Call Center People Leader

PROFESSIONAL

SUMMARY

SKILLS

EXPERIENCE

WE WAYMON E. BRYANT

Atlanta, Georgia 30126, United States **************@*****.*** Dynamic leader with a proven track record, excelling in strategic planning and resource development. Expert in driving P&L performance and enhancing customer satisfaction through innovative initiatives. Adept at building high-performing teams and fostering client relations, achieving exceptional quality assurance standards in fast-paced omni- channel environments.

• Strategic Planning Global and Multi-site

Leadership

• • Resource development

• Operations • Policy Development • P&L

• Financials & Budgeting Hiring / Staff

Development

• • Sales & Marketing

• Cost Reduction • Quality Assurance • Compliance

• Client Relations

October 2013 - May 2024

Director Of Advocacy Engagement Clinical Operations Alere/Optum Health Atlanta, Georgia, United States Lead a team of Enrollment & Clinical Operations Managers/Supervisors/Agents in a call center environment, through the implementation of the business plan and with excellent people skills

•

Establish a customer-focused culture by implementing and managing initiatives and measurement tools that aim to achieve sales, customer satisfaction, loyalty and retention

•

Responsible for leading the daily operations of the team to include work assignments, staffing, training, coaching, data/campaign management and evaluating team members with the help of our WFO Team

•

BPO oversight & vendor management was executed for customer service/advocacy via performance management meeting/exceeding KPIs, ensuring quality assurance 85

- 94%, maintaining staffing levels & ongoing training for success

•

Building of Teams to effectively execute the engagement of participants into the preventive and intervention medical programs offered by the Client's respective health insurance plans

•

Leadership training & development of frontline management with a focus on Net Promoter Score and the understanding of the value it brings to the Voice of the Consumer

•

Leveraged best in class applications within our Avaya Systems, Salesforce, Integrated Clinical Utilization Environment (ICUE), etc

•

June 2012 - October 2013

Director of Sales & Service

Advance Communication Group, LLC West Palm Beach, Florida, United States The DOS&S works with executive team in creating and executing the sales department's go-to-market and operational strategies to achieve business objectives

•

Determined and monitored the department's key performance indicators (KPIs) such as revenue vs

•

Developed and implemented employee performance management programs

(Management & Agent development) to ensure all are consistent with the vision & company focus for success

•

Participated in corporate succession planning activities, writes and delivers employee reviews, keeps close tabs on employee morale and creates a positive working environment

•

• Participated in the development and management of sales department budgets July 2011 - June 2012

Program Account Manager

One Touch Direct, LLC Tampa, Florida, United States Effectively managed and maintained sales productivity for the on-going development of assigned program(s)

•

Oversaw the use of performance incentives and effective communication to ensure all required goals are met in accordance with program standards

•

Accountabilities centered on maintaining sales quality, elevating customer experience, and overall productivity on the sales floor utilizing sales skills and product knowledge in developing Team members

•

Consistently maintained and/or exceed client expectations by uncovering areas of concern regarding sales/scripting and recommendations to improve all

•

P&L and hitting budgeted expectations, looking for new ways to reach those goals outside of the normal program requirements while creating a great growth Call Center work environment for all

•

January 2003 - January 2011

Partnership Director

Spherion Corporation Atlanta, Georgia, United States Provided creative and effective leadership guiding daily operations for an inbound / outbound Call Center Operation generating $16 Million in annual sales volume

•

Collaborated with senior managers and key staff in forecasting future sales, developing services, marketing and promoting services to major clients, and spearheading policy development and implementation, staff development and contractual oversight

•

• Fully accountable for P&L performance

Monitored and assisted personnel at multiple sites in achieving desired outcomes

(sales & service), with strong focus on outsourced business operations for AT&T, Coca- Cola, TSYS, and Sunsource Technology

•

EDUCATION

WEBSITE, PORTFOLIO

AND PROFILES

ACCOMPLISHMENTS

• Due to efforts, selected as Coca-Cola's preferred Call Center Provider A multiple (5X) winner of AT&T/ Bellsouth Excellence in Call Center Service Awards for Sales (Gold Partner Award)

•

Bachelor of Science

University of West Georgia, Carrollton, Georgia

linkedin.com/in/waymon-bryant

108 Consecutive months of meeting/exceeding service & enrollment targets for set of 32 accounts preventing readmissions (15 - 20% improvements) and 97% of member contact actively engaged impacting outcomes.

•

• Improved overall member engagement/enrollment by 18% annually. 2-time winner of the coveted Spherion Performance Forum Award and Pinnacle Nominee, and 5-time winner of AT&T/Bellsouth's prestigious Gold Partner Award for Top Call Center Operations.

•

Forged and managed an exceptional sales team consistently achieving $50 Thousand monthly revenue quota for E. Spire.

•

Launched a new operation employing 600+ employees and generating $72 Million annually as Senior Manager for MCI Business remaining in the Top 5% of sales/service management.

•

Contact this candidate