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Yyyyyy x. yyyyyy

- 8105 Hidden Path Ln.Ÿ Xxxxxx, TX xxxxxx ( (xxx-xxx-xxxx *


Contact Center Supervisor/Manager

Qualifications Profile


    Self-assured and results-driven customer service professional with more than 14 years providing high-performance operations management support, administration, staffing and training for high-volume inbound and outbound contact centers mostly in the banking, contact center solutions, and retail industries.

-          Managed a 130-seat call center specializing in sales and data entry to support 229 Home depot retail stores.

-          Reduced call agent attrition by 44% and increased sales performance by 35% at Windham International.

    Strong passion for delivering outstanding customer service

    Highly detailed and well-organized with analytical and methodical thinking to resolve work issues even under stress.

    Effective interpersonal communication skills that transform workforce diversity into a united front in achieving objectives and shared commitments


Key Expertise

    Strategic Planning & Execution

    Marketing & Sales (Trad. & Online)

    Business Development

    Inbound/Outbound Sales

    Customer Service Management

    Client Account Management

    Call Center Operations Management

    Relationship Management (Customers, Stakeholders, & Suppliers)

    Vendor/Contract Management

    Total Quality Management

    Fiscal & Budget Management

    Process/Workflow Improvement

    Policies & Regulatory Compliance

    Change Management

    Concurrent Project Management

    Personnel Administration

    Staff Supervision & Training

    Records & Document Management


Professional Experience


Operations Supervisor, PCV Murco Ÿ Carrollton, TX May 2015 May 2016

    Managed routine daily operations of the Xxxxxx contact center for an appraisal management company.

    Coached contact center agents, monitoring performance progress and call completion, and provided feedback, identifying strong points for enhancement and weak points for remediation.

    Improved processes and facilitated direct communication with clients and suppliers for long term partnerships, creating strategic alliances with internal and external business partners, and getting best deals from vendors for a cost advantage in operations.

    Analyzed production reports to evaluate progress towards goals and develop improvements plans where necessary.


Client Manager, Volt Staffing (PCV Murcor) Ÿ Frisco, TX Dec 2014 Present

    Build and sustain professional relationships with clients, managing client accounts, and collaborating with all internal departments to maintain a satisfying client experience around company products, and restoring confidence and patronage in resolving complaints as needed.

    Manage work orders from appraisers, providing clients with progress updates, and assisting Appraisers in resolving issues around work orders, submitting reports, and scheduling inspections.


MLO Servicing Manager, Bank Of America Ÿ Irving, TX Nov 2011 Dec 2013

    Managed projects processing over 1 million foreclosure documents for OCC Foreclosure Review.

    Managed foreclosure process from Notice of Sale, Chain of Title to Trustees Deed of Sale, supervising a team of 20 associates in processing documents in home foreclosures, and ensuring compliance with deadline expectations and performance standards.


Sales Ops Support Senior Supervisor, CitiMortgage (A Division of Citigroup) Ÿ Irving, TX Feb 2008 Jun 2011

    Managed refinancing of home mortgages, supervising 20 representatives in successfully closing deals.

    Audited loans to ensure closing within RESPA guidelines, interacting daily with Loan Officers, Underwriters, Processors and Title Agencies to meet customer expectations and ensure successful closings.

    Forged strategic alliances with business partners that established long term professional relationships.

    Motivated and developed a sense of accountability in leading teams to exceed productivity goals by 20%.

    Provided HR support in coaching teams, assessing performance, and providing feedback to teams.

Recovery Senior Supervisor

    Provided leadership and direction to team leads and reps, communicating departmental goals, supervising staff, and motivating 20 representatives tasked with gathering documentation to complete short sale referrals.

    Ensured uniform compliance with policies and procedures, performance metrics, and service quality standards that created a totally satisfying customer experience resulting in 40% increase in short sale referrals each month.

    Identified developmental needs and implemented cross-training courses to widen staff business horizon.




Yyyyyy x. yyyyyy

- 8105 Hidden Path Ln.Ÿ Xxxxxx, TX xxxxxx ( (xxx-xxx-xxxx *


Professional Experience (continued)


Collection Unit Manager, CITIGROUP IRVING, TX (continued) `

    Managed Home Depot Consumer Outbound collections, overseeing team performance in early and late stages of collection processes, monitoring calls for QA, and implemented Woo, Wow, Win call model.

    Analyzed production reports to assess team performance and collection revenue, identifying opportunities for improvement, and provided coaching and feedback to achieve individual and team performance goals.

    Managed various performance and productivity improvement projects, and implemented customer feedback mechanism and incentive programs to reward agents for outstanding performance and goal achievement.

    Increased revenues by 35% through staff developmental programs on efficient collection techniques.


Supervisor Customer Contact Center, Home Depot Ÿ Dallas, TX Jun 2006 Feb 2008

    Managed a 130-seat customer contact center specializing in sales, customer service and data entry to support store associates, vendors and service providers in 229 retail branches across the state.

    Increased collection revenue by 15% through improved employee confidence in their skills following their training under the Academy Bay training program.

    Increased call saturation by 45% using improved approach in outbound sales calls.

    Improved quality assurance results by 21% over a 3- month period

    Consistently exceeded sales goals by 15% monthly.

    Achieved service level targets of 80/ with a call abandonment rate of less than 3%.


Training Manager, Wyndham International Ÿ Dallas, TX Apr 2002 Jan 2006

    Provided strategic leadership and direction in managing the developmental programs for training instructors, curriculum designers, and sales support coordinators for a 150-seat call center.

    Reduced call center agent attrition by 44% and increased sales performance by 35% through improved change management and hiring strategies, employment expectations, cross-functional training, leadership development and continuous process improvement.

    Managed projects involving strategic planning, conducting beta testing, and implementing new reservations engine supporting over 400 users.

    Analyzed productivity reports to determine improvement opportunities against KPI.

    Managed plans, forecasts and budgets that improved department contribution to operating profitability.

    Provided HR support in staff recruitment, screening, training and performance review of support staff.


Training & Credentials


Professional Training & Certifications

    Exercising Influence, Collections Management Certificate Program (CMCP)

    Targeted Selection, Foundations of Leadership and Management

Awards & Recognition

    Diversity, Star Player Award



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