Management with emphasis on HR, Consumer Services
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I am a professional with over 25 years in management and operations. I have a strong background in customer service, call center operations, and team management. I have successfully implemented a number of initiatives and strategies that have resulted in improved customer satisfaction, increased efficiency, and cost savings.
I have also developed and executed training programs to ensure that the team is prepared to handle customer inquiries and requests in an effective and professional manner. As a Manager, I would bring a combination of administrative, technical, and customer service expertise. I have experience in all aspects of the operations, including staffing, training, budgeting, and performance management.
I am also adept at developing and implementing policies and procedures to ensure that the office runs efficiently. In addition, I have a proven track record of developing and implementing initiatives to enhance customer experience and satisfaction. I am confident that I bring the necessary skills and experience to excel in this position.
I am a detail-oriented individual with excellent communication and organizational skills. I am a motivated leader with the ability to motivate and lead teams. I am also skilled in problem solving and have a proven ability to handle difficult customer service situations in a professional manner.
Thank you for your time and consideration. I look forward to discussing my qualifications and experience in detail.
-CONNECT BPO / DYNAMIC RECOVERY SOLUTIONS, Panama - Operation Manager / Legal Representative - September 2016 – October 2019 •
Responsible for P&L and overall financial oversight of the site and programs • Manage Team Supervisors to ensure program(s) productivity, quality and customer satisfaction/client performance objectives are met and performed in an efficient manner.
• Communicate client and company goals and metrics with team members to deliver a high level of customer service as a debt collectors.
• Coach and develop workforce to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and oneon-one meetings with direct reports to evaluate performance against KPIs.
• Review operational reports daily, develop and implement action plans to address deficiencies.
• Provide regular feedback to Vice President of Operations and other members of the management team regarding current operational performance. Escalate issues appropriately and in real-time.
• Partner with the corporate leaders and human resources to execute strategic recruiting and employee engagement programs to attract and retain top performers.
• Accountable for ensuring that all activities and initiatives meant to drive operational effectiveness are administered in a cost-effective manner.
• Execute short and long-term performance goals developed by Senior Management Team. Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives.
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; reviewing professional publications; establishing personal networks; benchmarking state-ofthe-art practices; participating in professional societies.
• Organizing office operations and procedures, preparing payroll, controlling correspondence, designing filing systems, reviewing and approving supply requisitions, and assigning and monitoring clerical functions for the smooth-running of the business.
Organize and direct the daily activities of the operation (KPIs and reports among others). • Attention and customer service for all brands. • Responsible for the logistics and handling of claims. • Promotions logistics. • Administrative control. • Preparation and implementation of the new system used by the company to record information (Oracle). • Recruitment, training, management, evaluation and motivation of operational personnel.
Supervision of sales agents, customer service and trainers.
Managing staffing, employees relations, and benefits administration.
• Support 550 employees.
• Supervise, train and mentor 60 staff.
• Manage performance issues.
• Demonstrated knowledge of human resource legal compliance.
• Managed employee benefits and compensation, employee records and personal policies.
• Coordinated a new store opening.
• Implemented a new screening process to hire the right person for the right position.
• Recruited managers, supervisors and key employees for a restaurant chain.
• Supervise benefits administration, (medical, dental, vision, life insurance, vacations, holidays, maternity benefits, parental leave).
• Utilize the HRIS system.
Supervised and trained 147 staff. • Recruited hostess, bartenders, cooks, prep person, waitress, key employees and dishwashers. • Managed benefits and employee relations. • Lower the food cost by 7%. • Reduced labor cost by 8%.
Supervised 123 employees. • Recruited hostess, cooks, prep person, waitress, dishwashers and key employees. • Managed benefits and used the HRIS system. • Reduced food cost by 5% and labor cost by 6%.
Recruited and managed staff.
Master of Business Administration, Stratford University, VA 2005 Bachelor of Science Business Administration, Stratford University, VA 2002
