WILLIAM RIDINGS
CIBOLO,USA
Summary
Talented Senior Leader offering 20+ years of experience in trend monitoring, market pricing and deal-making. Gifted in oral and written communication, contract negotiation and dispute resolution. Desire to bring expertise to dynamic position with room for career growth and opportunity to make lasting impact on team profitability.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Financial Representative
New York Life & NYLIFE Securities
05.2024 - Current
- Met with customers to assess needs, financial status, and eligibility.
- Built strong relationships with clients through transparent communication and trust-building activities.
- Supported continuous improvement efforts within the organization by participating in training programs, workshops, and industry conferences.
- Conducted thorough risk assessments, minimizing potential losses for clients and the firm.
- Provided ongoing education to clients on relevant financial topics, empowering them to make informed decisions about their future.
- Nurtured new business leads through targeted outreach, cultivating a robust pipeline of prospective clients.
- Representative of the Month for two consecutive months
ASSOCIATE VICE PRESIDENT OF OPERATIONS
IBEX Global
11.2021 - 12.2023
- Operations- managed thirteen campaigns between multiple locations with over 1,000 employees
- Developed new onshore admin labor strategy culminating in record breaking profits
- Managed multiple Site Locations
- Coordinated closure of two onshore locations and strategically relocated employees to Work at Home positions
- Oversaw talent acquisition efforts, attracting top talent from diverse backgrounds and skill sets while maintaining a rigorous selection process for continued excellence within the organization.
- Reduced employee turnover rates by fostering a positive work environment and offering competitive compensation packages.
- Enhanced operational efficiency by streamlining processes and implementing cost-saving measures.
- Negotiated favorable contract terms with vendors and suppliers, reducing operational costs without compromising quality or service delivery standards.
SENIOR SITE DIRECTOR
IBEX Global
06.2018 - 10.2021
- Led three Onshore Locations to top of Client Scorecard; ultimately growing Campaign into new Offshore Region
- Improved and innovated operational standards and ensured all policy and procedures were followed
- Drove strategies and processes relating to all aspects of workforce management, including forecasting, staffing, scheduling, and reporting disciplines
- Assisted and advised Country VP in developing, tracking, and managing strategic objectives across multiple campaigns and lines of business
DIRECTOR OF OPERATIONS/SITE DIRECTOR
IBEX Global
01.2014 - 06.2018
- Planned, coordinated, and executed successful Texas Launch of Frontier - New Braunfels and San Antonio
- Built strong, Self-Contained Management Teams in both locations, resulting in top performance on Client Scorecards
- Ability to grow and maintain productive relationships with Peers and Clients alike
- Instrumental leader for Frontier Campaign, increasing HC from 280 agents to over 1000 agents within 36 months, resulting in over $26 million in annual revenue
- Drives strategies and processes relating to all aspects of workforce management, including forecasting, staffing, scheduling, and reporting disciplines
- Fosters culture of consistency, accountability and continuous improvement
- Attracts and retains highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques
- Assists in preparation and management of capital budget, operating budget, and expense management for Site Operations
- Develops and manages contact center capacity plan inclusive of development of annual plan required for operational need
- Strategically identifies and improves process for growth, efficiency and profitability relative to enterprise need
SENIOR OPERATIONS/TRAINING MANAGER
IBEX Global, Frontier Communications
04.2011 - 01.2014
- Strategic planning, development, staffing, management and financial performance of 150 employees
- Train, direct, and motivate shift to achieve profitability and client standards daily
- Management team of 7 Supervisors and 6 Team Mentors
- Manage and coordinate action plans for daily operations, establish work priorities and ensure customer inquiries are handled effectively while meeting cost, productivity, customer satisfaction, sales, and quality goals
- Improved shift attrition from 12% to 4.5% in 90 days
- Improved shift sales goal 1.5% to 8.5% in 90 days
- Established Supervisor compensation plan to improve RPH by $5 per staffed hour
- Maintained and approved legacy Supervisor staff through providing purpose, direction, motivation and recognition
Education
BACHELOR'S DEGREE - LEADERSHIP
University of Arizona Global Campus
12.2024
ASSOCIATE OF APPLIED SCIENCE - Computer Engineering Technology
Austin Peay State University
Clarksville, TN01.1995
Skills
- Global Call Center Operations
- Relationship Building
- Employee Relations
- Cultivating Productive Relationships
- Motivational Leadership
- Analyzing Financial Data
- Cost Reduction Strategies
- Budgeting
- Forecasting
- Sales Forecasting
- Performance Analysis
- Continuous Improvement Projects
Certification
- Financial Industry Regulatory Authority Securities Industry Essentials (SIE) Exam; FINRA; 08/24
- Financial Industry Regulatory Authority Investment Co. and Variable Contracts Products Rep Exam (Series 6); FINRA; 10/24
Timeline
Financial Representative
New York Life & NYLIFE Securities
05.2024 - Current
ASSOCIATE VICE PRESIDENT OF OPERATIONS
IBEX Global
11.2021 - 12.2023
SENIOR SITE DIRECTOR
IBEX Global
06.2018 - 10.2021
DIRECTOR OF OPERATIONS/SITE DIRECTOR
IBEX Global
01.2014 - 06.2018
SENIOR OPERATIONS/TRAINING MANAGER
IBEX Global, Frontier Communications
04.2011 - 01.2014
ASSOCIATE OF APPLIED SCIENCE - Computer Engineering Technology
Austin Peay State University
- Financial Industry Regulatory Authority Securities Industry Essentials (SIE) Exam; FINRA; 08/24
- Financial Industry Regulatory Authority Investment Co. and Variable Contracts Products Rep Exam (Series 6); FINRA; 10/24
BACHELOR'S DEGREE - LEADERSHIP
University of Arizona Global Campus
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