Mary Dellinger
Contact Center Manager
Greenville,SC
Summary
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures. Experienced in leading and directing call center operations with more than 20 in-house employees, and up to 175 Outsource employees, Disciplined manager with 41 years of Manufacturing experience. Enthusiastic Contact Center Manager eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
28
28
years of professional experience
Work History
Contact Center Ops Manager
Michelin North America
Greenville, SC
06.1998 - 07.2018
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Conducted performance reviews for [Job title]s to reduce resolution times and improve customer satisfaction ratings.
- Maintained call center equipment in good working order to maximize productivity.
- Established relationships and touch points with clients to promote retention.
Consumer Care Supervisor and Executive Response Mg
Michelin North America
Greenville, SC
1990.08 - 1998.06
- Collaborated with team members to achieve target results.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Developed team communications and information for meetings.
- Carried out day-to-day duties accurately and efficiently.
- Increased customer satisfaction by resolving issues.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
Education
High School Diploma -
Berea High School
Greenville SC06.1973
Skills
- Department Oversight
- Problem Anticipation and Resolution
- Operational Efficiency
- Motivational Leadership
- Morale Improvements
- Key Performance Indicators (KPIs)
- Managing Operations and Efficiency
- Records Organization and Management
- Performance Tracking and Evaluations
- Hiring and Onboarding
- Call Center Operations
- Employee Coaching and Motivation
Accomplishments
- Personal Accomplishments
- 10+ years as a Board Member of our Upstate Better Business Bureau
- Inducted into the Greenville, SC local Bowling Hall of Fame for my Accomplishments on the Lanes
- TCBA National Bowling Champions - 1996 in Dallas, TX - Team contribution
Timeline
Contact Center Ops Manager
Michelin North America
06.1998 - 07.2018
Consumer Care Supervisor and Executive Response Mg
Michelin North America
1990.08 - 1998.06
High School Diploma -
Berea High School
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