Call Center Operations Manager
Resume:
Rosa Kulic
Red Oak, TX *****
*********@*****.***
Authorized to work in the US for any employer.
Work Experience
Telvista – Texas
Call Center Operations manager
•Overseeing and leading the call center and operations team in addition to developing operational procedures and risk management.
•Partnering with Recruiting on a consistent basis to ensure the right candidates are being selected this has improved our agent selection and retention by 30%
•Slashed training cost by over 30% by restructuring Training attendance Guidelines for new agents, the outcome helped and improved transition to production attendance by over 50% right after graduation.
•Client management and strong relationship building allowing better communication, building trust and a better understanding of the clients need, communications have improved significantly by 50%
•Identified opportunities for improvement that impacted the call center revenue, through intensive investigation, meetings and negotiation with the client a decision was agreed on metrics revenue that brough in profits to Telvista.
•Developed different tools to track leadership and agent performance including quality making it easier to find behaviors for supervisors to capture and coach, this cut down research time by over 70% for these leaders giving them time back to focus on developing their teams.
•People management including performance appraisal review, training, development,
and compensation management.
•Improved culture by 100% having a suggestions box and making it a fun place to work having activities throughout the month.
•Coached and developed leader and provided ongoing mentorship, these leaders showed improvement of over 50% in metrics across the board within a three-month span.
•Developed structure and a coaching methodology for the sups that helped them get to the true root cause of the agents impacting behavior to improve performance and drive results within their teams by over 40%
•Managing experience with home cable and internet service for business, government and consumer with over 150 employees, including onsite and remotely in a 24/7 call center environment.
Fios, VZ Expert Call Center Manager Work at Home
Asurion - Orlando, FL
12/2016 to 11/2021
•Trained and developed leaders in sales improving by over 40%, provided ongoing mentor ship while helping them to create a smooth organizational system to track their teams and focused on coaching to behaviors.
•Increased sales participation from 10% to 100% in one month
•Slashed attendance from 27% down to 5%
•Managed up to 10 sups on a rational basis to help them drive performance.
•Increased Customer Survey satisfaction scores from a low 4.30 to 4.88, a perfect score is 5.
•Increased Resolution Rate from 54% to 85% by holding boot camps and workshops to help drive performance at site level.
•Maintained 0% attrition for the last quarter.
•Drove performance by using Power bi tool to make informed decisions and strategies on action steps.
•Awards winner for 1st place in sales and the Customer Experience
•Managed wireless and cable with different Vendors training and developing leaders on driving metrics.
•President of Win, Opened WIN- woman initiative network Chapter in Orlando FL that was focused on woman empowerment. Recruited and influenced leadership to donate their time to make the ERG work, held meetings, workshops and presentations across all sites and leadership levels.
Sunglass Hut
Operations Manager
04/2016 to 12/2016
•
•Analyzing and Providing KPI reports
•Identified business risks and opportunities by auditing and taking quick actions when needed.
•Managed stores and their performances by utilizing CRM tools and developing actions plans to drive result and making it a fun atmosphere for them.
•Managed sales managers and design managers
•Consistently passed store audits by Prepared stores and doing dry runs.
•Consistently measured and evaluated departmental goals and created actions plans to target areas for improvement.
•Exceed sales goal monthly by over 135% by developing the sales mangers
•Increased Sun-Perk Capture from 25% to 97% in 3 months by ensuring the stores were being consistent and holding them accountable to performance measures.
•Ensured policies were adhered and understood by both management and Staff.
Returned to school full time and focused on family
4/2012 to 4/2016
AT&T- Miami, Fl
Regional Manager
11/2009 to 4/2012
•Exceeded regional sales goal by over 135% month over month by visiting each location and doing boot camps along with side-by-side ride along.
•Traveled 90% of the time to cover territory/Remote work location.
•Managed 15 locations with 10 first line managers in each location holding them accountable to drive performance and sales.
•Executed development plan for first line underperforming managers these leaders improved their performance by 80%.
•Grew annual regional revenue by over 140%
•Expanded company branding by generating sales leads through private events, flyer, community events, and chamber of commerce to increase revenue.
•Generated leads for new client attainment by making connections, visiting prospects and creating interest for the product during advertising events.
•Created PowerPoint presentations to clients and upper leadership and created influence on topics to get the buy in of leadership and drive result.
AT&T Advertising and management - Fort Lauderdale, FL
04/2005 to 02/2007
Advertising Manger
•Exceed sales quota by over 400% yearly.
•Managed, coached and developed a sales force team
•Retained, maintained and upsold current business advertisers.
•Cold called to generate new customers.
•Created ad designs, logs, and wording for our clients, these clients would renew the following year due to the ROI that the advertising campaign brought in for them.
•Trained new hires and marketing consultants and saved accounts that wanted to cancel by restructuring their ad campaign and making changes to their customer base in order to maximize ROI.
•Traveled 80% of the time to cover territory during different campaigns.
•Tailored unique advertising packages based on the client's business need to maximize their ROI.
Education
B.S. in Business Marketing and International Business
Florida Atlantic University - Davie, FL
01/2021
Skills
Management
Marketing
Leadership
Telemarketing
Recruiting
Upselling
Performance management
Human Resources
Social Media Management
Search Engine Optimization
Call Center Management
Interviewing
Strategic Planning
Business Development
Project Management
Customer Service
Negotiation
Process Improvement
Marketing Leadership
Change management
Google Analytics
Store management
Account Management
Operations Management
Quality assurance
Problem Solving and time management
Coaching and development
Communication skills
CRM software
Operational risk management
Risk management
Power Bi
Microsoft office
Languages
Spanish-Fluent
English-Fluent
Certifications
Operations Management
Business management
Accounting
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