Manager Customer Service

Shari C. Wright

**** **. ******, **** **, Houston, TX 77006

Best Contact: 713-***-**** • ************@*****.***

QUALIFICATIONS SUMMARY:

Senior-level Call Center Manager, BA-degreed and Performance Management Certified, leads peak performance teams and optimizes operations with unique diversification of skillsets in quality assurance program development, holistic coaching/training execution and policy/procedural documentation gained in 10 years of combined inbound and outbound experience in B2B and B2C environments. Call Center Manager Certification pending.

VALUE-ADDED ACHIEVEMENTS:

PERFORMANCE MANAGEMENT and TALENT DEVELOPMENT

•Accelerates acceptable customer experience to exceptional, executing strong data analysis to strategically elevate performance through coaching and training for sales teams as small as 10 and service teams as large as 100. A sales success coaching initiative targeting sup-par performers netted a sales conversion rate average increase of 27% within 45 days of inception.

COLLABORATIVE LEADERSHIP

•Marshals deep operational reporting data analysis, examines client feedback and gains C-Level stakeholder insights for quality assurance program development to measure agent performance, ensure service delivery consistency and standardize exceptional customer experience in best practices and procedural documentation.

PROCESS IMPROVEMENT DEVELOPMENT

•Launches strategic solution adopted enterprise-wide, dedicating callback teams to process healthcare enrollments during technical outages. Pilots a supervisory support program to close post training gaps which reduced excessive AHT by 38% within 60 days of inception in a B2C environment.

COMMUNICATION STRENGTHS

•Delivers clear and concise policy and procedural documentation and catapults enterprise critical communication to single point of contact centralization, achieving consistent messaging in escalated operational events.

CALL CENTER LEADERSHIP EXPERIENCE:

Sr. Compliance Quality Assurance Specialist I Beyond Finance I Houston, TX 01/18 - 04/20 Identified and proactively managed regulatory risk to the fintech organization by conducting assessments of combined sales and service client interactions to ensure federal and internal policy and procedures compliance. Leadership obsession for details inspired communications guidelines development for quality assurance reporting and departmental policy and procedural documentation. Influenced hiring recommendations, conducted annual performance reviews and security audits, and completed special legal and compliance projects within deadline.

Brand Specialist I Donovan and Watkins for Goode Company I Houston, TX 10/17 - 12/17 Promoted local retail brand for seasonal bulk order fulfilment in an e-commerce environment, delivering exceptional customer experiences with seamless Web order and Excel spreadsheet entry accuracy.

Chief CX Officer/Quality Assurance Manager I Medology I Houston, TX 04/15 - 04/16 Performed strategic advisory and consulting services to C-Level leadership to align vision of rendering service excellence with an empathetic footprint in the quality assurance program’s development. Deliverables included KPI development/benchmarking with performance assessment reporting tools, customer service best practices documentation, and in-house library and employee commendation program installment. Facilitation of soft skills training and holistic coaching to drive relationship-building mastery elevated productivity. Conducted quality assurance assessments and accurately compiled performance reports monthly.

Call Center Manager I Nobilis Healthcare I Houston, TX 11/14 - 01/15 Accelerated service delivery effectiveness via multiple contact channels with HIPAA-compliant call reference guidelines development in support of quality assurance program launch to ensure procedural excellence in the delivery of medical peace of mind. Initiation of a process improvement to center client interactions around relationship-building as a sales pitch upgrade contributed to marketing campaign success. Corporate merger resulted in abbreviated tenure.

C all Center Manager I General Dynamics IT I Houston, TX 08/13 - 05/14 Led a 10-member supervisory team tasked with ensuring operational excellence in

KPI adherence and CMMS regulatory and company policy compliance for over 100 agents in support of the Affordable Care Act. Championed operational efficiency in partnership with Site Director, Workforce Management HR to initiate a strategic performance improvement process to reduce excessive AHT. Expedited ‘make a difference’ leadership traction by facilitating monthly learning sessions for call center management and formalizing supervisory performance expectations documentation. Enrusted with decision-making in site director’s absence.

Asst. Service Delivery Mgr. I Traver Technologies, Houston, TX 06/11 - 02/13 Customer Service Program Retention Supervisor 05/06 - 06/10 Bridged service delivery gaps in the Assistant Service Delivery Manager role, facilitating training for call center support, business development and quality assurance teams. Coaching for peak performance with scripting and business development tracking tools propelled team to an average sales conversion rate of 70% over 6-month period. Oversaw delivery of the Customer Retention Program as a key component of the business development training platform targeting the global automotive industry. Accountable for ensuring the highest level of statistical accuracy in external client call assessments, initiated quality control measures in the reporting process to ensure a higher level of statistical accuracy.

EDUCATION AND PROFESSIONAL DEVELOPMENT:

BA IN JOURNALISM, DRAKE UNIVERSITY, DES MOINES, IA

EFFECTIVE PUBLIC SPEAKING, RICE UNIVERSITY, HOUSTON, TX

PROFESSIONAL CERTIFICATES FOR MARKETING COMMUNICATIONS and PERFORMANCE MANAGEMENT UNIVERSITY OF HOUSTON - Continuing Education, HOUSTON, TX

CALL CENTER MANAGER CERTIFICATION Pending - Benchmark Portal

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