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Operations Support Senior Manager

Lithonia, GA
60K - 70K
October 13, 2018

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M. A. Stephens


Contact Information



**** **** **.




Excellent verbal, written

communication and

interpersonal skills

Strong customer satisfaction

surveys writing skills

Ability to manage multiple


Strong analytical, problem

solving and decision-making


Strong policy and procedure

development skills

Strong training and development


Strong Microsoft Office Suite


Excellent AVAYA phone

management real-time and

historical report experience

Peoplesoft budgeting software


Disaster Recovery and

Continuation of Business

preparedness experienc

My objective is to gain full-time employment with a company that would benefit from my 20+ years of experience in training and supervising a management team in a highly collaborative fast paced environment. I have built a career on building management teams for optimal performance in providing excellent customer service, product knowledge, forecasting staffing needs, personal and team training; and CSR team performance management via the AVAYA phone management system.

Primerica Life Insurance Operations Support Senior Manager Company

Duluth, GA



Co-managed a team of 72 Inbound phone

representatives and 8 Operations Support Senior

Supervisors to directly support strong sales

performance from a national sales force of 250K

field agents

Exceptional ability to multi-task between multiple projects and across several business centers

including the AVAYA Phone Management Command

Center to make recommendations and develop

strategies for timely and accurate call volume

projections and forecast

Responsible for gauging key drivers within the

contact center to match with KPI data in the AVAYA system to accurately define and present

performance shortfalls to company executives

Responsible for AVAYA real-time quality monitoring

(QM) of phone CSRs performance; and volume

metrics necessary to make immediate adjustment

of CSR concentration and priority levels in 6

skillsets; and to set adherence goals

Responsible for analysis on current and future

business staffing trends via multiple AVAYA reports; and making recommendations to company


Responsible for setting objectives and goals for the supervisor staff for effective team management of

attendance, performance monitoring, adherence to

daily ASA goals, CSR training and team building

exercises and annual performance review writing

Managed the hiring and training supervisors

responsible for attracting, onboarding, training,

retaining and developing talent as well as

progressive discipline for those who do not meet

training, adherence and performance goals and


Responsible for training supervisor staff in effective management of their respective teams including

coaching, counseling; and procedures training for

handling new business/underwriting calls as well as POA (billing) and POS (in-force policies) and EOT

(End of Term) calls

Responsible for managing 22 remote workers with

onboarding to company systems and software,

technical sign-on, and level 1 escalation for

assistance with complex calls

Responsible for establishing and updating policy

and procedures for the phone contact center

• Co-prepared the department's operating budget


Primerica Life Insurance Operations Support Senior Supervisor Company

Duluth, GA



Primerica Life Insurance Operations Manager


Duluth, GA



Primerica Life Insurance Senior Coordinator


Duluth, GA



Primerica Life Insurance Training Coordinator


Duluth, GA



Eastern Kentucky Bachelor of Science


Richmond, Kentucky


Supervised a team of 16 CSRs assisting policy

owners with inquiries about their life insurance


Generally responsible for interviewing, hiring,

training, mentoring, motivating,

coaching/counseling; and administering corrective


Specifically responsible for managing attendance,

product knowledge training on new life insurance

products for respective CSR team

Assisted the departments CSRs and Help Desk

CSRs with level 2 escalation of phone calls

requesting additional assistance with underwriting requirements and decisions; and changes and

additions to in-force policies

Developed policy and procedure around time and

attendance reporting

• Responsible for writing annual performance reviews Implement and maintained daily and quarterly

rewards and recognition program

Interviewed, hired, trained and supervised a team of 8 processors for the New Business group

Coached and counseled on production goals for

processing new business applications

Developed weekly training for application

processing team

Interviewed, hired, trained and supervised telephone CSRs for Underwriting phone call center

• Coached and counseled on performance goals

Facilitate audit, assessment and review function for various controls within the Underwriting department

Oriented and prepared training for new hire

employees around Primericas Life Technical

Training program

Developed and presented weekly training to veteran phone CSRs assisting the field sales force.

Supported sales force with efficient complaint

resolution procedures training for all CSRs

Police Administration Degree


Certifications & Courses


Developed Excel spreadsheet, 'Field Solutions Daily Service Level Shortfall' for senior management to examine metrics that stunt daily ASA and performance goals; and that support future staffing needs

Developed Excel spreadsheet, 'Performance, Attendance, Adherence Checklist (PAAC)' as a team supervisory tool to ensure CSR adherence with set performance goals for promotion and special increases in pay for 30% of the workforce Developed Excel Spreadsheet, 'Time Attendance Incident Reporting Spreadsheet (TAIRS)' to support CSR attendance and punctuality management that reduced CSR attendance reporting errors by 10%

Developed 'Six Steps to Progressive Management' supervisory training presentation to facilitate contact center supervisor development in a six-step process that improved management retention by 20%

LOMA, Foundations of Customer Service, 1999

LOMA, Principles of Life & Health Insurance, 2002

Sillsoft, Leadership Advantage Training, 2017

Above the Line Magazine, 2007-2012

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