Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

JUANITA MANGAN

Bardstown,KY

Summary

Versatile Managing Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in driving positive customer satisfaction.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Director of Operations

Teleperformance USA
04.2021 - 05.2023
  • Oversaw day-to-day production activities of 350 employees in accordance with business objectives.
  • Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
  • Defined, implemented and revised operational policies and guidelines.
  • Monitored office workflow and administrative processes to keep operations running smoothly.
  • Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
  • Monitored budget and utilized operational resources.
  • Achieved team goals through formalized training plans, coaching and performance management.

Assistance Contact Center Manager

Teleperformance USA
09.2015 - 04.2021
  • Established and oversaw performance targets for call center associates.
  • Developed quality employees within call center to take over leadership positions.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Created clear and effective policies governing all aspects of employee work and interaction with customers.
  • Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
  • Conducted performance reviews Team Leads to reduce resolution times and improve customer satisfaction ratings.
  • Established relationships and touch points with clients to promote retention.

Account Manager

SYKES
01.2012 - 09.2015
  • Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
  • Oversaw new business development and customer servicing.
  • Liaised between account holders and various departments.
  • Listened attentively to client feedback and worked with product development team to introduce new services.

Team Lead

SYKES
11.2008 - 01.2012
  • Coached team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Participated in cross-functional team-building activities.

Education

Bachelor of Science - Athletic Administration

University of Louisville
Louisville, KY
05.1999

Skills

  • Accounting Techniques
  • Corporate Social Responsibility
  • Microsoft Internet Explorer
  • Microsoft Excel
  • Customer Service
  • Financial Statements
  • Leadership Training
  • Strategic Vision
  • Quality Assurance

Certification

Six Sigma Yellow Belt Certified

Timeline

Director of Operations

Teleperformance USA
04.2021 - 05.2023

Assistance Contact Center Manager

Teleperformance USA
09.2015 - 04.2021

Account Manager

SYKES
01.2012 - 09.2015

Team Lead

SYKES
11.2008 - 01.2012

Bachelor of Science - Athletic Administration

University of Louisville

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JUANITA MANGAN