Hi, I’m
Delvin Edwards
Farmers Branch,USA
Summary
Enthusiastic and proactive Senior Manager with experience in various spaces and using CCaaS solutions, applications in service delivery. Experience in Continuous Improvement & Quality Assurance strategies within the Contact Center Operations Management space.14 years of Contact Center Operations management practical experience, 7 years BPO Outsourcing / Vendor management, proficient in delivering and facilitating employee training while incorporating Lean, Six Sigma, and ISO principles 10 years of Quality Assurance management. Demonstrated expertise in fostering cross-functional collaboration and 3rd party service delivery functions, executing superior quality management practices, applying best practices and proficiently leading teams. Additionally, adept in process mapping and design, as well as SOP Knowledge base repository management.
Overview
27
years of professional experience
Work History
Hydromax USA
Customer Experience Manager (Contact Center Operations)
12.2024 - Current
Job overview
- Led the recruitment, onboarding, and development of a high-performing contact center team, ensuring alignment with business objectives and customer service excellence; Successfully transitioned contact center operations from Seattle to the Dallas area, ensuring a seamless relocation with minimal disruption to service delivery.
- Oversaw daily operations, including staffing, scheduling, quality assurance, and performance management to drive efficiency and service delivery.
- Established and maintained high standards for customer interactions by implementing best practices, ongoing training, and coaching programs to enhance service quality.
- Identified and implemented automation tools and relevant technology to improve operational efficiency, reduce costs, and streamline workflows.
- Implement and manage automated scheduling software to optimize workforce utilization and minimize labor costs.
- Monitored key performance metrics, identified trends, and introduced data-driven strategies to enhance agent productivity and customer satisfaction.
- Handled escalated customer concerns, implementing timely and effective solutions to maintain service quality.
- Cultivated a positive, collaborative work culture by providing continuous learning opportunities, career development plans, and coaching sessions.
- Prepared and analyzed performance reports to drive informed decision-making and continuous process improvements.
Moxie Pest Control
Sr. Manager of Continuous Improvement / Quality Assurance Manager
07.2022 - 06.2024
Job overview
- Drive the establishment and nurturing of a culture of continuous improvement, setting and upholding high standards for process efficiency. Maintain a customer-centric focus throughout project delivery, mitigating risks and enhancing overall process effectiveness.
- Apply Lean, Six Sigma and ISO principles to optimize performance across all business units, driving efficiency and effectiveness throughout operations.
- Oversee the management of our SOP/Continuous Improvement Hub, serving as the repository for all departmental processes, procedures, and guidelines. Responsible for creating and publishing Zendesk articles to communicate any process changes or updates effectively.
- Service as the (SME) for all procedures and processes.
- Develop Process Flow maps for all revised processes and publish them through the Zendesk knowledge base for easy access and reference.
- Conduct thorough root cause analysis to assess the potential impact of proposed changes of processes, procedures, and guidelines.
- Ensure timely updates to all relevant processes in response to significant proposed changes.
- Engage in daily collaboration sessions with the key stakeholders to drive cross-functional projects and initiatives forward.
- Lead a team of (5) QA Analysts dedicated to optimizing operations and delivering actionable insights to department managers and supervisors within our contact center.
- Support cross-functional operational tasks related to branch offices as needed, ensuring seamless coordination and efficiency across departments.
- Provide internal recommendations to Directors and Finance Managers regarding operational improvement opportunities. Actively contribute to the development of contact center strategies and engages in special projects to drive organizational success.
- Offer insights and recommendations for optimizing call routing strategies and implementing best practices within the contact center environment.
- Work closely with the training and development team to co-create a robust training and development strategy aimed at maximizing employee growth and performance.
- Served as the subject matter expert (SME) for Quality Management (QM). NICE CX ONE ( CaaS ) application strategies and implementation, ensuring successful delivery of service to customers as well as Quality Assurance initiatives and delivery as well.
WorkRise Technologies
Central Ops Processing Manager
01.2022 - 07.2022
Job overview
- Facilitated communication between local and national branch offices by providing timely marketplace updates.
- Ensured responsiveness to branch office requests for workers, mandating recruiter attendance at morning standup meetings.
- Restructured the team into skilled pods, ensuring coverage across all verticals and establishing backup coverage to mitigate inefficiencies during shrinkage.
- Conducted daily follow-ups on job board expectations with managers and established a monitoring position to track key touch points in our digital automated worker placement process.
- Led a team of 7 Team Managers and 20 professional recruiters, overseeing the placement of highly skilled workers for specific business verticals tailored to client requests.
- Established a daily cadence for team managers and recruiters to improve consistency, production, and work efficiently.
- Implemented work standards, metrics, and KPIs aligned with client and internal expectations.
- Audited daily workload to maintain balance and foster team synergy, ensuring all members received proper training and promoted continuous learning.
- Facilitated team meetings and scheduled one-on-one sessions with staff to maintain open communication and guide teams to success.
- Managed all HR-related concerns and addressed disciplinary issues in real-time, providing thorough documentation as needed.
- Provided real-time feedback to team members and fostered a positive and professional work environment focused on team synergy.
