Dustin Page
Palm Bay,FL
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Enterprise Call Center Supervisor
Health First Medical Group
02.2024 - Current
- Manage a team of approximately 70 call center representatives, with a department volume of 4,100 Inbound calls / 2,500 outbound calls daily
- Created workflows for several processes within the department which included SOP’s, SharePoint sites, databases, training videos/handouts as well as developing a continual education program for department policies and processes
- Within my first 30 days, I exceeded department KPI goals by 15+ basis points
- Assisted with roll-out of new cloud-based call platform (8x8) for department, by leading the R&D, workflows, teaching staff and worked closely with vendor on challenges, requested changes and department needs for a successful implementation
- Recognized by the company executive branch for seamlessly implementing and transitioning new phone platform in the department
- Routine monitoring, collecting and reporting of Key Performance Indicators (KPI) of the department
Operations Supervisor
First Source Solutions
08.2020 - 11.2023
- Lead 2 brand new client program starts, (Matrix Health and Molina Health) which involved staffing, training and implementation with a success rate of 85%
- Managed teams with a daily volume of approximately 3500 calls
- Lead numerous teams within the company, totaling more than one hundred and fifty (150) call center agents within the medical provider IDN (Medicaid)
- Ensured implementation of call center policies, operations and performance standards were understood and followed by agents
- Performed statistical analysis for each individual agent providing coaching to insure adherence to statement of work
- Developed process efficiencies to improve quality, moving my team's performance SLA from 90% to 96.25%
- Monitored and evaluated CSR performance to assure quality service, professionalism and courtesy to identify actions that can improve call quality and customer satisfaction.
Operations Manager
CORT Trade Shows and Events
10.2019 - 03.2020
- Managed the scheduling, routing, and control of all trucking activity to ensure efficient delivery and pick-up of furniture
- Responsible for truck leasing, maintenance, and safety as well as related record keeping functions
- Daily communications with department heads to ensure coordination of operational activities with other district functions relating to rental, purchasing, and retail
- Oversaw the daily operations and scheduling for staff of 7 managers, 5 supervisors, 16 drivers and 55 general warehouse employees
- Managed processes focusing on product condition, inventory accuracy, security, delivery, pick-up, storage, disposal, cleaning, repair and purchasing
- Supervised completion of financial paperwork and tracking reports.
Education
Bachelor's Degree - Specialized Business, Criminology
BTI College
Wyomissing, PA01.2002
Skills
Data Visualization – Excel, Google Docs and Microsoft Suite
Process Improvement – Lean Six Sigma
Workforce Platforms – Verint, Salesforce, SAP, Genesys, SPOK, 8x8 and NICE
Team Building / Collaboration
Problem Solving / Root Cause Analysis
Customer Service
Quality Assurance
Coaching and Mentoring
Call Monitoring
Staff Motivation
Certification
Lean Six Sigma Black Belt Certification, Lean Enterprise Institute, Boca Raton, FL, 2015
Continuingeducation
Lean Six Sigma Continual Education, Lean Enterprise Institute, Boston, MA
Timeline
Enterprise Call Center Supervisor
Health First Medical Group
02.2024 - Current
Operations Supervisor
First Source Solutions
08.2020 - 11.2023
Operations Manager
CORT Trade Shows and Events
10.2019 - 03.2020
Bachelor's Degree - Specialized Business, Criminology
BTI College
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