We provide IT Staff Augmentation Services!

Business Support Manager Resume

Tullahoma, TN

SUMMARY:

Driven professional with a strong sense of purpose for developing leaders and implementing effective business solutions. Twenty - three years of experience with both small company and large corporate environments has honed the unique ability to evaluate and reengineer processes and workflows to ensure alignment with key objectives and cultural goals. Able to develop, facilitate, and provide leadership training. Operates with a sense of urgency and thrives in fast-paced settings. Ability to adapt to change as well as influence change management.

CORE COMPETENCIES:

Workforce Management - Project Management - Strategic Planning - Process & Standard Improvement - Leadership Training Development - Software Testing & Development - Field Service and Call Center Management

TECHNICAL SKILLS:

Proficient in Microsoft Office Suite: (advanced) Excel, Word, Power Point, Outlook

PROFESSIONAL EXPERIENCE:

Confidential, Tullahoma, TN

Business Support Manager

Responsibilities:

  • Provide thought leadership for department and companywide
  • Oversee business analysts, reporting, trending, process validation, and reconciliation for revenue assurance
  • Develop systems and standards to manage scheduling and productivity to ensure efficient use of resources
  • Develop processes and goals that align with company vision and key performance indicators
  • Oversight of the retail and private cable operator business lines - properties, finances, sales, marketing, and training
  • Point of contact with Confidential Network for damage claims, ethics cases, capacity, and escalated customer issues
  • Oversight of Call Center functions, call flow design, and service levels
  • Project Manage pilot programs for system automation and business improvement
  • Oversight of streamlining, automation and testing of in-house back office system

Leadership & Management Developer

Confidential

Responsibilities:

  • Assisted in identifying core competencies
  • Develop training program and materials and implement monthly classes for middle and frontline managers
  • Schedule, facilitate and coordinate guest speakers from different departments
  • Lead training classes using leadership management theory and deliberate practice techniques
  • Point of contact with third-party training company to develop and facilitate new hire manager training

Confidential, Nashville, TN

Dispatch Manager

Responsibilities:

  • Oversaw dispatchers and supervisors, including budgeted staffing levels, churn, hiring, coaching, training, and development
  • Onboarded and trained new Dispatch Managers in eastern region of the US
  • Oversaw resource calendars and capacities vs. forecasting
  • Assisted in transitioning Regional Service providers in and out of the business
  • Developed and facilitated department training

Hire Now