Manager Operations

SHAUN WOLFE

**** ********* ***. **, *******, VA *4012 • 540-***-**** • **********@*****.***

SUMMARY

Current Operations Manager bringing extensive call center experience in inbound, outbound and blended environments. Strength in training and development, client relations and problem solving.

SKILLS

Process improvement

Communication

MS Office expert

Leadership

Accounting

Project Management

Teamwork

Decision Making

WORK HISTORY

Operations Manager - 02/2016-Present

Faneuil, Inc. (VDOT EZPASS) - Clifton Forge, VA

Developed and maintained operating procedures

Lead weekly internal Management Meetings

Provided leadership direction to Supervisors and Managers

Lead weekly meetings with our client

Assisted in the documenting and writing of the current RFP

Lead Project to transition to new Workforce Management Software

Supervisor Provider Analytics - 07/2014 - 10/2015

Delta Dental of Virginia - Roanoke, VA

Reduced and controlled company expenses by automating manual processes

Increased EFT enrollment by 30%

Cultivated trust between Provider Offices and Department

Managed testing cycles

Mapped process activities to desired outcomes to rectify operational inefficiencies

Documented business processes and analyzed procedures

Managed reimbursement rates for providers

Lead a successful team focused on relationship building and rapport

Investigated and implement ideas for quality improvement

Sales Supervisor - 02/2013 - 07/2014

The Orvis Company Inc. - Roanoke, VA

Analyzed call volume

Created an electronic Quality Assurance program

Created up-sell program

Trained staff on operating procedures and company services

Provided performance feedback

Encouraged continual process improvements

Sales Supervisor - 08/2008 - 02/2013

Liberty Medical Supply - Salem, VA

Lead team of outbound specialists

Maintained an overall Quality score of 94%

Researched and resolved issues regarding the integrity of data flow into databases

Documented business processes

Developed metrics in organizational efficiency

Trained staff on operating procedures and company services

Provided performance feedback

Identified individual development needs with appropriate training

EDUCATION

BBA: Business, Current

Western Governor’s University – Salt Lake City, UT (ONLINE)

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