PROFESSIONAL EXPERIENCE
Director of Operations, Signia | Greeley, CO May 2020 - Current
Responsible for the strategic planning and execution of all company operations to include. Core duties include managing and leading processes to continuously improve the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching, and training. Performance metrics include variance time, completes per hour, staffing utilization, acceptable turnover, financial performance, and customer/client satisfaction.
- Manage and lead a team of call center managers and supervisors, overseeing the daily operations of the call center.
- Develop and implement call center operational strategies that improve productivity and efficiency, resulting in a 20% increase in overall performance.
- Monitor and analyze call center performance metrics to identify areas for improvement and implement corrective actions, resulting in a 15% increase in customer satisfaction ratings.
- Develop and maintain call center policies and procedures, including quality assurance and performance management processes.
- · Ensure compliance with all relevant regulations and standards, such as TCPA and PCI-DSS.
- · Develop and implement training programs for call center staff to improve performance and customer service skills, resulting in a 10% increase in first-call resolution rates.
- Work closely with other departments to ensure smooth communication and coordination, resulting in a 25% reduction in call transfer rates.
- Monitor and manage call center budgets and expenses, resulting in a 5% reduction in operational costs.
Quality Control Manager, WP Manufacturing | Longmont, CO March 2016 – May 2020
Responsible for developing, implementing, and managing quality control systems designed to ensure continuous production of plastic mold-injected parts and applications consistent with established standards, customer specifications, and production goals.
- Develop and implement quality control processes and procedures that ensure compliance with all relevant regulations and standards, resulting in a 25% reduction in product defects and rework.
- Manage and lead a team of quality control inspectors and technicians, providing training and guidance to ensure consistent adherence to quality standards.
- Analyze production data and quality control metrics to identify areas for improvement and implement corrective actions, resulting in a 15% increase in overall production efficiency.
- Conduct regular quality control audits and inspections, providing feedback and recommendations for process improvements.
- Work closely with other departments to ensure seamless communication and coordination, resulting in a 10% reduction in production delays and bottlenecks.
- Develop and maintain documentation and records related to quality control processes and procedures, ensuring compliance with ISO 9001 standards.
- Monitor and manage quality control budgets and expenses, ensuring cost-effective implementation of quality control processes.
Director, Customer Relations, PFC Payment Solutions | Greeley, CO April 2013 - February 2016
Responsible for managing the customer relations group which included Customer Service, Technical Support, Deployment, New Application Entry, and Corporate Retention teams. In charge of daily operations and attrition management for the entire company.
- Develop and implement customer service policies and procedures that improve customer satisfaction and retention, resulting in a 20% increase in customer retention rates.
- Manage and lead a team of customer service representatives, providing training and guidance to ensure consistent adherence to service standards.
- Analyze customer feedback and survey data to identify areas for improvement and implement corrective actions, resulting in a 15% increase in customer satisfaction rates.
- Collaborate with other departments to ensure seamless communication and coordination on customer service issues, resulting in a 10% reduction in customer complaints.
- Develop and maintain relationships with key customers, providing support and addressing concerns to maintain high customer loyalty.
- Monitor and manage customer service budgets and expenses, ensuring cost-effective implementation of customer service strategies.
Sr Manager - Customer Retention & Services, Transfirst | Broomfield, CO Dec 2006 – April 2013
Responsible for several key Operations teams including Customer Service, Technical Support, Escalations Desk, Quality Assurance, and Admin Services.
- Oversaw the creation of the Customer Service and Technical Support Desk from one universal desk.
- Oversaw the creation of an 80,000 electronic page knowledgebase system utilized by employees and partners.
- Maintained service levels for 18 consecutive months.
- Implemented new IVR and phone extension solutions.
- Create and maintain statistical reporting relating to call volume, service levels, and billable work.
EDUCATION
BACHELOR OF BUSINESS ADMINISTRATION – University of Phoenix, 2007
BACHELOR OF BUSINESS MANAGEMENT – University of Phoenix, 2007