Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Whitley Pontnack

Miamisburg,OH

Summary

Results-driven Call Center Operations Manager known for enhancing productivity and efficiency in fast-paced environments. Specialize in workforce management, customer service optimization, and process improvement to ensure seamless operations. Excel in communication, leadership, and problem-solving, utilizing these soft skills to lead teams effectively and achieve operational excellence.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Call Center Operations Manager

Rush Transportation
Dayton , OH
01.2024 - Current
  • Analyzed and monitored key performance metrics to ensure quality assurance standards were met.
  • Managed daily operations of the dispatch team to ensure efficient workflow and customer service.
  • Coordinated with other departments to ensure timely delivery of goods and services.
  • Analyzed data to identify trends in customer orders and optimize routes for maximum efficiency.
  • Conducted weekly meetings with staff to discuss current issues or changes in policy or procedure.
  • Resolved customer complaints regarding late or incomplete deliveries by working with logistics teams to find solutions.
  • Managed a team of 10+ customer service representatives in a high-volume call center environment.
  • Developed and implemented strategies to improve customer satisfaction, reduce wait times, and increase efficiency.
  • Resolved escalated customer complaints in a timely manner.
  • Maintained accurate records of calls received and processed within the call center system.
  • Provided support to staff members regarding technical issues or customer inquiries.
  • Oversaw daily activities including staffing, scheduling, monitoring workloads.
  • Tracked trends in customer interactions to identify areas of improvement for the team.
  • Led process improvement initiatives to enhance operational effectiveness and efficiency.
  • Reviewed reports regularly to analyze call center performance against established goals.
  • Generated detailed reports on call center productivity levels for management review.
  • Coached employees on techniques for handling difficult customers or situations.
  • Assessed employee performance through regular one-on-one meetings and evaluations.
  • Recruited, trained, evaluated and supervised personnel as needed.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Planned staff and training meetings and scheduled conference rooms.
  • Trained and supervised new employees to promote overall team productivity and consistent service.
  • Prepared reports on team performance, customer feedback, and operational metrics for senior management.
  • Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
  • Participated in the recruitment and selection process for new team members.
  • Collaborated with other departments to streamline processes and improve service delivery.

Customer Service Manager

Rush Transportation
Dayton, Ohio
03.2022 - 01.2024
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Established positive rapport with customers, managers, and customer service team members to maintain a positive and successful work environment.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Improved customer service wait times to mitigate complaints.
  • Monitored phone calls to provide feedback and coaching.
  • Generated KPI reports to track and improve metrics.
  • Trained new hires on products and services, best practices, and protocols to reduce process gaps.
  • Managed correspondence, tracked activity, and leveraged data communications to boost traceability initiatives.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.
  • Delegated work to staff, setting priorities and goals.
  • Recruited and trained new employees to meet job requirements.

Customer Service & Returns Manager

Blatchford
Miamisburg, OH
07.2020 - 03.2022
  • Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools.
  • Resolved complex customer issues by identifying the source of the customer's issue and resolving it in a timely manner.
  • Demonstrated in-depth knowledge of products, services, and policies to coach team members.
  • Led training of new and existing staff, assessing skill levels to develop individual training, addressing strengths and weaknesses.
  • Delivered feedback on performance to address service gaps and improve client expectations.
  • Fostered a productive environment through consistent one-on-one training and efficient problem-solving.
  • Examined parts for defects and exchanged defective parts with the manufacturer representative to maintain high quality standards and customer satisfaction.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Delegated work to staff, setting priorities and goals.
  • Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
  • Treated associates with fairness and respect, providing recognition of accomplishments.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Recruited, hired, and trained new employees, including monitoring and review of individual performance.
  • Coordinated work schedules and distributed tasks to 10 employees in 2 departments.
  • Reviewed employee performance every 6 months and delivered constructive feedback to improve weaknesses.
  • Building of demo assemblies.
  • Issuance of credits, upon evaluation of products.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Experience with BSI Audits and creation of work instructions.
  • Implamentation of price increases across product line.

CSSR/Sale Support Specialist

Blatchford
Miamisburg, OH
02.2020 - 07.2020
  • Effectively reporting on sales via traced sales, salesforce, & PowerBi
  • Strong customer relationships, leadership, and time management skills.
  • Processed customer orders, exchanges, and returns.
  • Followed up with sales teams and customers with complex issues to coordinate resolutions.
  • Fielded customer queries, providing clear, accurate answers to technical questions and support requests.
  • Answered high volume of calls in a fast-paced environment to offer above-and-beyond support for sales representatives' diverse needs.
  • Maintained a positive brand identity, leveraging strategic customer relation initiatives to promote affirmative relationships with clients and partners.
  • De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Interviewed customers regarding new product launches and reported feedback to the management team.
  • Generating a wide variety of reports to the Sales Team.

