Operations Manager Customer Service

Brett Kunkel

Boise, ID • 208-***-****

***********@*****.*** • linkedin.com/in/brett-kunkel-3991157/

Senior Operations Manager/Director

Exceptional ability in providing the vision and direction to implement strategies and processes to deliver a best in class customer experience while enabling profitable revenue growth. Proven leader, innovative, self-starter, adept in managing relationships, growth and change. Innovative and confident when facing customer issues, exceptional at hiring/managing talent, comfortable working on a wide variety of projects, and capable of building operational excellence that generates high customer satisfaction.

— Areas of Key Emphasis —

•Project Management

•Budget Management

•Organizational Leadership

•Vendor Management

•Customer Service Management

•Team Building/Change Management

•Conflict Management

•Client Retention

•Exceeding Revenue Goals

•HR Management/FMLA/ADAAA

•Leadership Development

Professional Experience

Continuum Global Solutions, Boise, ID 2018 – Current

Senior Operations Manager/Director (2018 – Current)

Manage vendor partner relationships. Responsible for exceeding productivity to drive client quality and revenue in the telecommunications sector. Developed highly productive partner relationships, enabling partner trust. Directly monitor client KPI metrics to ensure performance, budget, and excellent execution crucial to operations with over 500 FTE employees at my site. Core working relationships with critical internal and external business partners to drive business improvements and results.

Key Accomplishments:

Manage the day to day FMLA/ADAAA process and all onsite HR concerns.

Most trusted client project for the clients Tech Dept. with supporting 45% of their volume to my site.

Daily payroll management via ADP.

Averaged 104% to goal on revenue targets last 6 months.

Operations Manager (2008 – 2018)

Collaborated with all consumer internal and vendor locations of 1300+ employees to implement and drive performance. Developed and maintained close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, and to ensure key solutions were executed and properly coordinated.

Key Accomplishments:

Worked cross-functionally with project managers, development team, and business owners.

#1 Ranked Operations Manager awards multiple times.

Conduent, Boise, ID 2017 – 2018

Customer Care Manager

Delivered leadership for the day-to-day activities of the customer service and Tech teams via inbound calls. Worked to create a culture of customer success across the department. Developed listening points in customer success processes, identified opportunities for continuous improvement, and proactively communicated with cross-functional stakeholders. Led committees to evaluate and assess processes to implement continuous improvements in operational performance, revenue growth customer service, and employee productivity.

Key Accomplishments:

Led onsite activities for a call center with 500+ agents, providing real-time support, agent, supervisor and Operations Manager training and development, and delivering constructive feedback for customer service.

Facilitate all accommodations in regards to FMLA/ADAAA.

Manage all aspects of employee CISCO and IEX logins in North America.

Support and travel to multiple sites nationwide to ramp new centers. .

Achieved an increase in customer experience satisfaction, satisfaction via surveys increased from 18% to 34% from 2017 to 2018.

Xerox Inc, Boise, ID 2013 – 2017

Operations Manager

Involved in all ramping of a newly acquired entity when Xerox purchased WDS as a separate entity to handle the BPO side of the business. I managed all day to day operations of the call center.

Key Accomplishments:

Provided superior customer service and management support with a demonstrated ability to respond under stress and handle several tasks simultaneously; launched new call centers.

WDS Global, Boise, ID 2008 – 2013

Operations Manager

Drove efficient operations with a focus on profitability for a BPO with over 1200 employees and annual revenues of $24 million. Managed all HR, Workforce Management, Quality, and Operations in a call center. Developed SOP’s (Standard Operations Procedures) for the start-up company.

Key Accomplishments:

Collaborated with all managers and CEO to ramp a new business.

Cultivated strong working relationships with vendors to negotiate pricing that increased profit while reducing company spend.

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