Operations Manager Contact Center

Sequence Garner

Contact Center Operations Manager

(P) 1-225-***-****

(E) ********@*****.***

As a Contact Center Operations Manager focused on operational excellence, I direct high-performing teams in a dynamic, fast-paced environment while fostering performance-driven strategies. In my role as a transformational leader, I mentor and coach future leaders to reach their full potential, fostering a culture of innovative solutions and continuous improvement. My proven track record in utilizing expert business acumen empowers me to drive influence, excellence, and value while delivering complex solutions against large-scale goals.

KEY ACHIEVEMENTS

Directed multi-million-dollar fulfillment center operations at Amazon, reducing costs and improving productivity by optimizing resource allocation and streamlining workflows through Lean Six Sigma strategies, resulting in a 25% improvement in efficiency.

Enriched the fulfillment network's scalability and resilience by developing a leadership pipeline with a 90% promotion readiness rate, ensuring continuity, and strengthening talent management strategies.

Consolidated productivity initiatives that elevated service levels and reduced delivery timelines, positively impacting customer satisfaction and retention rates.

Designed and implemented a rewards and recognition program that monitored and improved KPIs, enhancing operational performance, heightening team morale, and expanding customer service metrics by double digits.

PROFESSIONAL EXPERIENCE

April 2024- Current

Area Manager, Amazon Robotics Fulfillment Center, Baton Rouge, LA

Oversee multi-million-dollar fulfillment center operations, optimize resource allocation, adhere to KPIs, and modernize workflows that support company-wide growth strategies.

Cultivate a pipeline of high-potential leaders by utilizing systemic coaching and talent management, contributing to a robust pipeline

for future leadership roles.

Leverage advanced analytics to forecast demand, monitor performance metrics, and identify bottlenecks, enabling

proactive decision-making and agility in operations.

Integrate with other cross-functional directors and teams to incorporate strategic objectives, enhancing the fulfillment network's scalability and resilience.

Establish and enforce rigorous safety and compliance protocols, achieving an incident rate well below the industry standard.

October 2021 - January 2024

Contact Center Operations Manager, Customer Service, Home Depot Corporate, Houston, TX

Managed and developed 7 salaried supervisors and 120+ CSRs driving performance through continuous KPI monitoring and coaching audits.

Generated and implemented standard operating procedures, training manuals, job aids, and cross-functional strategies to empower associates, resulting in measurable improvements in associate efficiency and customer satisfaction.

Conducted strategic internal business reviews, aligning stakeholders on organizational improvements and performance trends.

Oversaw staffing needs, including scheduling, hiring, project, and product management initiatives, and staffing adjustments to meet service-level goals.

March 2008 - October 2021

Contact Center Supervisor, Ecommerce Retail, Home Depot Corporate, Phoenix AR

Influenced vendor analytics to optimize processes, reducing backorder timelines by 20%.

Realigned workflows with changing business demand by prioritizing vital workstreams, evaluating service levels, and leveraging employee strengths.

Collaborated with vendors, product marketers, UX designers, and developers directly to establish processes and procedures, organized associate product knowledge training, and managed post-sale support for all configurable, special-order products.

Launched strategies to exceed sales targets, monitored call volume and call drivers, and reported the status of attendance, service levels, and sales data to senior leadership.

Monitored adherence to CRM software and technology to ensure maximum productivity levels were met.

June 1997 - August 2009

Supply & Logistics Manager, United States Air Force/ USANG, SSGT

Spearheaded the development and standardization of methods and procedures for inventory management, including storage, issuance, and receipt of stock, aligning operations with industry best practices.

Governed the preparation and distribution of mobility readiness spare packages, ensuring compliance with operational readiness requirements and achieving 100% accuracy in deployment timelines.

Conducted facility audits to reorganize storage areas, enhancing space utilization and ensuring adherence to safety and regulatory standards.

Controlled the secure handling and issuance of classified, sensitive, and controlled items, implementing robust tracking mechanisms to maintain compliance and mitigate risk.

Analyzed detailed warehouse performance reports, identified inefficiencies, and presented actionable recommendations to senior management, resulting in improved workflows and measurable productivity gains.

EDUCATION & CERTIFICATIONS

Bachelors in Business, Information Systems, ITI Technical College

Supply Journeyman Certification, United States Air Force

Interviewing for Leaders Certification, Home Depot Corporation

Leading Orange Supervisor Training Certification, Home Depot Corporation

Leading Orange Management Training Certification, Home Depot Corporation

OSHA Recordkeeping Certification

OSHA 10 Certification

OSHA 30 Certification

SKILLS

Talent Management & Development: Leadership Pipeline Development, Succession Planning, Coaching

Operational Strategy: Lean Six Sigma, Workflow Optimization, Advanced Analytics

Cross-functional Collaboration: Product Marketing, Vendor Relations, UX Design Integration

Performance Management: KPI Monitoring, Rewards and Recognition Programs, Employee Engagement

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