Call Center Operations Manager
Resume:
Demetrius Hardy
Reston, VA 20190
ad61p5@r.postjobfree.com
OBJECTIVE:
Goal-driven, detail oriented, operations manager with 15+ years’ experience in business administration and communications, is a dedicated, effective leader with a proven methodology to solve complex problems, reduce costs, streamline processes and able to establish, nurture and maintain business partnerships, looking to use my knowledge and experience to obtain a fulltime position.
EDUCATION:
University of South Alabama, Mobile, AL
Bachelors Degree in business Administration and Communications – Graduation April 1999
Phi Beta Sigma Fraternity Incorporated current member for 27 years
Prince Hall Affiliated Free Masons member for 28 years
SKILLS: MS Office, Oracle, ERP Systems, Call Center Operations, Business Systems, Buying and Purchasing, Inspection Analyst with HUD, Strategic Communication and Contract Review. Additionally, I have experience with Public Relations and Human Resources.
EXPERIENCE:
Communications and Business Administration experience as follows:
Implement mechanisms to monitor agent performance, quality assurance, and key performance indicator (KPI) tracking. Analyze data to identify areas for improvement, address performance gaps, and enhance overall customer experience.
Develop and implement customer service strategies that align with organizational goals. Foster a customer-centric culture among agents, emphasizing empathy, active listening, and problem-solving skills. Regularly review customer feedback and implement necessary changes to improve satisfaction levels.
Establish quality control measures to maintain service standards and comply with industry regulations. Conduct regular audits, analyze call recordings, and provide constructive feedback to agents to ensure adherence to protocols, compliance requirements, and regulatory guidelines.
Provide opportunities for skill enhancement, product knowledge updates, and customer service training. Encourage cross-training to create a versatile workforce capable of handling diverse customer needs.
Generate reports and provide regular updates on call center performance, including key metrics, call volume, customer satisfaction, and agent productivity. Use analytics to identify trends, make data-driven decisions, and communicate insights to key stakeholders.
Trained 100+ new call center personnel and prepared them to respond to customer questions and complaints.
Service level agreements by exceeding goals of 80% of calls answered.
Maintained and improved call center operations by monitoring system performance, identifying and resolving problems; reduced processes by 50%
Conducting comprehensive assessments and engaging in dialogue to help gain insights into their unique challenges and aspirations.
Designed programs that catered to the diverse needs of people with disabilities. Incorporate a person-centered approach to ensure individualized support.
Monitor program effectiveness, collect data, and analyze outcomes to track progress and identify areas for improvement.
Conducted training sessions for staff members and volunteers to enhance their knowledge and understanding of disability-related issues to create a supportive environment for individuals with disabilities.
Participated in multiple community volunteer activities and outreach programs.
WORK HISTORY:
Inspection Analyst/Administrator with HUD – January 2024 to present, 30 HRS, staffing agency, Pensacola, FL
- While in the role of Operations Manager, with more than 15 years experience, I applied strategic communications and contract negotiations experience to ensure all aspects of the Company’s expectations were successfully met. My leadership abilities and management skills proved to be a valuable asset to the position of Operations Manager.
Primary Caregiver for Parents - August 2022 to January 2024, 24 HRS 7 days week, Tuscaloosa Alabama
Program Manager – July 2021 to August 2022, 40HRS, ARC Jefferson County, Birmingham, AL
-I over saw operations created, developed, and managed the Direct Support Professionals Department at Arc. Also created proven strategies to enhance the client experience ensuring a satisfied returning clientele base as well as new clients.
Call Center Operations Manager – May 1999 to July 2021, 40 HRS, Navy Federal Credit Union, Pensacola, FL
-In my role as inspections analyst, I created action plans to streamline the scheduling process for inspections. Also discussed and negotiated inspection dates and times with landlords, property managers, and tenants ensuring all rules and regulations as outlined by the Housing and Urban Development (HUD) department were successfully met.
REFERENCES AVAILABLE UPON REQUEST
Communication program manager business administration degree
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