Joshua Deaton
London,United States
Summary
Experienced Call Center Manager with 16+ years in customer service and management. Drives innovative strategies to enhance client satisfaction and operational efficiency. Successful in call forecasting, quality assurance, and staffing optimization, utilizing data-driven insights to meet client needs and elevate team performance. Fosters strong relationships and aligns workforce management with future client expectations.
Overview
13
13
years of professional experience
Work History
Call Center Manager
Senture, LLC
08.2015 - Current
- Direct daily operations, enhancing client satisfaction through strategic oversight and training.
- Facilitate communication for seamless service delivery and strong client relationships.
- Optimize resource allocation by managing staffing and forecasts for improved performance.
- Cultivated a high-performing team through mentorship and targeted coaching, elevating individual capabilities and overall call quality.
- Spearheaded strategic initiatives to boost client satisfaction, resulting in measurable improvements in service quality and team performance metrics.
- Fostered seamless communication channels between teams, enhancing service delivery and strengthening client relationships across multiple projects.
- Leveraged data-driven insights to optimize resource allocation, aligning staffing levels with forecasted demands for peak operational efficiency.
- Implemented targeted coaching strategies, elevating team capabilities and call quality, leading to consistent achievement of client-specific KPIs.
Quality Assurance Manager
Dextera Corporation/Axiom
03.2013 - 08.2015
- Managed QA, improved client satisfaction with enhanced standards, fostering team collaboration.
- Compiled and analyzed VA metrics, generating actionable insights that drove performance improvements and informed strategic decision-making.
- Implemented data-driven QA strategies, resulting in substantial client satisfaction improvements and enhanced team collaboration.
- Spearheaded e-QIP streamlining initiative, drastically reducing processing time while maintaining strict compliance standards.
- Cultivated a culture of continuous improvement through mentorship, fostering innovation and collaborative problem-solving.
Assistant Manager
Handy Hotel, Inc.
02.2012 - 12.2012
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Ensured accurate financial records through precise billing account management.
- Maintained database integrity with precise data entry.
- Analyzed inventory data to implement cost-effective procurement strategies, significantly reducing waste and optimizing budget allocation.
- Spearheaded a comprehensive overhaul of employee scheduling system, boosting team productivity and operational efficiency.
- Refined direct billing processes, ensuring meticulous financial record-keeping and streamlining account management procedures.
- Implemented cutting-edge customer service strategies, revolutionizing guest satisfaction and fostering long-term loyalty through personalized experiences.
Education
Business Admin College course credits -
Somerset Community College
01.2012
Business Admin College Course Credits - undefined
Eastern Kentucky University
01.2009
High School Diploma - undefined
South Laurel High School
01.2007
Skills
- Workforce Management
- Metrics Analysis
- Operational Efficiency
- SOP Documentation
- Data Visualization
- Analytical Thinking
- Remote Team Leadership
- Recruitment and hiring
- Retention strategies
- Innovation skills
- Quality control optimization
- Analytical thinking
- Operations management
Timeline
Call Center Manager
Senture, LLC
08.2015 - Current
Quality Assurance Manager
Dextera Corporation/Axiom
03.2013 - 08.2015
Assistant Manager
Handy Hotel, Inc.
02.2012 - 12.2012
Business Admin College Course Credits - undefined
Eastern Kentucky University
High School Diploma - undefined
South Laurel High School
Business Admin College course credits -
Somerset Community College
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