Waymon E. Bryant
Atlanta,Georgia
Overview
21
21
years of professional experience
Work History
Director Of Advocacy Engagement | Clinical Operations
Alere/Optum Health
Atlanta, Georgia
10.2013 - 05.2024
- Lead a team of Enrollment & Clinical Operations Managers/Supervisors/Agents in a call center environment, through the implementation of the business plan and with excellent people skills
- Establish a customer-focused culture by implementing and managing initiatives and measurement tools that aim to achieve sales, customer satisfaction, loyalty and retention
- Responsible for leading the daily operations of the team to include work assignments, staffing, training, coaching, data/campaign management and evaluating team members with the help of our WFO Team
- BPO oversight & vendor management was executed for customer service/advocacy via performance management meeting/exceeding KPIs, ensuring quality assurance 85 – 94%, maintaining staffing levels & ongoing training for success
- Building of Teams to effectively execute the engagement of participants into the preventive and intervention medical programs offered by the Client’s respective health insurance plans
- Leadership training & development of frontline management with a focus on Net Promoter Score and the understanding of the value it brings to the Voice of the Consumer
- Leveraged best in class applications within our Avaya Systems, Salesforce, Integrated Clinical Utilization Environment (ICUE), etc
Director of Sales & Service
Advance Communication Group, LLC
West Palm Beach, Florida
06.2012 - 10.2013
- The DOS&S works with executive team in creating and executing the sales department’s go-to-market and operational strategies to achieve business objectives
- Determined and monitored the department's key performance indicators (KPIs) such as revenue vs
- Plan, contact rate, quote closure rate and gross profit percentage
- Anticipated and reacted quickly to trends and changes in performance
- Developed and implemented employee performance management programs (Management & Agent development) to ensure all are consistent with the vision & company focus for success
- Participated in corporate succession planning activities, writes and delivers employee reviews, keeps close tabs on employee morale and creates a positive working environment
- Participated in the development and management of sales department budgets
Program | Account Manager
One Touch Direct, LLC
Tampa, Florida
07.2011 - 06.2012
- Effectively managed and maintained sales productivity for the on-going development of assigned program(s)
- Oversaw the use of performance incentives and effective communication to ensure all required goals are met in accordance with program standards
- Accountabilities centered on maintaining sales quality, elevating customer experience, and overall productivity on the sales floor utilizing sales skills and product knowledge in developing Team members
- Consistently maintained and/or exceed client expectations by uncovering areas of concern regarding sales/scripting and recommendations to improve all
- P&L and hitting budgeted expectations, looking for new ways to reach those goals outside of the normal program requirements while creating a great growth Call Center work environment for all
Partnership Director
Spherion Corporation
Atlanta, Georgia
01.2003 - 01.2011
- Provided creative and effective leadership guiding daily operations for an inbound / outbound Call Center Operation generating $16 Million in annual sales volume
- Collaborated with senior managers and key staff in forecasting future sales, developing services, marketing and promoting services to major clients, and spearheading policy development and implementation, staff development and contractual oversight
- Fully accountable for P&L performance
- Monitored and assisted personnel at multiple sites in achieving desired outcomes (sales & service), with strong focus on outsourced business operations for AT&T, Coca-Cola, TSYS, and Sunsource Technology
- Due to efforts, selected as Coca-Cola’s preferred Call Center Provider
- A multiple (5X) winner of AT&T/ Bellsouth Excellence in Call Center Service Awards for Sales (Gold Partner Award)
Education
Bachelor of Science -
University of West Georgia
Carrollton, GAWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
- Internal communications
- Media relations
- Message development
- Coalition building
- External communications
- Organizational development
- Fundraising
- Partnership development
- Policy implementation
- Community development
- Service planning
- Time management abilities
- Negotiation
- Direct operations
- Change management
- Written communication
- Staff oversight
- Teamwork
- Team collaboration
- Volunteer management
- Multitasking Abilities
- Risk management
- Program development
- Team building
- Written and verbal communication
- Adaptability and flexibility
- Effective customer communication
- Staff supervision
- Problem-solving
- Administrative management
- Program implementation
- Goal setting
- Strategic planning
- Contract management
- Problem-solving aptitude
- Interpersonal skills
- Client meetings
- Problem-solving abilities
- Relationship building
- Interviewing skills
- Reliability
- Staff training
- Active listening
- Analytical skills
- Professional demeanor
- Client needs assessments
- Analytical thinking
- Teamwork and collaboration
- Continuous improvement
- Self motivation
- Effective communication
- Decision-making
- Communication
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Accomplishments
- 2X Pinnacle Nominee Sperion Top Partnership
- 2X Winner Spherion Performance Forum Award
- 5 X Winner of AT&T Gold Partner Award
- 5X Bellsouth Top Call Center Operations
- 9X (MCI Telecommunication) Chairman's Inner Circle Award Winner
Timeline
Director Of Advocacy Engagement | Clinical Operations
Alere/Optum Health
10.2013 - 05.2024
Director of Sales & Service
Advance Communication Group, LLC
06.2012 - 10.2013
Program | Account Manager
One Touch Direct, LLC
07.2011 - 06.2012
Partnership Director
Spherion Corporation
01.2003 - 01.2011
Bachelor of Science -
University of West Georgia
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