Manager Project and Operations Management

Dr. Carmen Jolley, DM

***** ******* **** ** • El Paso, TX 79936 •

Email: ********@*****.***

A master team builder with outstanding facilitation, presentation, monitoring, needs assessment, and organizational skills. Demonstrated expertise in the following areas:

• Starting Call Center Operations from scratch • Client-Vendor Relationships

• Proficient in Spanish and English. • Prepares management reports

• Research, Analysis & Presentation • Project Management knowledge

• Electronic learning platform knowledge • Management of high call volume

• Maintain effective communication with staff • Experience using MS Office

ACADEMIC CREDENTIALS

Doctor of Organizational Behavior-Management-2008

University of Phoenix –Phoenix, Arizona

GPA: GPA: 3.62/4.0

Emphasis in Organizational Leadership, Process Design and Operations Management

Master of Science: Computer Information Systems-1997

University of Arizona - Tucson, Arizona

GPA: GPA: 3.95/4.0

Emphasis in Technical Support, Operational Systems, UNIX, C++, LAN Networks

Bachelor of Science: Operations Management-1989

University of Arizona - Tucson, Arizona

Emphasis in Operations Management, Forecasting, Organizational Behavior, Fundamentals of Communication, Strategic Planning, Business Development

PROFESSIONAL PROFILE

Accomplished management career reflects 20 years of Call Center experience in operational leadership.

HR Management and organizational development in highly decentralized organizations

Fast learner with the ability of implementation and executions of SOPs

Extensive experience of Organizational Leadership, business strategies and management assessment models.

Works under no supervision. Impressive record of virtual commitment to successful class instruction has resulted in long-term, trusted relationships with students

Strong problem-skills.

Develop and implement organizational solutions to product expansions and provider operations.

Participate in HR Hearings

Working knowledge and experience using MS Office technology: Word, PowerPoint, Excel, PeopleSoft.

Experience in managing high call volume and fast-paced environments

Demonstrated knowledge of technology industry and general business management

Served as Chief Quality Advisor vendor- client on hiring requirement, training for product development and overall call center operations

Dr. CARMEN JOLLEY, DM PAGE TWO

RELEVANT MANAGEMENT EXPERIENCE

GC Services El Paso, Texas 1997 – 2015

Performs advanced upper management work providing direction and guidance to direct reports in strategic operations and planning. Managing the workforce, quality assurance and technical roles to our client.

Project Manager /Senior Operations Manager/ Training/QA Manager/Recruiting

oProject Manager with twenty years of working experience of assigning work to bilingual teams, developing direct report leadership skills and managing performance of staff

oRolled out of Call Center’s Operations were made seamless due to the attention-to-detail and quality assurance

oDevelopment included process design, technology applications and service operations management

oSet up Work Force Schedules, Shifts, VTO (under-time), Extra Time, People Soft, Facility Management

oFocus and oversee organizational effectiveness by monitoring, developing employees

oNegotiates funding requests with the client. Monitors expenditures of the departments to conduct program operations within budget allocations

oDeveloped highly analytical skills and control processes with the proven ability to perform in a fast-paced environment while keeping attention to detail

oConduct quarterly client-vendor meetings and presentations

oDirectly supervises floor managers and numerous support staff such front line agents, payroll and quality specialists, HR generalists

oQuality Assurance management experience in conducting local and international QA calibration sessions to initiate, design, and implement new process initiatives in the US and the Philippines Call Center

oSuccessful in meeting the client’s Key Performance Index requirements: AHT, AWT, CRM, ABS% QPR, ASA, % Handled, traffic tracker processes, tools and reviews deliverables

oTraining management experience included responsibilities for recruitment, hiring, training, assigning work and managing performance of staff

First Data Corporation, Tucson, Arizona 1989 – 1997

FDC provided vendor services to MCI Telecommunications Company. Due to excellence performance MCI Offered an Operation Manager position to new call center in El Paso, Texas.

Senior Operations Manager- Human Resource Director

oEnsured contractual and KPIs, scorecard of metrics agreement requirements were met.

oDeveloped organization strategies by identifying and researching human resources issues

oDeveloped and Implemented SOPs by establishing department accountabilities

oManaged human resources operations by recruiting, selecting, orienting, training, coaching, counseling, and disciplining staff; reviewed staff job contributions

oAssigned agent shifts according to high peak call volumes. Offered Extra-Time, Under- Time (VTO) when needed

oAccomplished special project results by identifying and clarifying incentive opportunities; communicated and coordinated requirements

o Evaluated milestone accomplishments; courses of action; changing assumptions and direction

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