Kristopher Dunlap
Salisbury,NC
Summary
Seasoned Operations Manager and talented leader with 12 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operations Manager
Ttec (TeleTech) - HealthCare Solutions
08.2023 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led onboarding and training of new hires to fulfill business requirements.
- Built a strong staff through working relationships that met our client KPIs.
Team Leader Manager
Ttec (TeleTech) - HealthCare Solutions
07.2012 - 08.2023
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Led employee relations through effective communication, coaching, training, and development.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
Trainer
Ttec (TeleTech) - HealthCare Solutions
09.2012 - 03.2018
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
Education
Associate of Science -
Rowan-Cabarrus Community College
Salisbury, NC03.2001
Skills
- Production
- Program Administration
- Training
- Verbal Communication
- Word, Excel, Power Point
Accomplishments
- Promoted to Team Lead after 1 year with the company.
- Supervised team of 20 staff members.
Certification
- Licensed Insurance Agent- Health/Medicare, Life, Personal Lines
Timeline
Operations Manager
Ttec (TeleTech) - HealthCare Solutions
08.2023 - Current
Trainer
Ttec (TeleTech) - HealthCare Solutions
09.2012 - 03.2018
Team Leader Manager
Ttec (TeleTech) - HealthCare Solutions
07.2012 - 08.2023
Associate of Science -
Rowan-Cabarrus Community College
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