Operations Supervisor Resume

PROFESSIONAL EXPERIENCE:

Operations Supervisor

Confidential

Responsibilities:

Monitored employee production
Tracked employee attendance
Employee engagement and morale improvement
Participated in Salesforce UAT testing
Analyzed processes and create processes to make the environment more efficient to increase productivity
Technical support with hardware and software up to the point an IT ticket needs to be submitted.
Ensure customer satisfaction by effectively and efficiently supervising the operations and customer support functions of the Customer Service department
Responsible for monitoring daily call center stats, team performance and resolving escalated issues
Responsible for monitoring McKesson policy compliance while identifying areas for service improvement or new service offerings under direct supervision from the Operations Manager
Supervised call center staff and call center operations
Performed staff quality audits and supervise call center quality initiatives
Handled performance management issues
Supervised staff for contract requirements
Recommended staffing schedules and/or changes as required to maintain Service Level Agreements (SLAs)
Coach/supervised staff on how to handle or escalate questions from callers

Assistant Supervisor

Confidential

Responsibilities:

Manager Technical Operations

Confidential

Responsibilities:

Mentored and develop both direct and indirect employees to help prepare them for the next step in their careers
Conducted monthly interdepartmental Learn & Learn sessions with local and remote employees. This includes cross functional and cross-departmental as well as how to best use software to be most efficient at performing their job duties
Sent out weekly Newsletter
Ensured the teams were meeting and exceeding SLAs
Developed IDPs (Individual Development Plans)
Responsible for annual and semi-annual performance evaluations
Provided daily Speed & Accuracy scores
Scheduling for both inbox and phone support coverage
Conducted daily quality checks on accounts worked for the day
Managed remote employees
Managed cross-functional teams
Accountable for meeting KPIs
Regular reporting of attendance

Quality Assurance Supervisor

Confidential

Responsibilities:

Monitor quality of calls to ensure the work we do is done with integrity and excellence our customer expect. This also includes coaching the interviewers to success through identifying the roadblocks that prevent them from being successful and providing them with any necessary
In addition to monitoring and support of the interviewers, I'm here to provide support to the management team in any capacity needed

B2B Supervisor

Confidential

Responsibilities:

Reduced turnover from 86% to 38%
Reduced unemployment claims by disputing the claim thus improving the company’s rating
I was the only supervisor to be voted Employee of the Month by both management and employees
Many of the processes and procedures I created are still in place today
WestGroup has invited me back on several occasions to be an interim supervisor, interim QA Supervisor and work on technical projects for the company
I took care of day to day operations in our call center. Some of those responsibilities include monitoring payroll and employee benefits management, reporting, monitoring, coaching and developing interviewers. Other side responsibilities are troubleshooting or fixing technical issues in the call center
During my leadership I made the performance evaluation process for streamlined and efficient Created a procedure for notifying employees about shift changes, made the quality assurance process more efficient with the ability to quickly analyze data to identify patterns that would reveal opportunities

Operations Manager

Confidential

Responsibilities:

Mentored and developed both direct and indirect employees to help prepare them for the next step in their careers
Conducted monthly interdepartmental Learn & Learn sessions with local and remote employees. This includes cross functional and cross-departmental as well as how to best use software to be most efficient at performing their job duties
Ensured the teams were meeting and exceeding SLAs
Developed IDPs (Individual Development Plans)
Responsible for annual and semi-annual performance evaluations
Provided daily Speed & Accuracy scores
Scheduling
Managed cross-functional teams
Accountable for meeting KPIs
Regular reporting of attendance