Experienced Customer Service Professional
Resume:
Patricia M. Curtis
*** ******* ******, ******, ** 18642 570-***-**** ************@***.***
Director of Operations
Contact Center Excellence, Leadership Development & Client Relationships
Twenty-eight years’ professional experience driving strategic growth, exceeding goals, driving quality, and operational profitability within the contact center space. I am a highly passionate individual experienced at exceeding goals and delivering results. I have extensive experience in contact center operations, employee development, reporting and analysis and client relationships.
Demonstrated successes:
Operational Performance: Managing critical SLs to ensure client goal achievement and attaining financial company goals.
Analytics and Reporting: Providing analysis for internal and external clients at the VP and C levels. Provided daily, weekly reporting for all operational and financial goals for internal partners.
Client Management: Exceeding client expectations and delivering solid performance metrics for outsourced contact center operations.
Quality Standards: Development of internal/vendor Quality programs to measure performance.
Financial Skills: Management of operational and site P&L’s, budget development and identification of opportunities for improvement.
Leadership Development: Responsible for development of Program Managers, Supervisors, and 300+ agents.
Motivating Staff: Emotional Intelligence used to achieve peak performance levels and exceed industry best practices.
Forecasting and Workforce Management: Annual/monthly/weekly/daily staffing needs and call arrival patterns analysis.
Vendor Management: Oversight of vendors providing services to client contacts.
CORE COMPETENCIES
Results Driven Leadership Development Account Management
Analytical Skills (Speech & Data) Competitive/Strategic Planning Budgeting/ Forecasting
Senior level Reporting Emotional Intelligence Client Collaboration
& Presentation Skills
HIGHLIGHTED CAREER ACHIEVEMENTS
Maximize Operational Efficiencies – Implemented cost cutting initiatives to assist clients in achieving budget and operational goals, while maintaining, or increasing profit margins.
Account Implementation – Managed the implementation of new accounts and acquisitions throughout my career.
Client Management – Built strong rapport and collaborative partnerships with Senior level leadership of multiple clients. Worked collaboratively and facilitated daily/weekly client meetings.
Forecasting – Successful in creating and proving labor and workload forecasts to staff a 15,000,000 contact per year contact center.
Effective People Management – Achieved lowest attrition rates in the company for my portfolio. Successfully developed leadership training to ensure portfolio talent.
PROFESSIONAL EXPERIENCE
TMG Health, A Cognizant Company April 2019 – April 2020
Director Call Center of Operations
Direct oversight of contact center operations for multiple health plans/locations/remote agents.
Oversight of outsourced vendor performance.
Client contact for operational escalations.
Development of management staff.
Achievement of internal and client financial and operational daily/weekly/monthly goals.
Continual analysis of operational performance and customer feedback.
Develop and maintain operational processes that support innovation, drive cost effectiveness, and meet or exceed client expectations.
TMG Health September 2011 – March 2019
Senior Manager, Quality & Process Improvement Manager
Manage team of 50+ quality analysts to measure and drive quality standards for outsourced Medicare and Medicaid healthcare plans.
1,000+ contact center agents across US, India, and the Philippines.
Worked collaboratively with vendors servicing client, ie: e-commerce, brand services, plant operations.
Development of internal and client calibration quality monitoring processes.
Work collaboratively with client contacts to calibrate processes and performance expectations.
Oversight of complaint resolution.
Development and measurement of operational processes and agent performance metrics to enhance caller experiences.
Development of ongoing training modules to improve agent skills.
Telerx Marketing, Inc. June 1999 – May 2011
Director of Operations
Overall accountability for $18 million-dollar Operational Budget.
Accountability for multiple teams, across North America.
Development of 15 leadership roles and 200+ agents.
Consistently exceeded Operational goals including attrition, labor margins and customer and client satisfaction ratings.
Accountable for client contact analysis and strategy reporting.
Responsible for development and implementation of Social Media strategy.
ISO Certification Requirements.
Facilitation of client meetings and presentations.
Provide ongoing feedback and analysis on consumer trends and services.
Ring Medical Communications:
General Manager March 1992 - May 1999
Responsible for all aspects of a 24/7/365 Medical Contact Center.
Participated in client presentations and trade shows.
Managed acquisition of 2,500+ accounts.
Responsible for hiring, training and ongoing development of contact center agents in multiple sites.
Demonstrated effectiveness during critical situations.
Excellent communication skills.
Worked closely with sales team to implement new accounts flawlessly.
Built strong rapport with clients by site visits and providing high quality service to meet the
expectations their practices and patients require.
EDUCATION
Wilkes University 1988 – 1990
Business Administration
Seton Catholic High School 1984 - 1988
Academic Studies
INDUSTRY AFFILIATIONS
SOCAP – Society of Consumer Affair Professionals
SWPP – Society for Workforce Planning Professionals
QATC – Quality and Training Connections
PROFESSIONAL REFERENCES
Personal and professional references available upon request.
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