Roderick Highsmith
Las Vegas,NV
Summary
Experienced operations professional skilled in optimizing workflows and driving efficiency. Strong focus on team collaboration and achieving measurable results, adaptable to changing needs and environments. Expertise in strategic planning, process improvement, and resource management. Known for reliability and effective leadership in high-pressure situations.
Overview
23
23
years of professional experience
Work History
Senior Operations Manager
Foundever
07.2018 - 06.2025
- Led cross-functional teams to streamline operations and enhance service delivery.
- Implemented process improvements resulting in increased efficiency and reduced operational costs.
- Developed comprehensive training programs for staff, fostering a culture of continuous improvement.
- Analyzed operational workflows to identify bottlenecks and recommend strategic solutions.
- Oversaw project management initiatives to align resources with organizational goals and objectives.
- Established key performance indicators to monitor progress and drive accountability across teams.
- Collaborated with stakeholders to optimize resource allocation and enhance customer satisfaction levels.
- Mentored junior managers, promoting professional development and leadership skills within the team.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
- Ensured regulatory compliance across all aspects of operations by staying current on industry standards while implementing necessary policies or procedures accordingly.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
- Reduced costs for increased profitability by optimizing resource allocation and eliminating redundant tasks.
- Effectively managed departmental budgets, identifying opportunities for cost reduction and resource optimization.
- Allocated resources to planned programs according to business objectives.
- Prepared documents for internal and external audits.
- Managed complex projects from concept to completion, ensuring on-time delivery within budget constraints.
- Established robust performance metrics to track progress against objectives regularly and adjust strategies as needed for success.
- Developed comprehensive risk management plans to mitigate potential threats to organizational stability and growth.
- Served as a trusted advisor to senior leadership on matters related to operational performance, strategic planning, and organizational development.
- Continuously assessed emerging trends in operations management along with best practices in order to make informed recommendations for future enhancements.
- Facilitated culture of continuous improvement, encouraging feedback and innovative ideas from all levels of organization.
Senior Operations Manager
Protocol\EGS\Alorica
11.2015 - 05.2018
- Responsible for managing front line supervisors that manage the day-to-day operations of their team. Insure that all KPIs are met I.E. Service levels, quality, agent efficiencies, and P&L. Coach and develop front line supervisors. Conduct regular team meetings.
Service Delivery Manager
Protocol\EGS\Alorica
10.2014 - 11.2015
- Responsible for the performance of a multi-site line of business spanning 5 locations in the US, Canada, and Guatemala consisting of 400 front line employees, 20 Team Leaders, and 5 Operations Managers. Prepared and delivered to the client weekly performance reviews covering each sites KPIs and developed actions plan for any KPI misses.
Director of Operations
Protocol\EGS\Alorica
04.2008 - 10.2014
- Responsible for the daily operations of a 350 seat inbound and outbound contact center. Managed the direct labor, client relationships, and P&L.
Operations Manager
Protocol\EGS\Alorica
10.2002 - 04.2008
- Responsible for the day to day operations of an inbound contact center consisting of over 70 different clients including 8 sales accounts, managed over 65 employees and 13 members of entry level management, worked closely with multiple departments to ensure that client required goals are meet, solely responsible for the profit and lose, quality, and staffing, oversaw scheduling/forecasting and insured that the proper staffing levels are maintained, trained both customer service and sales agents/supervisors.
Education
No Degree - Criminal Justice
Missouri Western State University
Saint Joseph, MOSkills
- Operations management
- Productivity improvement
- KPI reporting
- Strategic planning
- Operational excellence
- Workforce planning
- Safety management
- Goal attainment
- Employee engagement
- Data analysis
- Performance improvement
- Team leadership
- Employee relations
- Budget development
- Employee reviews
- Quality assurance
- Customer service
- P&L management
- Forecasting
Timeline
Senior Operations Manager
Foundever
07.2018 - 06.2025
Senior Operations Manager
Protocol\EGS\Alorica
11.2015 - 05.2018
Service Delivery Manager
Protocol\EGS\Alorica
10.2014 - 11.2015
Director of Operations
Protocol\EGS\Alorica
04.2008 - 10.2014
Operations Manager
Protocol\EGS\Alorica
10.2002 - 04.2008
No Degree - Criminal Justice
Missouri Western State University
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