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call center director Resume
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| Desired Industry: Management |
SpiderID: 6834 |
| Desired Job Location: Dallas, Texas |
Date Posted: 5/4/2006 |
| Type of Position: Full-Time Permanent |
Availability Date: 5-15-2006 |
| Desired Wage: 60000 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: Yes |
Objective:
Dynamic senior level executive, willing to relocate, but prefer Dallas/Ft. Worth area, open to travel 25% of the time and committed to long term employment, with 15+ years of quantifiable achievement and proven record of profitability, productivity, continued growth and dynamic operational development. Offers extensive hands-on experience in strategic planning, capital appropriation, purchasing, management and operations in diverse call center and related settings; strongly desire to contribute skills to a financially sound organization with little to no downsizing/layoffs, complemented by solid leadership skills and as an inspirational team member with a proven proficiency in building partnerships, expansion, and strategic business development.
Experience:
MCI INCORPORATED (Riverbank, CA) 2003-2005
Senior Operations Manager––Developed and directed strategic plans for and managed the daily operations of the California Relay. Implemented processes enhancing efficiency and productivity throughout the call center. Directed and coached 3 operations managers, 11 managers, and 400+ operators to consistently meet or exceed goals. Fostered positive and constructive professional relationships with employees and customers.
♦ Played an integral role in seamlessly transitioning a new communication services contract by setting up call flow processes, implementing the top-performing staff, and monitoring compliance for all call types.
PROVIDIAN FINANCIAL (Arlington, TX) 1999-2002
Senior Manager of Back Office––Coordinated staffing and operations for back office and customer service functions. Maintained accounts for monetary, non-monetary, refund processing, and credit bureau departments. Monitored and ensured compliance with federal, state, and local regulations. Prepared all documentation for internal and external audits. Managed all Process Controls for NPO. Served as the key liaison between telecommunications and other command centers. Managed employee recruiting and retention.
♦ Built high-performing cross-functional teams with the talents to determine root causes of problems and implement solutions to increase quality and productivity while ensuring adequate support for multiple sites.
CTD INCORPORATED (Fort Worth, TX) 1998-1999
Director of Call Center Operations––Managed operations, technologies, and processes to optimize call handling efficiency, quality control, and customer satisfaction. Developed a strong core support group with low levels of operator turnover; authored a training manual. Supervised 56 employees and three managers.
TELESERVICE RESOURCES (Fort Worth, TX) 1985-1997
Managing Director of Operations Support––Contributed to developing and managing operating and service reliability standards along with techniques to improve quality and efficiency to surpass the competition. Hired as an operator and promoted to a management understudy in six weeks; advanced to the call center director after six years; and went on to become the managing director of operations support at headquarters.
Education:
Bachelor of Business Administration; Minor in Economics UNIVERSITY OF TEXAS (Arlington, TX)
Skills:
Excel, Word, Visio, Powerpoint, Access, Definity G-3, Prologix, TSYS.
Additional Information:
EXPERTISE
Organization Development Budgeting & Forecasting Regulatory Compliance
Business Development Capital Appropriation Contract Negotiations Relationship Building
Network Management Vendor Management Proposal Preparation Start-Up Operations
Profit & Loss Control Crisis Management Expense Reduction Sales Management
Strategic Planning Customer Service Quality Control Team Training
Reference:
REFERENCES
Christine Sloan
Manager of Training and Quality
MCI Incorporated
Riverbank, CA
(209) 838-3621 day/eve
ucsteen@charter.net
Jay Jaihouri
Vice President of Retail Payment Solutions
US Bank
Minneapolis, MN
(612) 973-1089 day
(763) 420-5860 eve
jay.jaihouri@usbank.com
Lynn Rabehl
Assistant Vice President of Loanline
Bank of America
Minneapolis, MN
(763) 416-1676 day/eve
lmrabehl@aol.com
Candidate Contact Information:
| Name: Brenda Wagner |
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| Street: |
Phone: 817-236-3771 |
| City: Fort Worth |
Fax: - |
| State: Texas |
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| Zip: 76179 |
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| Web Site: |
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