Summary
Overview
Work History
Education
Skills
Timeline
OperationsManager

Bryant K. Daniels

Austin,TX

Summary

Dynamic and results-driven Operations Manager with 15+ years of progressive leadership experience in call center operations, customer service, and business growth strategy. Proven ability to lead large teams, build scalable systems, and implement innovative processes that elevate performance, enhance compliance, and boost customer satisfaction. Strong background in SaaS environments, HIPAA compliance, quality assurance, and high-volume workforce management. A champion of operational excellence, employee development, and cross-functional collaboration.

Overview

20
20
years of professional experience

Work History

Operations Manager

iEnergizer of Texas
01.2017 - Current
  • Direct operations for a high-performance call center environment, overseeing over 500 employees across multiple departments.
  • Designed and implemented end-to-end workflows and SOPs, resulting in a 30% increase in process efficiency.
  • Spearheaded the creation of employee-facing material, training documents, escalation protocols, and QA metrics.
  • Introduced scalable solutions tailored for SaaS platforms and HIPAA-compliant environments.
  • Developed real-time data dashboards and reporting systems for executive leadership.
  • Fostered a culture of growth, accountability, and performance through coaching, recognition, and strategic hiring.
  • Maintained exceptional attendance, professionalism, and team morale while promoting internal advancement.
  • Liaised with executive leadership to propose process enhancements, onboarding innovations, and new business opportunities.

Senior Supervisor

iEnergizer of Texas
01.2014 - 01.2017
  • Managed daily floor operations, leading supervisors and agents to meet KPIs and service-level goals.
  • Coordinated scheduling for multiple departments, ensuring coverage and productivity.
  • Led daily KPI meetings with supervisors and department heads to align on performance goals.
  • Oversaw KPI processing and data reporting to inform strategy and coaching priorities.
  • Delivered advanced coaching, performance analysis, and employee retention initiatives.
  • Developed KPI projections for short-term and long-term goal planning.
  • Reduced handling times and escalations through real-time monitoring and process improvement.
  • Played a key role in quality assurance audits, compliance reporting, and feedback implementation.

Supervisor

iEnergizer of Texas
01.2012 - 01.2014
  • Directed Tier 1 and Tier 2 support teams, ensuring high-quality customer experiences and adherence to call center standards.
  • Conducted regular quality assurance checks and balances to ensure compliance and performance.
  • Delivered focused coaching sessions and uptraining to improve team capabilities and service delivery.
  • Built and executed cross-training programs to strengthen team flexibility and skill coverage.
  • Conducted team huddles, performance reviews, and scheduling coordination.

Tier 1 & Tier 2 Agent

iEnergizer of Texas
01.2010 - 01.2012
  • Recognized for rapid growth due to consistent call quality, professionalism, and technical troubleshooting.
  • Handled inbound and outbound calls with an emphasis on empathy, accuracy, and efficiency.
  • Maintained a calm and professional demeanor under pressure while handling challenging customer situations.
  • Demonstrated strong de-escalation techniques and emotional intelligence in difficult customer interactions.
  • Provided creative and effective problem-solving solutions to ensure first-call resolution.
  • Utilized customer support platforms such as Zendesk, Freshdesk, Salesforce, Jira, and ServiceNow.
  • Achieved top call completion rates, resolution times, and customer satisfaction scores.

Sales Associate / Customer Service Specialist

Dillard’s, Inc.
01.2006 - 01.2010
  • Delivered premium customer service in a high-volume retail environment.
  • Earned top sales rankings through personalized service, product expertise, and relationship building.
  • Resolved customer issues with professionalism, driving retention and satisfaction.
  • Applied strong business logic to improve daily operations and drive store success.
  • Demonstrated deep product knowledge across multiple departments to guide purchasing decisions.
  • Used active listening to identify customer needs and match them with appropriate solutions.
  • Contributed to store layout planning, visual merchandising strategies, and in-store marketing efforts.

Education

High School -

LBJ High School
Austin, TX
05-2005

Skills

  • Operations Management & Process Design
  • Workforce Optimization (500 Staff)
  • Customer Experience & Retention Strategy
  • SaaS, HIPAA & Data Security Compliance
  • Quality Assurance & Performance Metrics
  • Training Development & Coaching
  • Microsoft Office Suite & Data Reporting (Excel, Word, PowerPoint, Outlook)
  • Strategic Planning & Cross-Functional Leadership
  • Script Development, SOPs, and Troubleshooting Frameworks
  • Excel Data Analytics, Power BI, and Visual Reporting
  • Verbal and Written Communication
  • Leadership, Teamwork, and Adaptability
  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service
  • Decision-making
  • Operational efficiency

Timeline

Operations Manager

iEnergizer of Texas
01.2017 - Current

Senior Supervisor

iEnergizer of Texas
01.2014 - 01.2017

Supervisor

iEnergizer of Texas
01.2012 - 01.2014

Tier 1 & Tier 2 Agent

iEnergizer of Texas
01.2010 - 01.2012

Sales Associate / Customer Service Specialist

Dillard’s, Inc.
01.2006 - 01.2010

High School -

LBJ High School

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Bryant K. Daniels