Customer Operations Manager Resume Dayton, OH - Hire IT People

SUMMARY:

To provide decisive, action - oriented & results focused management. Promote my skills as a personable, multi-tasking leader who can thrive in a high volume, high stress & rapidly changing environment.

TECHNICAL SKILLS:

Microsoft Certified: Access, Excel, Outlook, Project, PowerPoint & Word

Payroll/Scheduling: Aspect eWorkforce Management, LM Plus, Kronos, Avaya CentreVu & Genesys

Other: Icoms, Advanced Agent Desktop, CSG, Unified, Remedy, RIO, CableEdge, iGlass, Adobe Photoshop, Illustrator, Visio, Kana Email Software & any web-based applicatio

PROFESSIONAL EXPERIENCE:

Confidential, Dayton, OH

Customer Operations Manager

Responsibilities:

Provided direction and supervision to staff of 7 Tier 1/Support Supervisors, upwards of 150 Tier 1 support representatives, and workforce management team.
Department handled service delivery by phone to Residential customers for Video, Data, and Digital Home Phone products while maintaining the expectation of customer experience.
Oversee and maintain staffing needs, $10M departmental budget and forecasting by monitoring statistical metrics and call volume.
Partnering with Workforce Management support team, analyzing interval call volume for scheduling and planning.

Confidential, Confidential City, MO

Customer Care Tier 1 Supervisor t

Responsibilities:

Supervise 15+ Customer Service Agent’s daily activities to ensure productivity and quality standards are met - resulting in team ranking of first or second place 23 out of 24 months for Confidential City across Call Center metrics.
Team coaching resulted in the following improvements for 2013:
5% Confidential improvement 83% to 88.7%
4% Confidential Improvement 81% to 85%
3% Productivity Improvement 88% to 91%
Train, coach, monitor & reward agents on various division goals & objectives in order to achieve the projected service targets - team had highest total RGU sales all 12 months of 2013.
Managed launch of Keynomics Performance Improvement Software to KC call center - resulting in an 8% efficiency improvement over baseline.

Confidential

High-Speed Tier 3 Supervisor

Responsibilities:

Supervise 20+ Tech Support/Help Desk Agent’s daily activities to ensure all quality standards are met.
Train, coach, monitor & reward agents on various division goals & objectives in order to achieve the projected service targets.
During tenure, team received numerous accolades for top sales performance and led the tier 3 agents 17 out of 18 months.
Handled escalated calls from customers. Responded to difficult customer inquiries, billing issues & complaints referred by management or agents.

Confidential

Workforce Analyst

Responsibilities:

Manage call volume forecasting & day-to-day scheduling for 200+ employees - including training schedules and team meetings.
Project Manager of eWFM system launch in Confidential City. Coordinated all activities with internal support and external vendors. Project launched 2 weeks ahead of schedule and under budget.
Monitor & report productivity, schedule adherence & compliance of call center agents - 18% agent productivity increase in 2006.

Confidential, Overland Park, KS

Lead Workforce Planning Technician

Responsibilities:

Responsible for workflow of 900 employees in a fast-paced guest service/retail Call Center.
In charge of monitoring guest call volume to ensure the 20 second Call Center goal was achieved - these efforts led to a 52% improvement in Guest Service satisfaction survey score for 2005.
Project Lead for telecoms launch of Disney Travel Agents - 200+ agent system - answering 24/7 worldwide calls.
Managed all reporting of hourly, daily & weekly stats - including wait time, call length, productivity & schedule adherence.
Created weekly schedules for all employees - using Genesys Workforce Management Systems.
Developed & implemented attendance tracking database, synchronizing Genesys WFM & Kronos Payroll Systems.

Confidential, City, MO

Supervisor

Responsibilities:

Managed team of 35 diverse retail employees.
Scored lowest turn-over percentage for employees for three out of four months.

Confidential, MO

Production Scheduler

Responsibilities:

Scheduled production of 2 motorcycle assembly lines.
Maintained corporate vehicle tracking, customer orders & production databases for both assembly lines.
All monthly, quarterly & yearly production goals were met, on-time, while in position. - over 71,000 motorcycles.
Project Lead for new inventory system - upon completion was adopted across entire company

Confidential

Administrative Support Specialist

Responsibilities:

Managed all time & attendance for 300+ employees - using LM Plus software.
Updated all project information for 3 production assembly lines and future build projects. Including material, budget and delivery information
Served as back-up for inventory control, new parts tracking for the Confidential City Facility

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Customer Operations Manager Resume

Dayton, OH

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