TASWAN MIMS
DMI: Digital Transformation Services
Cincinnati,OH
6
years of professional experience
Professional with robust background in directing and managing large-scale operations, consistently driving success through strategic planning and execution. Adept at implementing innovative solutions that enhance productivity and operational effectiveness. Known for fostering teamwork and adapting to evolving business needs, ensuring alignment with organizational goals.
Work History
Director, Contact Center
11 Months- Lead end-to-end contact center operations across inbound, outbound, and ticket management channels while maintaining strong service-level performance.
- Develop workforce management strategies including forecasting, capacity planning, and resource optimization.
- Analyze KPIs and quality metrics to identify trends, improve processes, and strengthen accountability.
- Partner with executive leadership to create reporting, action plans, and operational improvements.
Global Contact Center Manager
3 Years 4 Months- Managed a $5M annual operating budget, optimizing labor costs, financial reporting, and service performance.
- Led migration of the global CRM platform to Microsoft Dynamics 365, improving workflow efficiency and customer experience.
- Onboarded 43 employees during a high-growth period while maintaining strong engagement and retention.
- Managed launch of the Spring Hill Shopify platform, contributing to a 12% increase in average order value.
Operations Manager
10 Months- Created and implemented SOPs that improved cross-functional alignment and operational efficiency.
- Coached team leaders to align daily execution with business objectives and performance goals.
- Implemented AI-powered chatbot solutions, reducing agent workload by 70% and improving focus on complex customer needs.
- Streamlined operational workflows to enhance efficiency and reduce processing time.
- Led cross-functional teams to implement process improvements, increasing overall productivity.
Retail Store Manager
5 Months- Led retail operations to exceed sales goals and improve customer advocacy.
- Managed inventory controls, financial audits, compliance, and loss prevention standards.
- Coached frontline employees to improve customer relationships and sales performance.
- Led team in achieving sales targets through effective coaching and performance management
- Developed training programs that increased employee productivity and customer satisfaction by 22%.
Education
Bachelor of Arts - Theology and Leadership
Master of Arts - Theology
Master of Arts - Leadership
Skills
Mentorship and team development
Workforce planning proficiency
Relationship building
Verbal and written communication
Decision-making
Staff management
Budget management
Charismatic leader
Timeline
Director, Contact Center
DMI: Digital Transformation Services
2025.07 - CurrentRead More
Global Contact Center Manager
Gardens Alive
2022.03 - 2025.07Read More
Operations Manager
IGT Solutions
2021.05 - 2022.03Read More
Retail Store Manager
Cricket Wireless
2020.12 - 2021.05Read More
Lee University
Bachelor of Arts from Theology and Leadership
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Lee Univeristy
Master of Arts from Theology
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Lee University
Master of Arts from Leadership
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