Stephanie Hovey
Chandler,AZ
Summary
Seasoned Operations Manager and strategic leader with 6+ years of experience driving organizational success through effective planning, problem-solving, and execution. Proven track record of enhancing business strategies and optimizing daily operations to improve efficiency and productivity. Results-driven and resilient in building high-performing teams, streamlining processes, and implementing data-informed improvements. Adept at identifying growth opportunities, aligning operations with industry trends, and delivering measurable outcomes through strong leadership and communication skills.
Overview
20
20
years of professional experience
Work History
Vice President of Operations
Telgian
Phoenix, AZ
03.2023 - Current
- Optimized operational workflows through implementation of innovative software tools, enhancing team productivity and collaboration.
- Facilitated cross-departmental initiatives to synchronize project goals with organizational objectives.
- Oversaw vendor management processes to ensure contract compliance and enhance supplier relationships.
- Spearheaded development and strategic implementation of problem-solving processes to enhance operational efficiency.
- Led cross-functional teams to drive seamless collaboration and enhance business outcomes.
- Fostered robust relationships with clients, vendors, and partners to enhance collaborative opportunities.
Team Leader
Carvana
09.2021 - 03.2023
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Led team of 15 members while providing exceptional customer service.
- Participated in cross-functional team-building activities.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
Operations Manager
24-7 Intouch
04.2017 - 09.2021
- Managed daily operations of Inbound Customer Service organization, orchestrating forward-thinking strategies to accomplish profit and expansion goals. Led to implantation and expansion to offshore site.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
- Trained and guided team leaders to maintain high productivity and performance metrics.
- Improved staff morale and improving VOA scores quarterly.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Followed through with client requests to resolve problems.
- Approved regular payroll submissions for employees.
- Accomplished multiple tasks within established timeframes.
- Evaluated report data to proactively adjust and enhance operations.
Operations Manager
Affinitas / ARC Smart Solution
09.2007 - 04.2017
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Initiated operations improvements to improve overall call center productivity.
- Managed call center from initial start-up to full operational status.
- Established operational objectives and work plans and delegated assignments to subordinate managers.
- Met all customer call guidelines including service levels, handle time and productivity.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Facilitated inter-departmental communication to effectively provide customer support.
- Training & QA Manager: Started up all new clients and traveled to clients sites for TTT. Trained numerous of inbound and outbound programs for cable/internet/phone clients and energy clients for billing and technical support. Had to conduct training to different learning styles and create training material to constantly improve training curriculum. Assessed trainees and trainers to ensure we get the best outcome to production.
- Started as a customer service representative taking inbound technical and billing calls for a cable client.
Hostess
Applebee's
03.2007 - 12.2007
- Demonstrated genuine hospitality while greeting and establishing rapport with guests.
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Set dining tables according to type of event and service standards.
Customer Service Representative
Etelecare Global Solutions
02.2006 - 01.2007
- Answered constant flow of customer calls and assisted customer with cell phone warranty.
- Addressed and resolved customer product complaints em-pathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
Education
High School Diploma -
Toppenish High School
Toppenish, Washington2005
Skills
- Skilled in call center operations
- Familiarity with Key Performance Indicators (KPIs)
- Customer Relationship Management Software (CRM)
- Sales Force, ICOMS / CSG, AX, Dynamics 365
- Skilled trainer
- Excellent time management skills
- Effective problem solver
- Microsoft Outlook, Word and Excel
- Exceptional telephone etiquette
- Operations oversight
- Operations management
Timeline
Vice President of Operations
Telgian
03.2023 - Current
Team Leader
Carvana
09.2021 - 03.2023
Operations Manager
24-7 Intouch
04.2017 - 09.2021
Operations Manager
Affinitas / ARC Smart Solution
09.2007 - 04.2017
Hostess
Applebee's
03.2007 - 12.2007
Customer Service Representative
Etelecare Global Solutions
02.2006 - 01.2007
High School Diploma -
Toppenish High School