- Oversaw the redeployment process to ensure fluidity and effectiveness in reallocating resources as needed.
- (100% Remote - Worker Operations Dept.)
City of Dallas
311 Contact Center Operations Manager III
10.2019 - 01.2022
Job overview
- Lead and manage the 311-contact center, overseeing a team of (100) inbound/intake call agents, (8) radio dispatchers, (10) supervisors, and (8) escalation senior agents.
- Manage the execution of request for all city services for waste water, streets, sanitation, code compliance, traffic, weather concerns and all other citizen request within the center environment.
- Effectively manage both on-site and remote staff, collaborating closely with work-from-home supervisors to ensure operational efficiency while also serving as Quality Assurance Manager.
- Establish and uphold high standards for production, quality, and customer/resident experience, focusing on process improvement and guideline optimization to enhance staff morale.
- Drive professional development through real-time coaching and development initiatives, monitoring call center trends, and actively participating in continuous improvement efforts to enhance overall production and service delivery.
- Manage and maintain call center metrics and KPIs, setting and driving goals for team members to achieve optimal performance.
- Lead team projects focused on continuous improvement, engaging the management team to drive positive change and enhancements.
- Summarize, collect, and analyze all call center trends, KPIs, and related data for regular performance reporting requirements.
- Interview qualified candidates and assist in recruiting efforts, contributing to the development of a talent pipeline for capacity planning efforts.
- Attend annual Town Hall Meetings, representing the 311 center across all districts and supporting the services provided to the city and its residents.
- Manage off-site community outreach staff, executing site visits to maintain a safe environment for staff and visiting residents.
- Facilitate weekly team meetings, conduct daily check-ins, and one-on-one sessions, contributing to management meetings to ensure effective communication and collaboration.
- (Dallas City Hall) (Hybrid)
Agero, Inc.
Field Operations Manager – Contractor (Core Roadside Division)
07.2019 - 09.2019
Job overview
- Collaborate directly with the VP of Operations and department heads to implement a new Field Operations initiative, fostering synergy with contracted roadside assistance providers, including towing companies, locksmith companies, vehicle release management, and accident management providers.
- Develop actionable strategies based on performance data associated with impactful contracted vendors in the DMV area, aiming to create provider affinity and enhance operational efficiency.
- Plan and conduct field site visits to major providers to address contractual questions, concerns, and billing reconciliation discussions.
- Discuss the company's technological direction and compliance points of contention, leveraging Tableau, Excel, Salesforce, and other tools for data analysis and trend reporting.
- Utilize Tableau, Excel, Salesforce, and other sources to analyze data for trend reporting and out-of-network usage related to overall claims expense in the region.
- Audit provider profiles to ensure alignment with performance expectations and assess zip coverage areas of major providers in the DMV area, reallocating territories based on claims expense impact as needed.
- Contribute to operational efficiency initiatives by implementing general strategies to eliminate bottlenecks, improve process accuracy, and foster consistency.
- Cross Country Motor Club) Contract
Charter Communications
Quality Analytics Manager (Behavioral Quality & Customer Perception)
09.2018 - 06.2019
Job overview
- Lead a team of (12) Data Analysts focused on enhancing quality and customer experience across the enterprise.
- Develop a cadence and listening strategy utilizing Nexidia speech analytics software, overseeing the transformation of data from multiple lines of business into intelligent insights.
- Manage a defined listening strategy and refine processes, directing and coordinating capacity between two sites and specialized units conducting target call listening strategies.
- Lead and direct call studies, provide intelligent insights to specific lines of business and contact centers, collaborating with CRM/CSM, program managers, and project managers to meet deadlines.
- Adopt a project management approach for each initiative, defining steps to enhance the product delivered to each line of business.
- Monitor team performance and development, ensuring program governance and transparent communication with key stakeholders to deliver business and customer experience insights consistently.
- Monitor overall quality trends across Contact Center Operations and related lines of business, conducting root cause analysis through data analysis and team calibration.
- Manage day-to-day activities associated with the workload of all Data Analysts, maintaining project accountability.
- Develop team members and provide a stable work environment fostering accountability, teamwork, and collaboration.
- Contract
Buchanan Technologies
Contact Center Service Delivery Manager – (BPO) (AAFES / Veterans Contact Center)
05.2017 - 09.2018
Job overview
- Serve as the primary point of contact for service delivery and customer experience, acting as the liaison between operational teams for each line of business for an Ecommerce enterprise retail team.
- Monitor inbound channels including Phone, Chat, and Email, making necessary adjustments to ensure SLAs are met consistently.
- Perform intraday management, scheduling, forecasting, and business analytics to optimize operational efficiency and performance.
- Coordinate offline activities such as training, meetings, coaching, agent development, calibrations, and operational strategies to support continuous improvement.
- Generate and analyze monthly reports and presentations for upper management to ensure contractual compliance and accountability.
- Maintain defined Quality Assurance Standards for the Service Delivery organization to uphold service excellence.
- Evaluate staff performance to maintain quality standards and drive continuous improvement in service delivery.
- Produce and maintain technical process documentation supporting accounts and agent activities to ensure operational effectiveness.
