jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom links professional summary dedicated leader 15 years progressive career management visionary leader proven track record driving organizational turnaround change management forwardthinking proactive achievements across customer satisfaction finance operations sales education industry decisive contact center management experienced impacting business direction performance successful leadership strategies tactical decision making forwardthinking approaches proven history improving operations boosting financial health employee engagement strong leadership accomplished improving customer satisfaction increasing quality reducing call times handson leadership call center employees evaluates staff performance forecasted trends makes proactive adjustments policies procedures knowledgeable overseeing schedules administration training hardworking detail oriented team leader experienced call center environments customer service management team leadership multitasking manager well known creating positive workplace culture highperforming teams staff management business planning team building operational improvement relationship development business operations customer service skills communications quality controls employee engagement staff training development employee onboarding orientation talent performance management first aidcpr process improvement bachelor science business administration 2013 university phoenix phoenix az lean six sigma certification 2015 university phoenix phoenix az education work history site production manager 022019 current chewy phoenix az managed two divisions within client care umbrella directly managed 5 supervisors 70 full time staff actively manage operations inbound outbound administrative contact work managed recruitment training quality control intense ramp plan implemented new line business serve inbound customer service department coordinate multiple outbound client campaigns calling types ensuring weekly goals met process improvement new current roll outs well new strategy implementation kpis performance improvement creation new training program new hires including authoring training handbook implemented several processes decrease attrition enhance retention successfully developed implemented daily operations plans delivery routes employee assignments promotional strategies senior operations manager 042016 022019 accenture rochester ny developed submitted strategy initiative reports highlight current actions proposed changes corporate committee evaluated upcoming program plans forecast expected resource needs set enforced optimized internal policies maintain efficiency responsiveness demands strengthened performance metrics tracking analysis enhance tactical strategic company plans managed developed supervisors leadership principles approaches harness behaviors drive results implemented standardized benchmark process led accurate results tracking increased program performance meet exceed client performance expectations 14 months straight running created efficient coaching process helped produce better results performance improved engagement successfully created delivered call calibration process improve operating metrics ensured productivity met exceeded service quality standards tracked project progress presented regularly clients monitored client program identified potential risks communicated upper leadership strategy changes contact ii contact center manager ii 062008 042016 apollo education group city state managed group 1820 contact center specialist conducted one one meetings reviews direct reports diagnosed improvement opportunities effective coaching trainings professional development successfully decreased availability time calls increase speed customer improve overall customer satisfaction monitor real time adherence ensure acd handle time productivity exceeded departments expectations responsible multiple related projects directed toward strategic business organizational objectives partnered workforce management maintain build wmf database work various groups within contact center ensure business lines meeting operational goals hold weekly meetings business line review forecast staff plan current week planned weeks ahead create reports suggesting ways optimize staff design project plans meet business line needs design build score card reports senior management consolidating data provide ad hoc analytics project work budgetary planning scenarios analyze call volume patterns make suggestions upcoming weekly forecasts using historical real time data recommend new hire staffing needs based attrition upcoming staffing plans provide weekly monthly reports contact center supervisor 052007 062008 apollo education group city state responsibilities include manage team performance scorecard goals ensuring representatives meet exceed expectations set management conduct internal external research answer questions internal staff make independent decisions regarding necessary actions required solve concerns provide suggestions operations manager improve overall quality daytoday operations transactions communicate upward issues concern may impact contact center marketing organization develop monitor communicate changes department policies procedures team members work collaboratively team members assigned work part team