Dynamic operations manager with a proven track record at APAC Customer Services, excelling in customer service excellence and call center operations management. Successfully implemented process improvements, enhancing efficiency and reducing response times. Skilled in vendor relationship management and inventory control, fostering a collaborative environment that drives team performance and satisfaction.
Hi, I’m
Wayne White
Rome,NY
Summary
Overview
16
years of professional experience
Work History
Golden Garment District
Owner/Operator
02.2019 - 11.2025
Job overview
- Managed daily operations, ensuring efficient workflow and high-quality garment production.
- Developed strong vendor relationships, optimizing supply chain processes and product sourcing.
- Oversaw inventory management, implementing systems to track stock levels and reduce waste.
- Trained and mentored staff, enhancing team performance and promoting a collaborative work environment.
- Analyzed market trends to adjust product offerings, increasing customer satisfaction and sales growth.
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
APAC Customer Services
Call Center Manager
03.2015 - 12.2018
Job overview
- Led team of agents to exceed customer satisfaction targets through effective coaching and support.
- Implemented process improvements that enhanced call handling efficiency and reduced average response time.
- Utilized performance metrics to identify training needs and develop tailored coaching programs for staff.
- Monitored daily operations, ensuring adherence to quality standards and compliance with company policies.
- Fostered a positive work environment that encouraged collaboration, accountability, and high employee engagement levels.
- Analyzed customer feedback trends to inform service enhancements and drive continuous improvement strategies.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
Pets And Things
Office Manager
06.2009 - 05.2013
Job overview
- Streamlined office operations to enhance productivity and efficiency
- Managed inventory systems, ensuring optimal stock levels and timely reordering
- Coordinated scheduling and logistics for staff meetings and client appointments
- Developed office policies that improved workflow and employee satisfaction
Education
MVCCUtica, NY
No Degree from Computer Information Systems
University Overview
Skills
- Operations management
- Supply chain optimization
- Vendor relationship management
- Inventory control
- Customer service excellence
- Quality assurance compliance
- Call center operations management
- Escalated issue resolution
- Workflow streamlining
- Accurate record keeping
Timeline
Owner/Operator
Golden Garment District
02.2019 - 11.2025
Call Center Manager
APAC Customer Services
03.2015 - 12.2018
Office Manager
Pets And Things
06.2009 - 05.2013
MVCC
No Degree from Computer Information Systems