Operations & Call Center Manager with 12+ years of leadership
Resume:
Laytoria Shaw
Haw River, NC *****
*********@*****.***
A highly skilled call center, marketing, telesales, collection/ billing, and quality assurance manager with twelve years experience in call center outbound/inbound management. Work Experience
Dispatch Assimilation Supervisor
UPS - Raleigh, NC
November 2017 to Present
Responsible for tracking/tracing ground and RDU Airport loads to ensure on time deliveries. Coordinate unload and sorter supervisors with daily forecasts to ensure appropriate staffing. Providing management with
hourly sorter/unload projections to complete sorting for drivers. Daily documenting and analyzing dispatch information and reviewing dispatch data (e.g., volume, missed pick ups or deliveries, failures, breakdowns, communication, etc.) to create more efficient plans, and tracking and incorporating route modifications (such as new customers, new locations, or additional loads) into future plans.
Rebuyer
Variety Wholesalers - Henderson, NC
May 2016 to September 2017
Responsible for inventory purchasing to maintain two warehouses and multiple stores. In addition to managing multiple vendor orders in a timely manner. Marketing and Telemarketing Supervisor
Sam's Club - Raleigh, NC
September 2014 to May 2016
Leveraged strengths in cost-effective marketing management, B2B vendor and individual sales increasing revenue to meet monthly and annually company goals. Quality Analyst
Time Warner Cable
2013 to 2014
Responsible for assessing the quality of the performance of call representatives who deal with the public over the telephone. Monitor collection calls to assess employee demeanor, accuracy, performance and conformity to company policies and procedures. Credit and Collections Supervisor
Time Warner Cable
2001 to 2013
Managed over 100 employees to ensure collection calls are handled to the companies policies. Loaded Aspect dialect with Inbound and Outbound calls.
Education
Information Technology and Business
School of Communication Arts - Raleigh, NC
2001
Thomas Institute - Raleigh, NC
1999
Skills
logistics (10+ years), customer service (10+ years), operations (10+ years), Microsoft Office (10+ years), dispatch (2 years)
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