Quick Interview: view Salary range: $60,000 to $90,000 Willing to relocate: No Years of related job experience: 21 Highest degree earned: Bachelor of Science Accreditations: Six Sigma Green Belt, Languages: English Software: MS Office programs - Outlook, Access, Word, Excel, Powerpoint; eWorkforce Management; Citrix; Avaya(CMS Supervisor); NICE
We are delighted to have the opportunity to introduce this experienced operations management candidate. She possesses over 20 years of superior achievement in customer service, collections, and learning and development in a national call center environment. She has extensive expertise in inbound and outbound call management, including predictive dialer utilization, specialty team efficiency, and optimal workforce coverage. She has also achieved great success in the management of employee and leadership training to ensure quality performance at all levels. She looks forward to leveraging her skills to contribute to the success of your organization.
EMPLOYMENT HISTORY
Organization: Please reach us for these details! Location: Franklin, TN Job title: Learning & Development Operations Manager Years and months employed: 4 Year(s) Responsibilities: Selected from over 40 Operations Managers to manage the training, development, and motivation of over 700 collections and customer service call center representatives. Monitored course delivery for all beginning, advanced, and leadership curriculums. Acted as the liaison between department management and the course development team to ensure optimum, accurate and timely training was delivered.
•Subject matter expert in the development and implementation of the Flex Team. Trained and supported representatives in cross-functional job duties to support a variety of departments with workflow demands.
•Increased customer satisfaction and company cost efficiency by overseeing the training and quality development of off-shore bilingual vendors.
•Supported the Ford Motor Credit Treasury funding initiative by coordinating quarterly reviews and audits with several investor groups, resulting in ratings of effective controls.
•Served on the Ford Motor Credit Diversity Counsel as well as provided diversity training to 1500 call center employees resulting in a 99.3% student satisfaction rating.
•Selected to manage the virtual classroom training for a Six Sigma Black Belt project to reduce financial change notice errors nation-wide, with a potential labor savings of 25 full-time employees per year.
Organization: Ford Motor Credit Company Location: Franklin, TN Job title: Customer Service Operations Manager Years and months employed: 5 Year(s) Responsibilities: Managed customer service departments of 70-120 representatives. Provided guidance to team leaders, handled employee performance and discipline. Monitored auto-dialer performance, tracked delinquency, and reduced repossessions and credit losses.
•Identified the need for a Spanish speaking inbound call unit which decreased Language Line costs by 50%. Received Six Sigma Greenbelt certification.
•Developed and implemented performance objectives for representatives, which improved the ability to measure call efficiency.
•Successfully launched a new receivables system, a new collections system, and a new auto-dialer simultaneously. Contributed to all testing and trouble-shooting by developing solutions to all major customer needs, boosting morale. Identified and implemented improvements necessary before company-wide launch.
•Promoted employee satisfaction events in the department to encourage employee camaraderie and work/life balance. Achieved an employee satisfaction survey score of 97% or higher for 5 consecutive years.
Organization: Ford Motor Credit Company Location: Franklin, TN Job title: Customer Service Department Manager Years and months employed: 4 Year(s) Responsibilities: Managed 50-70 representatives handling collections for several of the largest PRIMUS (all non-Ford private labels) regions. Communicated with the branch management regarding control of delinquency, repossessions and credit losses. Trained and supported Unit Leaders on employee improvement and efficiency.
•Achieved an employee satisfaction rating of 98% for 4 consecutive years.
•Coordinated the development of several specialty teams such as repossession reinstatement, total loss, and skip tracing.
•Managed schedules to ensure optimum phone coverage.
EDUCATION
Institution Name: University of Tennessee Location: Knoxville, TN Degree earned: Bachelor of Science Major/Concentration: Advertising Year Graduated: 1988
