WILLIAM RIDINGS
CIBOLO
Summary
Senior Operations Executive with 20+ years of leadership experience driving large-scale, multi-site contact center and business operations. Proven track record of leading organizations of 2,000+ employees, optimizing workforce strategy, and delivering multimillion-dollar revenue growth and cost efficiencies. Expert in operational transformation, workforce planning, and client performance optimization. Combines deep operational leadership with financial services expertise to design strategies that drive profitability, scalability, and long-term growth.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Financial Representative
New York Life & NYLIFE Securities
San Antonio, USA
05.2024 - Current
- Advise clients on wealth-building, retirement income, and risk mitigation strategies, including tax-advantaged solutions
- Develop customized financial plans aligning long-term income, RMD strategies, and legacy goals
- Built a high-quality pipeline through strategic outreach and relationship development
- Recognized as Representative of the Month (2x)
Associate Vice President of Operations
IBEX Global
San Antonio, USA
11.2021 - 12.2023
- Led 13 campaigns across multiple sites, overseeing 2,000+ employees and full operational performance
- Designed and implemented an onshore labor optimization strategy, delivering record-breaking profitability
- Directed multi-site operations including workforce planning, budgeting, and performance management
- Led large-scale transition to Work-From-Home model, improving retention and reducing overhead
- Reduced attrition and improved employee engagement through leadership development and culture initiatives
Senior Site Director
IBEX Global
San Antonio, USA
06.2018 - 10.2021
- Led three high-performing sites, achieving top client scorecard rankings
- Expanded operations into offshore markets to support scalable growth
- Directed workforce management strategy including forecasting, scheduling, and reporting
- Partnered with executive leadership on strategic planning and performance initiatives
Director of Operations/Site Director
IBEX Global
San Antonio, USA
01.2014 - 06.2018
- Led launch and rapid scale of Frontier operations from 280 to 1,000+ employees, generating $26M+ annual revenue
- Built and developed full leadership teams across multiple locations
- Managed capital and operating budgets while improving operational efficiency
- Implemented performance systems that drove consistent client satisfaction and revenue growth
Senior Operations/Training Manager
IBEX Global, Frontier Communications
Charleston, USA
04.2011 - 01.2014
- Managed 150+ employees and leadership team of supervisors and mentors
- Reduced attrition from 12% to 4.5% in 90 days
- Increased sales performance from 1.5% to 8.5% in 90 days
- Designed compensation structures that improved productivity and revenue per hour
Education
Bachelor's Degree - Business Leadership
University of Arizona Global Campus
10-2025
Associate of Applied Science - Computer Engineering Technology
Austin Peay State University
Clarksville, TN01-1995
Skills
- Multi-Site Operations Management
- Workforce Management
- Strategic Planning
- P&L Ownership & Cost Optimization
- Organizational Transformation
- Client & Stakeholder Management
- Revenue Growth & Margin Expansion
- Change Management (Scaling)
- Financial Service & Retirement Planning
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
- Uniform Securities Agent State Law Examination (Series 63); NASAA; 11/24
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
Bachelor's Degree - Business Leadership
University of Arizona Global Campus