STEPHANIE HARRIS

***** ******** *** **, *********** NM 87123 C: 505-***-**** ad2me5@r.postjobfree.com Summary

Results driven, disciplined leader, with over 25 years of Operations Center Management Experiences; leading to the success of building and motivating teams, that work cooperatively to achieve business expectations. Strong leadership style that contributes to the ability to move teams forward. Confidently develops and leads teams that maintain focus on achieving high results while stabilizing results. Recognized for a disciplined approach to management skills, as well as setting clear expectations for orderly and consistent work patterns. Additionally, possesses a talent for identifying and addressing Customer Service concerns with solutions. Offers a superior background in Call Center Management; that includes proven efforts to streamline operations, increase productivity, and lead teams to increased levels of growth. Excited to join an organization that believes in growth while investing in the development of their people within the organization. Highlights

Technical Skills

Skills Experience Total Years Last Used

Microsoft Office Suites (Excel, Word, Expert 25 Current Outlook and Power Point)

Operation Software; Avaya, Cisco, Expert 25 Current Kronos, CMS, PeopleSoft Share, Impact

360, RTA

Dialer Operations (i.e. Aspect, Cisco, ACD)

Geocall

ShoreTel Intermediate 4yrs Current

Brightree CRM. Intermediate 2yrs. Current

RingCentral. Intermediate. 2yrs. Current

Productivity

Improvement

Strong Public

Interfacing

Quality

Control/Monitoring &

Auditing

Strong Client

Interfacing/Client Liaison

Technical Support

Team Building and

Leadership

Turn around and High-

Growth Initiatives

Database Administration

Adult Learning

Computer Literate

Collaborative Team

Approach

Experience

Inbound Manager HMEspecialits. 3/21 to 11/23

● Responsible for recruiting, interviewing and sending offer to HR to staff a team of 28

● Reported to Executive Director to create and enhance an inbound team that handled 30 to 35 thousand incoming calls for the entire organization.

● Coached and developed three leaders to positively impact the department's associates to excel within their role.

● Sourced, and presented an Answering service to handle after hours emergency calls for the Company.

● Oversaw payroll, corrective actions and wrote Annual Review.

● Presented the departments metrics in our monthly Leadership meeting

● Coched, motivated and established gamification to positively impact department needs

● Represented the Inbound department and their needs to the VP of Operations monthly

● Established a collaborative platform with peers in different departments

● Able to adapt and learn quickly with little Supervision in a new environment

● Established wait times from an hour to 5 mins while not jeopardizing the patient experience

● Responsible for the day to day operation while offering ideas and suggestions to move forward in a positive manner for the patients

● Able to de-escalate angry or complex issues in a positive win win outcome for all

● Customer focused at all times,both internal and external

● Able to multitask and meet all deadlines ahead of schedule

● Very forward focused while also stopping to recognize what worked, what roadblocks were encountered so we learn from our mistakes

● Inspected what was expected to insure quality in what we did Customer Success Manager 09/18 to Present

UnityBPO

● Service Desk Manager responsible for managing day to day operations of multiple contracts. Responsible for the development of IT analysts to include Tier II’s

● Purposefully participates in creating a culture of professionalism, customer service excellence and the growth and development of the staff.

● Standardization of operations and projects.

● Staffing; carefully reviews resumes and thoroughly interviews and selects candidates, prioritizing qualified candidates and professionalism

● Training, coaching, and developing Supervisors, Leads and Service Analysts.

● Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.

● Leads team meetings, communicates business updates, sets expectations, and intentionally seeks to understand their team’s experience and the issues they are facing.

● Collaborates with their peers and other management team members in identifying trends and establishes service center goals.

● Regularly monitors employee’s metrics and provides improvement guidance and if necessary, corrective action.

● Prepares and analyzes data reports to improve processes

● Ensures resources are properly allocated and maximizes efficiency.

● Initiates projects to support employees, other managers, and service center operations.

