Sr. Operations Program Manager

Angela Silva, Sr. Operations Manager

Winfield, Alabama, 35594, United States, 480-***-****, **********@*****.***

PROFILE

Dynamic Program Manager with extensive experience overseeing large-scale operations and driving performance enhancements. Achieved significant increases in agent productivity up to 148% and reduced attrition rates by over 173% through innovative hiring practices and comprehensive training programs. Expertise in strategic planning, performance management, and process optimization, fostering collaboration across teams to exceed operational goals. Committed to leveraging leadership skills to drive,

AREAS OF EXPERTISE

Performance Management

Expert

Process Improvement

Expert

Project Management

Expert

Customer Satisfaction

Expert

Cost Control

Expert

Team Leadership

Expert

EMPLOYMENT HISTORY

Oct 2020 — Apr 2023

Sr. Operations Manager, Sitel/Foundever

Oversee operations for multiple large programs at Foundever. Manage 300+ direct reports by implementing policies, optimising costs, and maintaining budgets to ensure client satisfaction. Define responsibilities and accountability for all subordinates, providing daily leadership support and performance feedback. Collaborate with support teams to enhance resources for direct reports, driving performance and program success.

•Increased agent productivity by 148% within six months through execution of GOS standards.

•Reduced attrition by 173% annually by revamping hiring practices and establishing an employee recognition program.

•Enhanced SLAs by decreasing average handling time across all lines of business.

Mar 2019 — Oct 2020

Program Manager, Education at Work

Oversee program management and operational coordination, implementing policies to enhance customer satisfaction and optimise costs. Define responsibilities and accountability for team members, providing daily leadership support and performance feedback.

•Boosted agent productivity 118% within 5 months through new performance management standards and coaching tools.

•Reduced attrition by 134% annually via revamped hiring practices and employee recognition programs.

•Championed professional development initiatives, enhancing leadership and sales training to exceed operational goals.

Mar 2017 — Sep 2018

Sr. Program Manager, LiveOps – AbbVie Pharmaceuticals, Humira Complete Program

Manage and coordinate operations for the Humira Complete Program. Implement policies ensuring patient and client satisfaction while optimising costs and maintaining budgets. Develop performance management initiatives, key KPIs, and annual satisfaction strategies. Provide leadership support, performance feedback, and daily collaboration with support teams to enhance resource access for direct reports.

•Improved agent productivity and patient experience by establishing performance management standards.

•Reduced attrition by 187% through new hiring practices and employee recognition initiatives.

•Increased performance results by 76% via an 80% goal alignment program for consistent performance across levels.

•Enhanced agent performance by 46% through reporting training programs, boosting engagement.

May 2014 — Feb 2017

Call Center Supervisor, Wageworks

Oversee a team of 40+ members, delivering exceptional customer service. Collaborate with management and HR to ensure adherence to call centre policies. Develop performance management standards, coaching tools, and reporting scorecards to boost agent productivity and enhance customer experience. Handle escalated calls and streamline processes for improved customer satisfaction.

•Increased agent productivity through effective coaching and quality tools.

•Enhanced customer experience by implementing reporting tools for CS agents.

•Trained management staff on performance metrics and monitoring.

•Streamlined processes to resolve escalated calls efficiently.

Apr 2012 — Sep 2013

HRIS/MIS Project Manager, Bolthouse Farms

Oversaw evaluation, analysis, design, and maintenance of HRIS at Bolthouse Farms. Collaborated with business units to identify HR needs and selected software solutions. Developed comprehensive documentation and manuals for training business partners on new services. Documented user testing and new workflows, modified existing programs for effective data reporting. Supported business partners in troubleshooting HR application issues. Managed compensation processes, ensuring fair pay scales and maintaining position data. Conducted confidential ad-hoc reporting and audited HRIS changes.

•Collaborated with stakeholders to align software solutions with business needs.

•Developed training materials for effective onboarding of new HR services.

•Streamlined compensation processes, enhancing payroll accuracy.

•Conducted audits on HRIS changes to ensure compliance and integrity.

Jan 1998 — Jan 2010

Project Manager/ Special Projects/ Team Lead, Discover Financial Services

Oversaw reporting operations for call centers, supporting internal and external customer service and sales initiatives. Directed reporting tools across multiple business areas, including Customer Satisfaction and Discover Banking. Managed hiring, training, IT, and client service strategies to ensure smooth operations.

•Spearheaded professional development programs, enhancing leadership and sales skills.

•Directed call center data expansion projects, ensuring space allocation met client needs.

•Developed a SharePoint portal, fostering communication and later adopted company-wide.

•Created a Performance Management tool, standardising evaluation processes across the enterprise.

EDUCATION

Bachelor of Science in Business Management

Bachelor of Science in Business Management (in progress). Relevant coursework: Organizational Behavior, Operations Management, Project Management. Focused on strategic planning, performance management, and process improvement.

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