General Manager Resume MO - Hire IT People

SUMMARY:

Customer - centric leader of sizable and high-volume member travel contact center. Strong understanding of teh businesses financial performance as related to both cost and revenue generation.
Highly successful in driving sizeable teams to surpass metrics in several call-center operations. Strategic in identifying process improvements that impact customer satisfaction, efficiency, cost and revenue generation.
Competencies ForecastingRevenue Growth Strategy Development
Service Level AgreementsMetrics & Performance Improvement Budget Management
Quality Management Compliance (PCI, SOX, ISO 27001) Leadership Development
Mortgage/HELOC Processing Insurance SalesCredit Approval
Confidential - Connexions Loyalty (Carlson Leisure Group) ( Confidential acquired Carlson Leisure Group)
Confidential is teh global leader in teh designing, marketing and servicing of comprehensive customer engagement and loyalty solutions that enhance and extend teh relationship of millions of consumers with many of teh largest and most respected companies in teh world.
Confidential TEMPhas 3,500 employees and TEMPhas marketing capabilities in 20 countries globally.

PROFESSIONAL EXPERIENCE

General Manager

Confidential, MO

Responsibilities:

Demonstrated successes in teh field of Call Center/Contact Center Management.
TEMPPrincipal areas of focus: Strategic Workforce Planning, Forecasting and “fact based” decision-making.
Excellent Statistical Analysis and Quality Improvement skills
Utilize Six Sigma methodologies to measure and improve performance
Implemented successful integration of automated scheduling software
Demonstrated record of innovative and cost effective solutions.
Training & Communication; instructional design, internal/external training delivery (client/program, product, technology, compliance), internal communications (real time/daily industry, program, client), SharePoint administration, design delivery; toolset administration, agent tools and rewards/recognition
Serves as an effective and contributing executive leader, partnering with others throughout teh company to achieve teh company’s stated goals and objectives.
Reports to executive team on all cost and quality measures and communicates all challenges and initiatives.

Confidential

Internal and External

Responsibilities:

Proven Confidential management expertise in teh fields of Corporate and Loyalty Travel and Banking (retail and credit card operations)
Proven track record of leading teams, building consensus, and negotiating mutually acceptable solutions.
Leads teh development, communication and implementation of all operational components of products and services
Quality and defect management & reporting. Call quality; design, analytics, calibration (internal/external) and use of NPS or Net Promotor Score to measure success.
Process Improvement; process redesign/improvement, automation refinement, identification/remediation of technology issues designed to improve cost, revenue and Confidential
Provides operational expertise and input into teh development of teh company’s overall strategic objectives
Experienced in teh various technologies for call centers and travel booking tool solutions
(me.e. Avaya/Lucent, Paraphonics IVR, CTI, and web-based online booking tool solutions).
Designed state of teh art “Skills Based-Call Routing” strategy to optimize workforce management resource utilization Confidential teh lowest cost.
Business development support; sales presentation/process, contract reviews, business requirements gathering
Evaluation of acquisition and integration activities; due diligence oversight for operations; construct services agreements
Relationship Management; operational prioritization, client relationships (business reviews, program improvement, escalation management), vendor relations managementFinancial Accountabilities and Compliance
Develop and manage operating expense budget and subsequent month forecasts
Develop and manage revenue forecast for contact center operations
Ongoing reporting of financial performance to executive and other audiences
Responsible strict adherence to teh standards associated with for PCI, SOX and ISO 27001

Manager of Operations

Phoenix, AZ

Responsibilities:

Responsible for management of a 7x24x365 Directory Assistance Call Center.
Successfully managed an operation consisting of nearly 900 employees.
Successfully managed increase in call volume from 3 million to 12 million per month through strategic planning and forecasting.
Managed continuous performance improvement utilizing Process Management principles. (me.e. Process Mapping, Statistical Analysis, DMAIC)

We provide IT Staff Augmentation Services!

General Manager Resume

MO

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship