VERSHON ENSLEY
Houston,TX
Summary
Business operations and contact center leader with a background in operational management, customer experience, and cross-functional coordination. Supports executive decision-making by analyzing business processes, aligning technology solutions to strategic priorities, and improving team performance through KPI monitoring, coaching, and process improvement.
Overview
17
17
years of professional experience
Work History
Business Operations Manager
HARRIS COUNTY GOVERNMENT
Houston, Texas
02.2022 - Current
- Supported executive leadership and stakeholders with information for decision-making.
- Reviewed business processes and recommended technology solutions to improve operational efficiency.
- Built technology roadmaps aligned with strategic priorities.
- Acted as a link between business units and technology teams.
- Supported county department operations and strategic initiatives aligned with organizational goals.
Contact Center Operations Manager
TTEC
Houston, Texas
02.2016 - 12.2021
- Directed daily contact center operations, achieving service objectives through effective management.
- Implemented continuous improvement strategies that enhanced customer experience.
- Monitored KPIs and performance metrics to identify areas for improvement.
- Developed supervisors and frontline employees, enhancing team capability and customer service.
Senior Program Manager
HEWLETT PACKARD
01.2010 - 01.2016
- Delivered executive-level customer support and communication to ensure stakeholder satisfaction and engagement.
- Led customer-facing programs and cross-functional teams to enhance collaboration and project alignment.
- Provided guidance to customers on risk mitigation strategies to enhance their decision-making.
- Performed root cause analyses and developed corrective action plans to address issues effectively.
Education
Bachelor of Science - Political Science and Government
University of Maryland Global Campus
Hyattsville, MDSkills
- Operations management
- Contact center operations
- Customer experience
- Performance management
- KPI management
- Process improvement
- Continuous improvement
- Workforce optimization
- Employee coaching and development
- Data analysis
- Technology integration
- Project management
- Change implementation
- Strategic planning
- Stakeholder relations
- Operations leadership
Timeline
Business Operations Manager
HARRIS COUNTY GOVERNMENT
02.2022 - Current
Contact Center Operations Manager
TTEC
02.2016 - 12.2021
Senior Program Manager
HEWLETT PACKARD
01.2010 - 01.2016
Bachelor of Science - Political Science and Government
University of Maryland Global Campus