Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tina Church

Canton,OH

Summary

Results-driven Senior Operations Manager with 17 years of experience overseeing production and service delivery in call center operations. Skilled in developing operational systems, analyzing financial data, and ensuring quality control. A cost-conscious professional well-versed in business principles, operational management, and budget development. Proven leader and problem-solver committed to optimizing operations for cost reduction and enhanced efficiency. Known for making independent decisions and demonstrating sound judgment to drive company success. Highly organized and reliable with a positive attitude, adept at managing multiple priorities and willing to take on additional responsibilities to achieve team objectives.


Overview

19
19
years of professional experience
1
1
Certification

Work History

Client Service Manager

Fusion BPO
10.2018 - Current
  • Enhanced client satisfaction by addressing concerns and providing timely solutions.
  • Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
  • Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
  • Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
  • Drove revenue growth by identifying upsell opportunities within existing accounts.
  • Reduced turnaround times on client requests by streamlining work processes.
  • Manage large complex budgets, P&L, PVP
  • Manage multiple federal accounts with revenue in excess of $10M annually

Sr. Operations Manager

Fusion BPO Services
05.2006 - Current
  • Improved operational efficiency by streamlining processes and implementing innovative strategies.
  • Managed 300+ employees across multiple locations globally
  • Reduced costs for increased profitability by optimizing resource allocation and eliminating redundant tasks.
  • Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
  • Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
  • Managed complex projects from concept to completion, ensuring on-time delivery within budget constraints.
  • Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
  • Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
  • Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
  • Managed employee-related issues encompassing labor, turnover and diversity.
  • Maintain payroll, scheduling and new hire onboarding

Education

Bachelor of Arts - Business Administration And Management

Ohio Midwestern College
Cincinnati, OH
06.2001

Skills

  • Strategic Planning
  • KPI Reporting
  • Key performance indicator management
  • Budget Administration
  • Operations Management
  • Resource Allocation
  • SOP compliance management
  • Project Management
  • Process Improvement
  • Client relationship building
  • Client services
  • Effective negotiation
  • Account management
  • Client experience management
  • Budget Management

Certification

  • Lean Six Sigma White Belt certified (AIGPE)

Timeline

Client Service Manager

Fusion BPO
10.2018 - Current

Sr. Operations Manager

Fusion BPO Services
05.2006 - Current

Bachelor of Arts - Business Administration And Management

Ohio Midwestern College

Similar Profiles

CREATE PROFILE