Crystal Armstrong
Jacksonville,FL
Summary
Experienced DIrector of Operations proficient in managing Call Center operations with exceptional team supervision, project coordination and analytical problem-solving skills. Optimizes resource use to achieve challenging targets. Diplomatic in resolving disputes and coordinating diverse teams.
Overview
6
6
years of professional experience
Work History
Director of Operations
MCI
02.2022 - Current
- Oversaw daily operations as a Customer Service BPO, with a staff ranging from 150-300 depending on business needs.
- Championed quality assurance efforts by establishing rigorous standards and monitoring adherence to maintain high levels of service delivery.
- Oversaw business-wide changes to modernize procedures and organization.
- Developed a cohesive team environment through regular communication, collaboration, and constructive feedback.
- Led weekly meetings with staff to discuss progress updates, address concerns, and maintain open lines of communication.
- Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment.
- Developed, recommended and implemented measures to improve productivity, performance, quality and career path for staff members.
- Established operational objectives and work plans and delegated assignments to subordinate managers.
- Conducted quarterly business reviews with senior leaders to outline business wins and opportunities as well as establish high-level goals for the upcoming quarter.
Operations Manager
ERC
05.2020 - 02.2022
- Managed Call Center Operations with teams ranging from 4-10 Team Supervisors and 75-300 agents at any time.
- Supervised Team Supervisor staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize customer satisfaction.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Partnered with Quality manager to train and develop team member skillsets and competencies.
- Mentored junior personnel through onboarding processes and during ongoing training, promoting philosophies of constant improvement.
- Led weekly meetings with staff to discuss progress updates, address concerns, and maintain open lines of communication.
- Incentivized performance metric improvements through various programs and initiatives designed to reward exceptional effort and noteworthy contributions.
- Defined key performance indicators for employees to define clear, attainable landmarks for performance measurement.
- Assisted in research and analysis efforts by supplying input for forecasting, training program assessment and quality assurance program calibration.
- Maintained awareness of basic HR laws and regulations and kept up-to-date with company policies.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
Team Supervisor
ERC
01.2019 - 05.2020
- Facilitated strong relationships between our team and other departments leading to improved cross-functional collaboration.
- Resolved conflicts between team members diplomatically, maintaining a healthy working environment conducive to productivity.
- Evaluated team member performance regularly, providing guidance for professional growth and development.
- Collaborated with upper management to establish performance goals for the team and develop strategies for achieving them.
- Enhanced team productivity by implementing efficient workflow processes and monitoring daily progress.
- Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
- Developed a cohesive team environment through regular communication, collaboration, and constructive feedback.
- Monitored compliance with company policies as well as legal regulations ensuring adherence at all times.
- Documented coaching and development sessions, corrective actions and performance improvement plans to help staff meet key performance indicators.
- Defined key performance indicators for employees to define clear, attainable landmarks for performance measurement.
- Maintained understanding of overall business goals, tailoring new hires and continuing training towards reaching prescribed targets.
Customer Service Agent - Mortgage Servicing
ERC
02.2018 - 01.2019
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Fostered a positive work environment through active participation in team-building activities and initiatives.
Education
Bachelor of Science - Computer Science
Jacksonville University
Jacksonville, FL05.2014
Skills
- Operational Efficiency
- Operations Oversight
- Strategic planning and execution
- Process Improvement
- Quality Assurance
- Leadership training
- Performance Analysis
- Risk Mitigation
- Decision-Making
- Staff training/development
- Staff Management
- Employee Development
- Customer Service Management
- KPI Tracking
- Policy Development and Enforcement
- Coaching and Mentoring
- Technical Support
- MS Office
Timeline
Director of Operations
MCI
02.2022 - Current
Operations Manager
ERC
05.2020 - 02.2022
Team Supervisor
ERC
01.2019 - 05.2020
Customer Service Agent - Mortgage Servicing
ERC
02.2018 - 01.2019
Bachelor of Science - Computer Science
Jacksonville University
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