Glenn A Adams
Management
Loganville,GA
Summary
Motivated Operations Supervisor/Manager possessing excellent vendor relationship and contract manager skills. Well-versed in mentoring and developing high-performing teams to meet organizational goals. Comfortable working with people of all levels coupled with outstanding commercial approach to solving problems and developing business processes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Supervisor/Management
Maximus
11.2021 - 02.2023
- Developed and implemented standard operating procedures to ensure efficient workflow.
- Identified areas of improvement and developed strategies to increase efficiency.
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
- Prepared reports on operational performance metrics and presented them to management team.
- Assisted in the hiring process by conducting interviews and making recommendations for new hires.
IT Call Center Supervisor/Manager
Vonage
Atlanta, CA
01.2015 - 11.2020
- Provided guidance, training, coaching and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
- Analyzed customer feedback data to identify trends in customer service issues.
- Resolved escalated customer complaints in a timely manner.
Technical Support Team Lead
Computer Generated Solutions Inc.
Dunwoody, GA
01.2013 - 12.2015
- Provided technical support to team members, including troubleshooting hardware and software issues.
- Tracked and documented daily activities of each team member in order to identify areas of improvement.
- Conducted weekly meetings with technical support staff to review performance metrics and discuss any challenges or opportunities.
- Resolved escalated customer complaints promptly and professionally.
- Worked closely with other departments such as sales, marketing, finance, in order to improve customer experience.
Education
Certificates - Callcenter Management
SkillPath
03-2012
Skills
- Salesforce (Jira)
- Tableau, Zendesk, NVM
- Retention Management
- Customer Relationship Management
- Team coaching and Training
- Multi Platform Project Management
- CRM`s, KPI`s, SLA`s, SaaS
- MS Office Products
- Remote, MS teams (Chat,Emails)
Websites
Certification
- KPI`s process solutions
- Business Management - Middlesex County College
- Churn Reduction - Skill Path Institute
- Team Performance - Skill Path Institute
- Multi-Platform Project Management - Skill Path Institute
Personal Information
Title: IT & OPERATIONS SUPERVISOR
Affiliations
- Organized community block programs
- Recreation Athletics coach and mentor
- Assistant life coach
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Operations Supervisor/Management
Maximus
11.2021 - 02.2023
IT Call Center Supervisor/Manager
Vonage
01.2015 - 11.2020
Technical Support Team Lead
Computer Generated Solutions Inc.
01.2013 - 12.2015
Certificates - Callcenter Management
SkillPath
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