Expert Google Sheets/MS Excel
Dustin Doyle
Caldwell,ID
Summary
Slaying wasteful processes | BS Bus. Admin. | Contact Center Operations | Team Development | Human Resources
Detail-oriented operations manager with 18 years of call center and human resource leadership. Expert in BPO industry protocols with a proven history of leading teams with excellent guidance and employee leadership.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Medical Central Support Supervisor
Norco Inc
Meridian, ID
07.2020 - Current
- Provided management oversight and operational control of assigned programs valued at $90M.
- Recruited, hired, trained and supervised staff of 30, established and monitored goals, implemented mentoring programs that offered positive employee engagement.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
Customer Service Representative
Saia Motor Freight
Nampa, ID
12.2019 - 03.2020
- Handled claims, OS&D issues, tracing and tracking, and customer service inquiries in support of 170 terminals nationwide using AS400, Salesforce and other custom apps
Human Resource Manager
Human Resources T&T Forest Products
New Plymouth, ID
05.2019 - 11.2019
- Managed payroll data entry and processing for 40 employees to comply with predetermined company guidelines.
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Trained employees in most current regulations and practices in effort to prevent mishaps and promote overall safety.
Call Center Director / Executive - HR
Platinum IP & Logistics
Meridian, ID
01.2017 - 03.2019
- Oversaw several functions including Human Resources, Client and Employee Engagement, and call center operations. Leadership role responsible for timely, insightful, and actionable analysis to optimize Client projects across Company lines of business.
• Account Manager for 40+ clients.
• Oversee Benefits Administration, and annual Company payroll of over $2M.
• Devise performance reporting for data and project analysis.
KEY ACCOMPLISHMENTS
▪ Generated 23% of company revenue of $3.15M per year from 2016 to 2019.
▪ Instrumental in the launch of Platinum Ship and Logistics business unit and growing fleet to service eleven western states within 1 year.
▪ Directed securing software for Fleet Management Equipment Inventory and Hours of Service compliance.
▪ Training and ongoing performance management to achieve metrics set forth by clients
Project Manager
Intelesure
Meridian, ID
01.2005 - 12.2016
- Managed full client cycle development and operations for a 200+ seat, $4M revenue call center
- Reduced expenditures by 13% while improving operational Client Service Levels
- Improved Client Retention by 9% through systematic analysis of operations and quality control
Education
Bachelor of Science - Business Management
Brigham Young University - Idaho
Rexburg, ID 04.2019 - 07.2022
Skills
Business process re-engineering
Software
Salesforce, ACT!, Zoho, SugarCRM
ADP Workforce Now/HRIS
Five 9, Touchstar, DialResults, Mitel
PowerBI
Timeline
Medical Central Support Supervisor
Norco Inc
07.2020 - Current
Customer Service Representative
Saia Motor Freight
12.2019 - 03.2020
Human Resource Manager
Human Resources T&T Forest Products
05.2019 - 11.2019
Bachelor of Science - Business Management
Brigham Young University - Idaho
04.2019 - 07.2022
Call Center Director / Executive - HR
Platinum IP & Logistics
01.2017 - 03.2019
Project Manager
Intelesure
01.2005 - 12.2016