Customer Support Operations Manager

Profile:

Self-motivated operational leader with assertive client relationship skills and a can do attitude. Eight years combined experience in the BPO space providing support to fortune 500 clients in technology, as well as service and customer support. Performance driven with realized results across operational and financial metrics. Adaptable to working in fast paced, ever changing environments.

Experience

Date of Employment : 10/1/2016-Present

Employer: Asurion

Location: Phoenix, AZ

Supervisor of Operations (Sprint)

Job Description

Managed business to business account, focused on client relationships, as well as shared service functions (e.g. Training, WFM, QA, administration etc.)

Responsibilities include management of non-exempt personnel, recruiting, staffing and training

Developed and inspected weekly and monthly action plans

Developed and delivered annual performance reviews

Attended and presented monthly and quarterly business reviews

Maintained the quality of all operational customer communications, productivity standards, scheduling, handling customer escalations, managing special assigned projects such as Day One Coach, Pilot Chat team

Directed a team of 15 tech experts and oversaw 150 indirect reports

Accomplishments

Completed White Level leadership development certification within six months

Maintained a top 5% team month over month. Achieved first place across the Enterprise for September

Successfully completed two pilot programs

Was nominated by Senior Director, Director and all of leadership for the “Coach of the year” award

Experience

Date of Employment: 04/2015-10/2016

Employer: Concentrix

Location: Tempe, Arizona

Supervisor of Operations

Job description

Established and implemented short and long range organizational goals, objectives, policies and operating procedures

Provided strategic advice and recommendations to leadership in the development, implementation, and evaluation of new or modified operating policies, practices and procedures within the specified area of focus

Designed, coordinated and implemented training programs for front line employees

Salefsorce proficient

B2B Sales

Trained and developed a team of up to 40agents in order to achieve professional and personal goals

Payroll

Weekly and monthly business reviews

Accomplishments

Identified opportunities, created action plan and developed agents

oThis resulted in an increase in QA from a 71% to 91% in a 30-day timeframe

Played a role in identifying gaps in recruiting and assisted in hiring process

oResulted in building a team from eight to 40 direct reports

oAchieved highest revenue for the month in history NetworkFleet Program

oPlayed a key role in recruiting, training and developing a new program from start to ramp up

Experience

Date of Employment : 01/2014-04/2015

Employer: Alliance Residential

Location: Phoenix, AZ

Accomplishments

Raised occupancy from 68% to 93% within the first quarter

Managed and trained a leasing and maintenance staff to achieve a top ranking property within the organization

Date of Employment: 10/201*-**-****

Employer: Nordstrom/Chanel

Location: Phoenix, AZ

Business Manager

Job Description

Oversee sales forecasting, goal setting and performance reporting

Execute and manage in-store events

Plan and prepare work schedules

Analyze weekly and monthly sales reports.

Manage a team of Beauty experts with a goal of achieving and exceeding sales goals

Support team with training and monthly business and performance reviews

Accomplishments

Attained top 5% sales team for the year

Date of Employment: 10/1999-08/2003

Employer: Insight Enterprises

Location: Phoenix, AZ

Account Executive

Job Description

Contact 40-50 new and existing customers per day to discuss new products and services

Emphasize product features based on analyses of customers’ needs on technical knowledge of product capabilities and limitations

Quotes process, credit terms, and other bid specifications

Prepare sales presentations or proposals to explain product specifications or applications

Attend sales and trade meetings, and read publications in order to obtain information about market conditions, business trends, and industry developments

Support team with training and monthly business and performance reviews

References

Name: Joshua Motley

Title: Operations Manager

Employer: Asurion

Relationship: Manager

Name: Manuel Rojas

Phone Number: 480-***-****

Title: Supervisor of Operations

Employer: Asurion

Relationship: Peer

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