Call Center Human Resources

CURTIS GREENWOOD

**** ****** **** ********, ******* 30058 · 404-***-****

****************@*******.*** · linkedin.com/in/Curtis-greenwood-5b5489104

SUMMARY

Accomplished Senior Operations Manager with over 7 years of experience in driving operational excellence and optimizing business performance. Proven expertise in leading cross-functional teams, implementing process improvements, and delivering results in fast – paced environments. Adept at strategic planning, resource allocation, and cost management to drive efficiency and profitability with strong leadership abilities that focus on mentoring and developing high -performing teams.

KEY ACCOMPLISHMENTS

●Implemented and optimized streamlined processes resulting in a significant reduction in production costs and increased efficiency.

●Implemented a comprehensive quality control system, resulting in improved product/service quality and customer satisfaction.

●Successfully managed a large-scale budget, achieving cost savings and improved financial performance.

●Implemented performance metrics and key performance indicators (KPI’s) to track operational performance and drive continuous improvement.

●Established strong vendor relationships, negotiating favorable contracts, and driving cost savings. Mentored and developed high -performing teams, resulting in improved employee engagement and retention.

Experience

2022 – Present

Senior Operations Manager, Hexaware Technologies

●Optimized day to day operations, including process improvement, resource allocation, and workflow efficiency.

●Maintain and improve Call Center Operations by monitoring system performance, Identifying and resolving problems, Preparing, and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.

●Determine Call Center Operational Strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.

●Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.

●Develop “The Plan” and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in the activities necessary to achieve company goals.

●Guide the team to achieve performance metrics, troubleshoot problem areas, and recommend corrective/preventative action plans.

●Lead and direct audits to improve business processes and activities.

●Conduct reviews with Clients and Management Team to evaluate lessons learned and ensure best practices are integrated into process improvement efforts.

●Partner with Human Resources to co-manage all staff issues, including staffing and selection, goal setting, annual reviews, compensation planning, and career development.

●Partner with Workforce Management to ensure staffing and production remain at appropriate levels.

●Maintain constant and open communication with all stakeholders.

2019 – 2022

Associate Director of operations, VXI Global Solutions LLC.

●Adhere to company policies on ethics and integrity.

●Work with Client Services Team and Site Director to ensure that all client and VXI objectives are met.

●Develop and maintain department understanding of client expectations and customer needs to set organizational direction and create opportunities to achieve objectives.

●Develop, grow, and maintain a positive employee experience, increase employee capabilities, and job satisfaction while ensuring that we uphold our standards and surpass the expectations of our clients.

●Develop “The Plan” and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in the activities necessary to achieve company goals.

●Guide the team to achieve performance metrics, troubleshoot problem areas, and recommend corrective/preventative action plans.

●Lead and direct audits to improve business processes and activities.

●Conduct reviews with Clients and Management Team to evaluate lessons learned and ensure best practices are integrated into process improvement efforts.

●Partner with Human Resources to co-manage all staff issues, including staffing and selection, goal setting, annual reviews, compensation planning, and career development.

●Partner with Workforce Management to ensure staffing and production remain at appropriate levels.

●Maintain constant and open communication with all stakeholders.

●Ensure that VXI is represented well to internal clients (our employees), external clients (and their customers), and the community at large.

2016 – 2019

Senior Operations Manager, Wipro Technology

Deliver improvements through the application of Project Management principles in conjunction with effective relationship building, change management skills and Subject Matter Expertise regarding Member Service Operations.

Define, lead, manage and execute initiatives to deliver sustainable breakthrough improvements to key department processes, Service Area Reductions and Customer Correspondence.

Train and coach team members throughout the life cycle of their respective initiatives through problem-solving techniques.

Monitors calls of Customer Service Agents and provide coaching’s to improve performance of call quality and adherence to schedules to meet/exceed call center metrics.

Provide tactical and strategic planning within the call center to ensure the infrastructure required to support contact strategies is in place.

Assist management teams in identifying and analyzing trends while promoting initiatives to identify corrective action plans that will resolve performance issues. Handled escalated calls from Best Buy Customers to provide prompt resolution and ensure satisfaction.

Analyze company-wide trends relative to scheduling and allocation of staff to ensure optimal effectiveness and operational efficiency by Envision. Periodically recommend workforce efficiency and operational improvements to management to produce exceptional results.

Evaluate call center scheduling and staffing trends by utilizing work force technology to analyze trends to predict long-term and short-term staffing needs.

Responsible for promoting a positive work environment by establishing and maintaining a professional relationship built on mutual trust and respect with management and staff.

Established/maintained a partnership with teams and management to support defined business requirements, thus driving customer satisfaction.

Effectively used reasonable judgment to respond to Customers inquiries and applies a high level of compliance proficiency when dealing with issues routed through the call center.

Contact this candidate