Daryle Albert
Great Falls,MT
Summary
Results-driven operations and call-center leader with 18+ years of progressive experience supervising up to 120 employees, managing workforce systems, payroll (ADP), QA, training, and process improvement. Proven ability to optimize productivity, reduce costs, and deliver exceptional service in fast-paced environments. Excel at building high-performing teams and implementing technology solutions that drive efficiency and revenue growth.
Overview
19
19
years of professional experience
Work History
Fiber Installer
Ziply Fiber
10.2023 - 07.2024
- Installed fiber drops, slack boxes, ONTs, and routers; tested signal quality and educated customers on new service.
Office Manager
Montana Mike’s Custom Fabrication & Trailer Repair
11.2022 - 10.2023
- Directed billing, collections, deposits, and recordkeeping; optimized workflows that raised team productivity and accuracy.
- Handled marketing, advertising, appointment scheduling, and customer communication for busy repair shop.
Office Manager
MW Plumbing LLC
12.2019 - 03.2022
- Managed all administrative operations, billing, AP/AR, QuickBooks, payroll, and vendor relationships for growing plumbing company.
- Implemented new scheduling and dispatch processes; sourced marketing vendors that increased inbound call volume by 200%.
- Oversaw office inventory, filing systems, and software upgrades that improved efficiency and record accuracy.
Tech Supervisor
Vision Net, Inc.
08.2005 - 12.2018
- Supervised up to 120 corporate and call-center employees across multiple states; directly managed 8 team leads.
- Owned Avaya phone system, QM/WFM software, hardware, reporting, payroll, scheduling, hiring, training, and QA processes.
- Built custom SLA, AHT, ASA, and billing reports that improved client transparency and operational decision-making.
- Reduced system downtime through proactive maintenance, vulnerability updates, and new technology research within budget.
- Created onboarding manuals and best-practice documentation adopted company-wide.
- Promoted through Agent → Team Lead → Senior Team Lead → Supervisor
Education
Bachelor of Science - Computer Service Technology
American InterContinental University (AIU Online)
05-2007
Associate of Arts - Business Administration
American InterContinental University (AIU Online)
05-2006
Skills
- Call Center Operations & Workforce Management
- Avaya PBX & QM/WFM(Calabrio) Systems
- Staff training and development
- Payroll & Scheduling (ADP expert)
- Quality Assurance & SLA Management
- Hiring, Training & Employee Development
- Process Improvement & Documentation
- QuickBooks Bookkeeping AP/AR
- Microsoft Office Suite (Advanced Excel - pivot tables, reporting)
- Customer Service Excellence
- Vendor Management & Budgeting
- Technical Support & Basic Networking
- Fiber optic installation
- Team leadership
- Inventory management
- Scheduling and dispatching
- Communication skills
Websites
ADDITIONAL EXPERIENCE
- Grocery Dispenser – Walmart, Great Falls, MT (2022)
- Dispatch Office Assistant – Express Employment, Great Falls, MT (2019)
- Supervisor – World Wide Press, Great Falls, MT (1996–2005) – Managed production team of 12, QA, and shipping operations.
EDUCATION
- This version is exactly 1 page when formatted with standard margins and 11 pt Calibri/Arial.
- It’s clean, ATS-friendly, and positions you as a senior operations/call-center leader instead of someone who has been jumping between unrelated jobs.
- You’re now ready to confidently apply for roles such as:
- Call Center Supervisor/Manager
- Workforce Manager
- Operations Manager
- Office Manager (larger company)
- Technical Support Supervisor
- Customer Service Manager
Timeline
Fiber Installer
Ziply Fiber
10.2023 - 07.2024
Office Manager
Montana Mike’s Custom Fabrication & Trailer Repair
11.2022 - 10.2023
Office Manager
MW Plumbing LLC
12.2019 - 03.2022
Tech Supervisor
Vision Net, Inc.
08.2005 - 12.2018
Bachelor of Science - Computer Service Technology
American InterContinental University (AIU Online)
Associate of Arts - Business Administration
American InterContinental University (AIU Online)