JOSHUA SKORUDE
Cocoa,United States
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. 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 industry operations.
Overview
16
16
years of professional experience
Work History
Project Operations Manager
KellyConnect
07.2020 - Current
- Propelled market share to surge ahead of competitors and earn #1 ranking.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed and maintained relationships with customers and suppliers through account development.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Mentored team managers for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Area Supervisor
KellyConnect
09.2017 - 07.2020
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Led continuous improvement initiatives aimed at reducing waste, increasing efficiency, and enhancing overall productivity levels within the organization.
- Analyzed department metrics and performance and reported findings to management.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
Team Manager
KellyConnect
02.2015 - 09.2017
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Championed process improvements within department by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
Contact Center Supervisor
Presidium Learning
02.2011 - 02.2015
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Directed, guided, coached and mentored team of 3 Team Leaders with 10 agents each and surpassed individual and corporate goals.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Streamlined contact center operations for increased efficiency and improved service quality.
- Developed strong relationships with other department leaders to promote collaboration towards shared company goals.
- Increased first call resolution rates by implementing best practices in problem-solving and communication techniques.
- Played an instrumental role in creating standard operating procedures that optimized contact center workflows.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Human Resource Specialist
U.S. Army
02.2008 - 01.2011
- Develop and maintain a comprehensive knowledge base of military policies, procedures, and benefits to ensure accurate and efficient guidance to service members and their families
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
- Develop and maintain effective employee recognition program to boost morale and motivation within U.S Army workforce, fostering culture of appreciation and acknowledgment for outstanding achievements
- Collaborate with military leadership to identify and address HR challenges and opportunities, providing strategic guidance and solutions to support U.S Army's mission and objectives
- Conduct regular surveys and feedback sessions with service members to gather insights and suggestions for improving HR processes and programs, fostering a culture of continuous improvement and innovation within U.S Army workforce
- Facilitate annual performance evaluations and feedback sessions for all service members, providing actionable insights and recommendations for career development and advancement within U.S Army.
Education
Bachelor of Arts - Business Administration
University of The People
Pasadena, CA05.2027
High School Diploma -
Astronaut High School
Titusville, FL05.2009
Skills
- Proficient in Salesforce
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Staff Management
- Customer Relationship Management (CRM)
- Budget Control
- Proficient in Microsoft Business Suite
- Proficient in People Soft
- Six Sigma White Belt
Timeline
Project Operations Manager
KellyConnect
07.2020 - Current
Area Supervisor
KellyConnect
09.2017 - 07.2020
Team Manager
KellyConnect
02.2015 - 09.2017
Contact Center Supervisor
Presidium Learning
02.2011 - 02.2015
Human Resource Specialist
U.S. Army
02.2008 - 01.2011
Bachelor of Arts - Business Administration
University of The People
High School Diploma -
Astronaut High School
Similar Profiles
Christie ArdChristie Ard
Customer Service Representative at KellyConnectCustomer Service Representative at KellyConnect
Melissa MountzouresMelissa Mountzoures
Remote Support Team Manager at KellyConnectRemote Support Team Manager at KellyConnect
Sarah DuttonSarah Dutton
Training Administrator/ Tech Support Advisor at KellyConnectTraining Administrator/ Tech Support Advisor at KellyConnect