Experienced Operations Manager for Global Support Teams
Last active: 6 months ago
Over Twenty years of management experience including operations, team, and project management. My expertise is in managing policies and processes to ensure their effectiveness and creating strategies to improve productivity and efficiency through strategic business analysis.
My most recent contract celebrated improvements in the following areas:
80% increase in productivity
48% increase in quality
49% increase in customer satisfaction
This was accomplished through a multi-layer approach, which included steps such as creating a quality assurance program to measure average handling times and adherence to policies and practices. Through this I could identify areas of opportunity so that corrective measures could be put in place where needed. It also included setting expectations and agent accountability and creating training programs and resources so agents could reach and ultimately maintain their goals. Current policies were also analyzed to determine their effectiveness. And, changes were made to add value and provide a better overall customer experience.
My employment history speaks to my extensive and diverse work experience, and, I recommend that you review this for additional information on what I can bring to you and your team.
And, if you're looking for someone who has a proven track record, and is hardworking, honest, reliable, and long term, then I hope you place my application at the top of your list.