Molly S Mwesigwa

Melbourne, Florida adzz3g@r.postjobfree.com

717-***-**** linkedin.com/in/molly-mwesigwa

OBJECTIVE

To obtain an Executive position utilizing my results focused mindset. I have extensive experience in customer service, operations, and employee relations. I am seeking to utilize my career experiences and educational background in a leadership role creating a positive, equal and ethical work environment. I would utilize my demonstrated success managing call centers, client expectations, customer experiences, customer satisfaction, customer retention, project management, employee performance management, employee retention skills, powerful communication abilities, and labor relations experience to produce a successful team and positive financial success.

SKILLS/KNOWLEDGE

Customer Retention

Leadership

Employee Relations

Employee Retention

Contact Center Management

Process Improvement

BPO Operations

Cost/Expense Reductions

Strategic Thinker

Ability to Prioritize

KPIs

Collaboration

Compliance/Quality Monitoring

Project Management

DEI Council Member

Customer Satisfaction

Employee Performance

Strategic Approach

Absence Management

Vendor Management

Training Experience

Compliance

Self-Motivated

Innovative

Workforce Management

Labor Relations

EEOC compliance

Employee Development

PROFESSIONAL EXPERIENCE

As a Program Director, I am responsible for overall performance of Contact Center business as measured by daily/weekly/monthly/annual KPI results and financials. I am accountable for supporting and managing the success of the on-site and virtual contact centers' leadership team and frontline team to complete the customer service goals and requirements established for each line of business within our verticals. I lead the responsibility of coaching and motivating the Managers, Supervisors, Team Leads, Brand Specialists, and front-line agents to ensure everyone adheres to appropriate policies and procedures while maintaining successful financial performance. Responsibility also includes managing all employee relation issues to minimize attrition and maximize employee engagement.

As a lead manager of our Customer Experience and Process Excellence Team, I participated in teams creating, developing, and launching policies, processes, and initiatives across the Customer Service Organization of vendor and non-vendor employees to improve and promote a positive customer experience. Have proven results managing projects to ensure potential risks are identified prior to launch, correcting, or adjusting issues that arise during launch or following launch, and managing communication of the project to the National Customer Service executives and organization with success. Built a successful, productive, working relationship with large teams while driving key business initiatives. Building mutually beneficial partnerships with the vendor executives, site directors, and teams to ensure we were providing an outstanding quality experience to every customer while coaching and developing the leadership teams to exceed and sustain metrics.

Led calibration sessions, one on one coaching sessions, and group huddles to ensure alignment with our goals and the partner goals to provide an industry leading customer experience. I managed multiple site locations with approximately 500 employees. Responsibilities also included managing the financial responsibility for overtime, site expenditures, and site recognition. Additional experiences include consolidation of centers and managing our business 24x7. Successfully transformed a multi-location 24x7 center into a single OOH center creating significant savings to the corporation. Leadership of management teams, associate (CWA union) employees, vendor management teams, and remote employees. Partnered with our labor relations team, human resources team, and union officials to ensure a safe, ethical, inclusive work environment. Successfully obtained scorecard metrics including customer service metrics, ACD metrics, MTTR, TTR, OT management, and expense reduction.

Absence management and FMLA administration for a MidAtlantic territory provided me the opportunity to participate in executive decisions regarding position terminations, discipline, and investigations with absence and FMLA abuse cases. I worked directly with the legal department, human resources team, security, and labor relations teams while negotiating with union officials on case by case scenarios. I also had the opportunity to work with the National Absence Team to streamline processes and ensure fair employee treatment across the corporation with regards to absence administration.

EMPLOYMENT HISTORY

Radial 2020-Present

Program Director Melbourne, FL

Wells Fargo 2020-2020

EO Manager Enterprise Complaints Orlando, FL

Verizon Wireless 2018-2019

Manager – Customer Service HQ Operations Tampa, FL

Verizon Wireless 2016-2018

Manager – Customer Service Vendor Management Tallahassee, FL

Verizon 2008-2016

Senior Manager – Operations Philadelphia, PA

Harrisburg, PA

Wilmington, DE

EDUCATION

University of Phoenix Pittsburgh, PA

MBA

University of Pittsburgh Greensburg, PA

BS – Management

BS - Accounting

Villanova University Tampa, FL

SHRM Prep – Human Resources

Contact this candidate