Lynette Purifoy
Argyle,TX
Summary
Senior Call Center and Dispatch Operations Leader with more than 20 years of experience leading high-volume, multi-market contact center environments. Proven ability to drive revenue growth, improve operational efficiency, and elevate customer and driver satisfaction. Strategic leader with deep expertise in workforce management, performance optimization, and continuous improvement initiatives.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Centralized Dispatch Manager (Call Center & Digital Teams)
Waste Management
, TX
08.2015 - Current
- Direct centralized dispatch and digital support teams across multiple market areas, overseeing high-volume call and digital channel operations.
- Improved driver satisfaction scores by 30% by redesigning dispatch workflows and strengthening cross-functional communication.
- Increased employee productivity by 20% through performance management, targeted coaching, and workforce optimization strategies.
- Optimized digital communication channels using RingCentral, improving response times and internal service efficiency.
- Monitor and manage KPIs, workforce metrics, and SLA performance to ensure alignment with enterprise objectives.
Customer Experience Supervisor (Call Center)
Waste Management
08.2015 - 12.2021
- Supervised frontline call center teams supporting inbound customer service and roll-off operations in a fast-paced environment.
- Drove a 40% increase in temporary roll-off sales through consultative selling techniques and employee coaching.
- Established and led the first Customer Service Green Team to successfully manage overflow call volumes during peak demand.
- Standardized customer service processes across multiple market areas, improving consistency and operational efficiency.
- Increased customer satisfaction scores by 25% through quality monitoring, service recovery, and agent development.
- Recognized with a Circle of Excellence Award nomination (2019) and promoted based on sustained performance.
Education
Bachelor of Arts -
Oral Roberts University
Skills
- CALL CENTER & CONTACT CENTER OPERATIONS
- CENTRALIZED DISPATCH LEADERSHIP
- WORKFORCE MANAGEMENT (WFM)
- KPI & SLA GOVERNANCE
- CUSTOMER EXPERIENCE STRATEGY
- SALES & REVENUE GROWTH
- PROCESS IMPROVEMENT & STANDARDIZATION
- CHANGE MANAGEMENT
- LEAN SIX SIGMA
- LEADERSHIP DEVELOPMENT
- VENDOR & TECHNOLOGY OPTIMIZATION
Certification
Six Sigma Green Belt – Lean Six Sigma Academy
Timeline
Centralized Dispatch Manager (Call Center & Digital Teams)
Waste Management
08.2015 - Current
Customer Experience Supervisor (Call Center)
Waste Management
08.2015 - 12.2021
Bachelor of Arts -
Oral Roberts University