Operations Manager

• Feb 2023 - Present

Marketing/Business Educator

• Jan 2019 - Present

Operations Manager

• Jan 2018 - Jun 2018

• Performs extensive levels of managing operational performance against client requirements on a sales/customer service campaign. Regular supervision is exercised over Team Managers or • Oversees all aspects of team member training and development related to programs and client needs • Ensure all company policies and procedures are adhered. This includes promoting a healthy work environment with honesty, integrity, and respect for all employees. • Manages all financial and budgeting responsibilities of operational support division. • Oversees performance and quality standard reviews to ensure outcomes meet client expectations. • Troubleshoots and creates action plans to quickly and effectively address problems. • Identifies process improvement opportunities to drive operational efficiencies operation. • Monitors all key metrics in support of meeting/exceeding initiative objectives. • Maintain positive, consistent, and effective communications with staff and Senior Leadership teams Show less

Contact Center Supervisor

• May 2014 - Jun 2016

Responsible for managing a virtual and variable labor teams at the contact center. Primary responsibilities include but not limited to following: Investigate customer's problems and find solutions. Communicate with customers via phone, email, or letter. Hire, train, and terminate customer service agents. Handle major incidents that cannot be resolved by agents. Resolve complaints and order issues. Keep abreast of new company products and services. Issue refunds to customers. Oversee product exchanges and returns. Analyze data and statistics. Compile and print reports on overall customer satisfaction. Isolate and identify areas of improvement. Work with management on customer service initiatives. Show less

Contact Center Manager

• Jul 2012 - Mar 2014

Responsibilities included ensuring the daily performance and timely achievement of all operational and administrative goals of the Customer Service Line Group. Maintain a work environment that facilitates high job satisfaction and associate retention. Supervise assigned non-supervisory associates and is responsible for recruiting, scheduling, work assignments, training and performance appraisals within area of responsibility; makes decisions or recommendations regarding personnel actions; provide daily coaching, development, feedback and remedial training for all team members and conduct quality reviews to ensure that all established performance metrics are achieved. Show less

Project Manager

• Sep 2006 - Jul 2012