Davina Plaster

Operations Manager

Teaching Strategies

08.2018 - Current

Over the past few years I have been promoted three times
My position started as a customer service agent; it was my duty to provide the clients with information to build their knowledge base while ensuring that the customers are taken care of to the extent that is given with my credentials
I also helped the agents when using Floor Support in extending their knowledge and answering their questions
After 8 months I was promoted to a Subject Matter Expert
I continued to provide floor support but I also did Quality Analysis for the Team Leads and met with the client each week to discuss any trends and first call resolution
I continued to do that for 2 months and then I was promoted to Team Lead
My job was to provide support to my agents, Subject Matter Expert, and my Operations Manager
I continued to help with floor support, I met with each member of my team for one-on-one coaching and team meetings every week
The client and I meet for weekly business reviews, first call resolution and workforce management to ensure that our trends, KPI's and forecasting are within goal.
After 2 years I was promoted to Operations Manager
Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Developed and implemented strategies to maximize customer satisfaction.
Increased profit by streamlining operations.
Led hiring, onboarding and training of new hires to fulfill business requirements.
Supervised operations staff and kept employees compliant with company policies and procedures.
Analyzed and reported on key performance metrics to senior management.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Reported issues to higher management with great detail.
Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Interacted well with customers to build connections and nurture relationships.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Tracked trends and suggested enhancements to both challenge and refine company's product offerings.