- Monitor customer satisfaction and make decisions that positively impact customer loyalty and retention.
- Serve a database of 30 Million US Veterans, offering a VOSB – Online shopping benefit, contributing to a 20% increase in digital sales through various program functions.
- Interview, hire, train, monitor, and coach the entire staff, managing contributing personnel effectively to achieve organizational objectives.
- Utilize intraday management and decision-making to maximize capacity and efficiency, ensuring operational goals are met consistently ; Quality Assurance Manager, Process management.
- Contract
United States Auto Club
Regional Field Manager (Northeast Region - Philadelphia-Delaware)
10.1998 - 12.2008
Job overview
- Managed a defined territory of 5,000 Independent Service Contracted providers across the US Northeast Region.
- Negotiated provider contracts with Independent service providers within the assigned territory to ensure optimal service delivery and alignment with company objectives.
- Successfully managed claims expenses for the designated area, consistently meeting company goals and maintaining cost-effectiveness.
- Provided procedural updates, new product training, and ongoing education to Independent Service Contractors to enhance their performance and service delivery.
- Served as a Business and Operational Consultant for independent contractors in the assigned region, offering guidance and support to optimize their business operations.
- Provided reporting on operational efficiency and performance improvement to Independent Service Contractors, enabling them to make informed decisions.
- Attended all regional trade shows for recruiting, vendor relationship management, and business development purposes, fostering partnerships and expanding networks.
- Analyzed daily, monthly, and annual performance of vendors assigned to the territory, collaborating with them to resolve customer and client issues promptly and effectively.
- - Formerly Citigroup
Education
DeVry UniversityIrving, Texas
Bachelor of Science from Management Information Systems - General
Wiley UniversityMarshall, Texas
from Business Administration - Psychology
American InterContinental UniversitySchaumburg, IL
BBA – Business Administration from Marketing
01.2017
University Overview
Graduate
Skills
- Proficient in customer service delivery management (BPO Outsourcing / 3rd Party vendor management)
- Competent in Vendor Management for outsourcing partnerships
- Proficient in Quality Analytics and Root Cause Analysis techniques
- Experienced in Continuous Process Improvement methodologies (Lean, Six Sigma, ISO)
- Process Mapping and Discovery (Process Re-Engineering)
- Business Process Outsourcing (BPO) Management
- Contact Center Operations Management CCaaS strategies and operation application (Inbound / Outbound / B2B Sales)
- Experienced in Field Operations Management for comprehensive oversight & Leadership
- Performance Management / Team Oversight
- Continuous Process Improvement - Process Mapping / Re-Engineering / Design
- Managing Efficient Remote Teams with a system of accountable oversight
- Experienced in Field Operations Management for comprehensive oversight and leadership
- Performance Management and KPI design and alignment
- Experienced in SOP (Standard Operating Procedure) knowledge base & repository management
- Proficient in Recruiting for diverse roles
- Proficient in fostering team building initiatives to enhance cohesion, morale, and productivity within diverse groups
- NICE IEX WFM
- Microsoft Office
- Nexidia Speech Analytics
- SAP
- Call Miner (Call Analytics)
- NICE (Quality Central)
- Five9 (Contact Center)
- Salesforce
- Cisco (Calabrio)
- IC Business (CMS)
- Cisco (Finesse)
- Smartsheet (PGM)
- Avaya (CMS)
- Lucid
- 15 / 5
- TASKE (CMS)
- Oracle (CMS)
- Einstein (Intelligence Software)
- HubSpot
- RingCentral Contact Center
- Goldmine
- Zeacom (Contact Centers)
- CUIC – Cisco CRM Contact Centers
- Work-Day HR Tool
- Procedure Flow
- Tableau
- NEOGOV – People Mgt
- Work Day
- TalkDesk
- Zendesk
- CCaaS
- Genesys Cloud CX - CRM
- Airtable
- Slack
- Observe AI
- Lattice
- NICE CX One (CRM)
- Tangelo
- CallFire
- ClickUp
- Loom
- NICE CX One Expert (Knowledge Management)
- NICE CX One (Quality Management)
- Power BI
- Sharepoint
Timeline
Customer Experience Manager (Contact Center Operations)
Hydromax USA
12.2024 - Current
Sr. Manager of Continuous Improvement / Quality Assurance Manager
Moxie Pest Control
07.2022 - 06.2024
Central Ops Processing Manager
WorkRise Technologies
01.2022 - 07.2022
311 Contact Center Operations Manager III
City of Dallas
10.2019 - 01.2022
Field Operations Manager – Contractor (Core Roadside Division)
Agero, Inc.
07.2019 - 09.2019
Quality Analytics Manager (Behavioral Quality & Customer Perception)
Charter Communications
09.2018 - 06.2019
Contact Center Service Delivery Manager – (BPO) (AAFES / Veterans Contact Center)
Buchanan Technologies
05.2017 - 09.2018
Regional Field Manager (Northeast Region - Philadelphia-Delaware)
United States Auto Club
10.1998 - 12.2008
Wiley University
from Business Administration - Psychology
American InterContinental University
BBA – Business Administration from Marketing
DeVry University
Bachelor of Science from Management Information Systems - General