Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Mike Dorado

Beckley,West Virginia

Summary

Experienced senior operations manager with a 20+ year background in operational systems and processes, examining financial data, and conducting quality control checks to maintain consistent top-level performance. Expertise in streamlining processes, enhancing productivity, and fostering high-performance teams to consistently exceed operational goals. Leveraging extensive experience deliver innovative solutions and operational excellence. Adept at managing complex projects and teams, cultivating strong client relationships, and ensuring seamless day-to-day operations. Cost-conscious and communicative professional familiar with business principles, operational management, and budget development practices. Analytical problem-solver with talents for team building, leading, and motivating teams. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.

Overview

20
20
years of professional experience

Work History

Senior Operations Manager

IBEX Global
01.2012 - Current
  • Responsible for managing contact center operations and performance for a staff exceeding 600 employees and 7 lines of business.
  • Oversee 30+ supervisors and 2 operations managers with a virtual and onsite workforce across 3 states.
  • Allocate resources to planned programs according to business objectives.
  • Optimize costs to contribute to productivity, cost development, and proficiency of central fulfillment operations.
  • Boosted team productivity by enhancing performance monitoring and instituting motivational approaches.
  • Complete gap analysis' and report issues and action plans to higher management or clients in great detail.
  • Reduce operational risks while organizing data to forecast performance trends.
  • Cultivate and strengthen lasting client relationships using strong issue resolution and dynamic communication skills.
  • Install innovative programs to increase employee loyalty and reduce turnover.
  • Implement business strategies to increase revenue and reduce new hire speed to proficiency.
  • Manage multiple projects with high success rate, leading to increased business responsibility.
  • Mitigated risks by working closely with staff members and assessing performance.

Call Center Manager

Global Contact Services
01.2004 - 01.2012
  • Exceeded expectations in several positions at Global Contact Services (2004–2012) that led to promotions within the company
  • Positions include: Team Leader, Account Coordinator, Sales Verification Manager, Quality Manager, Workforce Manager, and Call Center Manager.
  • Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
  • Led daily team meetings to review performance, set targets, and motivate staff.
  • Provided real-time coaching, guidance, and feedback to customer service agents to achieve development goals.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Improved average hold times, resolution rates, and satisfaction scores through staff development.
  • Analyzed customer feedback to identify improvement opportunities and develop action plans.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Implemented innovative service strategies to improve customer experience and engagement.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Oversaw employee performance to foster accurate prioritization and the achievement of sales and productivity goals.
  • Developed process controls and metrics for the daily management of the call center.
  • Defined clear targets and objectives and communicated them to other team members.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Education

B.A. - Business Management

Marshall University
Huntington, WV
12.2003

B.A. - Marketing

Marshall University
Huntington, WV
12.2003

Minor - Economics

Marshall University
Huntington, WV
12.2003

Skills

  • Strategic Planning
  • KPI Reporting
  • Procedure Optimization
  • Technology Integration
  • Data Analysis and Action Planning
  • Presentation skills
  • Google Suite and Office
  • Risk Analysis
  • Resource Management/Budget/Forecasting
  • Client Management
  • Outstanding Communication Skills
  • Leading Diverse Teams

Accomplishments

  • Consistently and successfully manages campaigns generating more than $1 million in revenue monthly
  • Recipient of the Country Manager Award at ibex in 2022.
  • VIP Award Winner at ibex in 2023

References

  • Mr. Jack Whitt, Site Director of IBEX Global Beckley, 101 Martin Drive, Mt. Hope, WV, 25880, 304-575-7272, Current Boss at IBEX Global
  • Mr. Jeff Meredith, Vice President of Operations at Global Contact Services, 101 Martin Drive, Mt. Hope, WV, 25880, 304-575-7500, Former Boss at Global Contact Services

Timeline

Senior Operations Manager

IBEX Global
01.2012 - Current

Call Center Manager

Global Contact Services
01.2004 - 01.2012

B.A. - Business Management

Marshall University

B.A. - Marketing

Marshall University

Minor - Economics

Marshall University

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Mike Dorado