Marlowe Simms

Los Angeles CA adunog@r.postjobfree.com 757-***-****

Summary of Qualifications

Proactive manager with results-oriented mindset and ability to thrive in dynamic, fast-paced environments. Exceptional initiative, leadership, and project management skills aimed at efficiency and value creation. Effective communicator and multi-tasker with strong attention to detail, adaptability and relentless perseverance.

Areas of Expertise

●Communications

●People Management

●Project Management

●Relationship Management

(Cross-Functional/Level)

●Strategic and Tactical Planning

●Change Management

●Organizational Sustainability

Business Process Optimization

Experience

Operations Manager

Wipro Unlimited at Meta, LLC, Menlo Park, CA, September 2021 – Present

●Managed a team of 120 employees that handle electronic inquiries about their Facebook and/or Instagram accounts online ticketing system

●Oversee the operations on various teams such as the following: Hacked accounts, Blue check verification, Monetization, and Media Integrity, Human Resources, Talent Acquisition, Finance and Payroll

●Manage contractual SLAs and compliance

●Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.

●Establish a high standard for productivity, quality, customer service as well as define user guidelines.

●Develop company systems for customer interaction and electronic ticketing response and control the implementation process.

●Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.

●Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.

●Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.

●Summarize, collect and analyze call center trends and data for regular performance reports.

●Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.

●Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.

Project Manager

ICF International, Inc, Owings Mills, MD, July 2019 – September 2021

●Managed 250+ associate center servicing 500k+ Maryland and Virginia Department of Human Services clients with high complexity programs and projects with a broad scope of deliverables, systems, and functions

●Triaged an underperforming servicing center by creating a learning and supportive culture that reduced turnover (30% to 10%) within four months by:

oestablishing metrics and rewarding excellent performance through incentive programs,

opromoting those who practiced the new behavior to leadership/managerial positions,

oestablishing weekly communication meetings and created a quality mindset through a new QA department that monitored four calls per week per representative

●Dramatic improvements were delivered because of the above changes: average speed of answer (30 sec to 10 sec); abandonment rate (7% to 5%); QA score (85% to 90%)

●Represents the organization to governmental agencies, funding agencies and national organizations

Operations Manager

Total Health Care, Inc, Baltimore, MD, May 2017 – June 2019

●Led all real estate, technology, telephony, staffing, processes and procedure creations

●In-sourced client advocacy to save ~ $2.4m per year by hiring and training 25+ associates within one month of being hired. Approximately 2500 calls were handled per day. Improved Average Handle Time (AHT) from a goal of 10 minutes to seven minutes.

●Consistently stayed within budget of ~$100k per month and create and managed other processes not usually associate with a call center such as payroll processing.

INTERNET SALES Manager

Volvo Cars Annapolis, Annapolis, MD, June 2015 – May 2017

●Created a sales and customer service call center of 25+ representatives to help business adapt to the new digital sales and servicing environment

●Created call center within two months of hire. Maintained a 15% conversion rate from leads to appointments using a consultative sales approach.

●Consistently maintained robust closing rate of 78% for final sale of vehicle.

●Closed double digit sales units, on target for closing 10+ sales units for the year

SENIOR PROJECT MANAGER

Maximus Inc, Washington, DC, October 2006 – March 2015

●Managed a team of 300+ center associates and led staffing, payroll, sales, policy & procedures.

●Reviewed all existing contracts and vendor relationships, reducing associated costs and spending by over 30 percent on a $10M government contract.

●Presented P&L financial results to Maximus management and clients quarterly including steps to ensure that profitability met or exceeded 25%.

●Maintained a contract performance score of 98% on all contract measures while maintaining a client satisfaction rating of 95% throughout the contract.

●Led project teams for marketing, facilities improvement, construction, renovation, technical implementations and other deadline-oriented projects. Managed all requests for proposals and bidding processes.

●Ensured compliance to OSHA, CLIA, COLA, HIPAA and other healthcare environment, operations and occupational regulations.

●Led innovative technology team for redevelopment of healthcare system websites and online care portals, then ensuring 100 percent internal user adoption at implementation.

●Ensured concise communications of all project specifics to associated and responsible personnel with accountability assignments to appropriate units.

●Attended and led appropriate meetings for each project and as part of operational reporting to the executive team.

●Awarded, managed and negotiated all new contracts for suppliers and vendors.

Other Experience

Operations Manager SF&C Insurance (Insurance Brokerage), Towson, MD, March 2003 – October 2006

Regional Branch Manager QC Financial (Retail Loans), Norfolk, VA, June 2000 – March 2003

Manager Espire Communications (Long Distance Carrier), Laurel, MD, April 1996 – May 2000

Supervisor Genus Credit Management (Debt Consolidation), Columbia, MD, March 1993 – April 1996

Supervisor International Telecom Services (Long Distance Carrier), Baltimore, MD, June 1990 – March 1993

Education

Morgan State University B.A. Business Administration, Baltimore, MD, 1987 – 1989

Point Loma Nazarene University B.A. Business Administration, San Diego, CA, 1986

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