Quality Assurance Customer Service
Resume:
Roderick Means
Email: *********@********.***
Address: **** ******** **
City: Houston
State: TX
Zip: 77040
Country: USA
Phone: 281-***-****
Skill Level: Director
Salary Range: 70
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Roderick Means
8045 Ellinger Lane
Houston TX 77040
*********@********.***
Objective: Seeking a Director of Operations Managerial position where over 17 years of leadership can be used in a
corporate or call center setting.
Career Highlights
Operations: Proven track record of 17 years of experience in hiring, retaining, scheduling, managing, and process improvement of company`s debt recovery of over 60% within 30 days.
Client Retention: Led and created quality assurance program to assure compliance and customer satisfaction saving the company an excess of $2 million/month.
Training and Development: Hired, trained, and supported employee retention and morale using outstanding communication skills and cross training on customer service, sales, negotiation, and auto-dialer inbound and outbound call handling.
Leadership Skills: Received company nationwide recognition for successful leadership and climbed within the ranks from lower to executive level management overseeing over 200 employees and 31 business clients in over 7 industries.
Professional Experience:
Gabrielova Law Group/Sanchez Legal Group
Director of Operations January, 2011-Present
Pioneered the start-up of the firm, by facilitating the scope of the firm`s goals and deliverables throughout the Texas Region, simultaneously coordinating a multifunctional staff. (I.e.52 clients, 3 attorneys, 4 paralegals, 2 process server institutions, vendors, etc
Oversee the implementation of pre/post litigation strategies to minimize exposure and risk alongside preparing engagement reviews and quality assurance procedures.
Analyze project profitability, revenue, margins, bill rates, and utilization.
Law Office of Regent and Associates
Operations Manager January, 2004- January, 2011
Supervise the regulation of litigation practices, strategies, assess profit margins, and streamline communication with 32 clients. Responsible for the continuous implementation of strategic planning and identifying deficiencies; daily, weekly, and monthly forecasting; monitor production, cost, and assure monthly, quarterly, and annual goals are met.
Risk Management Alternatives
Department Manager January 2002-January, 2004
Contribute information and recommendations to strategic plans and reviews, preparing and completing action plans; implementing productivity, quality, and customer service standards; problem resolution, preparing monthly budgets, analyzing variances; reviewing and planning compensations actions; enforcing policies and procedures.
Nationwide Credit, Inc.
Operations Manager January, 1995-January, 2002
Maintained a staff of over 200 account representatives, 11 account managers, 4 administrative assistants, 2 dialer operators, 2 operation analysts, and 1 quality assurance manager. Manage collection budgets, logistics, dialer strategies, and employee scheduling. Generated $2 million/month recovery of bad debt of the most successful branch out of the 15 in the nation which soon led to company wide recognition.
Education
Prairie View A & M University
Prairie, Texas
Bachelor of Science Degree- Pending
Major: Engineering
Technical Expertise
Word, Excel, PowerPoint, Outlook, Auto Dialer
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