Richard S. Fischman

*** ******* ***. ***** *****, FL 32081 – adxeco@r.postjobfree.com

Profile

Experienced Supervisor of Operations with over 25 years’ experience in all aspects of management, conflict resolution, prioritization and problem solving. Expertise in coaching, mentoring and developing agents as well as members of leadership. Expertise at ensuring KPIs are being achieved with a diverse yet inclusive knowledge of

Call Center Operations.

Professional Experience:

Sagility Heath (Formally Hinduja Global Solutions)

Sr. Supervisor of Operations 08-2022-Present

•Promoted to Senior Call Center Supervisor for BAU LOB after 11 months of service.

•Fill-in and attend meetings representing the Sr. Operations Manager when they are out of the office.

•Assist the Sr. Operations Manager on management related activities such as

management and statistic reporting.

•Provide support to the Sr. Operations Manager in the day to day running of various lines of business

•Educate operations team on company policies and standards.

•Managing project resources (people and material) to ensure deliverables are successfully

completed on schedule.

•Assisting with recruitment of staff and onboarding processes.

•Analyzing all operations and forwarding suggestions for improvement to the Sr. Operations Manager.

•Managing various department specific initiative and ensuring that these items are

completed within the scope of the Line of Business.

•Provide approval of yearly performance reviews

Hinduja Global Solutions

Supervisor of Operations 09-202*-**-****

•Manage project resources (people and material) to ensure deliverables are completed in scope and on schedule.

•Assist in the formulation of targets for individuals and teams.

•Prepare monthly/annual results and performance reports.

•Develop contests, awards and themes that increase agents’ loyalty and focus.

•Meet with human resources to review staffing levels and employee issues.

•Produce performance reviews as established by Operations Manager

•Create yearly performance reviews.

ValorVIP

Operations Supervisor 03-202*-**-****

•Lead overall operations of the team to ensure services are compliant with set standards.

•Analyzed call center metrics to assist with CSR performance.

●Assist with escalated calls

●Payroll verification

●Disciplinary actions

●Coaching

●Team development

MAXIMUS

Call Center Operations Manager (2020 Census Project - Contract Position) 04-202*-**-****

•Promoted to an Operations Manager after 3 months of service

•Conducted staff performance reviews

•Cost/benefit analysis and other operational strategy assessments.

•Establish a high standard for productivity, quality, customer service as well as defined user guidelines.

•Delivered updated policies/procedures to employees.

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

●Collaborated with training department to design training plans for employees, improving productivity.

●Identified and swiftly resolved inadequate quality issues with the supervisory team.

●Initiated necessary corrective actions to comply with all laws, regulations, policies, and procedures pertinent to the Contact Center.

●Interviewing

MAXIMUS

Call Center Operations Supervisor (2020 Census Project - Contract Position) 01-202*-**-****

•Establish a high standard for productivity, quality, customer service as well as defined user guidelines.

•Quality call monitoring and coaching

•Training

•Disciplinary actions

•Payroll verification and approval

•Performance reviews

•Facilitate department meetings.

•Delivered updated policies/procedures to employees.

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

●Collaborated with training department to design training plans for employees, improving productivity.

●Identified and swiftly resolved inadequate quality issues with the supervisory team.

●Initiated necessary corrective actions to comply with all laws, regulations, policies, and procedures pertinent to the Contact Center.

●Interviewing

City Facilities Management, Jacksonville, FL

Team Lead 03-201*-**-****

•Proved leadership in call monitoring

•Coaching, ongoing training

•Disciplinary actions,

•Payroll verification

•Performance reviews

•Perform interviews

•Facilitate department meetings.

•Led and inspired a team agents to deliver excellent levels

•Solely responsible for the company’s Hurricane Reporting for the client

●Analyzed all associates' performance and reported to leadership.

●Increased knowledge base through timely implementation of all procedural changes.

●Collaborated with the management team to identify and deliver positive change and business efficiencies.

●Interviewing

COMCAST CORPORATION, Jacksonville, FL

Customer Experience Supervisor 02-201*-**-****

•Coaching agents with sales techniques, bundles, and available offers.

•Maintained documentation pertaining to customer service department activities and commissions

•Provided supervision and technical assistance to the customer service team to attain departmental and organizational goals.

•Maintained in-depth working knowledge of the company’s brands, systems, and processes.

●Monitored business and process metrics to measure and manage customer service effectiveness.

●Trained new employees in the company’s customer service policies, procedures, and best practices.

●Collected data and prepared reports on customer complaints and inquiries.

●Conducted studies and research to discover techniques necessary for improving customer experience.

AAA The Auto Club Group, Naples, FL

Operations Manager 03.2010-04.2014

●Scheduling

●Attendance

●Coaching

●Monitoring calls, and performance monitoring

●Maintained and came under predetermined budget year consecutive years

●Interviewed and selected potential candidates

●Disciplinary counseling

●Participated in establishing strategic and operational goals and objectives and analyze the operating results to ensure that standards are met and maintained.

●Formulated, recommended, and implemented process improvements and revisions to policies and procedures to enhance business operations.

●Reconciled cash transactions and resolved any account deficiencies.

●Maintained battery inventory

AAA The Auto Club Group, Pompano Beach, FL

Operations Supervisor 02.2007-03.2010

●Scheduling

●Attendance

●Coaching

●Monitoring calls, and performance monitoring

●Maintained and came under predetermined budget year consecutive years

●Interviewed and selected potential candidates

●Disciplinary counseling

Education

GED from the NY State Board of Education

Some College Courses from Kingsborough Community College

Continuing Education - Computer Applications from Kingsborough Community College

Team Coaching and Development

Certified Credit Counselor

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