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
Cortland NY/FT. Lauderdale, FL.
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