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
Paoli, PA
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
Sterling, Remote
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
Washington, D.C.
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
Abington, PA
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
Abington, PA
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