Shawn Clark
Fort Lauderdale,Florida
Summary
Seasoned manager with a demonstrated history of success spanning over a decade in clinical operations management, bolstered by profound leadership in team development and operational excellence. Proven ability to innovate processes, foster high-performing teams, and drive strategic initiatives to achieve exceptional results. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
20
20
years of professional experience
Work History
Contact Center Operations Manager
Prime Therapeutics
Eagan, MN
04.2018 - 04.2024
- Successfully increased work-from-home contact center staffing from 30 to over 300 agents.
- Focused on promoting talent from within, elevating team members to higher managerial roles
- Successfully lowered operational metrics, including shrinkage, AHT, and ACW when evaluated against on-site operations
- Successfully addressed challenging client issues while maintaining a cohesive team environment
- Collaborated across departments to streamline operations, ensuring compliance with program changes.
- Developed strong leadership skills among personnel, emphasizing communication and problem-solving
- Managed budgetary constraints and consistently delivered operational presentations to diverse audiences
- Created monthly reports for senior management summarizing operational performance metrics.
- Provided leadership during times of organizational change or crisis situations.
- Ensured compliance with industry regulations and company policies.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Ensured compliance with regulatory requirements and industry standards.
- Established processes to ensure efficient workflow throughout the organization.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Directed recruitment, hiring, and training of new staff members.
- Managed risk by developing and implementing effective risk management strategies.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Resolved customer inquiries and complaints requiring management-level escalation.
Contact Center WFM Supervisor/Unit Manager
ADT Security Services
Irving, TX
01.2006 - 04.2018
- Built and led a high-performance team, optimizing operational efficiencies and exceeding quality benchmarks
- Oversaw new call center establishment, leading to operational success and recognition for achievements
- Managed multi-site responsibilities for enhancing customer experience and departmental performance
- Played a key role in obtaining certifications and optimizing quality assurance measures
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Directed and supervised team of 25 employees in daily operations.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Advised management on ways to reduce labor costs while maintaining quality service.
- Reviewed budget allocations when creating work schedules to avoid overspending.
- Ensured compliance with all applicable federal, state, and local labor regulations.
Restaurant Server
Bully's La Jolla
La Jolla, CA
07.2004 - 12.2006
- Delivered food and drinks from kitchen or bar areas to dining room tables.
- Promoted additional menu items or special offers as appropriate.
- Greeted guests upon arrival and escorted them to their assigned tables.
- Responded quickly to guest inquiries or complaints in a professional manner.
- Provided menus, explained daily specials, and answered questions about menu items.
- Communicated regularly with kitchen staff regarding order status updates.
- Adhered to all safety and sanitation policies when handling food and beverage items.
- Maintained cleanliness of work area throughout shift by wiping down surfaces, taking out trash.
Education
Business Management -
Pellissippi State CC
Skills
- Strategic Planning
- Client Relationship Management
- Six Sigma Green Belt
- Logistics Management
- Organizational Management
- Workflow Optimization
- Performance reporting
- P&L Management
- Financial Management
- Customer Service
- Performance monitoring
- Customer Retention
- Marketing
- Contract Management
- Planning and Implementation
- Quality Assurance Controls
- Microsoft Suite expertise
- Operations Oversight
- Performance Management
- Financial and cash flow analyses
- Customer Relationship Management (CRM)
- Budget Development and Management
- Vendor Sourcing
- Negotiation
- Performance Evaluations
- Multi-site operations
- Maintaining Compliance
- Team Building/Leadership
- Operations Monitoring
- Cultural Awareness
- Sales background
- Expense Reports
- Lean manufacturing and design
- Cross-Functional Collaboration
- Salesforce
- Confluence
- AWS
- JIRA
- NICE
Timeline
Contact Center Operations Manager
Prime Therapeutics
04.2018 - 04.2024
Contact Center WFM Supervisor/Unit Manager
ADT Security Services
01.2006 - 04.2018
Restaurant Server
Bully's La Jolla
07.2004 - 12.2006
Business Management -
Pellissippi State CC
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