Demetra King
Houston,Texas
Summary
High-performing and organized Operations Manager with 14 years of experience using proven methods with planning and support initiatives to exceed goals, streamline operations and increase productivity. Decisive and resourceful team builder versed in customer service, sales, management and process improvement. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.
Overview
16
16
years of professional experience
Work History
Global Command Center Supervisor
SuNNOVA
Houston, TX
03.2023 - Current
- Accountable for management support of the back-office service enablement team; Performance management, employee relations demonstrating leadership and modeling coaching behaviors
- Implement processes for workflow improvement
- Review service reports for accuracy and quality of work performed
- Research and resolve dated service tickets to improve performance
- Work independently and with other departments and service providers to continually reduce time and cost to service solar systems, optimize planning, routing, scheduling
- And administration of service orders.
Operations Manager
IQor
Houston, TX
08.2019 - 05.2022
- Directly trained and managed 8 supervisors, producing 5% above target metrics each month
- Managed day to day operations of 500+ employee call center and virtually
- Measured and reviewed performance via KPIs and metrics
- Implemented policies and standard operating procedures and managed quality, customer service and logistics
- Connected with clients daily and developed strategies to achieve sales and customer service goals
- Reduced attendance shrink by more than 20%, limiting operations loss and adding money back into budget per year
- Directed the launch of a new campaign for new hires to overturn high turnover rate
- Analyzed and controlled materials, supplies and equipment operational expenses
- Accomplished call center human resource objectives by recruiting, selecting, training, and assigning experts.
Supervisor, Wireless Technical Support Supervisor
IQOR, Verizon, AT, T Roadside Assistance
Houston, Texas
01.2012 - 01.2019
- Manage daily performance of 15-20 agents in a fast paced, inbound call center
- Coach, mentor and develop agents to deliver high levels of goal attainment and quality of service
- Identify gaps in performance, productivity, quality and cost at the agent and team level
- Bridge the gaps in performance, productivity and customer satisfaction at the agent and group level
- Establish clear roles, directions, responsibilities, and performance requirements for call center agents
- Lead by example to both directly and indirectly motivate and generate enthusiasm among call center employees
- Ensure individual and team quality scores meet program goals by consistently participating in the call monitoring and reporting process
- Consistently build and maintain positive team morale
- Conduct and write employee performance evaluations
- Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions
- Identify training and quality opportunities and work with cross-functional teams to drive performance improvement.
Team Lead
IQOR, AT&T Roadside Assistance
Houston, Texas
01.2010 - 01.2012
- Provided daily direction and communication to employees so that calls were answered in a timely manner
- Provided performance feedback and coaching on a regular basis to each team member
- Ensured employees have appropriate training and other resources to perform their daily job
- Administered performance reviews for improvement
- Addressed any performance problems and/or disciplinary
- Assisted with programs to help develop low performers
- Ensuring calls were handled efficiently and effectively.
Customer Service Rep
IQOR, Roadside
Houston, TX
09.2007 - 01.2010
- Accepting Emergency inbound calls for motorists involved in accidents, disabled vehicles, tire changes, fuel requests and dispatching the appropriate Roadside Assistance Company
- Demonstrated concern for member safety
- Provide members with updates and status of request
- Responsible for contact towing companies, insurers, as well as dispatchers
- Responsible for probing the customers and mapping their location to receive assistance.
Education
Associate of Arts -
Lone Star College
05.2018
Booker T. Washington High School
05.2005
Skills
- Call Center Management
- Planning and Implementation
- Staff Training and Development
- Twilio
- Avaya CMS
- Aspect
- Cisco Phone Systems
- Performance Monitoring
- AIM
- Performance Reporting
- TimeQey
Timeline
Global Command Center Supervisor
SuNNOVA
03.2023 - Current
Operations Manager
IQor
08.2019 - 05.2022
Supervisor, Wireless Technical Support Supervisor
IQOR, Verizon, AT, T Roadside Assistance
01.2012 - 01.2019
Team Lead
IQOR, AT&T Roadside Assistance
01.2010 - 01.2012
Customer Service Rep
IQOR, Roadside
09.2007 - 01.2010
Associate of Arts -
Lone Star College
Booker T. Washington High School