Candidates About

OPERATIONS & MANAGEMENT LEADER

A goal oriented and driven management leader of 7 years.  10+ years of progressive call center and customer service experience in various industries such as financial services, healthcare and technology.  Proven ability to combine creativity, vision, and strong business acumen with well-developed project management and leadership qualities to support new initiatives, system implementations and company changes.

·         Start-up:  Launched call center operations for marketplace lending company which originated $2 million a month to now originating $16 million a month.  In prior healthcare startup, built B2B lead generations call center in 7 weeks that increased sales leads by 100%.

·         Profitability & Revenue Growth:  Took BFI from 5 call center agents to 25.  Upgraded phone system to increase call handling from 50% to 95%.  At SHCACS, generated 250 leads in 90 days with $4.5 million anticipated revenue.

·         Business Transformation:  Automated call center agent UI for faster loan processing and underwriting.  Launched quality assurance scorecard to increase customer service & satisfaction.  Created attendance policy and attendance tracking which reduced absences and increased productivity.  Increased productivity by 100% with new call center software implementation.  Prior start-up, SHCACS, utilized SaaS for all call center operations.

AREAS OF EXPERTISE

q Process Improvement                                    q Business Analysis                   q Project Management 

q Team Building                                  q Six Sigma                            q Coaching

q Call Center Operations                       q Customer Service                  q Quality Assurance

q Leadership                                        q Training                               q Relationship Management

XO Group, Austin, TX  (contract)                                                                                      2016 – Present

Project Manager

Contracted to lead project to build, implement and deploy call center software solution integrated to Salesforce for 100+ seats.  

Key Contributions:

·          Tracked, documented and consolidated toll free numbers for cost savings.

·          In process of consolidating all phone users to one system

BorrowersFirst, Austin, TX                                                                                                2015 – 2016

Operations Manager

Hired to build and establish call center operations for inbound and outbound campaigns in a financial services startup.  Reported to the Chief Operations Officer.  System administrator for call center software.  Worked on multiple projects to upgrade & automat systems for operations. 

Key Contributions:

·          Performed WFM (Workforce Management) activities to generate all reporting for the call center

·          Created agent scorecard, agent ranking and Incentive Compensation Plan (ICP) for the call center

·          Managed vendor relationship with outsourced call center for outbound campaigns

Safe Harbor Compliance and Clinical Services, Austin, TX        (lay off)                               2014 – 2015

Call Center Operations Manager

Recruited to build and establish a call center for B2B sales and lead generation in a healthcare startup.  Managed, staffed and trained an inside sales team focused on lead generation.  Served as Five9 administrator for call center.  Provided data management in Salesforce for leads, opportunities, and campaigns.  Interacted with external channel partners. Created call center metrics and goals.

Key Contributions:

·          Implemented outbound call center in 7 weeks with no prior infrastructure

·          Team generated 250 leads in 90 days with a $4.5 million anticipated revenue

·          Data procurement, testing and analytics reporting to senior management

·          Led project to implement Salesforce with Five9 integration for the call center

CoreLogic, Austin, TX                                                                                                           2011 – 2014

Contact Center Supervisor

Hired to supervise daily contact center operations in an inbound environment for 2 lines of business.  Managed a team of 10+ employees.  Conducted quality assurance monitors in NICE system to measure staff performance.  Developed and coached staff to attain and retain performance based metric goals.

Key Contributions:

·          Project leader of a Six Sigma yellow belt project to reduce call volume by 20%.

·          Created, piloted and implemented a wiki that replaced PDF quick reference guide.  Quality increased 2% and average handle time decreased by 17% from this initiative.

·          Compiled data, performed root cause analysis, and evaluated trending that increased CSAT (customer satisfaction) survey scores by 20%.

Texas Medicaid & Healthcare Partnership, Austin, TX                                                                2006 – 2011

Contact Center Supervisor (Nov 2009 – Dec 2011)

Promoted from CSR to team lead to supervisor.  Supervised daily contact center operations for 13 lines of business to ensure optimal staffing, service level adherence, and first call resolution.  Conducted performance gap analysis, constructed developmental plans, and coached for efficiency. 

Key Contributions:

·          Collaborated on a study that reduced manual hand-offs by 25% to other departments and ensured requests were administered through an auditable process which decreased issues in other departments.

·          Assisted in process documentation and developing up-skilling/cross-training curriculum.

Master of Business Administration in Executive Leadership                                        expected July 2017

Jack Welch Management Institute           

Master of Fine Arts in Media Design

Full Sail University

Call Center Software:  Avaya CMS, CISCO Desktop, Verint, Five9, Mitel PrairieFyre, NICE, IEX Total View, Mitel Oaisys, DialPad, Loway QueueMetrics, Avaya IP Office, NewVoiceMedia Contact World

Reporting Software:  MS Excel, MS Visio, Minitab and Salesforce (SFDC)