Operations Sales Manager

Professional Summary

A visionary leader with over 6 years of experience delivering executive support and team leadership to business operations. Leading teams across LATAM, the Caribbean, US & Canada, with annual revenues up to $25Mil USD. Dependable and meticulous to manage multiple tasks and priorities. Broad experience includes office management, sales & revenue management, capacity planning, vendor negotiations and contract management. Recognized for exemplary customer service, employee experience and retention. Experience

Operations Project Manager Nov 2023 – Present

Ingenuity Technology Limited

• Document project procedures, data findings for use in future project scope and planning.

• Facilitate risk assessments and contingency plans, prior to project rollouts.

• Create reports based on project needs and deliverables, tracking benchmarks, and making recommendations where required.

• Serve as the first point of contact for clients and strategy overview.

• Develop relations with potential clients to discuss needs and communicate service offerings. Head of Operations Nov 2021 – July 2023

Itel International

• Lead a team of 3 senior operations managers and oversaw the successful execution of 5 projects across various domains and industries.

• Designed the SOP's that governed the cadence of performance reviews and management.

• Highlight areas of opportunities and implementing actions that revolutionized how the operations were managed.

• Crafted innovative ideas, including piloting teams that would engage a subset of the client’s business to improve KPI performance and staff morale.

• Implemented key actions to ensure budget compliance 100% of the time.

• Conducted post-project reviews and lessons learned sessions, identifying areas of improvement, and implementing corrective actions for future projects.

Head of Department Jan 2020 – Oct 2021

Itel International

• Lead a standard team of 5 Supervisors – 60 FTE in non-peak season and 300 or more FTE in busy season across a 24/7 hoop.

• Launched an additional two lines of business – taking the BU's total to 4.

• Successfully piloted ITEL's first wave of WAH transitions and have excelled in a WAH environment for 2 plus years.

• Implemented incentive & engagement activities that positively impacted the team's overall performance and promoted a competitive environment.

• Lowered the BU's average attrition rates from 10% to less than 2% with effective leadership strategies.

• Slashed the absenteeism rate by 50% down to an average of 7% monthly within the first 4 months of hire.

• Consistently implementing strategies to meet/exceed client KPIs. With the strategies deployed the team saw all metrics increase from 60% to 100% attainment.

Rudolph McNeil

Kingston 876-***-**** **************@*****.*** linkedin.com/in/rudolphmcneil

• Liaison with those involved with client programs, Training, Recruiting, Client Services, Human Resources, and Information Technology.

Site Operations Manager Jul 2018 – Nov 2019

Fusion BPO Services

• Lead a team of 8 Supervisors and 130 representatives, to achieve consistent monthly performances, won the client's confidence and doubled staffing count (20 Supervisors/300 representatives) across 5 months. Result being an increase in the team’s steady state, becoming 600 FTE plus after 1 year, across 3 LOBs.

• Managed a team of 4 senior operations managers and oversaw the successful execution of 8+ projects across various industries.

• Instituted a career development process that promoted deserving employees during periods of rapid growth.

• Developed and implemented a training/ mentorship sales program, which increased the daily sales by 5% within the first month and routinely surpassed monthly sales objective, closing at 102% to 110% to goal set by client.

• Managed focus groups to address CSR's issues, implemented retention tactics, reducing annual turnover by 15% and increased employee production by 18%.

• Conceived and implemented activities cross-departmentally, which in turn increased colleague ship, strengthened culture and brought “Fun and Challenge” in office.

• Reduced monthly costs by up to 5% by implementing efficient budgeting and inventory management strategies. Operations Manager Oct 2017 – Jun 2018

Fusion BPO Services

• Developed process efficiencies to improve my team's quality from 75% to 91% within 3 months.

• Met and exceeded all KPI's including Customer Satisfaction, Handle Time (AHT), Quality, Sales etc.

• Transformed 4 agents within the lowest 5% of the department, to be within the top 10%.

• Received recognition as Top Team Manager for 3 consecutive months.

• Piloted a team of 6 agents for new business, in addition to 15 customer service representatives on another line of business.

• Delivering exceptional results, despite having to learn additional processes.

• Maintained attendance sheets and prepared weekly payroll input. Subject Matter Expert Jun 2017 – Aug 2018

Fusion BPO Services

• Utilized Workforce Management tools to ensure schedule adherence.

• Worked tactically with CSR's daily, to achieve daily targets 100% of the time.

• Balanced time to be readily available to answer queries and manage escalated calls to resolve customer issues and ensure customer satisfaction.

• Functioned as a Team Manager in the event there was any absence on a given day or period.

• Awarded for being the most vocal, in addition to being a member of the team that was ranked first for the first 2 months of the campaign's inception.

• Developed the company's first sales acceleration plan. Operations Specialist Jul 2016 – Mar 2017

Sutherland Global Services

• Maintained daily contact with clients to close sales leads, by helping the customer to realize their need for the services.

• Tracked all wireless Sales in the center, from order submission to activation.

• Decreasing the overall cancellation rate from 20% to 8% within a 3-month time span

• Eliminated the need for customer call-backs, by providing service and quality checks based on the survey scores.

• Reduced the outbound call% from above 10% to below 2% thus eliminating any fines or additional administrative costs. Customer Service Representative Jan 2015 – Jun 2016 Sutherland Global Services

• Functioned as the primary contact for clients, responding to a high volume of calls, resolves all issues on a first call basis, providing accurate information on current products and capitalizing on the customers' future needs.

• Generated new businesses by cross selling products proven to be beneficial to the client.

• Top sales producer, consistently increasing revenue month after month. General Office Clerk Apr 2013 – Nov 2014

Costal Gases

• Managed account receivables, generated credit invoices, sales receipts, purchase orders and kept an efficient record of the daily sales and petty cash through QuickBooks.

• Performed clerical duties, such as scheduling appointments, filing, photocopying, and drafting reports with the aid of the Microsoft Office Suite

• Functioned as a liaison and maintained open lines of communication among shareholders, admin staff and senior executives.

• Monitored all deliveries to and from the plant and kept customers updated accordingly. Skills

• Operational leadership

• Data analytics

• Continuous improvements

• Client relationship management

• Project cost reduction strategies

• Contract review and recommendations.

• Excellent communication skills

• Revenue, Profit & Loss Management

• Conflict Resolution

• Performance Management

Education

University Of Southern New Hampshire - Bachelor of Science Business Administration, 2023

University of the People - associate degree

Business Administration, 2022

Certifications

Lean Six Sigma Green Belt, June 2023 the Council for Six Sigma Certification Lean Six Sigma Yellow Belt, June 2022 the Council for Six Sigma Certification Diploma in Hospitality Management, March 2022 Alison

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