Director of Operations Resume Aliso Viejo, Ca - Hire IT People

Objective

To provide excellent training, administrative and business development through superior management skills.

PROFESSIONAL EXPERIENCE

Confidential, Aliso Viejo, Ca

Director of Operations

Responsibilities:

Direct and implement regulations in the call center.
Create strategies for increased production.
Training and re - training of sales representatives.
Analyze floor production to create suggestions for better practices.
Implement bonus structures, and pay scales. Coordinate hiring, training and coaching, as well as annual performance reviews of teams.
Facilitate and mentor the development of team members.
Created a new training manual for the software programs and to increase collection efforts.
Develop operations plans and procedures to ensure high standards of quality.
Formulate and recommend policies for various functions.
Develops and align operations strategies to business objectives and align them to goal priorities.

Confidential, Lake Forest, Ca

Call Center Manager

Responsibilities:

Researched, selected and implemented the call center with a CRM system, phone system, and call center statistics.
Created a customer service training manual and quality assurance form.
Conducted administrative processes; planning, assigning, and directing work; appraising performance; setting development and performance goals and expectations; as well as handling hiring and disciplinary actions as needed.
Established KPI objectives to increase productivity and exceed company goals (call time, wrap time, number of calls, etc.)
Managed a team of 12 representatives.
Managed daily customer service operations.
Conducted daily supervision and coaching.
Partnered with upper management to conduct quality monitoring and report analysis.
Monitored, tracked, and enforced departmental policies, procedures, and goals.
Conducted annual reviews of representatives and took appropriate actions.
Regulated customer service quality by auditing phone calls.
Gather representative input, and have weekly meetings to strategically increase performance.

Confidential, Aliso Viejo, Ca

Call Center/Sales Manager

Responsibilities:

Manage sales activity of Confidential 's sales team.
Hired and managed a team of 60 sales representatives with 15 direct reports.
Recruit, retain and motivate top sales talent to ensure the highest levels of service and performance.
Train and develop low performing sales agents.
Participate in daily sales meetings to provide training, coaching, and motivation.
Work with Director of Operations and Training Managers to implement sales strategies and ensure training procedures are followed.
Perform side by side joint sales calls and work closely to overcome customer objections.
Monitor and analyze B2C sales goals.