Timothy Haefliger
Sacramento,CA
Summary
Highly dedicated and organized leader with a proven track record in call center and operations management. Adept at building strong relationships, solving complex problems, and thriving in fast-paced, high-pressure environments. Self-motivated team player deeply committed to fostering partnerships, cultivating lasting relationships across all levels, and delivering exceptional customer service through dynamic communication skills.
Overview
19
19
years of professional experience
Work History
CALL CENTER DIRECTOR
K-Designers
Sacramento, CA
10.2024 - 02.2026
- Led and managed a team of up to 50 individuals, including senior managers, floor supervisors, call center representatives, and the entire dispatch scheduling department.
- Improved departmental efficiency and quality by implementing Standard Operating Procedures (SOPs), creating a positive and supportive work environment.
- Supervised performance through daily task monitoring, customer file audits, and service trend analysis, providing targeted feedback and coaching to ensure adherence to standards.
- Managed end-to-end recruitment initiatives, conducted monthly performance evaluations, and continuously monitored team member quality and productivity.
- Designed and organized comprehensive training sessions to enhance staff interaction effectiveness and efficiency.
- Ensured strict compliance with TCPA regulations and maintained the highest standards of data privacy.
- Managed the call center budget, strategically allocating resources to optimize efficiency and performance.
- Collaborated with third-party lead aggregators to secure a consistent flow of high-quality leads.
- Delivered weekly production updates, providing key performance insights to leadership.
SALES AND OPERATIONS MANAGER
The Van Patten Mortgage Group
El Dorado Hills, CA
12.2021 - 10.2024
- Developed and implemented operational policies and procedures that significantly enhanced workflow efficiency and accuracy.
- Reviewed and verified payroll, vendor payments, and other accounting disbursements for accuracy and compliance.
- Generated and updated financial reports regularly, presenting crucial information to leadership teams.
- Identified and evaluated opportunities for cost reduction, leading to effective savings.
- Conducted comprehensive orientation sessions for newly hired employees.
- Facilitated meetings between management and staff to discuss and resolve job performance-related issues.
- Oversaw daily departmental operations, including personnel management, budgeting, and scheduling.
- Coordinated with other departments to ensure seamless workflow processes and communication.
- Ensured full compliance with all applicable laws, regulations, and industry standards.
- Maintained meticulous records for tracking team member progress and performance.
CALL CENTER MANAGER
LoanPal
Roseville, CA
03.2012 - 05.2020
- Established successful policies for employee conduct and customer interactions, enhancing operational consistency.
- Set and managed key performance benchmarks for call center employees, driving improved results.
- Provided leadership, insight, and mentoring to new hires, sharing extensive knowledge of company programs.
- Oversaw sales and marketing operations, while actively developing strategic partnerships.
- Addressed and resolved internal and customer-related issues daily through strategic resolutions.
- Cultivated existing customer relationships through extensive communication and proven marketing strategies.
- Directed and supervised a team of 15 employees in daily operations.
- Managed the full employee lifecycle, including recruiting, hiring, training, mentoring, coaching, evaluating, and terminating staff as needed.
- Monitored employee productivity levels regularly to identify and implement areas for improvement.
ACCOUNT EXECUTIVE
National Finance Company
Sacramento, CA
01.2008 - 03.2008
- Drove new business development and client acquisition through proactive cold calling, effective lead generation, and exceptional service.
- Identified lucrative leads, built strong client relationships, and successfully upsold services, significantly increasing business development.
- Maintained up-to-date knowledge of changing industry standards and market trends relevant to accounts.
- Consistently identified and achieved sales quotas and expectations, regularly exceeding sales goals.
- Utilized consultative sales strategies to effectively overcome client objections and maximize sales activity.
CORPORATE RECRUITER
Aerotek
Sacramento, CA
09.2006 - 12.2007
- Generated over a quarter of a million dollars in placement revenue by executing 150 targeted talent searches.
- Successfully placed well-qualified, multi-faceted job candidates to fill open positions.
- Reviewed referral candidates and contacted qualified individuals to encourage applications.
- Trained and mentored newer recruiters on successful strategies for interviewing and qualifying candidates.
- Identified and recruited potential candidates through job postings, referrals, and other sourcing methods.
- Conducted initial phone screens with qualified applicants to assess their skills and experience comprehensively.
- Reviewed resumes, conducted in-depth interviews, and thoroughly evaluated candidate qualifications.
Education
American River College
Timeline
CALL CENTER DIRECTOR
K-Designers
10.2024 - 02.2026
SALES AND OPERATIONS MANAGER
The Van Patten Mortgage Group
12.2021 - 10.2024
CALL CENTER MANAGER
LoanPal
03.2012 - 05.2020
ACCOUNT EXECUTIVE
National Finance Company
01.2008 - 03.2008
CORPORATE RECRUITER
Aerotek
09.2006 - 12.2007
American River College