Open To Work
VANESSA HEAD
TrueAccord
Cleveland,MO
Work Preference
Job Search Status:
Open to work
Work Type
Full Time
Location Preference
On-SiteRemoteHybrid
Location:
Cleveland, MO
Open to relocation:
Yes
Minimum Desired Compensation
$120000/yr
Important To Me
Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefits
19
Years of experience
Operations manager and people leader with a track record of improving service, control, and profitability across complex support environments. Built workflows that cut SLA time from 2 weeks to 48 hours, led enterprise teams, and created RPA bots to improve automation, accuracy, and efficiency.
Work History
Manager
2 Years 2 Months- Supported the account servicing department across dispute resolution, CFPB/BBB complaints, client management, financial operations, debt settlement, client relationship, and specialty handling teams.
- Built workflows for consumer outreach and account servicing for 150+ onboarded clients, cutting SLA from 2 weeks to 48 hours within first year.
- Created RPA workflows for enterprise automation teams.
- Developed bots using UiPath, Automation Anywhere, and Power Automate.
- Reviewed business processes for automation opportunities and control gaps.
- Directed account servicing operations across dispute resolution, CFPB/BBB complaint, client management, financial operations, debt settlement, client relationship, and specialty handling teams.
Operations Manager
2 Years 6 Months- Supported operations for up to 250 employees and 25 supervisors, aligning daily work with service and profitability goals.
- Managed $2M annual budget/P&L, supporting financial control and operational planning.
- Cut employee turnover by 26.2% and added $225K in revenue during first year.
- Built operating policies and standard procedures to improve customer service quality and workflow consistency.
- Reviewed KPIs and provided performance reports with corrective-action recommendations to executive leadership.
- Recruited, hired, trained, and developed operational teams to meet production and customer service needs.
Mobile Customer Care Supervisor
2 Years 4 Months- Led 25-member enterprise customer support team and reviewed data to identify performance gaps and strengthen accountability.
- Resolved escalated customer issues and tracked sales and service metrics to support process improvements.
- Helped recruit, interview, coach, and train team members, then recommended staffing and procedural updates.
Operations Supervisor
2 Years 6 Months- Supported productivity goal tracking, reviewed employee performance, and assisted with hiring and staff development to keep daily operations running smoothly.
- Monitored compliance with company policies and regulatory requirements, backed corrective actions, and provided training to improve team performance.
- Led sales billing, Tier 1 technical support agents in US, and Tier 2 and Tier 3 technical support agents in Ukraine.
Operations Supervisor
3 Years 7 Months- Supported collections operations and maintained compliance with legal requirements and company policies.
- Assisted with performance reviews for 25 agents and helped coordinate candidate selection for 500+ representatives.
- Received Supervisor of Year award in 2015 and advanced to Manager in Training in 2016 for HVC.
Operations Supervisor
5 Years 4 Months- Managed productivity targets, conducted performance reviews, facilitated staff training, led hiring processes, and ensured compliance with operational standards to optimize team effectiveness.
- Analyzed department metrics and presented findings to management to inform strategic decisions and implement corrective actions.
Accomplishments
- Reduced employee turnover by 26.2% at Spectrum through operational and people-leadership initiatives.
- Increased revenue by $225K within the first year at Spectrum.
- Led an operation of up to 250 employees and 25 supervisors, with direct accountability for a $2M annual budget/P&L at Spectrum.
Skills
Customer operations and contact center leadership
Operations management
P&L accountability and budget management
Management of managers
KPI reporting and process improvement
Staff training and development
Workforce leadership
Quality assurance and compliance
Executive reporting and performance improvement
Robotic Process Automation (RPA)
AI IntegrVoice Technology
RPA automation
NICE
Power BI
Salesforce
NICE
Power BI
Tableau
ElevenLabs
OpenAI
Heartbeat
RPA automation
Timeline
Manager
TrueAccord
08.2024 - 10.2026Read More
Operations Manager
Charter Communications (Spectrum)
12.2021 - 06.2024Read More
Mobile Customer Care Supervisor
Charter Communications (Spectrum)
08.2019 - 12.2021Read More
Operations Supervisor
Deluxe Corporation
01.2017 - 07.2019Read More
Operations Supervisor
CBE Companies Inc.
04.2013 - 11.2016Read More
Operations Supervisor
Convergys
08.2007 - 12.2012Read More
Southern New Hampshire University
Some College (No Degree) from Cyber Security
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