CSSR

Blatchford
Miamisburg, OH
09.2017 - 02.2020
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Documented conversations with customers to track requests, problems, and solutions.
  • Answered 50+ inbound calls per day
  • Strong customer relationships, leadership, and time management skills.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Confirmed delivery of orders and troubleshot missed delivery dates, shortages, and overages.
  • Organized and prioritized tasks and activities, and worked within strict timeframes and deadlines.
  • Shared detailed information regarding options to help customers make decisions.
  • Processing returns in a timely manner.
  • Completion of projects assigned by management in a timely and professional manner.
  • Promptly responding to general inquires from customers.
  • Processing customer orders, demo request, & loaners.

Senior Manager

Advantage Business Consulting
Miamisburg, OH
03.2016 - 09.2017
  • Resolved problems proactively and decisively, applying business acumen and sound judgment.
  • Maintaining 600 + accounts
  • Handled accounting operations, such as updating journal entries, pursuing collections, and reconciling accounts.
  • Oversaw cash flow, controlled costs, and financial matters.
  • Researched market competitors to identify potential risks to the business.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Treated associates with fairness and respect, providing recognition of accomplishments.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Oversaw efficient receiving and inventory management to keep stock within optimal levels.
  • Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs.
  • Recruited, hired, and trained new employees, including monitoring and review of individual performance.
  • Coordinated with staff to clarify information and enforce procedures, resulting in effective problem solving and smoother operations.
  • Coordinated work of 5 employees by offering clear direction and motivational leadership.
  • Identified business issues, creating customized solutions for individual problems.
  • Established ambitious goals for employees to promote achievement and surpass business targets.
  • Prepare legal paperwork for auctions on a monthly basis.

Assistant Director

All About Kids LLC
Centerville, OH
12.2013 - 03.2016
  • Oriented, trained, and directed staff to achieve objectives.
  • Mentored new employees on industry practices and business operations.
  • Managed schedules by completing work accurately and on time.
  • Monitored team compliance with safety and health guidelines.
  • Coached and guided direct reports on day-to-day operations, company policies, and procedures.
  • Handled incoming and outgoing mail, email, and faxes.
  • Cultivated and maintained positive relationships with employees and freelance personnel.
  • Liaised with stakeholders to address issues and implement solutions.
  • Produced and distributed memos, newsletters, email updates, and other forms of communication.
  • Managing 35+ employees
  • Maintaining employee scheduling and overtime.
  • Directed recruitment, selection, and hiring processes.
  • Supervised employee hiring, selection, and disciplining procedures.
  • Maintained knowledge of regulatory changes, new trends, and employment laws.
  • Monitored organizational compliance with federal, state, and local policies and regulations.
  • Maintaining employee records.

Education

High School Diploma -

Oregon High School
Oregon, IL
05.2009

Some College (No Degree) - Early Childhood Special Education

Kishwaukee College
Malta, IL

Skills

  • Project management abilities
  • Employee coaching
  • Call Center Operations
  • Business development understanding
  • Customer relations
  • System implementation
  • Inbound and Outbound Calling
  • High-energy attitude
  • Shipping and receiving understanding
  • Quality assurance controls
  • Schedule mastery
  • Cross-functional collaboration
  • Conflict mediation
  • Price increase experience
  • BSI audit knowledge
  • Training and coaching
  • Policy Enforcement
  • Workforce Management
  • Training Management
  • Call Monitoring
  • Employee Motivation

Certification

  • Leadership Training - 2020-2021
  • CPR & First aid Training - 2021
  • Fire Safety Training-2021
  • Phishing Awareness-2020
  • Preventing The Spread of Infectious Disease-2020

Timeline

Call Center Operations Manager

Rush Transportation
01.2024 - Current

Customer Service Manager

Rush Transportation
03.2022 - 01.2024

Customer Service & Returns Manager

Blatchford
07.2020 - 03.2022

CSSR/Sale Support Specialist

Blatchford
02.2020 - 07.2020

CSSR

Blatchford
09.2017 - 02.2020

Senior Manager

Advantage Business Consulting
03.2016 - 09.2017

Assistant Director

All About Kids LLC
12.2013 - 03.2016

High School Diploma -

Oregon High School

Some College (No Degree) - Early Childhood Special Education

Kishwaukee College

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Whitley Pontnack