Hi, I’m
DWAYNE VIERS
Dallas,TX
Summary
Highly accomplished and results-driven professional with over 15 years of experience in contact center operations and CCaaS solutions. Seeking a challenging Director-level or higher role to utilize strategic vision, leadership skills, and technical expertise to drive operational excellence, enhance customer experiences, and achieve business objectives.
Overview
10
years of professional experience
1
Certification
Work History
PDI Technologies
Director, CCaaS Operations
04.2018 - Current
Job overview
- Led team of 4 contact center managers and 25 agents to deliver exceptional customer service across multiple communication channels
- Developed and executed strategies to improve key performance indicators (KPIs) such as customer satisfaction, first call resolution, average handling time, and service level agreements.
- Implemented performance metrics and KPIs to measure effectiveness of contact center operations and drive continuous improvement.
- Collaborated with cross-functional teams to identify and address customer needs and pain points, ensuring exceptional customer experiences.
- Utilized data analysis and reporting tools to identify trends, improve operational efficiency, and enhance agent performance.
- Implemented training and development programs to enhance skills and knowledge of contact center staff.
- Maintained strong relationships with CCaaS vendors and technology partners to stay up-to-date with industry advancements.
Excentus Corporation
Sr. Manager CCaaS Operations
07.2013 - 03.2018
Job overview
- Managed team of 14 agents, overseeing day-to-day contact center operations and ensuring service excellence.
- Implemented strategies to optimize agent productivity, improve customer satisfaction, and meet performance targets.
- Developed and maintained training programs for agents, focusing on product knowledge, customer service skills, and call handling techniques.
- Utilized CCaaS tools to monitor agent performance, analyze call data, and identify areas for improvement.
- Actively participated in hiring and on-boarding process for new contact center employees.
Education
Volunteer State Community CollegeGallatin, TN
from Computer And Information Systems Security
Computer Learning CenterAtlanta, GA
Associate of Applied Science from Computer Networking And Telecommunications
08.1996
Skills
- Artificial Intelligence
- Contact Center Operations Management
- CCaaS Technologies
- Call Routing and IVR Systems
- Workforce Management
- Performance Analytics and Reporting
- Customer Experience Enhancement
- Team Leadership and Management
- Strategic Planning and Execution
- Vendor Management
- Excellent Communication and Interpersonal Skills
Certification
AWS Cloud Practitioner
Timeline
Director, CCaaS Operations
PDI Technologies
04.2018 - Current
Sr. Manager CCaaS Operations
Excentus Corporation
07.2013 - 03.2018
Volunteer State Community College
from Computer And Information Systems Security
Computer Learning Center
Associate of Applied Science from Computer Networking And Telecommunications
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