● Develops and implements a comprehensive onboarding program in concert with the Training and HR teams

● Effectively uses gamification to engage and motivate employees Call Center Manager 07/2015 to Current

NM811 Albuquerque, NM

● Develops and implements policies.

● Oversees customer satisfaction levels.

● Monitors CSR calls and the ticket quality process.

● Documents and resolves customer complaints.

● Provides monthly operations reports.

● Makes necessary changes in staff schedules based on high volumes in the queue

● Establishes, tracks, and monitors the organization’s KPIs

● Responsible for employee’s training and development.

● Partners with the management team to align customer service department policies and systems with the company’s objectives.

● Oversees customer issues and ensures effective and long-term problem resolution.

● Develops and implements procedures pertinent to the effective and efficient operations of the Customer Service Department.

● Partners with the management team to align customer service department policies and systems with the company’s objectives.

● Oversees customer issues and ensures effective and long-term problem resolution.

● Develops and implements procedures pertinent to the effective and efficient operations of the Customer Service Department

● Monitors programs and procedures to ensure on-time delivery and customer satisfaction.

● Maintains in-depth working knowledge of NM-811 systems and processes.

● Sets performance standards to meet service goals of company.

● Coaches Customer Service Team in order to achieve high performance.

● Monitors programs and procedures to ensure on-time delivery and customer satisfaction.

● Maintains in-depth working knowledge of NM-811 systems and processes.

● Sets performance standards to meet service goals of company.

● Coaches Customer Service Team in order to achieve high performance

● Measures Customer Service Representatives performance and makes employment decisions.

● Provides feedback to the company regarding service failures or customer concerns. Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.

● Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.

● Assists Customer Service Representatives, Reps/Dealers/Sales in troubleshooting tickets that require special handling.

● Responds to customer inquiries and problem solving in a professional and effective fashion.

● Acts as a resource in resolving customer issues brought to the Department by utilizing excellent NM-811 process knowledge and strong skills in negotiating and selling.

● Performs other related duties as assigned.

● Certified to teach New Mexico Excavation Law

Client Program Manager 12/14 to 06/15

Adecco Staffing Agency Albuquerque, NM

● Building relationships with hiring managers, gaining knowledge of their areas of responsibilities and staffing needs; acting as a subject matter expert to deliver the best possible service.

● Identifying qualified temporary employees through sourcing, recruiting and interviewing to create a candidate pipeline to meet current and future client demand.

● Providing leadership and training to ensure on-site Adecco team members exceed client expectations and experience individual career growth.

● Ensuring full compliance of all Adecco policies and procedures are consistently executed.

● Collaborating with the Branch Managers and Staffing leadership team to better understand client’s needs, maximize level of service, encourage relationship building and provide cost effective service solutions to customer needs.

● Analyzing program delivery strategies to ensure Adecco’s financial goals for the program are met or exceeded

Coach/Call Center Supervisor 02/2007 to 07/2014

T-Mobile USA Albuquerque, NM

● Responsible for effectively supervising and mentoring a staff that provides cellular sales, technical services to a National customer base.

● Providing day to day management to include conducting employee evaluations, providing career development, handling personnel actions to include but not limited to hiring, coaching, maintaining adequate staffing and correcting employee conduct.

● Working cohesively with co-management within the Call Center ensuring consistent, fair, and clear guidance is provided to team members while fulfilling the mission of the operation.

● Being fully involved and aware of the workplace environment ensuring a professional, and safe productive work environment exists.

● Coordinating with the Quality Control department to ensure calls and accounts are handled appropriately while providing quality customer service and achieving the company’s national core measures.

● Being fully aware of staffing issues that exist and handling issues in a productive and effective manner.

● Managing staff and business processes in an efficient manner while ensuring consistent services to customers and business is provided.

● Analyzing, planning and coordinating with co-management regarding staffing, training and job development needs.

● Establishing standards and operation procedures with the management team to operate an effective customer service operation.

