Customer Service Operations Manager - HomePro - Carrollton, TX
(2024-04)
Leads statewide customer service operations for a home security, entertainment and control company.
- Oversee and manage multi-department operations including Retention, Customer Service, Sales Add-Ons, Training Quality & Development, and Front Desk Reception, supporting service delivery for 50,000+ customers annually while driving performance, customer satisfaction, and organizational alignment.
- Provide strategic leadership to customer service supervisors and staff by setting clear expectations, coaching for performance, and analyzing KPI trends to ensure service excellence.
- Manage and develop department leaders to ensure daily operational targets, service-level agreements, and workforce management needs are consistently met.
- Facilitate quarterly Operations Review meetings with C-Suite executives to communicate performance insights, identify risks, and implement cross-functional action plans that improve efficiency and customer outcomes.
- Identify trends in customer engagement and potential strategic improvements to maximize profit using monthly performance and revenue data.
- Recruit, onboard, and develop high-performing teams while reinforcing a customer-centric culture and aligning staff with service standards and organizational goals.
- Design and implement QA scoring systems, performance dashboards, and KPI frameworks to standardize quality, strengthen accountability, and optimize productivity across all departments.
Operations Manager - Maximus - Dallas, TX
(2021-06 - 2023-03)
- Resolved complex claim-related customer concerns related to the California's unemployment benefits.
- Directed daily operations across multiple departments, optimizing workflows, resource allocation, and quality controls to maximize efficiency and ensure unemployment benefit claim accuracy.
- Led a team of 13 managers, providing strategic coaching, performance management, and talent development to strengthen leadership capability and operational success.
- Created and launched an interdepartmental pilot program to improve cross-functional alignment, streamline communication, and reduce process bottlenecks for claims processing.
- Participated in weekly, monthly, and quarterly operations meetings supporting business development and contract adjustments.
Customer Service Manager - ADT Security Monitoring Center - Irving, TX
(2018-01 - 2021-05)
- Partnered and collaborated with Training and Quality operations leadership to evaluate existing processes, implement improvements, and drive scalable operational enhancements.
- Strengthened productivity metrics and staff morale by leading comprehensive training programs that reinforced best practices and optimized daily workflows.
- Directed integrated operations across Emergency Dispatch, Tech Support, and Customer Service, driving performance, communication, and customer satisfaction.
- Supervised daily operations, sales activities, and SLA-aligned staffing to maximize revenue, enhance customer satisfaction, and improve workforce productivity.
- Spearheaded problem-solving and process redesign efforts, resulting in standardized SOPs and a scalable, structured escalation policy for support teams.
- Conducted training and mentorship to promote productivity and accuracy, cultivating a culture of exceptional service.
- Represented the organization at local college fairs, engaging prospective students, answering questions, and delivering clear, service-oriented guidance.
- Volunteered at a senior citizen facility, building rapport with residents, and contributing to a positive and engaging community environment.
Operations Manager - Optum/UHG - Irving, TX
(2013-09 - 2018-01)
Promoted to Operations Manager from a Customer Service Supervisor role.
- Managed a high-volume operation of 300+ employees, optimizing staffing, workflows, and service outcomes.
- Collaborated cross-functionally with Training and Quality to redesign workflows and eliminate performance bottlenecks.
- Implemented pilot projects to evaluate and implement strategies that enhanced team performance and output.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Addressed escalations with urgency, follow-up, and professionalism, providing timely, effective solutions and ensuring customer concerns were fully resolved.
Customer Service Supervisor - Optum/UHG - Irving, TX
(2013-09 - 2018-01)
- Completed Train-the-Trainer (T3) training to build advanced facilitation skills enhancing my ability to mentor supervisors, lead structured training initiatives, and support leadership development across customer-facing teams.
- Trained representatives on operational expectations and KPIs, ensuring consistent service quality and compliance.
- Successfully oversaw structured 90-day interval transition cycles, ensuring teams adapted effectively to new workflows and expectations.
- Analyzed performance metrics to identify improvement opportunities and delivered targeted coaching to enhance results.
- Equipped new employees with the knowledge and tools needed to perform effectively through company policy and system training.
- Leveraged customer feedback to drive continuous improvement initiatives and strengthen the customer experience.
- Compiled, produced, and presented monthly customer service performance reports to leadership, highlighting trends, risks, and improvement strategies.
