Summary
Overview
Work History
Education
Skills
Work Availability
Certification
Quote
Timeline
OperationsManager
Kevin Bedwell

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

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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

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Kevin BedwellOperations Manager