Janeth Hazen
Dover,DE
Summary
Proficient Operations Center Manager/Director skilled in enabling across-the-board improvements to key service and operational areas. Adept at maintaining compliance, increasing efficiency and driving growth. Pursuing new professional challenges and eager for growth and career advancement opportunities.
Overview
28
28
years of professional experience
Work History
Center Manager
CSL Plasma
09.2021 - Current
- Has overall authority for center operations production goals, monitor net yields, and implement improvement plans as required
- Meet daily, weekly and monthly deadlines and maintain operational records
- Manage all inventories to the optimum levels by maximizing efficiencies, customer service levels and minimizing investment
- Support daily, weekly and monthly deadlines and maintain Center's operational records
- Monitor donor retention, ensure efficient donor flow, and implement donor retention improvement and corrective action plans as required
- Ensure compliance with all Company SOPs and applicable and applicable, federal, state and local regulations
- Perform nearly all staff tasks and duties at a proficiency level adequate for training and critiquing employees in the performance of those task and duties
- Responsible for all aspects of financial oversight to include: setting annual budget, ensuring center meets monthly financial targets and on-going cash management objectives, and adhering to cash management, financial reporting and other financial responsibilities
- Responsible for overall center quality compliance by ensuring the business is inspection ready all all times and meetings with QA to include but not limited to regulatory and customer requirements to ensure purity and efficacy of the plasma and the safety of donors and employees
- Communicates and quality concerns or issues to Associate Director of Corporate and Quality
- Develop and foster a center philosophy continuous improvement and support company values
- Collect and analyses data to maintain and improve center quality, efficiency and profitability
- Implement corrective action plans when appropriate
- Collaborate with center quality to ensure center complies with company, regulatory and customer requirements to safeguard the purity and efficacy plasma and safety of donors and employees
- Follow all HSE and OSHA policies and procedure
- Ensure all the center and all employees comply with OSHA regulation and training
- Complete all OSHA record and keeping and reporting requirements.
Operations Director
Hinduja Global Solutions Inc
02.2017 - 04.2021
- Lead the execution of programs and strategies by coordinating efforts through all concerned operations and support groups
- Manage all assigned accounts with a focus on achieving defined business goals and objectives through coordination and partnership with key business partners
- Drive revenue through effective management strategies
- Position the business for growth in new revenue generating capacities
- Use information and analysis to prepare and conduct negotiations for call center service agreements
- Negotiate contractual terms, conditions, and pricing
- Develop and maintain contracts and contract relationships for call center services support programs, proposal review, risk assessment/management, monitoring of payer compliance, and conflict resolution
- Facilitates meetings with higher management, peers, clients, groups of other departments or with subordinates
- Develops, implements, and communicates long-term objectives of the organization to the call center units
- Sets goals with the high level management team, makes decisions and maintains a results orientation
- Takes corrective actions whenever goals are not met
- Ensures that department's objectives are aligned with the organization's objectives
- Reviews daily performance activities to ensure that objectives are met
- Conducts performance discussions with call center managers
- Identifies strategic issues facing functional area or responsibility
- Develop define and maintain the budget and operating plan for the different accounts assigned to him
- Coordinates negotiates and works with other groups within or outside of the organization to meet service level agreements, maximize the center's ability to increase operating efficiencies and achieve organizational objectives
- Provides complete analysis and appropriate recommendations to superiors aimed at resolving issues encountered at own level
- Communicates delivery of service or product issues that affect company's market position or reputation to other company management
- Participates in the interviewing and hiring of call center managers
- Aids call center heads to understand how to use tools that measure their unit's performance
- Conducts operations performance reviews with call center managers on a monthly basis
- Communicates operations' performance statistics to MAN COM and other key stakeholders
- Suggests changes and/or modifications to current training programs necessary to meet customer service.
