Experience

OutPLEX

• United States
• Outsourcing and Offshoring Consulting
• 200 - 300 Employee

• Operations Manager

  • Nov 2022 - Present

• Senior Operations Supervisor

  • Mar 2021 - Nov 2022

  •Encourage and promote ideas aligned to business needs and benefits•Gain knowledge of work situations•Be flexible and available to interact with employees at all levels•Observe team behavior and review supervisor performance to provide coaching and ensure the achievement of established goals•Identify and resolve problems in a timely manner•Provide product service information by answering questions and offering assistance•Reporting malfunctions•Manage internal operational standards and productivity targets Show less

• Supervisor

  • Dec 2017 - Mar 2021

  •Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows•Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands•Successfully managed high volumes of digital/voice interactions•Communicate and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions•Provide product - service information by answering questions; offering assistance•Improve quality performance results by setting performance management•Keep equipment operational by following established procedures; reporting malfunctions Show less

• Lead Agent

  • Dec 2016 - Dec 2017

  •Undertake training to improve employees' performance•Monitor work to identify issues and track progress•Serve as a conduit between the call center management and agents•Take agents' views and feedback on board, with an aim to set team goals

• Representative

  • Oct 2016 - Dec 2016