OPERATIONS SPECIALIST Resume

SUMMARY:

Operations professional with over 10 years of experience managing cross - functional teams. Strong ability to identify areas of opportunity and effectively implement change management. In corporate Lean Management principles to increase efficiency and production.

AREAS OF EXPERTISE:

Customer Service Management
Escalation resolution
Teambuilding and training
Cost reduction and efficiency improvements
Process design
Quality Assurance
Multi-Project Management

TECHNOLOGY SKILLS:

SAP
OnBase
CC Pulse
RTA
PeopleSoft
Microsoft Dynamics
SuccessFactors
Shortel Communicator
LivePerson Live Chat Software

PROFESSIONAL EXPERIENCE:

Confidential

OPERATIONS SPECIALIST

Responsibilities:

Manage schedule and work flow of staff responsible for inputting new insurance claims, processing payments, conducting billing research and responding to telephone inquires
Resolve escalated customer complaints and issues, ensuring first call resolution.
Analyze customer survey data and monitor calls and performance reports to improve quality, minimize errors, and maintain a 95% customer satisfaction score
Oversee and streamline billing and accounts receivable processes; maintain accurate receivable reports; minimize open receivables with new billing process
Perform HR functions such as: payroll administration and processing, performance management, training, recruiting, credential checks, drug screening and employee on-boarding
Supervise shipping and returns process. Ensure timely return of parts with minimal damage write-off invoices.
Work cross-functionally with our Wholesale, Purchasing and Warehouse teams to support implementation and communication of company initiatives
Create, update and communicate Policy & Procedures and User Guides in partnership with subject matter experts to ensure compliance and minimize risk exposure

Confidential

CUSTOMER SERVICE LEAD

Responsibilities:

Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
Manage customer escalations and all customer relations issues
Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees
Utilize SuccessFactors to determine compensation actions and manage employee performance
Meet call center sales objectives, KPI’s and service levels by utilizing visual management and CSR sales incentives
Meet or exceed monthly branch sales goal of $145,000 by effective coaching measures and visual management
Managed employee communications, projects and call center metrics via SharePoint

Confidential

TEAM LEAD

Responsibilities:

Work closely with loan production officers and bank department managers to promote communication, and to ensure quality service delivery throughout the bank, as well as with external customers. Chair periodic loan operations meetings to discuss improvements and resolve issues.
Develop and maintain standardized work flows for all stages of document preparation, closing, file documentation, and collateral management. Ensure optimum staff levels for each stage.
Direct loan input (system boarding) and verification procedures for all loans. Reduced error rate from 35% to 8% in less than 90 days.
Oversee loan file structure and documentation processing procedures.
Maintain and demonstrate proficiency with loan software applications. Work with system providers to utilize applications to fullest capacity, streamlining processes and procedures, ensuring accuracy and compliance.
Analyze, prepare, and train for periodic updates to system software, and verify that enhancements are working correctly. Manage user security access.
Supervise loan document preparation to ensure all loans are being processed in a timely and proper manner. Verify that all loans are processed in accordance with established regulations, bank policies, and secondary market processing guidelines.

Confidential

CONTACT CENTER OPERATIONS SUPERVISOR

Responsibilities:

Manage a team of 35 General Motors Online Product Consultants by directing their activities for the achievement of call center targets and goals
Create and maintain standardize work instructions and procedure manual
Develop and implement a new hire training program including updating training materials
Develop new lead targeting schemes, and scripting for the optimization of existing programs.
Monitor team performance to ensure that the call center goals are met
Measure the group productivity as well as the individual’s reports related to customer outcomes.
Identify, recommend and support the implementation of various programs for the improvement of call center processes.
Utilize PeopleSoft to manage performance determine employee compensation, make employment decisions, set up performance goals and targets for assigned team.

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