Summary
Overview
Work History
Education
Skills
Timeline
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William Travis Ridings

Cibolo

Summary

A dedicated and self-motivated leader who builds strong and talented teams, generating enhanced levels of cooperation and morale. Maintains an open mind to learn the best practices and techniques for any situation. Consistently delivers information-based solutions. An effective presenter, who balances a broad range of requirements and interests to constantly realize a profitable future. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.

Overview

13
13
years of professional experience

Work History

Associate Vice President of Operations

IBEX Global
11.2021 - Current
  • 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
  • Built strong strategic partnerships with both clients and cross functional leaders

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

Associate of Applied Science - Computer Engineering Technology

Austin Peay State University
Clarksville, TN
1995

Skills

  • Global Call Center Operations
  • Quality Assurance and Control
  • Employee Relations/ Cultivating Productive Relationships/ Motivational Leadership
  • Analyzing Financial Data focusing on Cost Reduction Strategies
  • Budgeting and Forecasting
  • Sales Forecasting
  • Performance Analysis
  • Payroll Reporting
  • Continuous Improvement Projects
  • Competent in electronic personnel records

Timeline

Associate Vice President of Operations

IBEX Global
11.2021 - Current

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

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William Travis Ridings