GLENN SHELTON
Goodlettsville,TN
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of Call Center operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Associate Director, Business Development
BMI
07.2021 - Current
- Created workflow diagrams and Gantt charts to clearly demonstrate processes and timelines.
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Mapped current business and operational processes and recommended areas for improvement.
- Identified plans and resources required to meet project goals and objectives.
- Lead teams of up to 20 personnel, supervising daily performance as well as training and improvement plans.
Senior Technical Business Analyst
BMI
10.2016 - 06.2021
- Produced monthly staffing requirements and outbound contact center forecasting.
- Mapped current business and operational processes and recommended areas for improvement.
- Established online configuration knowledge base to support functionality by developing robust system application overview.
- Researched and compiled tailored monthly analytics and reports for senior management with SSRS reporting and Power BI.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
Business Analyst
CVS Caremark
01.2016 - 09.2019
- Documented procedures and business processes and shared information with appropriate stakeholders.
- Analyzed and assessed functional and organizational activities.
- Assessed business processes and identified ways to boost improvement.
- Maintained strong working knowledge of ERP, CRM and business intelligence tools and operational features.
Project Coordinator
Complex Care Solutions
07.2016 - 10.2017
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Gathered requirements for ongoing projects and organized details for management use.
- Coordinated presentations for customers and project members to detail project scope, progress and results.
- Oversaw productivity streams for ongoing and special projects.
Escalations Manager
Complex Care Solutions
06.2014 - 05.2016
- Successfully established effective systems for record retention by creating database for daily correspondence tracking in salesforce to adhere to the compliance department.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Effectively managed assigned cases, collecting and documenting details as needed using Salesforce and Five9.
Logistics Lead
THROUGH BREED MARKETING AND RESEARCH GROUP
10.2012 - 02.2014
- Defined appropriate metrics and measurements to drive results.
- Forwarded client-related quality and service issues to the appropriate manager for resolution.
- Prepared invoices for all customers in the logistics department at the end of every month.
- Reported customer feedback to management, including any signs of customer dissatisfaction.
Department Manager
KMART
07.2010 - 10.2012
- Ordered inventory and reported discrepancies to control costs and maintain inventory levels.
- Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Service supervisor
KMART
10.2008 - 07.2010
- Trained new personnel regarding company operations, policies and services.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
Cashier
Kmart
10.2006 - 08.2008
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
Education
MBA - Business Administration And Management
Western Governors University
Salt Lake City, UT08.2021
Bachelor of Science - Health Science
Southern New Hampshire University
Manchester, NH09.2020
Associate of Applied Science - Nursing
Breckenridge School Of Nursing
Nashville, TN03.2015
Associate of Arts - Business
Hopkinsville Community College
Hopkinsville, KY05.2009
Associate of Science - Biology
Hopkinsville Community College
Hopkinsville, KY05.2009
Skills
- Technical Support
- Data Analysis
- SQL
- Project Management
- Documentation and reporting
- Problem-solving skills
- Quality assurance
- Team Leadership
Certification
- Management and Strategy Institute
- Six Sigma Green Belt Certified (SSGBC)™ - Management and Strategy Institute
- Six Sigma White Belt Certified (SSWBC)™ - Management and Strategy Institute
- Project Management - Lean Process Certified (PM-LPC)™ - Five9 University
- Inbound, Outbound, Blended call center certified
Timeline
Associate Director, Business Development
BMI
07.2021 - Current
Senior Technical Business Analyst
BMI
10.2016 - 06.2021
Project Coordinator
Complex Care Solutions
07.2016 - 10.2017
Business Analyst
CVS Caremark
01.2016 - 09.2019
Escalations Manager
Complex Care Solutions
06.2014 - 05.2016
Logistics Lead
THROUGH BREED MARKETING AND RESEARCH GROUP
10.2012 - 02.2014
Department Manager
KMART
07.2010 - 10.2012
Customer Service supervisor
KMART
10.2008 - 07.2010
Cashier
Kmart
10.2006 - 08.2008
MBA - Business Administration And Management
Western Governors University
Bachelor of Science - Health Science
Southern New Hampshire University
Associate of Applied Science - Nursing
Breckenridge School Of Nursing
Associate of Arts - Business
Hopkinsville Community College
Associate of Science - Biology
Hopkinsville Community College
- Management and Strategy Institute
- Six Sigma Green Belt Certified (SSGBC)™ - Management and Strategy Institute
- Six Sigma White Belt Certified (SSWBC)™ - Management and Strategy Institute
- Project Management - Lean Process Certified (PM-LPC)™ - Five9 University
- Inbound, Outbound, Blended call center certified
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