Damion Morse
Farmington
Summary
Bringing expertise in operations management and team leadership, resolving customer issues swiftly while maintaining high satisfaction. Skilled in strategic planning and staff development, fostering efficient workflows and optimizing resource allocation. Proficient in monitoring key performance indicators to align team efforts with organizational goals.
Experienced with leading operations teams to achieve streamlined processes and efficient workflows. Utilizes strong problem-solving skills and effective resource management to drive operational success. Track record of fostering team collaboration and delivering consistent results in dynamic environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Operations Team Lead
Proof Serve
Detroit, MI
09.2025 - Current
- Streamlined operational workflows, enhancing efficiency and reducing turnaround times.
- Mentored team members to improve performance and ensure adherence to quality standards.
- Led daily operations meetings, promoting transparency and aligning team objectives with company goals.
- Implemented quality control measures to reduce errors and ensure consistent standards across all operations tasks.
- Assisted upper management in developing long-term strategic plans for departmental growth and success.
- Analyzed operational data to identify trends and optimize resource allocation effectively.
- Exercise best judgment to provide clear and professional written communications to clients and providers, including resolving escalated disputes and grievances.
- Implemented process improvements that increased productivity while maintaining excellent quality standards
- Streamlined workflow processes, resulting in improved overall team efficiency and effectiveness.
- Championed continuous improvement initiatives within the team, promoting a culture of innovation and excellence in operations management.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Manage team performance as a supervisor using data driven metrics and strategies.
- Exercise best judgment to provide clear and professional written communications to clients and providers, including resolving escalated disputes and grievances.
- Ensure platform jobs are compliant and completed to client specifications, on time, and within budget.
- Identify, solve, and escalate platform issues.
- Adapt quickly to unique obstacles, taking an iterative approach to solving problems and then scaling them.
- Collaborate closely with cross-functional teams, including Marketing, Customer Experience, and Product.
- Execute on data-driven strategies and processes, flexing to address the team’s needs
Operations Manager
Qualfon | USAA BANK
Highland Park, Michigan
12.2024 - 08.2025
- Resolved customer issues quickly and professionally while maintaining high customer satisfaction ratings.
- Managed the daily operations of multiple departments to maximize efficiency.
- Developed talented team, participating in hiring, coaching, and performance management processes.
- Supervise and lead a team of call center Advocates to ensure excellent customer service delivery.
- Provide guidance, support, and training to Advocates to improve performance.
- Foster a positive team culture and encourage professional development.
- Ensure efficient call center operations, minimizing hold times and optimizing resource allocation.
- Oversee the accuracy of customer records and data entry.
- Streamline processes and workflows to improve efficiency.
- Monitor and manage key performance indicators (KPIs) to ensure team performance aligns with organizational goals.
- Track and analyze metrics such as call volume, average handling time, first-call resolution, and customer satisfaction scores.
- Develop strategies to improve KPI performance.
Manager of Inbound Sales
Comcast/NBC Universal
Plymouth, Michigan
09.2010 - 11.2024
- Developed and implemented training resources, to train staff.
- Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and needs of the business.
- Managed day-to-day performance of the sales team by the goals of the department.
- Coached and developed team members on sales processes and techniques.
- Communicates business initiatives, performance standards, and process/policy know-how striving for high performance and compliance.
- Ensures a culture consistent with the expectations of the company by selecting the best talent and inspiring them daily with a focus on development, feedback/coaching, sales and service excellence, training, and personal accountability.
- Leverages available tools to monitor customer feedback, coach, and take action to improve experience.
- Reviews and analyzes operational and financial reports to improve operational performance and metrics.
- Builds collaborative relationships with market, region, and division stakeholders.
- Delivered world-class customer and employee experience, achieving sales goals, and running an operationally sound business.
- Conducted regular meetings with staff members to review progress toward goals and address any issues or concerns.
- Successfully supervised a team of 15 or more sales representatives, providing coaching and development support to meet sales and productivity goals.
- Monitored sales staff performance to ensure that goals are met.
- Hired, trained, and evaluated personnel.
- Identified opportunities for process improvements within the training department.
- Conducted needs assessments to identify gaps in employee knowledge and skillsets.
New Hire Trainer and Support Lead
Comcast/NBC Universal
Plymouth, Michigan
01.2007 - 09.2010
- Developed strategies to promote a culture of continuous learning among staff members.
- Revised existing course materials based on feedback from learners and stakeholders.
- Created and delivered engaging presentations to groups of up to 50 people.
- Facilitated team-building activities that encouraged collaboration between departments.
- Maintained detailed records of employee training activities and progress.
- Reported and evaluated progress of employees under guidance during training periods.
- Updated existing training programs for new work processes, process modifications, and system upgrades.
- Utilized CRM software to track leads, manage campaigns, and monitor performance metrics.
- Demonstrated expertise in leading teams of sales professionals to achieve ambitious goals.
- Identified opportunities for product upsells and cross-selling through targeted marketing campaigns.
Education
Marketing
Southern University and A & M College
LouisianaProfessional Certificate - Leadership and Management
University of Phoenix
AZ06-2024
Professional Certificate - Small Business Finance & Entrepreneurship
University of Phoenix
AZ06-2022
High School Diploma - undefined
Columbia High School
06-1991
Skills
- Strategic planning
- Staff training and development
- Staff Management
- Target setting
- Goal oriented
- Problem-solving
- Multitasking Abilities
- Organizational skills
- Excellent communication
- Reliability
- Self motivation
- Learning management systems
- Mentoring
- Program implementation
- Collaborative team player
- Team leadership
- Operations management
- Documentation
- Workforce planning
- Sales and marketing
- Sales team motivation
- Sales presentations
- Sales process optimization
- Sales coaching
- Operational excellence
Accomplishments
- Top 5 division sales leader
- Elite sales leader in region (Multiple Awards)
- Top leader in virtual recognition engagement
- National sales champion (Multiple Selections)
- Site elite sales leader (Multiple Selections)
Certification
- Small Business Finance and Entrepreneurship
- Leadership and Management
Timeline
Operations Team Lead
Proof Serve
09.2025 - Current
Operations Manager
Qualfon | USAA BANK
12.2024 - 08.2025
Manager of Inbound Sales
Comcast/NBC Universal
09.2010 - 11.2024
New Hire Trainer and Support Lead
Comcast/NBC Universal
01.2007 - 09.2010
Professional Certificate - Leadership and Management
University of Phoenix
Professional Certificate - Small Business Finance & Entrepreneurship
University of Phoenix
High School Diploma - undefined
Columbia High School
Marketing
Southern University and A & M College