Desmond Hobbs
Waco
Summary
Dynamic Program Manager at Support Service Group with a proven track record in program performance analysis and employee development. Expert in Excel and process improvement, I successfully led cross-functional teams to achieve revenue goals, enhancing organizational efficiency and team motivation. Passionate about driving results and fostering collaboration for success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Program Manager
Support Service Group
Waco
10.2024 - 03.2025
- Led cross-functional teams in the successful delivery of program milestones, ensuring alignment with organizational goals and objectives.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Generated and delivered reports, program review presentations and other program status updates.
- Contributed to corporate strategy initiatives management across teams through accountability, communication and reporting.
- Coached, developed and motivated team to achieve revenue goals.
- Designed dashboards and visualizations to present data in a clear and concise manner.
- Led team meetings to update on goals, share best practices, and discuss improvements.
- Implemented changes to workflows and scripts based on customer feedback and analysis.
Senior Team Lead
Support Service Group
Waco
04.2021 - 09.2024
- Implemented training programs for email and chat agents.
- Monitored key performance indicators and provided quality assurance insights to guide agent development.
- Provide timely solutions by managing and escalating critical agent issues.
- Designed custom reporting dashboards in Excel and Power BI to track productivity KPI targets across all channels.
- Facilitated regular meetings between the client and the QA team to ensure alignment.
- Managing Social Media engagement by addressing customer inquiries and mentoring Team Leads in effective communication.
- Developed strategic scheduling plans for team leads ensuring comprehensive agent coverage.
- Maintained close coordination between agent schedules, Workforce Management, and Calabrio.
- Conducted weekly staffing calls involving workforce and client.
- Spearheaded the initiation of New CRM & Outbound Channel in new CRM via thorough coordination with Telephony/OmniChannel and client.
- Generated and submitted weekly program invoices to Accounting.
- Compiled incentivized metrics and KPIs for the program on a weekly basis.
Team Lead
Support Service Group
Waco
04.2020 - 04.2021
- Monitored team performance against set targets and KPIs.
- Ensured compliance with company policies and regulations related to customer service operations.
- Generated reports on key metrics such as average response time, first call resolution rate.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Conducted periodic audits of call recordings and emails sent by agents for quality assurance purposes.
Delivery Driver
Various Delivery Companies
Waco
07.2017 - 04.2020
- Employed GPS tools like Waze and Google Maps for effective routing.
- Processed and maintained essential documentation efficiently.
- Successfully managed customer deliveries across different services like Waitr, Postmates, UberEats, and Favor.
- Facilitated onboarding sessions for new team members.
Technical Support Professional
S2G Support Services Group
Waco
10.2018 - 10.2019
- Assisting Casio customers understand & set various Casio products
- Troubleshooting with Aaron's Product Technicians to ascertain the best next step
- Working with Array By Hampton customers setting up their home's deadbolt and troubleshooting the application's connectivity
- Troubleshooting Telefield residential and business phones or completing the warranty process with the customer
Replenishment Specialist
Magnolia
Waco
05.2017 - 07.2017
- Maintain stock levels of online store product orders by retrieving orders from main warehouse
- Organizing inventory into appropriate spaces
- Assisting order pickers locate products needed to fulfill their order
- Notifying management of products that were out of stock or low on inventory to ensure fluidity of completing orders
- Used pallet jacks and some fork lift
Fitness Instructor/Owner
GetFit StayFit
Waco
02.2013 - 05.2017
- Instruct my fitness class in a variety of exercises
- Motivate them to continue throughout the workout
- Promote business & recruit clientele
- Give nutrition tips to help with their goals as well as institute that their diet is important as working out
- Each of my clients has met their fitness goals
- One client lost 12lbs in the first 6wks & another lost 9lbs in two months
Operations Service Manager
Manny's On The River
Waco
02.2016 - 11.2016
- Ensuring guest satisfaction at all times
- Monitoring staff levels with guest capacity to keep labor percentages at owner requested amounts
- Maintaining cleanliness throughout the restaurant
- Table checks with tables to evaluate satisfaction with their food, their service, & their environment
- Counting cash drawers and petty cash daily and accurately
- Handling the food window during peak volume times to keep the guest experience fluid with their food delivered in a timely manner
- Scheduling staff due to forecasted sales expectations
- Payroll, entering tip share for bartenders and bussers
- Onboarding new hires with company policy, documentation, and expectations
- Verifying liquor order comparing to our actual order
Technical Support
Support Service Group
Waco
05.2015 - 02.2016
- Helped customers comprehend and utilize various Casio products.
- Collaborated with Aaron's Product Technicians to determine optimal next steps.
- Delivered both sales assistance and technical support at Boombotix.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Resolved escalated customer service issues in a timely manner.
Rehabilitation Technician
D1 Sports Therapy
Waco
08.2013 - 05.2014
- Assisting Physical Therapist & Physical Therapist Assistant with tools and utensils for patients treatment
- Maintaining inventory of daily materials
- Organizing patient charts
- Calling insurances, patients for follow-ups
- Receive payments
- Translating Spanish
- Communication - Retrieving items for therapy & fixing situations
- Spanish - Translating for Spanish only & patients that didn't speak English very well
Barback & Server Assistant
Gaylord Texan/Glass Cactus
Grapevine
06.2008 - 02.2011
- Prepare, Stock and Open Bar - Clean, Store and Close Bar
- Expedite and Run Food
- Buss Tables, Set up tables for Reservations, Maintain Cleanliness of Club
Education
Some College (No Degree) - Business Management
McLennan Community College
Waco, TXSome College (No Degree) - Spanish, Kinesiology
University of North Texas
Denton, TXSome College (No Degree) - Kinesiology
Tyler Junior College
Tyler, TXSome College (No Degree) - Sport & Leisure Studies
Grambling State University
Grambling, LASkills
- Program performance analysis
- Process improvement
- Proficient in Excel
- Billing and Incentive Tracking
- Employee Development
- Operations Management
- Workforce Management
- Work Planning and Prioritization
Certification
Driver's License
Languages
Spanish, Fluent
Personal Information
Work Permit: Authorized to work in the US for any employer
Groups
Dad's Against Drugs Society, 05/01/99 - Present, Youth sports outreach program that currently offers summer track in Waco. Myself and a couple other coaches travel throughout Texas with children and their parents, of this community, to track meets hosted by other towns and or organizations. Fostering discipline and an enthusiasm for outdoor sports. Showing them there's more competition than local school to school rivalries & what can be achieved if hard work is applied.
Languages
Spanish
Full Professional
Timeline
Program Manager
Support Service Group
10.2024 - 03.2025
Senior Team Lead
Support Service Group
04.2021 - 09.2024
Team Lead
Support Service Group
04.2020 - 04.2021
Technical Support Professional
S2G Support Services Group
10.2018 - 10.2019
Delivery Driver
Various Delivery Companies
07.2017 - 04.2020
Replenishment Specialist
Magnolia
05.2017 - 07.2017
Operations Service Manager
Manny's On The River
02.2016 - 11.2016
Technical Support
Support Service Group
05.2015 - 02.2016
Rehabilitation Technician
D1 Sports Therapy
08.2013 - 05.2014
Fitness Instructor/Owner
GetFit StayFit
02.2013 - 05.2017
Barback & Server Assistant
Gaylord Texan/Glass Cactus
06.2008 - 02.2011
Some College (No Degree) - Business Management
McLennan Community College
Some College (No Degree) - Spanish, Kinesiology
University of North Texas
Some College (No Degree) - Kinesiology
Tyler Junior College
Some College (No Degree) - Sport & Leisure Studies
Grambling State University
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