Project Manager Call Center

Susanne Klinger

Operations Manager Professional

**********@*****.*** • 954-***-****

LinkedIn • Allentown, PA

Summary

Dynamic solutions-driven Operations Manager bringing 10+ of experience in staff leadership, business management, team building, performance metrics, and customer service excellence to advance organizational quality, innovation, and growth.

Certification

PMP, Project Management Professional

George Washington University Washington, DC

Areas of Expertise

Staff/Team Leader

Financial Oversight

Strategic Planning

Operations Management

IT/System Implementation

Contract Negotiation/Procurement

Relationship Building

KPI Metrics/Analysis

Accomplishments

Accelerated sales by 367% by strategically allocating complex products to over 3K representatives nationwide.

Designed onboarding materials to efficiently acclimate new hires into respective roles organizationally.

Boost quality metric outcomes by 67%, securing 300K in annual savings.

Professional Experience

Walmart, Ontario, OH 2022 – Present

Coach Operation Manager

Successfully manage the daily performance of (14) associates and (2) leads. Conduct oversight of freight distribution activities, and track the allocation of 140K cases per month. Streamline operational processes to seamlessly reduce labor hours, and develop a new technique for break pack sorting tasks. Coordinate with distribution center on truck deliveries/pickups.

Measure and evaluate goals, including Metric reports, and review Profit and Loss statements with leadership daily/weekly/monthly.

Uphold the highest standards of team productivity to sustain business and operational continuity.

Certified in food and safety management, and forklift operation.

Wells Fargo N.A., West Des Moines, IA 2020 – 2021

Call Center Planning Analyst

Served as the planning analyst and performed oversight of real-time adherence practices for multiple business lines. Analyzed processes, implemented best practices, and monitored industry knowledge for implementation. Generated data reports and performance metrics for analysis. Collaborated with stakeholders to remedy service-level impediments, and efficiently allocated resources.

Advanced Service Level Agreements to sustain growth for clients.

Authored HR onboarding materials to efficiently train new hires.

OPUS IVS, Commack, NY 2019

Call Center Manager

Accountable for the financial, operational and KPI performance of (26) automotive technicians. Strategically reviewed report metrics with the application of multiple internal/external CRMs. Facilitated monthly goal meetings with technicians to ensure performance specificity and timeliness. Analyzed performance reports toward staff development. Partnered with stakeholders to accurately train low-volume technicians of new products and services for delivery.

Increased team productivity by 50% within (6) months, resulting in an uptick in daily out calls.

Created KPIs to improve average handle time and cross-trained technicians to boost revenue.

Led cross-training activities, seamlessly closed workload gaps, and increased product revenue.

Idemia, Des Moines, IA 2018

Call Center Manager

Oversaw site infrastructure and business operations processes of (5) supervisors, (3) team leads, and (80) agents. Monitored the retrieval of 7K outgoing calls daily. Instituted KPI best practices for Average Handle Team (AHT), Average Speed of Answer (ASA), and After Call Work (ACW). Addressed areas for improvements, implemented process changes, and secured Federal and State contracts.

Designed and instituted an online resource tool to create cross-training opportunities for (13) domestic locations.

Accelerated call-intake by 25% with the design of a staff recognition program.

Mitigated headcount by 25% to decrease average handle time.

Additional Experience

Operations Manager, Mercer, Urbandale, IA, 2018

Customer Operation Supervisor, iWireless, Urbandale, IA, 2016

Technical Support Manager, Embarq, 2007

Project Manager, Sprint, 2004

Sr Project Manager, Sprint, 2000

Sr Business Systems Analyst, United Telephone,1999

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