Michael King
Mount Storm,WV
Summary
Dynamic and performance-driven professional with high integrity, strong work ethic and great leadership skills. Meticulous and resourceful Business Manager with proven success leading productive teams, controlling budgets, networking to drive growth initiatives and marketing to maximize brand outreach.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Director of Operations
Dispatch Health
Denver, CO
07.2019 - 01.2024
- Provided strategic direction to cross-functional teams to ensure successful execution of projects.
- Onshore/Offshore responsibilities with a leading BPO
- Collaborated with executive management team to develop strategies that improve customer service levels while reducing costs.
- Analyzed current operational processes and identified areas for improvement in order to maximize efficiency and cost savings.
- Oversaw budgeting, forecasting, financial analysis, and resource allocation activities.
- Established metrics and monitored progress against key performance indicators.
- Conducted regular performance reviews of staff members to promote professional development and career advancement opportunities.
- Aligned with company culture to drive employee satisfaction, building a strong, dedicated workforce with very low attrition, year over year.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting internal/external client relationships.
- Developed comprehensive contingency plans for responding quickly when unexpected disruptions occur.
Director of Operations
Alorica
Pensacola, FL
07.2016 - 07.2019
- Successfully increased financials to satisfactory levels thru key direct performance cadence and support development including, but not limited to, training/quality and Workforce Management.
- Collaborated with executive management team to develop strategies that improve customer service levels while reducing costs.
- Directed the development of long-term plans for business growth opportunities and new product launches.
- Mentored future Directors across the company, ensuring strong leadership and consistency of policies and site procedures.
- Conducted regular performance reviews of staff members to promote professional development and career advancement opportunities.
Vice President of Customer Service
Apria Healthcare
Overland Park, KS
10.2013 - 07.2016
- Formulated policies that improved operational efficiency and productivity.
- Established performance standards for staff members in order to drive productivity levels up.
- Cultivated a culture of collaboration among department heads to facilitate cross-functional project execution.
- Spearheaded efforts to enhance customer service processes while maintaining quality assurance standards.
- Assisted with product launches by coordinating promotional activities with sales teams.
- Cultivated and maintained industry relationships and customer partnerships to capitalize on opportunities and maximize business success.
Director of Operations
The Results Companies
Winter Haven, FL
04.2012 - 10.2013
- Directed the operations and logistics of a multi-million dollar business.
- Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
- Managed day-to-day operations of a large staff in multiple departments.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Developed and maintained client relationships to grow business and improve account retention.
- Successfully improved employment turnover through creating incentive and training programs.
General Manager of Operations
Xerox
Raleigh, NC
08.2010 - 04.2012
- Analyzed data from surveys and focus groups to identify trends in customer feedback.
- Implemented strategies for improving customer experience through enhanced product offerings or improved service delivery.
- Organized and facilitated budgets, product estimates, sales forecasts and product allocations to maximize resource utilization and customer sales opportunities.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Director of Operations
StarTek
Collinsville, VA
11.2004 - 11.2009
- Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
- Worked with management team to develop operational goals aligned with business strategy.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Enhanced customer service and satisfaction through policy and procedural changes.
Education
Associate of Arts - Music History, Literature, And Theory
Valor Christian College
Canal Winchester, OHSkills
- Risk Mitigation
- Process Improvement
- Strategic Planning and Execution
- Operational Efficiency
- Cost Control
- Performance Analysis
- Performance Improvement
- Employee Development
- Profit and Loss Accountability
- P&L Management
- Lean Sigma Black Belt Certification
Additional Information
Account Management, Client Services, Customer Service Leadership, Consolidation Management, Domestic/Offshore Experience, P&L/Revenue Management, Healthcare Experience, Workforce Management, Remote/ Work at Home, Operations Analytics
Certification
- Lean Sigma Black Belt Certification
Timeline
Director of Operations
Dispatch Health
07.2019 - 01.2024
Director of Operations
Alorica
07.2016 - 07.2019
Vice President of Customer Service
Apria Healthcare
10.2013 - 07.2016
Director of Operations
The Results Companies
04.2012 - 10.2013
General Manager of Operations
Xerox
08.2010 - 04.2012
Director of Operations
StarTek
11.2004 - 11.2009
Associate of Arts - Music History, Literature, And Theory
Valor Christian College
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