Senior Operations Manager
Concentrix
01.2016 - 02.2017
- Manage various lines of business and ensure that all key metrics of performance as per the Client SLA are met and exceeded
- Manage and strengthen Client Relationship
- Analyze current trends and develop solutions addressing identified performance and process issues
- Ensure profitability of assigned Lines of Businesses
- Act as the first level of escalations and resolve all people issues within the team through regular feedback, One-to-One sessions & Team Meetings/Calibrations
- Manage team performance and responsible for the overall development of the team
- Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement
- Responsible for managing people metrics within the team eg
- Attrition, absenteeism, schedule adherence etc
- Handle client escalations and provide timely resolutions
- Responsible for daily, weekly, monthly reporting to Clients as per their requirement.
Senior Operations Manager
FIS Global Solution Inc
02.2011 - 09.2015
- Coordinates with the implementation team for new account implementation, including controlling all internal and external resources
- Sustains and grows business partnerships with client by offering proactive solutions
- Identifies problems, analyzes trends and implements corrective and preventive actions
- Implements business operation and service solutions utilizing the continuous improvement process
- Maintains updated client contracts by documenting changes in scope and conducting periodic reviews
- Prepares, implements, maintains and reviews existing client projects
- Staffing projection complementing email volume growth and forecast
- Regularly achieve and exceed client service level agreements and quality/customer satisfaction targets
- Accountable for the proper recruitment of staff
- Accountable for the performance of supervisors by coaching, creating and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making
- Responsible for the accurate tracking of costs related to or billable to the client
- Responsible for the accurate and timely (monthly) invoicing of clients
- Responsible for ensuring that all related prices, costs etc
- Is kept up to date
- Creates budgets and forecasts
- Measures and tracks financial performance against forecast and budget.
Program Manager
Sutherland Global Services Inc
07.2005 - 01.2011
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
- Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Operation Supervisor
Sutherland Global Services Inc
03.2006 - 11.2006
- Build, coach, and direct a team of employees into a highly responsive team that meets the required performance standards
- Ensure agents are adhering to appropriate use of timekeeping tools
- Review and communicate daily performance, quality, and attendance reports at the individual and team level
- Provide all CSR's with the appropriate tools needed to perform daily tasks
- Monitor performance of CSR's on a daily basis, evaluate and document their performance, and assist them in performing at peak levels
- Make decision to remove staff members who have consistently not met stated objectives
- Prepare Performance appraisals
- Provide staff with structured feedback on performance results
- Drive program to meet/exceed stated metrics
- Ensure all quality standards are met
- Keep Directors/Managers appraised at all times through the timely completion and submission of all requested program reporting
- Ensure that all pertinent information to CSR's is disseminated in a timely manner.
Team Leader
Technion Communication Corporation Philippines
01.2005 - 06.2005
- Provide coaching and mentoring to inspire and guide a team of technical support representatives to ensure the high customer service level is maintained
- Monitor and assist Operations Manager in ensuring that the team KPI's are achieved
- Provide escalation point for all technical support representatives on product topics and ensure these issues are resolved in the shortest and minimum timeframe (Agent Resolve Rate)
- Manage team adherence and quality to maximize and meet the productivity level (Average Handle Time)
- Prepare and submit periodical or abhor client reports, including reports and analysis on call centre metrics
- Communicate management objectives positively to the team and to ensure that the efforts of the team are focused on achieving these objectives
- Assist with development of work tools to streamline the technical support representative function
- Assist with specialized product training
- Ensure that the level of professionalism delivered by the team is to the client's expectation.
