Kevin Bedwell
Operations Manager
Springfield,MO
Summary
Resourceful Manager with 10+ years of experience directing Customer Experience operations. Talented in recruiting, hiring, training and scheduling employees to sustain production needs. Professional project manager and clear communicator successful in managing efficiency while boosting morale through constructive feedback and process improvement.
Overview
1
1
Certification
5
5
years of post-secondary education
5
5
years of professional experience
Work History
Service Delivery Manager
TTEC Services
Springfield, MO, MO
06.2019 - Current
- Planned and managed full [Type] project lifecycles, from conception through final completion.
- Coordinated new hire recruitment, training and development.
- Coordinated and led internal and external site team meetings.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Maintained proper staffing levels to guarantee timely and accurate service.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Implemented and supported Web/Chat Customer Service to compliment offering of telephone CX.
- Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
Team Lead
TTEC Services
Springfield, MO, MO
03.2016 - 06.2019
- Coached team members in techniques necessary to complete job tasks.
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Tracked receipts, employee hours and inventory movements.
- Minimized resource and time losses by addressing employees or production issues directly and implementing timely solutions or corrective actions.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Motivated and trained employees to maximize team productivity.
Education
Bachelor of Arts - Political Science
University of Cincinnati
Cinicnnati, OH 09.2005 - 06.2010
Skills
Operations support
Solutions development
Project creation
Client relationship management
Research and trend analysis
Project planning and development
Business process re-engineering
Expense reports
Budgeting
Project estimation and bidding
Staff Management
Logistics Management
Contract Management
Technical Support
New product introductions strategies
Client needs assessments
Proficient in excel
Proficient in MS Office
Training and coaching
Active listening and communication
Safety and compliance
Cost reduction
Staff supervision
Production planning
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
MO Licensed Property and Casualty Producer - 2015-Current
Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Service Delivery Manager
TTEC Services
06.2019 - Current
Team Lead
TTEC Services
03.2016 - 06.2019
MO Licensed Property and Casualty Producer - 2015-Current
10-2015
Bachelor of Arts - Political Science
University of Cincinnati
09.2005 - 06.2010