality and training teams.
• Successfully elevated quality rating by 10% through implementation of targeted training sessions, performance incentives, and mentoring program.
• Contributed exceptional skills in cost control toward managing $2.5M annual Profit & Loss to within 2% of budget.
• Reduced attrition for client companies from 8% to 3% by introducing employee retention program focusing on career advancement opportunities and peer support.

 

Continued

 

 

 

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Professional Experience continued

 

• Staffed and launched contact centers from the group up for Priceline and Red Lion Hotels with full accountability for hiring, training, formulating policies and procedures, and establishing quality assurance parameters.
• Championed proactive efforts to consistently achieve or surpass client goals such as Average Handle Time (AHT), After Call Work (ACW) and Service Level.
• Played an integral role in onboarding and mentoring newly promoted Operations Managers.

 

Pajaro Dunes Company, Watsonville, CA, 1994 to 2005

Sales & Marketing Manager

• Merged polished organizational skills with talents in contract administration to facilitate daily operations of Business Office and Sales Department for large beachfront resort consisting of 125 properties.
• Decisively created and enforced departmental operating procedures, incentive programs, and sales policies vital to meeting quality, revenue, and profit goals.
• Hired, trained, coached, motivated and supervised personnel, monitored and enforced quality assurance, prepared regular reports, and exhibited proficiency in workforce optimization.
• Analyzed data from target market demographics, competitor activity, and industry trends to modify direct mail campaign and internet strategy leading to sales growth of 14% annually.
• Established and administered sales training for representatives, assigned goals and targets, and conduced regular performance evaluations.

         Applied dynamic communication skills toward persuasively steering contract negotiations with vendors, suppliers, corporate clients, and homeowners to successfully propel revenue growth and boost bottom-line profitability.

• Served as final escalation point for customer or vendor problems, illustrating superior problem solving abilities.

 

 

B.S. Organizational Leadership (in progress), Middle Tennessee State University

• Current GPA: 3.83

 

 

Microsoft Office (Word, Excel, PowerPoint, Outlook), Avaya, CCA