Aaron Parduhn
Las Vegas,NV
Summary
To share experience and knowledge while leading and improving a team. Lead Assistant with talent supporting senior managers and upper management in decision making and improved productivity. Manage administrative and clerical functions, scheduling, logistics, meetings and provide follow-up on important projects and initiatives. Strong organizational and communication skills with attention to detail and accuracy. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
30
30
years of professional experience
Work History
Contact Center Manager
Furry Land Mobile Grooming
Las Vegas, NV
02.2023 - Current
- Maintained up-to-date knowledge of products and services offered by the company in order to provide accurate information to customers.
- Ensured adherence to quality assurance processes such as scripting and call recording for all calls handled by the contact center.
- Created reports outlining key performance indicators such as average handle time, first call resolution, abandonment rate.
- Drafted budgets for equipment upgrades or additional personnel needed for meeting seasonal demands.
- Managed daily operations of the contact center, including staffing, scheduling, and customer service.
- Identified opportunities for process improvements based on feedback from customers and employees.
- Developed training materials for new and existing staff members on call handling procedures, policies, and customer service techniques.
- Oversaw implementation of new technologies such as automated dialers or CRM systems into the contact center environment.
- Monitored and evaluated employee performance to ensure compliance with company standards.
- Conducted regular meetings with supervisors and agents in order to discuss any issues or concerns that may arise during operations.
- Updated customer accounts, addresses and contact information within call management databases.
- Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
- Prepared staff work schedules and assigned team members to specific duties.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Formed and sustained strategic relationships with clients.
Senior Team Leader
Knoah Solution/24-7 Intouch
Las Vegas, NV
06.2020 - 01.2023
- Managed Team of 40+ for Essex Campaign while maintaining Team QA average above 95%, Schedule Adherence above 90%, and promoting Employee Engagement
- Facilitated new hire and Recursive Training
- Maintained daily client communications to include additional KPI data when requested
- Created monthly Budget Forecasts and prepared monthly Invoice for client
- Created Weekly, Monthly, Quarterly Business Review presentations for client
Customer Service Manager
Goodwill of Southern Nevada
10.2019 - 02.2020
- Responsible for all front of house operations including store cleanliness, presentation and inventory availability
- Supervised cashiers, prepared end of day financial reports and balanced out cash registers, petty cash, and nightly deposits.
- Introduced higher standards for customer service and increased efficiency by streamlining operations
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
Customer Care Manager
FarHeap/Overnight Prints
Las Vegas, NV
06.2017 - 09.2019
- Managed 50+ local and remote agents for inbound contact centers
- Conducted new hire and continued training
- Ensured compliance of agent metrics and company policies
- Assisted and performed all Billing functions
Assistant Phone Room Manager
Precision Opinion
Las Vegas, NV
06.2011 - 01.2017
- Supervised Quality Assurance Staff
- Ensured client production targets were met with 500+ agents during peak seasons with all quality requirements obtained
- Conducted new hire and special project training
Community Service Coordinator
U.S. Vets
Las Vegas, NV
02.2011 - 06.2011
- Coordinated all onsite community service
- Acted as liaison between staff and clients.
Handyman
Las Vegas Realty
Las Vegas, NV
03.2010 - 02.2011
- Performed routine maintenance for company properties
- Assisted with remodeling of company properties
Bartender
Circus Circus Hotel and Casino
Las Vegas, NV
12.2005 - 03.2010
- Provided customer services and maintained cleanliness and operability of company bars
- Trained apprentice bartenders.
Bartender
Boardwalk Hotel and Casino
Las Vegas, NV
01.2000 - 12.2005
- Provided customer services and maintained cleanliness and operability of company bars
- Trained apprentice bartenders.
Electronics Technician
United States Navy
01.1994 - 01.2000
- Operated and maintained Reactor Control monitoring equipment onboard U.S Navy submarines
- Responsible for continued training of all Reactor Controls Division personnel.
Education
Associate of Arts - Nuclear Technology
University of Phoenix
Nulcear Propulsion
Naval Nuclear Prototype School
Nuclear Propulsion
Naval Nuclear Power School
Nuclear Field Electronics Technician - Electronics
Electronics Technician "A" School
Mundelein High School
Skills
- P>Conflict management
- P>Staff education and training
- P>Client Service
- P>Key performance indicators
- Budgeting and Finance
- Crisis Management
- Industry Expertise
- Compliance Knowledge
- Coaching and Mentoring
- Staff Recruitment
- Workforce Management
- Quality Control Optimization
- Information Tracking
- Training Management
- Call Monitoring
- Quality Assurance
- Employee Motivation
- Account Updating
- Staff Motivation
- Technical Support
- Training Coordination
- Report Writing
- Reporting Skills
- Schedule Coordination
Timeline
Contact Center Manager
Furry Land Mobile Grooming
02.2023 - Current
Senior Team Leader
Knoah Solution/24-7 Intouch
06.2020 - 01.2023
Customer Service Manager
Goodwill of Southern Nevada
10.2019 - 02.2020
Customer Care Manager
FarHeap/Overnight Prints
06.2017 - 09.2019
Assistant Phone Room Manager
Precision Opinion
06.2011 - 01.2017
Community Service Coordinator
U.S. Vets
02.2011 - 06.2011
Handyman
Las Vegas Realty
03.2010 - 02.2011
Bartender
Circus Circus Hotel and Casino
12.2005 - 03.2010
Bartender
Boardwalk Hotel and Casino
01.2000 - 12.2005
Electronics Technician
United States Navy
01.1994 - 01.2000
Associate of Arts - Nuclear Technology
University of Phoenix
Nulcear Propulsion
Naval Nuclear Prototype School
Nuclear Propulsion
Naval Nuclear Power School
Nuclear Field Electronics Technician - Electronics
Electronics Technician "A" School
Mundelein High School
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