Celia Thomas
Ocala,Florida
Summary
Celia Thomas has 24 total years of experience in the call center industry, including 9 years of Call Center Management. She has extensive knowledge in overseeing day to day operations and attaining Corporate, Center and Client objectives through effective development of staff and agents. She is well versed in managing both Inbound and Outbound projects. During her career she has been assigned to various clients from B2B to B2C and has a hand in startup programs. The Department of Children and Families requires 175 agents to receive and assist with 6,556 calls on a daily average. Operation is charged with managing client metrics such as, Average Speed of Answer, After Call Work, Average Handle Time and Average Calls Abandon. Celia previously managed outbound royalty programs such MADD and Special Olympics. The Sponsor program required strong selling skills and high motivation. The goal of 1.25 Sales per Hour (SPH) The Sponsor project held 80 agents with and hour’s budget of 1125 plus per week. As a result of her leadership and her clear vision for her center, her team was successful in obtaining overall metrics.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Director of Operations
DialAmerica
Ocala, United States
05.2019 - Current
- Oversaw a 24/7 day-to-day operations, activities in accordance with business objectives.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Defined, implemented and revised operational policies and guidelines.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Fostered a growing department where teamwork was essential and an open-door environment was the standard to promote positive dialogue within the department and company.
- Conducted team performance reviews. Success Factors; strengthening focus on company’s core competencies and initiatives
- Directed the development, implementation and subsequent facilitator training of company’s new-hire orientation including HR policies, state and federal legal issues and company resources
- Coached and developed staff and agents on compliance with federal and state regulations, interviewing techniques and best practices, progressive discipline process and employee relations
- Devised creative and cost-effective incentive and morale-boosting programs (including special events and a tiered awards structure) that increased employee satisfaction and productivity
- Trained employment team on interviewing techniques and best practices, conducting team and one-on-one coaching sessions that contributed to sound hiring decisions and performance
Manager of Contact Center Operations
DialAmerica
Ocala, United States
05.2019 - 07.2021
- Responsibilities include developing objectives for the call center’s day to day activities and conducting effective planning to maximize operational efficiencies. Collecting and analyzing data statistics, evaluating performance on the agent and team lead level to develop a strategic plan to in order to meet client expectations.
- Established and oversaw performance targets for call center associates.
- Responsible for delegating tasks to ensure proper coverage of functions and ensuring quality expectations meet State, Federal, Corporate and Client compliance for all programs including notification program
- Responsible for all proper documentation to be organized and secured in preparation for a Federal audit. She is responsible for managing three different segments of the state program: Customer Service Center Agents, Message Center Agents, and Fulfillment
- Directs the development, creation, implementation and subsequent facilitator training of company’s new-hire orientation including HR policies, state and federal legal issues and company resources.
- Provides strong dynamic leadership that mentors, develop and trains team members to efficiently impact agent metrics
- Manage and expand clients and coworker relationships
- Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
- Perform audit checks to remain PCI compliant
Education
Bachelor of Science - Business Administration And Management
College of Central Florida
Ocala, FL05.2018
Skills
- Business Leadership
- Hiring and Onboarding
- Focus and Follow-Through
- Program Optimization
- Policy Development and Enforcement
- Performance Monitoring and Evaluation
- Supplier Monitoring
- Process Improvement
- Lean Methodology
- Quarterly Reviews
- Six Sigma Methodologies
Certification
Certified Lean Six Sigma FLORIDA INSTITUTE OF TECH April/2020
Green Belt
Timeline
Director of Operations
DialAmerica
05.2019 - Current
Manager of Contact Center Operations
DialAmerica
05.2019 - 07.2021
Bachelor of Science - Business Administration And Management
College of Central Florida