Operations Support Senior Manager
Resume:
M. A. Stephens
Experience
Contact Information
********@*****.***
Address
Phone
Skills
Excellent verbal, written
communication and
interpersonal skills
•
Strong customer satisfaction
surveys writing skills
•
Ability to manage multiple
projects
•
Strong analytical, problem
solving and decision-making
skills
•
Strong policy and procedure
development skills
•
Strong training and development
skills
•
Strong Microsoft Office Suite
skills
•
Excellent AVAYA phone
management real-time and
historical report experience
•
Peoplesoft budgeting software
experience
•
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
April-2011
September-2018
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
executives
•
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
expectations
•
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
Education
Primerica Life Insurance Operations Support Senior Supervisor Company
Duluth, GA
October-2008
April-2011
Primerica Life Insurance Operations Manager
Company
Duluth, GA
December-2005
October-2008
Primerica Life Insurance Senior Coordinator
Company
Duluth, GA
February-2000
December-2005
Primerica Life Insurance Training Coordinator
Company
Duluth, GA
July-1999
February-2000
Eastern Kentucky Bachelor of Science
University
Richmond, Kentucky
1981
Supervised a team of 16 CSRs assisting policy
owners with inquiries about their life insurance
policies
•
Generally responsible for interviewing, hiring,
training, mentoring, motivating,
coaching/counseling; and administering corrective
actions
•
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
Achievements
Certifications & Courses
Publications
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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