● Regulated protection of privacy and personal information to the public per the US Privacy Act. Telemarketing Manager 06/05 to 2/07

Relios, Inc. Albuquerque, NM

● Responsible for effectively managing business to business sales operation.

● Supervised and mentored staff to generate business leads via telephone, or person to person.

● Managed, audited, and provided on-going service support to businesses and their portfolios, totaling over two million dollars.

● Provided the highest standard of considerate, thoughtful, and quality service to the public.

● Regulated protection of privacy and personal information to the public per the US Privacy Act. Department Supervisor 06/03 to 06/05

Home Depot Albuquerque, NM

● Supervised daily activities including but not limited to inventory, stock replenishment, and store cleanliness.

● Managed a team of professional sales representative to achieve company quota expectations by decisions and actions based on professional sales methods, business principles, and practical experience.

● Managed operational plans and activities that resulted in accomplishing business strategies.

● Contributed to decisions regarding organizational needs and/or new sales programs and initiatives that had significant impact on the business operations

● Managed hiring and termination efforts to support staffing needs Licensed Insurance Agent 05/1991 to 01/2003

MCI Worldcom Albuquerque, NM

● Responsible for effectively supervising and mentoring a staff of approximately 40-120 telemarketing specialists.

● Facilitated training to specialists on sales techniques, product focus, promotions, add-on services, and high-quality standards.

● Executed management of multiple high campaigns at once.

● Ensured performance planning, coaching, development and evaluation reviews occurred per operational process policies and procedures.

● Collaborated with Quality Control to ensure policies and procedures were being followed while communicating with customers and conducting random account audits to deter fraudulent activity within sales/commission environment.

● Measured and monitored key performance indicators. Audited results reflecting attempted/completed calls, close rates, quality, work hours, SPH (Sales Per Hour), TT (Talk Time), and LPH (Lines Per Hour).

● Audited commissions/sales bonus budget and coordinated incentives to drive and motivate performance while meeting budgetary guidelines.

● Led sales team to consistently exceed goals.

● Prepared sales reports and facilitated quarterly business reviews providing input related to sales results and direction to higher level management.

● Contributed to recruitment efforts, staffing, and scheduling needs to meet service targets.

● Troubleshooting: addressed customer issues and handled other public relations situations.

● Regulated protection of privacy per federal guidelines regarding the Do Not Call List. Accomplishments

● Stood up a Patient Support Team for UnityBPO within 3 weeks

● Started Gamification for Day Shift gave away iPad and helped change atmosphere

● Created Patient Support PowerPoint Training to train basics

● Able to Train foundation and place on phones within 4 days

● Delivered unprecedented numbers for Patient Teams Ring Times, Avg Wrap, and Talk Times

● Instituted Agent Daily Reporting across the floor to drive production forward

● Able to meet or exceed performance goals both Patient, Clinical and AHS

● Established rapport with Agents across all floors as a “Go To Person” for help

● Joined Tyger Team to assess Recruiting and Attrition Goals

● Hired first new hires from Street to Seat for AHS

● Formalized Training process for AHS UnityBPO

● Managed upwards of 120 plus employees to achieve unprecedented achievements.

● Recipient of Circle of Excellence numerous times.

● Proven Track Record in Sales.

● Well versed in Human Resources policies and procedures

● Excelled very rapidly and able to promote to next level quickly

● Self-starter that works independently or within a team atmosphere.

● Myers Briggs Certified

● Loves a challenge and is very competitive.

● Thrives in a continuous learning environment

● Customer service focused at all levels.

Education

High School Diploma: Required Courses

1984

Manzano High School Albuquerque, NM

References

Professional References:

The Tot Shop

Masheka Christiansen

Owner/Operator

505-***-****

Floor Doctor

Doreen Greshaw

Owner/Operator

901-***-****

American Insurance

Monica Hoskins-Vann

Branch Manager

330-***-****

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