Team Leader - Dell Technical Support
ClientLogic Philippines
07.2003 - 01.2005
- Monitor calls from customers to oversee the quality of service and maintain Team quality of service
- Responsible for identifying and acquiring needed workgroup training
- Promote professionalism throughout the workplace
- Conduct employee interviews and one-on-one discussion
- Make hiring and firing decisions
- Maintain staffing schedule adherence
- Reinforcing the core principles of ownership, value, efficiency and respect
- Maintain Team Performance Metrics; monitor performance, production, attendance and punctuality records, and reviews, of staff
- Assist staff in handling unusual/difficult situations
- Maintain Technical Proficiency
- Identify process improvements within the workflow and suggest resolutions to management
- Motivate staff by reinforcing the core principles of ownership, value, efficiency and respect
- Maintain, Communicate and Monitor performance standards, production, attendance and punctuality of staff
- Listen and Respond with solutions and empathy to employee concerns
- Satisfy Customers needs
- Responsible for identifying and acquiring needed workgroup training
- Ensure adherence to company policies
- Models behavioral attendance and performances values and expectations
- Establish/ revise/ communicate team and individual goals
- Monitor achievement of goal, producing/using reports, call monitoring and management by walking around
- Assist staff in handling unusual/ difficult customer, professional and or personal situations that affects the workplace
- Manage/address gaps thru research, problem solving, communication and decision-making
- Identify ways to work smarter team/ individual/site
- Support a team environment to achieve objectives
- Interest with team members to empathize accessibility, availability and visibility.
Technical Support Representative - Level II / Mentor
ClientLogic Philippines
02.2003 - 07.2003
- Aside from taking in calls 50% of the time, I supervise other technicians in troubleshooting problems with clients and take escalation calls from clients for complaints and other problems that can't be solved by a level-1 technician
- Upholds policies and procedures for Dell Computers Hardware Support and makes sure that all level-1 technicians adhere to it
- Be a team leader, motivator and roll model for the whole team
- Approve kickbacks, transfer and dispatches requiring L2 approval
- Act as mentor to low performers and to improved their performance as directed by coach
- Help solve kickbacks, and research difficult questions for call back.
Technical Support Representative - Level I Technician
ClientLogic Philippines
11.2002 - 02.2003
- Taking in calls from clients of Dell Computers in the U.S.A
- Who encounters hardware problems with the computers that they bought from the said company
- Aid the clients in troubleshooting their hardware problems and after thorough probing, give a resolution to the problem and implement it to fix the problem.
Systems Consultant
IBM Partner
07.2002 - 11.2002
- Handle accounts that needs total solutions and make sure that the client are given much attention to their hardware and software needs
- Team Leader for SCS Software group: direct communication with IBM regarding all concerns for this software.
Clerk
Citicorp Global Technology Infrastructure (CGTI)
10.1998 - 07.2002
- Monitor Tardiness & Attendance of the Telemarketers
- Consolidate daily request from the Telemarketers
- Check request if existing or with disputed amount
- Prepare Daily/ Monthly request of the Telemarketers to be submitted directly to the supervisor.
Programmer
Body Hugger
06.1998 - 09.1998
- Develop a system for Inventory Management, Daily Sales Report, and Payroll & Membership
- Database Administrator - Maintain Daily Inventory of five outlets
- Maintain POS for five outlets
- Prepare Weekly and Monthly Sales Report for the owner
- Prepare Weekly report of membership - total members, members per branch etc
- Prepare Payroll every 15th and 30th of the month
- Interview applicants for Store Clerk and Store Manager.
Telemarketer
PLDT
07.1997 - 02.1998
- Help subscriber activate and deactivate telephone features
- Coordinate defective features to the Switch Net
- Receive request of special features
- Outbound pre-trial feature (Voice Mail) into interested subscribers.
Clerk
PLDT
07.1997 - 02.1998
- Monitor Tardiness & Attendance of the Telemarketers
- Consolidate daily request from the Telemarketers
- Check request if existing or with disputed amount
- Prepare Daily/ Monthly request of the Telemarketers to be submitted directly to the supervisor.
Telemarketer
PLDT
07.1997 - 02.1998
- Help subscriber activate and deactivate telephone features
- Coordinate defective features to the Switch Net
- Receive request of special features
- Outbound pre-trial feature (Voice Mail) into interested subscribers.
