Operations Manager Call Center
Resume:
Anthony J King **** Hidden Meadow Dr
Arlington, TX 76006
***************@*****.***
PROFESSIONAL SUMMARY
Operations Manager with multi-vertical background and exhaustive Business Process Service experience. Specialized expertise in High Impact Marketing and Project Management. 18+ years Sales Management success. Verticals include: Healthcare, Healthcare Information Systems, Big Data, Information Technology, IoT, Pharmaceutical, Banking and Finance, Telephony.
RELEVANT PROFESSIONAL EXPERIENCE
Continental Battery Systems Dallas, TX 03/2024 to Present
Inside Sales Manager
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Concentrix Corporation Rochester, NY 05/2012 to 01/2024
Operations Manager, Sales & Renewals
●Manage daily operations of Business Development and Sales Teams
●Liaison for internal and external client marketing organizations
●Interview, Hire and Develop Supervisors, Team Leaders and other support level management
●Maintain accurate project records- Invoice clients accordingly and accurately
●Ensure all teams meet deadlines to prevent delays on projects
●Frequent Client interaction to guide direction and success of Marketing and Loyalty programs
●Develop Team Leaders to prepare for next level of career path
●Analyze trends in sales performance and Quality Assurance and take appropriate actions to ensure optimal performance.
●Oversee high impact omni-channel marketing projects including landing page development, email content, email blasts and direct mail campaigns
●Initiate, track and analyze Loyalty campaigns for installed-base client segment
●Direct oversight, coordination and management of all marketing projects and associated data
ACS Xerox San Antonio, TX 11/2010 to 6/2011
Manager, Sales, Customer Service and Back Office
●Staffed and Managed daily operations of Customer Service and Back Office teams (150- 200 agents/ 7-10 Supervisors and support Staff)
●Provided staffing support and effectively ramped up offices in San Antonio and Houston
●Synergistically coordinated with IT, Facilities, Staffing and Logistics teams to ensure flawless launch of program
●Strong focus on adherence management including priority assignments, service levels, scheduling and staffing
●Monthly/ Quarterly and Annual forecasting, budget, billing reports and Business reviews
West Business Services San Antonio, TX 10/2009 to 10/2010
Training Team Lead- Bank of America
●Provided New Hire Orientation to all Bank of America Servicing Employees
●Utilize established training guidelines to ensure company and client established goals are met and exceeded.
●Administer Bank of America compliance training and testing to ensure client and government regulations are met.
Responsible for ensuring all Marketing Representatives are equipped to meet and exceed client expectations
●Manage to exceed Key Performance Indicators
Frontier Telephone Rochester, NY 6/2003 - 1/2004
Sales Manager
●Trained, Coached mentored and developed B2B Sales and Customer Service Teams as well Team Leads, Quality team and Administration.
●Team consistently exceeded monthly revenue goal due to great focus on improving sales approach. Implemented monthly contests and promotions to motivate agents and drive revenue.
●Conducted weekly team meetings to maintain team focus, address needs of team and communicate relevant information.
●Daily communication with Sr. Level Management providing feedback on successes and direction of the team as well as receive directives on service delivery as well as other specific business objectives.
●Maintain a working knowledge of marketing, administration and operations.
The Sutherland Group, Ltd, Rochester, NY 1998 - 2003
Sales Supervisor
●Successfully launched Rochester Ameritech team achieving nearly 700% growth in 1st year. Coached agents on daily basis to drive positive results and exceed client expectations.
●Ensured all agents maintained good attendance and tardy record to ensure maximum billing opportunity. Conducted weekly one on one's as well as monthly and annual reviews.
●Coached and monitor agents on daily basis using remote technology and side-by-side interaction. Regularly provide feedback to ensure agents perform at or above the expected level.
ADDITIONAL PROFESSIONAL EXPERIENCE
United Parcel Service (UPS), San Antonio, TX 2007 to 2009
Account Executive
●Maintain base of 500+ middle market accounts generating $6-8 Million in annual net revenue.
Bausch & Lomb, Rochester, NY 4/2004 to 1/2007
Pharmaceutical Territory Manager
Conduct professional presentations at trade shows and practices. Trained retina surgeons and their staff on full ocular product line. Effectively utilized visual aids and presentation
EDUCATION:
Texas Southern University, Houston, TX Political Science 1994 Grace Apostolic University, Dayton, OH Christian Education. 2001
MILITARY SERVICE:
United States Marine Corps Reserve 8th Tank Battalion Rochester, New York Communications MOS 0621
COMMUNITY INVOLVEMENT:
Mentor/ Life Coach
City of Rochester’s Operation Transformation Project 161 Chestnut St, Rochester, NY 14604
Founder
Joshua Tribe Male Mentoring & Leadership 1 Seneca Parkway, Rochester, NY
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