zk zelma kovacek 472 tyree mountains dallas tx 1 555 678 1287 experience 032018 present detroit mi corwinweber bpo manager excellent communication negotiation presentations skills fluent written spoken english mandatory preferably handled bpo gsis sales solutioning consulting experience mba degree tier 1 business school manage team leaderssupervisors ensure programs productivity quality customer satisfactionclient performance objectives met performed efficient manner monitor track evaluate team performance based key performance indicators kpis provide ongoing feedback ensure company standards met deliver monthly daily weekly updates processes procedures education skills 022014 022018 detroit mi sauer sons bpo manager participates weekly managers meeting contributing content sharing ideas giving feedback making suggestions develop competencies required front line managers fully engaged highly skilled effective team excellent computer skills ability learn new applications quickly lead development scaling strategy cx bpo vendor partnership build relationships internal external partners drive performance manage report partners performance focusing kpis slas quality service university cincinnati bachelors business organize develop agendas operational meetings regarding team performance business results information exchange robust working knowledge omnichannel contact center operations supervisory managerial capacity thorough knowledge vendorbpo call center relationships rfp daily performance management deep understanding contact center kpis key levers performance measurement improvement strong project management skills manage shifting priorities handle multiple projects meet deadlines adapt changing business environment passion customer service operational excellence