Deborah A Grygoruk
Fuquay Varina,NC
Summary
Results-oriented Contact Center Director with a proven track record in strategic planning. Continuously surpassing productivity goals, maintains a high level of professionalism, patience, and efficiency. Success stems from expertise in personnel and workflow management, consistently delivering exceptional outcomes.
Overview
30
30
years of professional experience
Work History
Contact Center Director
MyComputer Career
09.2022 - Current
- Directed a department of up to 30 Success Coordinators
- Charged with facilitating information flow between the contact center, Marketing, admissions directors, and staff, also the Online campus
- Oversight of quality assurance to guarantee excellent customer service
- Collaborating with the Leadership Team in formulating and enforcing contact center policies and procedures, and all quality assurance measures
- Responsible for running the department and overseeing tasks
- Managing the contact center database, including verifying, editing, and modifying lead information
- Payroll and scheduling of team members
- Overseeing the training of new Success Coordinators, and continuing training of current members
- Train incoming Assistant Directors who all report to me
- Hold weekly calibrations with Assistant Directors to ensure Quality Assurance of Success Coordinator Advisors
- Assist in monitoring all Assistant Directors and their teams
- Weekly spreadsheets for productivity on all Success Coordinators
- Weekly spreadsheets for effectiveness numbers for all Success Coordinators
Manager of Contact Center
My Computer Career
12.2015 - 01.2022
- Collaborating with the Executive Manager in formulating and enforcing contact center policies, procedures, and quality assurance measures
- Responsible for the management of the team during the absence of the Executive Director
- Charged with facilitating information flow between the contact center, Marketing, admission directors and staff, IDL campus, in addition to oversight of quality assurance to guarantee excellent customer service
- Managing the contact center’s database, including verifying, editing, and modifying lead information
Senior Career Advisor
My Computer Career
05.2015 - 12.2015
- In addition to Team Lead duties:
- Responsible for training and supervising new hires
- Supported the Executive Director in ensuring appropriate changes were made to improve performance and productivity
- Assisted with developing the contact center’s operations, quality, and training processes
- Conducted quality assurance on reporting systems and provided constructive feedback to Career Advisors regarding any reporting inaccuracies
Team Lead, Full-Time
My Computer Career
03.2015 - 05.2015
- In addition to Associate Admissions Director duties:
- Supported the Executive Director with technical support during the integration and implementation process of new systems
- Demonstrated mastery of contact center call script within specified timeframes
- Trained staff on how to improve the quality of lead interactions
- Ran reports and supplied data to fulfill lead report requirements
- Ensured that records were maintained and up-to-date accordingly
Associate Admission Director
My Computer Career
08.2013 - 03.2015
- Communicated with incoming students for five (5) campuses in several States
- Created a New Student profile and prepared for financial aid
- Set appointments for all pre-admissions tasks
- Worked side by side with the leadership team to keep things running smoothly for admissions and tours of campuses
Manager/full-service Hairdresser
Fantastic Sams
04.1997 - 12.2003
- Managed salon operations
- Responsible for maintaining excellent client relations
- Managed payroll and deposits
- Supervised employees
- Managed supplier relationships
- Ordered supplies
Manager/Full-Service Hairdresser
Phillip Charles Salon and Spa
11.1994 - 04.1997
- Managed salon operations
- Build and maintained a book of clients
- Responsible for maintaining excellent client relations
- Managed payroll for salon staff
- Supervised employees
- Responsible for supplier relationships
- Ordered supplies
Education
Oakland Community College
01.1992
Licensed Cosmetologist -
Michigan College of Beauty
Troy, Michigan01.1994
Skills
- Contact center management
- Process improvements
- Problem-solving
- Data integrity
- Weekly Reporting
- Social Media support
- Email campaign support
- Five Nine support
- Customer Relationship Management software
- Salesforce
- CRM
- Customer service standards
- Coaching and mentoring
- Crisis management
- Workforce management
Accomplishments
- Contact Center Director, 09/22, Present
- Contact Center Senior Assistant Director, 01/20, 12/22
- Assistant Director of Inside Sales, 01/19, 12/20
- Manager, 12/16, 12/22
- Team Lead, 03/15, 12/15
- Senior Career Advisor, 05/15, 12/15
- Master Career Advisor, 12/15, 12/15
- Played an instrumental role in increasing overall conversion rates, 10/14
Community Service
- Apex Sports Authority, Organize and run field events, which include concessions, field set-up, and clean-up. Former Coach for Pop Warner Little Scholars (Cheer Coach) Football. Choreographer for competitive cheer teams. Fully background checked for Wake County Public Schools.
- Outreach, Battered Women and Children’s Home, Donate professional services: Once per month, I provide salon services – free haircuts and manicures – to abuse victims. It is my way of offering a bit of normalcy in their lives, during such a trying time.
Timeline
Contact Center Director
MyComputer Career
09.2022 - Current
Manager of Contact Center
My Computer Career
12.2015 - 01.2022
Senior Career Advisor
My Computer Career
05.2015 - 12.2015
Team Lead, Full-Time
My Computer Career
03.2015 - 05.2015
Associate Admission Director
My Computer Career
08.2013 - 03.2015
Manager/full-service Hairdresser
Fantastic Sams
04.1997 - 12.2003
Manager/Full-Service Hairdresser
Phillip Charles Salon and Spa
11.1994 - 04.1997
Licensed Cosmetologist -
Michigan College of Beauty
Oakland Community College
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