Michelle Brooks
Operations Manager
Las Vegas,NV
Summary
Seasoned Sales and Service Manager with outstanding leadership and analytical abilities. Skilled in providing direction, motivation and guidance to sales and service teams. Well-versed in reports generation, product delivery and customer issues resolution. Qualified to hire, train and develop sales and service staff. Successful in discussing agent performance, maintaining accountability and acknowledging excellent results. Driven to maintain service standards by supporting staff in handling service issues and customer communications. Successful in evaluating processes to identify improvement opportunities and provide solutions. Excellent written and verbal communication skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operations Manager
E-Telequote
Las Vegas, NV
06.2023 - Current
- Assist with day-to-day operations, working efficiently and productively to develop Team Leaders and all team members.
- Develop strong communication and organizational skills through working on projects.
- Work effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Use critical thinking to break down problems, evaluate solutions and make decisions.
- Organized and detail-oriented with a strong work ethic.
- Work well in a team setting, providing support and guidance to all levels.
- Demonstrate strong organizational and time management skills while managing multiple projects.
- Facilitated virtual, in-person and blended learning sessions.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Provided coaching and mentoring to employees.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring.
Sales Supervisor
E-Telequote
Las Vegas, NV
06.2020 - Current
- Teach salespeople to close deals and improve sales performance to increase revenue for company.
- Trained and supported sales force with closing deals.
- Reviewed daily metrics of account executives to evaluate strengths and weaknesses.
- Organized and led staff meetings to share progress, establish goals and provide additional resources to keep team members on target.
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Oversaw team of 10 to 22 inside sales representatives and led staff to exceed sales goals.
- Trained employees on new technology and sales methods to build highly-knowledgeable and successful team.
- Administered performance reviews and held workshops to improve performance of team.
- Developed sales strategies and established procedures for new employees.
- Monitored sales team performance and provided constructive feedback.
Team Lead/Red Hat
24-7 Intouch
Las Vegas, NV
10.2018 - 06.2020
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Reviewed and assessed ongoing operations, developing initiatives for continuous process improvement.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Mentored and guided employees to foster proper completion of assigned duties.
- Audited team performance and compliance
Team Lead
Ttec (TeleTech) - HealthCare Solutions
Las Vegas, NV
07.2017 - 02.2018
- Assessed skill gaps for employees to meet identified needs.
- Liaised between trainers and course participants.
- Monitored day-to-day activities of Trainers and employees, noting areas needing improvement and implementing plans for rectification.
- Liaised between executives and entry-level workers, facilitating smooth communication and ensuring successful transition from training to operations
- Appropriately allocated resourced, budgets, inventories, training support and team building materials to increase overall productivity.
- Trained and mentored new personnel hired to fulfill licensed healthcare agent roles.
- Coached new team members and trainers on service techniques and provided scoring through quality assurance program.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Reviewed and assessed ongoing operations, developing initiatives for continuous process improvement.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Mentored and guided employees to foster proper completion of assigned duties.
- Audited team performance and compliance
Support Coach
Ameriprise Financial
Las Vegas, NV
10.2014 - 06.2017
- Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Coached agents to promote superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Perform QA evaluations and direct performance coaching for all frontline agents to determine training needs and define accurate plans for decreasing process lags.
- Partner with project management team to create up-training on new or updated processes
- Schedule and facilitate training modules for all frontline agents
- Create new and update existing SOPs
- Queue management to ensure proper staffing at all times
Team Leader
Telus International
Las Vegas, NV
10.2010 - 10.2014
- Monitor and evaluate employee performance results on daily, weekly and monthly basis
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Create and implement engagement activities including peer to peer mentoring, job shadowing for high performers, team potlucks, team and floor-wide challenges and power hours for free snacks or lunch
- Hold weekly team meetings and 1x1s for teams of 12-28 frontline chat, email and voice agents
- Queue management to ensure proper staffing at all times
- Perform QA evaluations for all frontline agents
- Create new and update existing SOPs
- Hiring and onboarding new employees
- Answering questions from staff and providing guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- Ensure adherence to policies for attendance, established procedures etc.
- Keep management informed on issues and problems
- Prepare monthly/annual results and performance reports
Skills
Goals and performance
Sales & Service team assistance
Performance evaluation
Staff Training
Management support
Delegation skills
Database Management
Staff Management
Inventory oversight
Systems and software programs
Reporting data
Data analysis
Effective service & selling techniques
Delivering reviews
KPI Reports
Meeting quotas
Operations Management & Support
Coaching, mentoring & developing teams and leaders
Certification
Life and Health License
Timeline
Operations Manager
E-Telequote
06.2023 - Current
Sales Supervisor
E-Telequote
06.2020 - Current
Team Lead/Red Hat
24-7 Intouch
10.2018 - 06.2020
Team Lead
Ttec (TeleTech) - HealthCare Solutions
07.2017 - 02.2018
Life and Health License
06-2017
Support Coach
Ameriprise Financial
10.2014 - 06.2017
Team Leader
Telus International
10.2010 - 10.2014