Kyle Anderson
Charlotte,NC
Summary
Accomplished Leadership Development Manager with a proven track record of leading teams and taking initiative. Thrives in dynamic environments characterized by change, challenges, multiple deadlines, and competing priorities. Intermediate experience in business operations and a deep passion for empowering individuals and businesses to achieve excellence. Known for surpassing targets, streamlining costs, and consistently meeting goals. Exceptional time management skills honed through years of management experience. Seeking a company that offers both growth opportunities and stability.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Leadership Development Manager
Iqor Holdings US
06.2023 - Current
- Designed courses to meet company requirements and help develop new leaders within organizational structure.
- Assisted leadership teams with building shared beliefs and attitudes across organizational structures.
- Collaborated with business leadership to set training objectives.
- Assessed potential candidates for suitability for different programs such as management training and leadership development initiatives.
- Organized integration of critical leadership competencies into existing workflows.
- Conducted educational workshops to spearhead employee training on available tools and optimal strategies.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
Quality Manager
Iqor Holdings US
09.2021 - 10.2024
- Devised specifications for processes.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Improved quality processes for increased efficiency and effectiveness.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Supervisor of Operations
Iqor Holdings US
02.2019 - 09.2021
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Increased profit by streamlining operations.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Analyzed and reported on key performance metrics to senior management.
- Developed and maintained relationships with external vendors and suppliers.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Team Manager
GoHealth
01.2017 - 01.2018
- Developed and managed a team of engagers/lead generators
- Created the training material for all new hires and trained them into the department
- Maintained scheduled adherence, attendance and high standards of quality with each engager
- Organized and created unique and fun contests to help improve morale and reward great performance
- Audited calls each day to identify call trends to improve the process of generating a stronger lead.
Operations Manager
Conduent
01.2016 - 01.2017
- Managed effective communications between client and vendor
- Came up with innovative ideas to help client achieve their business goals
- Delivered operational excellence by setting and achieving center KPI’s in AHT, Quality, Attendance and Adherence
- Effectively and efficiently resolved client problems/issues, leveraging internal/external resources
- Developed and managed Supervisors and Team Members (275+ staff members)
- Managed talent acquisition per labor cost strategy/limit attrition
- Met all monthly reporting requirements and managed internal control processes
- Deployed communications to teams and gathered feedback for ongoing improvement.
Supervisor
Conduent
01.2015 - 01.2016
- Tracked daily KPI’s for each agent
- Updated administrative duties accordingly throughout the day
- Strategized different ways to create a fun, friendly environment
- Conducted interviews for the company
- Performed daily side by sides for coaching purposes
- Managed a staff of 20 or more agents at a time
- Handled escalation inquiries and calls
- Organized team huddles and discussed call drivers and tips for success.
Team Lead
Conduent
01.2014 - 01.2015
- Gathered information, researched/resolved inquiries by logging customer calls
- Communicated appropriate options for resolution in a timely manner
- Provided functional guidance, training, and assistance to other team members
- Handled complaints, provided appropriate solutions within the specified guidelines to ensure resolution
- Followed communication procedures, guidelines, and policies given by supervisor
- Performed required duties that resulted in day-to-day inbound call duties.
Senior Sales Agent
Red Ventures
01.2013 - 01.2014
- Received inbound and outbound sales calls
- Received company’s highest sales award in the first year
- Collaborated with performance managers on sales strategies
- Maintained a leadership role within a team environment
- Developed Excellence in Sales training course.
Education
Computer Applications -
Kutztown University
Kutztown, PA05.1999
H.S. Diploma in Technology Education - undefined
Upper Darby High School
Drexel Hill, PA06.1998
Skills
- Highly organized
- Flexible attitude
- Hard-working
- Always pro-active
- Strategic planning
- Budget management
- Results driven
- Staff performance
- Coaching and Mentoring
- Staff empowerment
- Training material development
- Organizational Development
- Executive coaching
- Leadership Assessment
- Management Development
- Classroom Facilitation
- Documentation skills
- Training Management
Accomplishments
Successfully implemented GROW training for leadership by reducing it from a 3 day session, to one day which minimized company costs.
Certification
- Certified Peak Performance Coaching Facilitator , iQor - February 2024
- Certified GROW Training Facilitator, iQor - May 2024
Timeline
Leadership Development Manager
Iqor Holdings US
06.2023 - Current
Quality Manager
Iqor Holdings US
09.2021 - 10.2024
Supervisor of Operations
Iqor Holdings US
02.2019 - 09.2021
Team Manager
GoHealth
01.2017 - 01.2018
Operations Manager
Conduent
01.2016 - 01.2017
Supervisor
Conduent
01.2015 - 01.2016
Team Lead
Conduent
01.2014 - 01.2015
Senior Sales Agent
Red Ventures
01.2013 - 01.2014
H.S. Diploma in Technology Education - undefined
Upper Darby High School
Computer Applications -
Kutztown University
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