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Click here or scroll down to respond to this candidate Candidate's Name
Remote Contact Center Manager ProfileMinneapolis, MN, 55423 PHONE NUMBER AVAILABLEEMAIL AVAILABLE LinkedInCustomer-focused professional with comprehensive experience in providing exceptional support and delivering best-in-class service to clients.
Known for improving call center efficiencies and maximizing profitability by executing strategic initiatives in collaboration with cross-functional teams. Track record of maintaining customer loyalty, monitoring KPIs, establishing best practices, and directing customer service projects, while resolving technical issues in contact center environment. Excel at attaining high client satisfaction by nurturing strong relationships with customers and stakeholders. Instrumental in driving client success and operational excellence by leading, training, and guiding high-performing teams globally.
Areas of Expertise 10+ Years Managing Call Centers Online Call Center Phone Tracking Systems Collects & Analyze Call Center Metrics Review Trends for Process Improvements
Coaching Performance & Action Plans Problem Solving Abilities Monitor Dashboard Prepare Status Reports Call Center Scheduling Adapt to Change
Timely Complaints Resolution Actively Manage Calls Cross-Functional Collaboration
Ensure Low Wait Times Communication Oral & WrittenCareer ExperienceOperations Manager, MRI Software, OH (Remote) 2021 2023Call Center Management & Screening OperationsManaged six departments which included seven management-level direct reports and 50 indirect reports. Worked and trained leaders to hire, coach and develop team members, while fostering culture of excellence. Monitored real-time call center KPIs as well as managed teams performance. Served as project leader for improvement efforts and led teams to achieve improved productivity, increased process efficiency, and customer satisfaction. Led remotely-based customer support teams distributed across global time zones. Recommended staffing changes in support of changing business needs. Coordinated with subject matter experts related to contact center best practices, process improvements, and customer service to sustain state-of-the-art operations. Boosted headcount and assured exceptional coverage during seasonal fluctuations by administering global resource planning with offshore Business Process Outsourcing. Mitigated payroll costs by 40% annually through establishing global teams in Philippines and South Africa. Generated operative success by utilizing inadequate data as well as developing new breaks, lunch schedules, and guidelines, resulting in reducing abandonment rate from 42% to 2.7%. Enhanced collective morale and trust within first month of employment, as well as minimized turnaround times for file processing by 30%. Drove improvements in process flow by gathering and evaluating internal and client feedback. Maximized department efficiency and savings by devising roadmaps and strategic plans, as well as supervising budget.
Created cross-cultural teams comprising members from diverse backgrounds, such as South Africa and Philippines, integrating cultures, offering leadership, and forming global team dedicated to client support. Attained service level objectives and standards by optimizing service strategy in alignment with changing needs of business and clients.
Call Center & Technical Support Manager, Questar Assessment, MN 2017 2020
Directed all facets of individuals and teams, including career development planning, performance management, and operations. Implemented contact center future state, involving adding new processes and SLAs with focus on customer-centric service within K-12 education space. Cultivated long-term relationships with program management and customers. Answered questions, coached and guided employees through difficult calls or issues. Grew staff from 18 to 80 members, including seasonal and temporary workforce by supervising resources for extreme seasonal fluctuations. Decreased Average Speed of Answer from 300 seconds to 26 seconds, Call Abandonment Rate from 20% to 2.4%, and boosted Service Level from 60% to 95.4% by devising best practices. Led 90% YOY growth in volume, ensuring provision of necessary resources to staff and contingent workers to surpass SLAs and KPIs. Received high accolades as authentic, ethical, and trustworthy leader with ratings of 4.7/5 in all categories.
Successfully oversaw execution of two separate phone systems with zero downtime, assuring uninterrupted client support. Met client contractual agreements by monitoring KPIs in omnichannel environment. Hired recruiting agency and nurtured strong partnerships to address staffing resource gaps.Product Application Support Supervisor Call Center, 3M, MN 2013 2017
Steered various teams of exempt employees within 3M Product Application Support Center and maintained solid professional relationships with key stakeholders. Offered excellent customer support by administering KPIs with focus on customer-first philosophy.
Utilized Avaya, CMS Supervisor, and CRM data to write business reviews, reports, and presentations. Built year-long project strategically redirecting 3M's customer contact center, emphasizing targeted product support, and fostering valuable business partner relationships. Augmented sales by 239% YoY with two direct reports ranking in top 10 out of 600 individuals, participating in upsell efforts within customer services organization.Education & CredentialsBachelor of Arts in History | University of Minnesota, MNFCRA Basic Certification | The Professional Background Screening Association (PBSA) (2022)Technical ProficienciesMS Office Suite, Salesforce, Five9, Avaya, Mitel, RingCentral Administration, CRM, SaaS, ChatGPT, Jira Service Management, Workforce Management Systems, Mitel System Administration |
