Operations Manager

• Client liaison for Bank of America, Alight Solutions, Memorial Herman, and Iron Mountain
• Responsible for 15 Team Managers 150 plus agents
• Meets or exceeds objectives for the company’s revenue and gross profit
• Facilitates effective and appropriate communications with customers/ clients
• Develops and maintains customer rapport and ensure customer satisfaction as measured
by end user satisfaction, customer surveys, and other customer feedback
• Analyzes individual, team and program/account performance on a regular basis, perform
root cause analysis and develop corrective action plans.
• Communicates regularly with upper management regarding performance and areas that
are out of compliance with contractual agreements
• Defines measurement systems to accurately monitor and report performance metrics and
customer satisfaction to the company and employees.
• Assures that contract documentation and information is up to date and files are maintained
• Provides accurate, timely, and professional written, statistical and verbal reports to
management for historical, status, and forecasting purposes (including, but not limited to,
budgets, pricing, staffing, training, seating, etc.).
Additional responsibilities as assigned based on business needs

• Cultivated effective and positive working relationships with lucrative clients through
onboarding, initial training, and ongoing support.
• Advised clients on methods, technologies, process improvements and training that would
increase overall business potential.
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• Interfaced effectively with key accounts, answering questions, and delivering exceptional
service.
• Support team with ratios of 1:20, providing coaching and development.
• Maintained proper staffing levels to guarantee timely and accurate deliveries.

• Analyze team and individual statistics; prepare reports; devise and implement incentive
programs to improve metrics while maintaining quality.
• Increased Survivability of customer account by 10% and consistently remained above
82%goal.
• Increase customers overall satisfaction net impact 25%
• Established positive and effective communication among unit staff and organization
leadership, reducing miscommunications, and missed deadlines.
• Implemented process improvement to shape organizational culture, optimize procedures
for higher efficiency and help company evolve and grow.
• Responsible for 10 Supervisors 200 plus agents

• Updated root cause tracker and action items daily with current and projected performance
trends for all measured items (IR, CSAT, Survivability, Adherence, etc.) Reviewed daily
performance metrics to establish goals to meet month end.
• Completed bi-weekly payroll for 50 employees.
• Single point of contact for the client (Sprint).
• Responsible for internal communication outlining the clients’ needs.
• Address and manage complaints, provide solutions, and enhance the overall customer
experience

• Accurately complete daily RPV (Rate Plan Validation Report) continuous follow up with
customers ensuring their knowledge and benefit of change to prevent future setup and or
billing issues.
• Review and apply adjustments to accounts with complex billing issues.
• Saving company 228,000.00 first quarter of 2009.Work in partnership with Supervisors to
provide real -time support for adjustments and escalations.
• Assist with Administrative work for Senior Operation Management Team.
• Analyzed data and findings to prepare reports detailing financial information.
• Identified control gaps in processes, procedures and systems through in-depth research
and assessment and suggested methods for improvement