Hilary J. Clemons www.linkedin.com/in/hilary-clemons

702-***-**** ● ac5wvw@r.postjobfree.com Seattle, Washington

OPERATIONS MANAGER – Business Intelligence & Analytics, Process & Efficiency Improvement, Project Management, Problem Solving, Critical Thinking, and Quality & Business Analysis

An accomplished Operations Manager professional with over 20 years of diverse experience, seeking role in a management capacity. Focused on process improvement and customer service to drive results and profitable outcomes. Skilled at leading and mentoring large and diverse work teams. Detailed-oriented, passionate, and organized. Collaborates with all internal and external stakeholders. Technical proficiency with Microsoft Office Suite, SQL, Salesforce, Freshdesk, Workforce, Workday, Kronos, UltiPro, LashBack, DNC Solutions, Optizmo and Meridian.

Project Management

Technical Project Scopes

Business Intelligence

Six Sigma

Workflow Analysis

Leadership

Business Implications

Fast Paced Environments

Complex Project Resolution

Data Analytics

Training & Development

Process Documentation

Career Profile / Summary

Manage large scale reporting projects providing oversight for design, development, deployment and production.

Demonstrate outstanding leadership and superb project management skills.

Combined multiple email ticketing instances into a single instance, reducing annual costs by approximately $15K per year.

Closed gaps between the credit application and funding process. Streamlined jobs, improved handling of PII by organization, and reduced risks in relation to the FCRA.

Extensive experience analyzing current and potential business processes to identify opportunities for improvement.

Highly experienced professional who establishes successful partnerships with both internal and external clients.

Reputation as a dedicated team player who maximizes resources cross-functionally and supports the organization’s overall goals and objectives.

Educate and support colleagues and clients within the scope of the project as a critical component in accomplishing business goals.

Effectively cross-trained agents for improved efficiency and customer service outcomes.

Professional Experience

SAFE STREETS USA, Kent, Washington November 2017 - Present

Dialer Efficiency and Compliance Manager ~ November 2017 - Present

Management of sales, telemarketing and marketing compliance. Ensuring all required state licenses remain current. All DNC and DNE adherence. Monitor all marketing email campaigns to ensure affiliates are following proper procedures and adhering to the company's requirements for branding and selling.

.

Maintain all required telemarketing licenses, renewals and Surety Bonds.

Oversee FCRA and EOCA compliance for credit applications.

Create reporting to monitor mass email marketing campaigns, affiliates and publishers.

Review, train and update the Sales Department on all compliance related issues.

Evaluate, research and respond to DNC and DNE complaints, inquires and audits.

Monitor any changes in state and/or federal legislations related to telemarketing.

TESLA, Las Vegas, Nevada March 2014 -November 2018

Senior Scheduling Supervisor ~ July 2015 - Present

Charged with leading the training, development, and evaluation of team members. Actively work to fill knowledge and competency gaps related to the products.

Identify business strategy, align the organization, technology, and team members to allow business to achieve the strategic goals.

Provide strong leadership around quality audits of the team calls and emails, engage in positive leadership initiatives to keep the team motivated, and prepare reports for the leadership team as documentation of progress and outcomes achieved.

Maintain an open-door policy to assist team members in the moment with a customer. Remain available to address questions, comments, and/or concerns as they emerge.

Reported on team metrics and statistics.

Sr. E-Team Project Launch Specialist ~ February 2015 – June 2015

Assisted customers in a fast-paced, inbound call environment with scheduling their site survey in a timely manner.

Managed multiple email inboxes, assisting customers with scheduling and addressed any questions from both internal and external customers.

Answered questions and concerns regarding complex situations that impacted the customer’s perception of the organization.

Oversaw E-Team projects to ensure timely and accurate completions within the established budget of the department.

Credit Specialist ~ March 2014 – January 2015

Used effective listening and critical thinking skills to assess the customer’s credit application and determined if FICO score met the qualifications of the organization.

Engage in effective interpersonal communication skills to communicate professionally across various departments in a written and verbal format.

Took the initiative to audit and correct reports as needed to maintain quality and accurate information for the organization.

SPRINT, Las Vegas, Nevada November 2010 – October 2013

Business Wireless Technical Support Lead Agent

Competent and point of contact for multiple items including the billing system, network related tools, and troubleshooting numerous wireless, voice, data, and telemetry devices that utilize cellular services.

Assisted with leading fellow team members in training and development classes. Ensured the team members understood the organization's policies and how to resolve the customer’s concerns with equipment.

Performed research and due diligence required to assist the customer and reported incidents or upset customers to the leadership team as necessary.

Reviewed customer service calls for accuracy and quality by the team member. Offered quality coaching and effective feedback to assist the team member with improving calls.

ADDITIONAL PROFESSIONAL EXPERIENCE

CITI, The Lakes, Nevada January 2008 – July 2010

Customer Service Associate, Mentor, Team Lead ~ 2008 – 2010

Training Service Professional ~ 2008 - 2010

Educational Qualifications

High School Diploma, Dikaios Christian Academy, Rialto State, CA

Certifications / Training

Lean Six Sigma Certification – April 2016

Contact this candidate