Kevin Adrian

Pittsburgh, PA 785-***-**** adiw71@r.postjobfree.com https://www.linkedin.com/in/kevin-adrian-31244937

OPERATIONS MANAGER

Specialized in: Team Leadership and Development, Adaptability, Critical Thinking, and Training

A dedicated and accomplished professional with expertise in contact center operations, team leadership, training delivery, and performance improvement. Well-versed in business growth and improvement, process design, and goal achievement. Able to develop and mentor team members into high-performing leaders through coaching, leadership, training, and developmental initiatives. Proven skills in communications, problem resolution, personnel management, and interpersonal relations. Fluent in English and German.

Technical Proficiencies: SharePoint, ServiceNow, Oracle, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), OneNote, and CMS.

Operations Management Mentoring/Coaching Key Performance Indicators Customer Service Process Management

Cost Savings Engagement Performance Management Employee Transformation Inspiring Leader Output Growth

Professional Experience

Alorica KS / PA May 2015 – Present

Operations Manager - May 2015 – May 2019

Lead daily operations, teams, performance management, and customer service initiatives. Enhance performance through training and development, interview new candidates, and complete new hire orientation/training. Avoid contract penalties by achieving monthly KPIs month-over-month. Develop and mentor two agents into team managers and one agent into a trainer. Supervise and guide 35 technical support professionals in managing New York Life account.

Exceeded CSAT rating of 90% at 96.5% through customer service, team leadership, and coaching.

Transformed up to 140 agents overseeing HMH Publishing from scoring in last place to first place within 2-months.

Saved $120K and decreased attrition by 87% through agent bonus metrics and incentives.

Surpassed KPI expectations by 9 to 11% monthly.

Team Manager - May 2015 - May 2017

Delivered one-on-one weekly coaching sessions to develop and mentor employees and skillsets. Analyzed performance to identify outliers; developed performance plans and initiatives to improve outliers and achieve compliance standards.

Secured a Top 5 Fortune 500 contract and prepared for project; completed project within 2-weeks for initial 200 employees.

Exceeded above goal scores for 7 consecutive months through leadership, coaching, and performance management.

Developed and guided 3 advisors into Team Managers and 2 advisors into Trainers.

Sabbatical - Self Study Remote January 2011 - March 2015

Took time from working to complete education and care for ailing parents.

CCR2 - N.E.W. Remote August 2009 - December 2010

Defined and managed weekly goals and key performance indicators through training, development, and customer service. Analyzed bills and invoices to communicate with customers regarding charges and disputes; investigated and resolved issues. Troubleshot customer issues to reduce service calls while increasing revenue.

Generated significant revenue increases by selling protection plans to new and existing customers.

Senior Team Manager - Alorica KS / IN October 2007 - July 2009

Directed and trained up to 75 managers and 4 team managers in daily operations, projects, and functions. Mentored and guided leadership professionals in increasing output, improving performance, and streamlining operations. Terminated and disciplined employees when necessary.

Built a Manager Development Package to assist new leaders in processes, skills, and developmental planning.

Grew team scores by 20%, manager output by 10%, and performance by 12%.

Oversaw a team of employees with outlier performance scores and developed to optimal performance levels.

Served 4-years in the US Army as a Hawk Missile Crew Member. Additional experience in Quality Assurance, Team Leadership, and Center Management.

Education, Professional Development & Affiliations

Associate of Science in Computer Networking and Science, 2015 – Allen County Community College Received Presidential Scholarship Courses: CCENT, A+. Linux, Microsoft Office Programs

Professional Development – Certificate in Cisco Network Academy CCNA Network Basics, Small Business and Home Certificate of Cisco Network Academy CCNA Routing and Switching Certification of Completion for Linux through Cisco CCENT Desktop Support

Affiliations – Phi Theta Kappa Honor Society LinkedIn Mentor, VoTech and College Students

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