Dominic J. Novak
Summary
Dynamic operations leader with extensive experience at Isagenix International, excelling in workforce management and call forecasting. Proven track record in budgeting and vendor management, driving efficiency in call center operations. Adept at fostering customer relationships while coaching teams to achieve professional growth and operational excellence.
Overview
33
33
years of professional experience
Work History
Enterprise Operations Management
Isagenix International
08.2019 - 08.2025
- Manage the Workforce Management, Reporting and Operations staff.
- Duties include overseeing Pipkins/Vantage Point applications team, Operations Team that manages our contact centers internal communications team and liaison with corporate promotions and product launches and our Will Call (order pick-up) team.
- I work across multiple lines of business in maintaining a working relationship in determining best methodologies to move the business forward.
- Main duties include budgeting, overseeing staff in the accuracy of call forecasting, training events with least amount of negative impact to the call center.
- In addition to leading and coaching staff and assisting them in reaching their professional development goals.
- Additional work with internal and external facing customers as well as vendor management.
Enterprise Workforce Management
Isagenix International
02.2018 - 07.2019
- Manage the Pipkins/Vantage Point applications and staff.
- I work directly with operations in maintaining a working relationship in determining best methodologies to move the business forward.
- Main duties include budgeting, overseeing staff in the accuracy of call forecasting, training events with least amount of negative impact to the call center, leading and coaching staff and assisting them in reaching their professional development goals.
- Recommend call routing solutions, vector announcements and work directly with Telecom group (Avaya technologies), to ensure completion and accuracy of operations projects.
Senior Manager, Enterprise Workforce Management
Apollo Group-University of Phoenix Online
01.2009 - 12.2017
- Manage the Verint and GMT Workforce applications and staff of 14-17.
- Main duties include managing staff in the accuracy and the accuracy of call forecasting, scheduling meetings and training events with least amount of negative impact on the call center, supervising staff and assisting them in reaching their professional development goals.
- I routinely work with Enterprise groups such as Telecom (Avaya technologies).
Cisco Express Engineer
Calence-Insight Technologies
01.2007 - 12.2009
- Main responsibility was monitoring and troubleshooting of telephony gateways and servers for multiple remote clients running on Cisco Systems.
- Additional duties included the creation of call flow scripting, as well as creating opening and closing announcements, developing split skills and queues while maintaining call spike management and generating monthly status reports for 30 clients.
Witness/NICE Administrator, Assistant Treasurer
JPMorgan Chase
01.1993 - 12.2007
- Responsible for all aspects of the Witness Call Recording system, which included agent, supervisor and manager entry and removal.
- Additional responsible for troubleshooting and resolving desktops issues, assisting with server issues and upgrades, running daily, weekly and monthly SQL’s to keep Witness and its associated databases up to date.
- As a team, we worked to develop department goals and standards, as well as creating Service Level Agreements with each line of business we support.
Supervisor
Chase Cardmember Services
01.1993 - 12.2007
- I supervised inbound collections, volunteered to manage the Deceased ACD unit, implemented changes to further develop policy and procedures.
- I was responsible for interviewing and training new hires, writing and administering monthly and annual reviews and assisted department manager on various projects and performed managerial duties during absence of a manager.
Education
Theology - Religious Studies, emphasis on youth ministry
Ames Christian
01.2022
bachelor’s - behavioral science
Western International University
01.2019
Business - Computer Information Systems
Rio Salado Community Colleges
01.2010
Skills
- Workforce management
- Call forecasting
- Budgeting and vendor management
- Call center operations
- Customer relationship management
Special Courses Certifications
- Call Center School Certificate of Completion in: Workforce Management, Email Essentials, Contact Center Basics and Power of One
- SCRUM Master certified as of 05/01/13
- Certificate of completion in HDI (Help Desk Institute) Manager and Knowledge Center Support
Timeline
Enterprise Operations Management
Isagenix International
08.2019 - 08.2025
Enterprise Workforce Management
Isagenix International
02.2018 - 07.2019
Senior Manager, Enterprise Workforce Management
Apollo Group-University of Phoenix Online
01.2009 - 12.2017
Cisco Express Engineer
Calence-Insight Technologies
01.2007 - 12.2009
Witness/NICE Administrator, Assistant Treasurer
JPMorgan Chase
01.1993 - 12.2007
Supervisor
Chase Cardmember Services
01.1993 - 12.2007
Theology - Religious Studies, emphasis on youth ministry
Ames Christian
bachelor’s - behavioral science
Western International University
Business - Computer Information Systems
Rio Salado Community Colleges
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