Summary
Overview
Work History
Education
Skills
Accomplishments
Professional Development
Personal Information
Awards
Timeline
Generic

Roxanne Wehnke

Director Call Center Manager
Pompano Beach,FL

Summary

Strong, detailed-oriented leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact customer experience and company success.

Overview

18
18
years of professional experience

Work History

Director - Call Center Customer Service/Operations

Verizon, Inc.
08.2000 - 10.2017
  • Created an inclusive work environment which motivated employees to achieve optimal results
  • Recognized for best-in-class call center quality, budget, and attendance results
  • Developed force management plans to appropriately meet staffing requirements
  • Created contingency plans to meet fluctuations in staffing needs
  • Consistently exceeded revenue target of $180M
  • Strategically slashed nonessential expense items to deliver best in class profit margins > 50%
  • Executed strategic plans responsible for achieving customer satisfaction service result metrics of 95% or higher
  • Conducted weekly calibration sessions to measure quality of customer service agents
  • Provided management development plans and executed performance improvement plans.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
  • Established departmental performance goals and provided feedback for underperforming areas.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Improved project efficiency with strategic planning, resource allocation, and time management practices.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.

President/Owner Food Big Mike's BBQ Foodtruck

Self Employed
06.2013 - 04.2016
  • Hired and managed employees to maximize productivity while training staff on best practices and protocols.
  • Increased customer satisfaction through continuous improvement initiatives and excellent customer service.
  • Managed crisis situations effectively while minimizing disruption to daily operations.
  • Enhanced company performance by implementing strategic plans and overseeing daily operations.
  • Drove revenue growth by expanding product offerings and identifying new market opportunities.
  • Monitored financial performance and implemented measures to enforce compliance with budgetary standards.
  • Streamlined organizational processes by evaluating current systems and implementing improvements.
  • Delivered operational excellence by optimizing resources, processes, and overall cost structure.
  • Reduced operational costs through strategic cost management initiatives.
  • Employed optimal safety practices to reduce worksite complaints and hazards.
  • Led operational team in development, rollout, and management of new product lines.
  • Mitigated regulatory risks by overseeing adherence to insurance and safety regulations.
  • Championed corporate social responsibility initiatives, fostering goodwill within the community and industry.
  • Established and maintained strong relationships with customers, vendors and strategic partners.
  • Managed financial, operational and human resources to optimize business performance.
  • Developed innovative sales and marketing strategies to facilitate business expansion.
  • Analyzed industry trends and tracked competitor activities to inform decision making.
  • Maintained P&L and shouldered corporate fiscal responsibility.
  • Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.

Operations Support Manager

Bell Atlantic Communications
02.2000 - 08.2000
  • Collaborated with HR to staff for sixty call centers across the United States
  • Monitored all call center budgets and consistently delivered outstanding results related to revenue, expense, and margin
  • Managed all attendance initiative plans resulting in an absentee improvement of 3%
  • Calibrated Quality Assurance sessions and led cross functional teams responsible for the creation of training and development documents.
  • Enhanced team productivity by providing ongoing training and development opportunities.
  • Collaborated with other departments to streamline inter-departmental communication and workflows for increased efficiency.
  • Established a culture of collaboration among team members that fostered continuous learning and knowledge sharing.
  • Conducted regular performance reviews, setting clear expectations and providing constructive feedback to support staff growth.
  • Reduced operational costs with strategic budget management and resource allocation.
  • Facilitated change management initiatives, leading teams through transitions smoothly while minimizing disruptions in operations performance.
  • Produced reports outlining [Type] metrics.
  • Increased operational agility through effective planning, forecasting, risk mitigation strategies.
  • Managed cross-functional teams to deliver project objectives on time and within budget.
  • Developed strong relationships with vendors to negotiate favorable pricing and contract terms.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.

Education

Bachelor degree - Business Management & Economics

Empire State College

Associate degree - Business Administration

Tompkins County Community College

Skills

  • Customer Relationship Management
  • Customer Escalations
  • Prioritizing Critical Initiatives
  • Creation, Execution, & Analysis of KPI's
  • Revenue Growth
  • Cost analysis and savings
  • Performance Evaluation and Monitoring
  • Project Management
  • Contingency Planning
  • Verbal and written communication
  • Operations/Project Management
  • Creativity and Innovation
  • Contract and Vendor Management
  • Facilities Management
  • Sales management
  • Business Growth Initiatives
  • Marketing Strategies
  • Data Analysis
  • Budget Development
  • Organizational Structuring
  • Schedule Management
  • Artificial Intelligence Software
  • Proficient in MS Office Suite, Google Docs

Accomplishments


Consistently exceed customer service objects utilizing NPS and Mystery Caller - 95% or higher.

Best in Class Absentee Results in Verizon Call Center Organizations - Reduction of 45%

Responsible for 75 management employees and 1500 union represented employees across the United States.

Led Operations Task Force to increase automation rates from 28% to 46%

Consistently achieved best-in-class profit margins of >50% and met/exceeded revenue targets of $150M

Verizon President's Choice Award -2017, 2016, 2015

Verizon's Excellence Award - 2012 & 2010

Professional Development

  • Leadership Development Program, University of Maryland
  • Executive Presentation & Communication, University of Minnesota
  • Financial Accounting Course & Implementing Strategy Course, Wharton School of Business
  • Mutual Gains Bargaining, Cornel University
  • Net+ Technologies Certificate, LAN, WAN, W-LAN, University of Phoenix

Personal Information

Title: Customer Service Call Center /Customer Service Consultant

Awards

  • Awarded Verizon President's Choice Award - 2017, 2016, & 2015
  • Verizon's Excellence Award - 2012 & 2010

Timeline

President/Owner Food Big Mike's BBQ Foodtruck

Self Employed
06.2013 - 04.2016

Director - Call Center Customer Service/Operations

Verizon, Inc.
08.2000 - 10.2017

Operations Support Manager

Bell Atlantic Communications
02.2000 - 08.2000

Bachelor degree - Business Management & Economics

Empire State College

Associate degree - Business Administration

Tompkins County Community College

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Roxanne WehnkeDirector Call Center Manager