Software Specialist
E. Y. Group of Co
01.1996 - 04.1997
- Implementation of ERIC System
- Encode all ERIC data's to about 10 modules
- Company In-charge - Superline Printing Press
- Prepare SO, DR, SI
- Maintain and control item codes and Customer file
- In charge in Bar-coding of Nikolite products
- Print Barcode
- Check Inventory
- Coordinate to Purchasing Dept
- For the stock of barcode stickers
- Maintain Customer file for all Companies Nikon, Nikolite, 2000 Industries, Trade Hope, Superline, FUFC, and Thames
- Provides minor troubleshooting and maintenance of computer software, hardware & network
- Prepare reports for Marketing Dept
- Monthly/Daily Sales, for all companies
- Performs backup for 3 servers (Novell, UNIX RS600, and Windows NT)
- Users Training regarding the ERIC system and other software's (Microsoft Applications)
- Assign as night shift to check if the plants are connected to main server.
Software Specialist
E. Y. Group of Co
01.1996 - 04.1997
- Implementation of ERIC System
- Encode all ERIC data's to about 10 modules
- Company In-charge - Superline Printing Press
- Prepare SO, DR, SI
- Maintain and control item codes and Customer file
- In charge in Bar-coding of Nikolite products
- Print Barcode
- Check Inventory
- Coordinate to Purchasing Dept
- For the stock of barcode stickers
- Maintain Customer file for all Companies Nikon, Nikolite, 2000 Industries, Trade Hope, Superline, FUFC, and Thames
- Provides minor troubleshooting and maintenance of computer software, hardware & network
- Prepare reports for Marketing Dept
- Monthly/Daily Sales, for all companies
- Performs backup for 3 servers (Novell, UNIX RS600, and Windows NT)
- Users Training regarding the ERIC system and other software's (Microsoft Applications)
- Assign as night shift to check if the plants are connected to main server.
Education
BS in Computer Science -
Adamson University - Manila
01.1995
Senior High School in Basic Secondary Education -
Liceo de San Pedro
01.1991
Elementary/ Primary school in Elementary Education -
Rafael Palma Elementary School - Manila
01.1987
Skills
- Account management
- Financial acumen
- Profit & Loss
- Operations Management
- Budgeting
- Logistics
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Center Manager
CSL Plasma
09.2021 - Current
Operations Director
Hinduja Global Solutions Inc
02.2017 - 04.2021
Senior Operations Manager
Concentrix
01.2016 - 02.2017
Senior Operations Manager
FIS Global Solution Inc
02.2011 - 09.2015
Operation Supervisor
Sutherland Global Services Inc
03.2006 - 11.2006
Program Manager
Sutherland Global Services Inc
07.2005 - 01.2011
Team Leader
Technion Communication Corporation Philippines
01.2005 - 06.2005
Team Leader - Dell Technical Support
ClientLogic Philippines
07.2003 - 01.2005
Technical Support Representative - Level II / Mentor
ClientLogic Philippines
02.2003 - 07.2003
Technical Support Representative - Level I Technician
ClientLogic Philippines
11.2002 - 02.2003
Systems Consultant
IBM Partner
07.2002 - 11.2002
Clerk
Citicorp Global Technology Infrastructure (CGTI)
10.1998 - 07.2002
Programmer
Body Hugger
06.1998 - 09.1998
Telemarketer
PLDT
07.1997 - 02.1998
Clerk
PLDT
07.1997 - 02.1998
Telemarketer
PLDT
07.1997 - 02.1998
Software Specialist
E. Y. Group of Co
01.1996 - 04.1997
Software Specialist
E. Y. Group of Co
01.1996 - 04.1997
BS in Computer Science -
Adamson University - Manila
Senior High School in Basic Secondary Education -
Liceo de San Pedro
Elementary/ Primary school in Elementary Education -
Rafael Palma Elementary School - Manila