Stephanie Verver
Dallas,TX
Work Preference
Summary
Contact Center leader with nine years of progressive experience, including six years managing and scaling high‑performing teams in a fast‑paced, omnichannel environment.
Serves as a trusted hiring manager responsible for full‑cycle recruitment, talent selection, onboarding, and retention of frontline and leadership roles, with a strong focus on building teams that deliver exceptional service and embody Invited’s hospitality standards.
Experienced in partnering closely with Talent Acquisition and People Strategy to identify workforce needs, assess candidate fit, and ensure a consistent, inclusive, and high‑quality hiring experience. Known for making thoughtful, data‑informed hiring decisions, balancing operational demands with long‑term talent strategy to strengthen bench strength and support business growth. Actively involved in onboarding and early‑tenure development to accelerate time to proficiency, engagement, and performance.
Leads with a strong commitment to coaching, accountability, and continuous development providing clear expectations, regular feedback, and structured training to support career progression and succession planning. Recognized for developing future leaders through intentional mentoring and performance management, resulting in improved retention, engagement, and internal promotions.
Brings deep expertise in Network Reservations and tee time operations, ensuring policy adherence while collaborating cross‑functionally to resolve complex challenges and enhance program effectiveness. A collaborative, results‑driven leader who balances day‑to‑day execution with strategic priorities, leads confidently through change, and consistently delivers high‑quality service aligned with Invited’s commitment to exceptional member experiences. Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.
Overview
9
9
years of professional experience
Work History
Manager, ClubLine Services
Invited Clubs
Las Colinas, TX.
07.2017 - Current
Developed and implemented strategies to enhance team performance and customer satisfaction. Achieved successful placements by aligning candidate qualifications with hiring manager expectations. Enhanced recruitment processes through effective collaboration with hiring teams. Improved candidate selection outcomes by implementing best practices in evaluation. Network Tee Time Support Manager Qualifications Leadership & Strategic Strengths (applies across all three)
- Oversaw and optimized day-to-day functions of a dynamic omnichannel contact center to enhance customer service delivery.
- Enhanced operational performance by focusing on key metrics such as average handling time, service level adherence, quality, and customer satisfaction.
- Analyzed and improved workforce management strategies to achieve sufficient staffing and enhance overall efficiency in operations.
- Evaluated reporting data and trends to uncover inefficiencies and develop strategies for enhanced operational efficiency.
- Spearheaded system transitions and integrations, including Dialpad and omnichannel platforms.
- Developed and executed comprehensive training initiatives aimed at improving agent effectiveness and operational uniformity.
- Directed resolution of escalations to maintain exceptional member satisfaction.
- Engaged cross-functionally with IT operations and leadership to enhance operational efficiency and resolve challenges.
- Established structured accountability frameworks and performance management processes to drive organizational effectiveness.
- Oversaw all phases of recruitment, including candidate interviews, selection criteria, and onboarding procedures for new hires.
- Crafted comprehensive interview methodologies to ensure thorough evaluation of skills and alignment with organizational culture.
- Evaluated candidate qualifications and organizational needs to optimize hiring processes and meet performance goals.
- Implemented structured onboarding and ramp plans to ensure effective acclimatization of new employees.
- Implemented structured coaching and development strategies for new hires, focusing on nesting and early-stage performance improvement.
- Implemented strategies to build and maintain a diverse talent pipeline, aligning with organizational hiring goals.
- Ensured hiring profiles accurately reflect evolving business needs to attract suitable candidates.
- Implemented strategic hiring engagement and development initiatives to enhance employee retention.
- Oversee specialized support for network reservations and tee time booking systems
- Ensure adherence to booking rules including radius restrictions and partner guidelines
- Act as subject matter expert for reservation systems, processes, and policies
- Partner with clubs, partners, and internal stakeholders to resolve booking issues
- Monitor and enforce compliance with network standards and contractual requirements
- Develop coaching and quality frameworks specific to reservation accuracy and policy adherence
- Identify system or process gaps impacting booking success and recommend solutions
- Support training initiatives for agents handling network reservations
- Manage escalations related to access, availability, and booking discrepancies
- 9 years of leadership experience with progressive responsibility
- Proven ability to lead through change and system transitions
- Implemented targeted coaching techniques to enhance team performance and drive operational success.
- Data driven decision making with a focus on continuous improvement
- Balanced member satisfaction with streamlined operational processes to support organizational goals.
- Fostered a culture of accountability to enhance team engagement and productivity.
- Facilitated communication of key insights to senior leadership, fostering informed organizational strategies.
Education
High School Diploma -
Thomas Jefferson
Dallas, TXSkills
- Contact Center Operations Leadership
- Omnichannel Strategy & Execution
- Performance & KPI Management (AHT, SLAs, QA, CSAT)
- Workforce Optimization & Productivity Management
- Coaching, Development & Performance Improvement
- Full Cycle Hiring & Talent Strategy
- Process Improvement & Operational Efficiency
- Change Management & System Implementation (Dialpad)
- Data Analysis, Reporting & Strategic Decision Making
- Stakeholder & Cross Functional Leadership
- Program Ownership & Specialized Operations (Network Reservations)
- Quality Assurance & Compliance Management (Policy Adherence, Radius Restrictions)
Executive Objection
To advance into a Corporate Manager role where proven operational leadership, talent development, and strategic collaboration can be applied at scale to support Invited’s enterprise initiatives, elevate performance, and enhance the member experience.