Operations Team Manager Resume Mountain View, CA - Hire IT People

SUMMARY

12 + years of diverse experience in operations, program, client and vendor management.
Proven track record of successfully conceptualizing objectives, delivering results and assembling high performing teams across various business and technologies, focusing on end - customer satisfaction and business impact.
Client Interface and Service Delivery
People Management: Recruitment, Training, Quality & Performance Management (coaching/mentoring) and Retention
Change Management: Defining and implementing new procedures and technologies to improve operational efficiencies
Dealing with Ambiguity (especially under constantly changing deliverables)
Excellent Communication and Presentation skills

TECHNICAL SKILLS

Applications: Microsoft tools (Word, Excel, PowerPoint, Outlook, Sharepoint), G-Suite (Gmail, Docs, Drive, Sheets, Slides, Hangouts)

Software Tools: Avaya, Cisco, E-Talk, Witness, DellServ, NICE, CallCopy, QAD, gCases

PROFESSIONAL EXPERIENCE

Operations Team Manager

Confidential, Mountain View, CA

Responsibilities:

Lead a team of 10+ associate localization project managers, working on end-to-end localization of Confidential consumer and enterprise products, ensuring timely product launches and updates in 70+ languages
Mountain View operations site lead managing cross-functional collaboration with an offshore team (in Manila) to scale operations, standardize workflows and offshore processes
Reduced cost and enhanced productivity by improving localization workflows (design of intake form which reduced internal consults by ~22%), processes and services (in-house screen shot process)
Standardized and baselined SLAs, and developed the quality framework (resulted in reduced escalations by 8+%)
Responsible for localization related client business reviews (weekly, monthly, quarterly)

Manager Consumer Support

Confidential, Fremont, CA

Responsibilities:

Led a team of 15 customer service agents and 3 leads.
Charter included managing order processing and support to US domestic and international customers
Enhanced accountability by establishing performance and development targets for individuals and the entire team
Drove excellence in CAS scores and customer service KPIs
Led process improvement initiatives which improved productivity and customer experience (Agent cross skilling)
Liaise with various other departments like shipping, tech support, accounting, sales and R&D

Quality Specialist

Confidential, Mountain View, CA

Responsibilities:

Performed quality audits on Vendor Quality Auditors’ (VQA) evaluations across multiple vendors, products and channels (Voice/Chat/Email) and ensured that they were up to or exceeding Confidential standards
Led calibration sessions and delivered coaching/feedback to VQA’s to make sure the vendors were aligned with Confidential ’s guidelines and philosophy on delivering an excellent customer experience
Provided the Quality Management team with support and regular feedback of the VQA teams and vendor sites
Contributed towards the design of quality monitoring forms and processes
Mystery Shopped at support centers to identify performance gaps and suggested training needs

Manager

Confidential

Responsibilities:

Set-up from scratch the H.R call center focused on strengthening operational and strategic HR support for employees of NHS, a nonprofit company with 10,000 plus employees and operations in 7 states
Implemented, reviewed and managed all Confidential policies, procedures, metrics and performance standards
Evaluated quality and efficiency to provide coaching and feedback

Associate Manager Customer Service

Confidential, King of Prussia, PA

Responsibilities:

Led a team of 15 customer service representatives in the billing resolution team
Handled escalations and improved first call resolution rates within the team

Senior Team Manager

Confidential

Responsibilities:

Led a team of 15-20 Confidential Associates, Case Managers and Resolution Specialists
Ensured proper training of agents for all products, tools, offerings and processes, leveraging available internal resources
Developed all agents through skills assessment, call monitoring, coaching, feedback, and role modeling
Implemented consistent rewards and recognition program to drive results and build high motivation
Ensured acceptable levels of performance on productivity, Aux Adherence and Outage

Subject Matter Expert

Confidential

Responsibilities:

Handled team of new joiners during process training and developed strategy to meet daily and monthly targets

Front Office Assistant

Confidential

Responsibilities: