Customer Center Manager

• Jan 2023 - Present

Business Operations Consultant

• Sep 2021 - Feb 2022

Operations Manager

• Sep 2018 - Aug 2021

Manage a dynamic team of up to 38 employees in day-to-day operations. Oversee staff development; skilled in creating and tracking employee key performance indicators; provide employee development and coaching; and ensure team maintains high production and low error rates. ♦ Lead training to revamp operations for team and company. ♦ Revamped and developed new hiring training; reduced training from five weeks to under three weeks while incorporating additional hands-on learning. ♦ Enabled use of a facilitator model in place of traditional classroom training. ♦ Revamped on-the-job training with a focus on supportive, interactive, and practical instruction; averaged 12 months of department training, 2017 to 2018; new trainees completed training within an average of seven months, 2018 to 2021. ♦ Saved revenue in training dollars for each course by reducing training time by approximately three months. ♦ Completed ART certification and LSS Yellow and Green Belts within first year of employment; Green Belt project projected to save over 22 hours weekly to run daily queue numbers and assign work, which conserved over $35K in revenue. ♦ Implemented a support chat for CIR new hires to enable employees to quickly acquire important information; work closely with chat room mentors and leads to ensure information is helpful and consistent. Show less

Call Center Representative

• Jan 2018 - Sep 2018

Provided high-quality, expert, friendly, and expedient customer service. ♦ Ensured exceptional schedule adherence and AHT. ♦ Consistently received excellent customer feedback. Provided high-quality, expert, friendly, and expedient customer service. ♦ Ensured exceptional schedule adherence and AHT. ♦ Consistently received excellent customer feedback.

Client Services Delivery Manager (CPAS) - Experienced service delivery and program manager

• Feb 2015 - Nov 2017

Generate stability by managing site and account management operations for cruise business including client relations, professional development, training, staffing, personnel matters, customer call resolution, and escalations. Skilled in establishing strategic goals while maintaining a positive sales environment. Maximize operational efficiency by using Agile and Lean methodology to manage projects and budgets. Provide professional development and ongoing training for mid-level managers. Established comprehensive processes to ensure successful staffing and interval compliance. Professional in Agile and Scrum Certification (PCAS #VIL57017).♦ Selected from over 5K employees to serve as member of the Conduent Leadership Counsel.♦ Employ balanced, disciplined leadership to improve employee satisfaction.♦ Saved significant monthly revenue in penalties by reversing trend of account with 11-month loss record; consistently met or exceeded account KPIs within two months, including customer satisfaction, staffing, first call resolution, and conversion.♦ Devised and executed cost savings measures while fostering a positive, competitive sales environment.♦ Enabled a year-over-year increase in revenue.♦ Improved processes and procedures on cruise account in close partnership with a client. Show less

Operations Manager

• Oct 2012 - Feb 2015

Coached and managed staff to improve employee performance and satisfaction for two clients. Expertly handled sophisticated, challenging situations affecting travel.♦ Managed client expectations with a focus on delivering high performance.♦ Served as primary point of escalation for customer support.♦ Provided quality training, engaging office activities to drive teamwork, and coaching plans.♦ Revamped technology account from 17 to 314 employees in under four months.♦ Ensured customer service delivery and satisfactory resolution by providing direct interface for escalated callers. Show less

Customer Service Agent and Supervisor

• Jan 2011 - Jan 2012

Trained and managed customer service agent team to become top performers in an airline call center through use of effective coaching, mentorship, and progressive discipline techniques. Excelled as ADAAA / FMLA on-site specialist. Trained and managed customer service agent team to become top performers in an airline call center through use of effective coaching, mentorship, and progressive discipline techniques. Excelled as ADAAA / FMLA on-site specialist.