Operations Manager Contact Center

TONIA GRIGAS

*** ****** **., **********, ** *****

570-***-****

***********@*****.***

Professional Summary

Outgoing, friendly and people oriented with a proven ability to communicate well with diverse groups and individuals. Organized and efficient with the ability to manage multiple tasks in a fast-paced environment. Proven leadership in staff development & building strong relationships with team members, customers and cross departmental staff

Skills

• Build successful teams • Leadership

• Adaptable • Hiring and training

• Reporting analysis • Collaborate cross-functionally

• Develop employee knowledge • Oversee operations

• Strong interpersonal skills • Computer skills

Experience

Senior Manager Career Contact Center May 2014 Apr 2022 Empire Beauty School Pottsville, PA

• Responsible for managing the daily operations of the contact center, meeting company objectives to provide high level of quality service as well as required KPI metrics.

• Improved employee skills and increased team value with new training opportunities and empowering leadership.

Purchasing Analyst Feb 2013 May 2014

Weir Minerals Hazleton, PA

• Compiled data created spread sheets & charts for analysis on company spend.

• Create & maintain company SOP's

Workforce Analyst Oct 2011 Feb 2013

Hudson's Bay Wilkes-Barre, PA

• Developed forecasting to determine staffing requirements & strategic plans for all areas, managed call volume in real time.

Operations Manager Feb 1997 Dec 2009

Hilton Reservations Worldwide Hazleton, PA

• Monitored processes, identified gaps and resolved operational issues to correct organizational deficiencies.

• Reviewed metrics and presented data-driven recommendations to senior leadership.

• Provided daily direction for operations staff based on current priorities. Education

Associate Degree: Electronic Health Record Management Oct 2011 McCann School of Business & Technology Pottsville, PA

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