Director Of Operations, Six Sigma Call Center Resume
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SUMMARY:
- Visionary, dynamic and results oriented Business and Operations Strategist with an unparalleled record executing complex and high profile programs while propelling operational growth and profitability within call center environments. Consistently turned around unprofitable operations and delivered continuous improvement in process, cost, quality, and productivity. Drove major projects, programs, and initiatives from planning through tactical execution; mastered advanced methodologies, processes, and technologies and aligned change efforts with business goal
- Demonstrated background in creating and delivering highly comprehensive Customer Service Center operating plans, which significantly increase revenue, reduce cost, and ensure adherence to all business goals and objectives. Experience with 300 seat call center environment.
- Call Center Operations
- Relationship Management
- Change Management
- Staff Development/
- Risk Management
- Six Sigma & Lean
- Strategic Planning
- Issues Resolution
- Requirement Gathering
- Sales & Marketing
- Project Management
- Relationship Management
PROFESSIONAL EXPERIENCE:
Confidential, Vancouver, WA
DIRECTOR OF OPERATIONS, SIX SIGMA CALL CENTER
Responsibilities:
- Established and managed the Service Contract Review Board, a cross functional virtual team that delivered continuous improvements in the service contract processes.
- Oversaw the service organization’s Virtual Project teams, which were created to implement new process standards throughout the company.
Confidential, Philadelphia, PA
OPERATIONS SENIOR DELIVERY MANAGER/CALL CENTER MANAGER
Responsibilities:
- Designed new delivery of services for Confidential and Intel Corporation to provide web delivery, engineering, customer service, and marketing support.
- Increased annual revenue $13M through throughout multi locations in Oregon, New York, Texas, and Arizona.
- Realized a turnaround of an underperforming region by driving sales increases of 160%, profits of 30%, and staffing 155% ahead of goal.
Confidential, Portland, OR
CONSULTANT OPERATIONS/CALL CENTER MANAGEMENT
Responsibilities:
- Significantly increased efficiency and accelerated claims processing from 20 days to 5, reduced call volume by 15%, and improved client quality scores by 15% through the development of “Best of Breed” call center processes.
- Spearheaded the implementation of performance tracking and reporting system to create daily accurate SLA’s and KPI results, as well as provide strategic process improvement recommendation for senior management.
Confidential, Vancouver, WA
OPERATIONS DIRECTOR/CALL CENTER MANAGEMENT
Responsibilities:
- Drove CSAT scores from 90% to 93% and improved schedule adherence by 50% through the implementation of operations metrics.
- Significantly reduced average call value from 60 seconds to 35, cost - per-call by 50%, volume forecast accuracy 30%, employee retention 90%, and reduced abandoned call rate by 5%.