Mychal Montgomery
Glenolden,PA
Summary
Experienced Operations Manager with a proven track record of consistently enhancing operational efficiency and driving staff performance. Adept in strategic planning and process improvement, possesses exceptional leadership and problem-solving abilities. Recognized for achieving significant advancements in team development and regulatory compliance, resulting in top-tier customer service and operational excellence.
Overview
8
8
years of professional experience
Work History
Central Station Operations Manager
Universal Atlantic Systems
07.2023 - 09.2024
- Managed operations for 24-7 security monitoring department comprised of 30 monitoring associates, 3 shift supervisors & assistant manager
- Work in collaboration with Central Station Technology manager to forecast and implement technology needs
- Developed structure for department metrics & reporting frequency to ensure ongoing compliance with call center & monitoring association KPI’s
- Developed training structure to ensure adequate equipping and retention of employees
- Collaborate with counterpart department managers to ensure seamless communication and service delivery
- Provided oversight for Central Station management through established expectations and goal setting
- Provided expected goals and frequency to supervisor for their respective shifts
- Conducted quarterly evaluations for supervisors based on set goals
- Developed department policies and procedures in order to establish department structure
- Monitored and reviewed programming to guarantee met schedules, guidelines and quality performances.
Guest Success/Contact Center Manager
Flight Adventure Park
01.2022 - 07.2023
- Manage call center operations for 8 U.S
- Parks
- Served as interim Contact Center Manager for Canadian brand within a month of hire
- Reduced expenses by managing vendor contracts in order to validate current & future service needs
- Developed/Manage Guest engagement platforms such as Instaply, Reputation to ensure timely response to customer inquiries & escalations
- Conducts weekly staff meeting and provide monthly team evaluations
- Generates Contact Center KPI’s in order to drive process improvement and best practices
- Manage SharePoint site for proficient access & navigation of department procedures & protocols
- Completed multiple projects in an 8-month span such as: Instaply Guest re-engagement process, Guest survey response process which increased social media ratings, Department onboarding process, Electronic Guest Invite programming for enhancement of customer experience
Call Center Manager
Howard University Hospital
09.2021 - 01.2022
- Manage schedules/operations for 9 Information Specialists & 1 telecommunications tech in a 24/7 call center environment
- Developed, managed & updated electronic department resource binder to ensure centralized documentation sharing and reporting
- Implemented navigational policies and procedures, establishing metrics for the department
- Managed selected telecommunications work orders
- Developed vendor contract-based configuration proposal of work order system, to foster more seamless ticket submission and completion
- Performed comparative analysis of vendor, contract service agreements & work orders in order to validate current & future service needs
- Plans, directs, manages, and evaluates team performance to ensure customers are receiving a high level of service with a focus on quality and first call closure
- Ensures professional and courteous customer service for all Contact Center encounters via call recording
- Provides feedback to associates to ensure attainment of Quality goals
- Responsible for performance appraisals, performance improvement plans, interviewing and hiring
- Measures and reports Contact Center performance against objectives and goals
Call Center Supervisor
Jefferson Health System
09.2018 - 06.2021
- Manage schedules/operations for 15-20 staff members in 24/7 call center environment
- Manages face to face visitor interaction at 3 information desks sites throughout the hospital
- Facilitate cross training between call center and information desk environments
- Collaborate with various hospital personnel to develop emergency hospital code algorithms and procedures
- Plans, directs, manages, and evaluates team performance to ensure customers are receiving a high level of service with a focus on quality and first call closure
- Ensures professional and courteous customer service for all Contact Center encounters via call recording
- Provides feedback to associates to ensure attainment of Quality goals
- Responsible for performance appraisals, performance improvement plans, interviewing and hiring
- Measures and reports Contact Center performance against objectives and goals
Lead Call Center Representative
Jefferson Health System
11.2016 - 09.2018
- Assisted Manager with management of call center & 3 information desks throughout the hospital
- Assisted with creating protocols/procedures for processing incoming calls according to hospital policy
- Assisted with training staff to communicate information effectively throughout the hospital via various computers systems & applications
- Assisted with management emergency codes processing and documentation
- Assumed scheduling and timekeeping responsibilities for 24-hour operations
- Mastered navigation of two timekeeping systems
- Reported monthly departmental statistics
- Promoted to Call Center Manager two months after first promotion
Education
College/University - Business Administration, Business Intelligence & Analytics Management
DeVry University
03.2027
Skills
- Strategic planning
- Process improvement
- Goal setting
- Schedule coordination
- Staff management
- Business management
- Regulatory compliance
- Performance improvement
- Resource coordination
- Operational Efficiency
- Performance Analysis
- Effective Communication
- Staff Training and Development
- Operations Management
- Team Development
- Staff Scheduling
- Policy Implementation
- Team Oversight
- Operating Procedures
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Excellent Communication
- Organizational Skills
- Analytical Thinking
- Interpersonal Skills
- Goal Setting
Timeline
Central Station Operations Manager
Universal Atlantic Systems
07.2023 - 09.2024
Guest Success/Contact Center Manager
Flight Adventure Park
01.2022 - 07.2023
Call Center Manager
Howard University Hospital
09.2021 - 01.2022
Call Center Supervisor
Jefferson Health System
09.2018 - 06.2021
Lead Call Center Representative
Jefferson Health System
11.2016 - 09.2018
College/University - Business Administration, Business Intelligence & Analytics Management
DeVry University
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