Manager Quality Assurance

JANET DAVIS-AHMADI

**** *********** **. **** ***, Odenton, MD 21113 410-***-**** **********@*****.*** SENIOR MANAGER

Dynamic, versatile manager with over 20 years of experience and a proven track record in effectively overseeing all facets of call center operations. Demonstrated ability in supervising large-scale operations and working in high-pressure environments. Adept at working effectively in independent and group settings. Skilled in adhering to deadline and tackling multiple priorities at once. Seeking a position with an innovative company that is committed to professional development and growth. AREAS OF EXPERTISE

Inbound Call Center Services ● Operations Management ● Interpersonal Communication Skills New Product Implementation ● Turnarounds ● Rapid Growth Environments ● Employee Relations Consumer Insights ● Quality Assurance ● Stakeholder Relations ● Training & Development Process Improvement ● Statistical Process Improvement ● Labor Relations ● Strategy & Analysis Time Management ● Organization ● Attention to Detail ● Writing Skills ● MS Office ● Windows OS PROFESSIONAL EXPERIENCE

Self – Employed – Performance Management Consulting Consultant/Independent Contractor, Odenton, MD (2010-Present)

Provide guidance to Corporate Management team and onsite Call Center Management teams to ensure compliance with all corporate, client, Lean Six Sigma and best quality practices

Interact with Contractors, Clients, Technical Support Staff, Corporate Management and onsite Management teams to facilitate successful implementation of all customer required quality metrics Key Accomplishments:

Evaluate gaps in performance and develop detailed plans for improvement

Provide one on one training to at risk Agents, focusing on call handling processes

Provide initial and continuous training to Management team

Led the Directory Assistance Call Centers to consistently maintain the highest quality scores in the client’s organization by focusing on process improvements EXCELL AGENT SERVICES/EXCELL SERVICE/kgb USA

Senior Director of Operations, Lubbock, TX (2007-2009)

Managed the relationship with the Domestic alternative service provider, UNICOR

Supervised all Call Center Operations, including training, workforce management and quality assurance for the five Domestic Alternative Call Centers Key Accomplishments:

Implemented performance improvement plans for Agents; utilized an equitable approach to address performance gaps; yielded an increase in overall employee morale

Created employee recognition programs that acknowledged top performers as well as individuals who demonstrated improvement over the course of a given time period

Successfully migrated all clients to a new network

Seamlessly equipped a domestic Call Center to handle directory assistance calls originating from the United Kingdom; the service quality rivaled that of the UK Centers within a six-month timeframe

Implemented an Agent Certification program recognizing top performers

Improved performance metrics; quality 90% to 94%, call processing time from 43 seconds to 38 and adherence from 93% to 96%

Recognized by Senior Executives for improving third-party satisfaction from 60% to over 90%

Recognized for my leadership, I was one of 25 employees selected by Senior Executive Team to attend “Lessons from Lincoln – leadership lessons from History” leadership training JANET DAVIS-AHMADI Page 2

Senior Director of Operations, Phoenix, AZ (2006-2007)

Reported to the CEO; oversaw all Call Center operations including training, quality assurance, Human Resources and Client relations for a 200-seat domestic Call Center

Supervised directory assistance, long distance service and customer care operations

Also managed five domestic Alternative Call Centers totaling 700 seats; locations included Canada and the Philippines

Key Accomplishments:

Successfully spearheaded the startup of two domestic Alternative Call Centers totaling 300 seats in order to meet the needs of our largest client

Effectively managed the relationship with the company’s Alternative and Filipino service providers

Improved domestic Alternative Center quality metrics by 30%, decreased call processing time by five seconds, and increased on board adherence by 7%

Director of Operations, Lubbock, TX (2005-2006)

Assumed responsibility for overall operations of the 200-seat Lubbock Call Center

Areas of focus included workforce management, training, quality assurance and Human Resources

Services provided included directory assistance, long distance services and customer care Key Accomplishments:

Implemented performance-based compensation for all personnel; resulted in improved service quality from 55% to 92% and lowered cost per call by 5%

Initiated the provision of medical insurance benefits for all full-time and part-time Agents

Devised Agent retention strategies; incorporated recognition, communication, management relations and employee development; reduced turnover by 25%

Applied adherence metrics within the Center; resulted in improved overall efficiencies Operations Manager, Rockledge, FL (1996-2005)

Initially employed as Service Manager in this start-up Call Center, responsible for hiring, training, supervising, developing and motivating a team of 30-35 directory assistance Agents. Subsequently, promoted in April 1997 to position of Operations Manager; responsible for the selection, leadership and development of ten Service Managers, three Quality Assurance Associates and indirectly responsible for 300 Agents.

Key Accomplishments:

Met or exceeded every operational direct measure of quality (DMOQ)

Challenged each Manager to achieve performance improvement via quarterly competitions; Center’s overall quality increased by 1% over the goal and efficiency improved by 9%

In an effort to drive performance improvement, I created an employee recognition program that was adopted company-wide across six Call Centers and within Support Staff Headquarters

Developed and implementing new methods, policies and procedures, as well as new-and-improved training materials and quality assurance processes EDUCATION

Allegany Community College, Cumberland, Maryland

Certificate - Data Processing Program

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