Call Center Quality Assurance
Resume:
Joe Hilton
Midland, TX *****
Mobile: 432-***-****
E-mail: ***********@*****.***
SKILLS SUMMARY
Operations Management with over 15 years of extensive experience in employee development, metric management, meeting production KPI standards, P&L budgeting, and inventory management. Skilled in leadership of 400 plus employees in a distribution and call center environment. Excellent background in client and vendor relationship building, production, process management, workforce management, quality assurance, and day to day operations.
Maintains staff by orienting, and training employees, developing personal growth opportunities. Maintains workflow by monitoring steps of the company's process. Setting processing variables; observing control points and equipment; implementing cost reductions; Completes production plan by scheduling and assigning employees; accomplishing work results; monitoring progress; resolving problems; and reporting results on the various shifts production summaries.
Maintains a safe work environment by directing employees to the use of all control points, equipment, and resources, maintaining compliance with all established policies and procedures. Develops plans and organizes work in a manner that supports daily standard production rates while maintaining compliance with safety regulatory and quality standards.
EMPLOYMENT
Distribution Operations Manager
TOCE International Manufacturing
13015 West Interstate 20 E.
Odessa, TX 79766
March 2022 – Present
Currently manage all operations of the distribution center, shipping and receiving, inventory control/cycle counts process, forecasting, and SOX compliance.
Responsible for coaching and mentoring, improving and implementing processes to ensure most cost effective and accurate world class service to our clients.
Ensure that our company culture is compliant with all policies, and high safety standards are always met. Most proficient at Metric and KPI reporting and P&L budget management.
Assistant Regional Distribution Center Manager
MRC Global
333 South County Rd West
Odessa, TX 79763
May 2019 – March 2022
Manage the daily operations of receiving, shipping, and inventory control of MRC’s Odessa, TX regional distribution center. Responsible for the development and leadership of 72 associates, process and root cause underwriting, safety training and reporting, production and quality assurance standards, budget, and cost reporting, building strong relations with sales and operations to meet our clients’ needs of world class service in a highly competitive energy industry.
Operations Manager
Family Dollar Distribution
720 East I-20
Odessa, TX 79762
April 2011 – February 2019
Oversaw operations and production by providing leadership and direction for companywide initiatives for process flow, quality assurance, P&L budgeting, employee development, as well as meeting effective volume and performance levels in the distribution center. Maintain strong relations with VP, Managers, and Vendors to agree on overall company strategy and responsibilities.
Call Center Operations Manager
Warren Tech Corp.
2200 TX-21 #100
Bedford, TX 76021
November 2008- April 2010
Managed 275 person call center and ensure most effective business processes.
KPI management, P&L reporting by industry
Client and Vendor relationship building
Metric Management and training calibrations
Define performance objectives and incentive programs setting expectations
Senior Operations Manager
Accelerated Computer Professionals/ACP
14330 Midway Rd Bldg. 1
Dallas, TX 75244
May 2006- October 2008
Managed 750 person call center day to day operations to ensure all company performance requirements were consistently met. Worked with various support department heads (Training, Q/A, Workforce Management, Area Managers, HR, and Finance) to ensure all needs of the call center are met as well as support of other departments as necessary. Held daily operational meetings to go over processes, performance, client escalations, and successes.
Customer Service Manager
First American Home Buyers Protection
4044 Penbrook St
Odessa, TX 79762
March 2004 – April 2006
Managed customer service day to day operations for a 400 seat 24/7 call center. Handled customer escalations, and vendor relations for the site. Coordinated staffing of customer service department in conjunction with workforce management as well as forecasting and scheduling. Implemented methods to help assist front line managers into business leaders and mentors.
REFERENCES
Tony Young
Production Manager
Conoco Phillipps
Billy Jewel
Director
Capstone Logistics
Keith Kirk
Sr. Director of Partnership
Capstone Logistics
EDUCATION
University of Texas of the Permian Basin Odessa, TX
BA/History and Business Management
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