Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Clifton Strengths
Generic
Paul Makurat

Paul Makurat

Fort Myers,FL

Summary

Versatile Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in Business Process Outsourcing.


Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.


Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.



Overview

25
25
years of professional experience
1
1
Certificate

Work History

Director of Operations/Director of Talent Development

Alta Resources
07.2020 - 12.2022
  • Directed onboarding and training for over 120 new Supervisor employees each year, utilizing proprietary Leadership Training materials.
  • Implemented Proprietary Coaching Training that resulted in significant lift in Employee Engagement scores.
  • Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
  • Updated training processes by reviewing existing documentation, leveraging feedback from associates, and working with legal and compliance teams.
  • Followed programs closely to assess effectiveness and make proactive changes to meet changing demands.
  • Promoted employee buy-in of organizational objectives by conducting orientations of new team members and regular town hall meetings for established employees.
  • Collaborated with cross-functional departments to implement, manage and maintain Absorb LMS and related reporting.

Director of Operations

Alta Resources
04.2011 - 07.2020
  • Supported successful business development initiatives aligned with company's strategy and core competencies, resulting in >$20 Million in annual incremental revenue growth.
  • Assisted with creation of marketing strategy and advertising initiatives used to launch Fort Myers, FL Operations of >700 FTEs.
  • Served as Public Relations/Community Liaison for Fort Myers Office - see link for example - https://www.news-press.com/videos/money/companies/2014/03/02/5957991/
  • Created culture of collaboration and inclusion to increase morale and reduce turnover.
  • Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
  • Optimized Contact Center Metrics (Service Level, SHT, ASA, etc.) via Six Sigma Methodology to address root causes of any metric deficiencies
  • Provided documentation of processes to comply with regulations and company policies.
  • Assessed performance management structures and implemented enhancements to improve frameworks and strengthen results.
  • Led change and transformation across business areas to deliver benefits and align company resources.
  • Aligned department vision, goals and objectives with company strategy to achieve consistently high results.
  • Devised processes to boost long-term business success and increase profit levels.
  • Established personnel performance metrics to encourage efforts toward common goals.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Evaluated service contracts and collaborated with legal counsel on negotiated improvements.
  • Hired and directed teams to achieve daily and long-term operations and business goals.
  • Worked closely with organizational leadership and board of directors to strategically affect operational direction.
  • Managed daily operations while overseeing multiple locations to foster increased productivity.
  • Delegated assignments based on plans, project needs and knowledge of individual team members.
  • Analyzed business needs while soliciting customer feedback for process improvements.
  • Focused teams on developing innovative and cutting-edge approaches with effective resource allocation and strategic planning.

Program Director

Alta Resources
05.2006 - 04.2011
  • Provided ongoing direction and leadership for 130 FTE Call Center operation.
  • Developed Upsell program from ground up, this transformed the call center from a "cost center" to a "profit center" in that incremental revenue paid for the call center's operational costs.
  • Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
  • Optimized Contact Center Metrics (Service Level, SHT, ASA, etc.) via Six Sigma Methodology to address root causes of any metric deficiencies
  • Collaborated with various teams to uncover issues, identify applicable solutions and offer guidance.
  • Maintained and updated project related documents.
  • Improved success of program by making proactive adjustments to operations.
  • Orchestrated smooth and efficient program development by collaborating cross-functionally across departments.
  • Interviewed and hired talented Supervisors and Trainers with expertise in Customer Service to increase Customer Care strengths within already proficient department.
  • Addressed and resolved technical, financial and operational concerns by working with team members and directors.
  • Met with project stakeholders on regular basis to assess progress and make adjustments.
  • Identified risks and developed mitigation plans.
  • Interacted with customers and clients to identify business needs and requirements.

Call Center Supervisor

Alta Resources
10.1999 - 05.2006
  • Supervised Customer Care & Sales Teams for the Consumer Packaged Goods and Logistics Industries


Inside Sales Representative

Alta Resources
12.1997 - 10.1999
  • Inside Sales for the Drug Wholesale class of trade

Education

Bachelor of Science - Industrial And Organizational Psychology

University of Wisconsin - Oshkosh
Oshkosh, WI

Skills

  • Relationship building
  • Public Speaking
  • Business Development
  • Improving Client Satisfaction
  • Client Retention
  • Onboarding, Training and Development
  • Management Team-Building
  • Business Leadership
  • Program Rollout
  • Six Sigma Methodologies
  • Strategic Leadership
  • Social Perceptiveness
  • Critical Thinking
  • Consultative Sales Techniques
  • P&L Analysis

Affiliations

  • Board Member, United Way of Lee, Hendry and Glades
  • Member, Society of Consumer Affairs Professionals

Certification

  • Certified Lean Six Sigma Green Belt, Juran Institute

Timeline

Director of Operations/Director of Talent Development

Alta Resources
07.2020 - 12.2022

Director of Operations

Alta Resources
04.2011 - 07.2020

Program Director

Alta Resources
05.2006 - 04.2011

Call Center Supervisor

Alta Resources
10.1999 - 05.2006

Inside Sales Representative

Alta Resources
12.1997 - 10.1999

Bachelor of Science - Industrial And Organizational Psychology

University of Wisconsin - Oshkosh

Clifton Strengths

Communication - People strong in Communication find it easy to put their thoughts into words.

WOO (Winning Others Over) - People strong in Woo love the challenge of meeting new people and winning them over.

Strategic - People strong in Strategic create alternative ways to proceed. Given any scenario, they can quickly spot the relevant patterns and issues.

Positivity - People strong in Positivity have an enthusiasm that is contagious. They are upbeat and can get others excited about what they are going to do.

Ideation - People strong in Ideation are fascinated by ideas. They are able to find connections between seemingly disparate phenomena.

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Paul Makurat