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Versatile, results-oriented Operations Leader with 17+ years of experience in operations management and leadership roles within a variety of industries. Advanced experience in leading daily customer service operations along with steadfast listening skills which provide a valuable asset/tool to clients and ensures high productivity levels. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively fostering positive relationships with others.

Operations Management Workflow/Process Improvement Customer Account Review

Attention to Detail Schedule Management Complex Problem Solving Strategy Development

Cost Reduction Productivity/Efficiency Microsoft Office Suite Technical Support/Dispatching

• Directly manage day to day operations within a fast-paced call center environment with a focus on increasing productivity and operational efficiency levels
• Supervise Dispatch teams which required providing training, monitoring performance metrics, and handling employee relations issues
• Instrumental in ensuring a positive customer service experience at all times which required reviewing and diffusing escalated customer service situations
• Provide guidance to team members in regard to customer service best practices, current product specific promotions, and federal regulatory requirements

• Supported back-office administrative operations which included reviewing and resolving data issues related to home networking, e-mail, and static IP
• Reviewed and corrected technical issues related to Suddenlink products, consistently built positive rapport with customers, and educated customers on products

• Coordinated dispatch logistics such as reviewing current Technician work times, generating productivity reports, and ensuring route activations/deactivations were completed
• Monitored drive times within the city to identify appropriate dispatch timelines, communicated between customers and Technicians, and assigned jobs appropriately
• Handled administrative tasks such as reconciling completed work orders within a billing system, reviewing customer accounts, verifying/correcting service order information, and provisioning appropriate equipment for technical support jobs

• Facilitated high levels of customer service/support within a call center which included resolving customer inquiries/complaints and managing client accounts
• Provided training to technical support team members, monitored productivity metrics such as call volume and wait time, and generated reports for members of management