Xanthe Bergey
Columbus,OH
Summary
Dynamic and results-driven B2B, Program, Project & Employee Manager with extensive experience in operations and call center management in the Automotive and Insurance Industries creating successful customer relationship development. Leverages finely-honed interpersonal and time management skills to successfully manage team and increase profitability, achieving corporate goals and objectives. Energetic and goal-oriented with a genuine passion for strategy and a well-rounded background in supporting a progressive organization in optimizing performance, productivity and growth through our newly implemented auto-dialer and process improvements. Astute communicator and presenter adept at establishing rewarding relationships to benefit business growth. Analytical Manager with a focus on Organization, Training and Diligence.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Director of Operations
TenPoint Complete
04.2014 - Current
- Achieved team goals through formalized training plans, coaching, and performance management.
- Monitored budget and utilized operational resources.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Defined, implemented, and revised operational policies and guidelines.
- Oversaw day-to-day production activities in accordance with business objectives.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Mentored and coached team members to foster productive and engaging work environment.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Established and monitored quality assurance standards to achieve operational excellence.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Trained and guided team members to maintain high productivity and performance metrics.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
Contact Center Manager
TenPoint Complete
01.2000 - 04.2014
Education
Human Resources Management -
Columbus State Community College
11-2025
Skills
- Revenue Generation & Project Management
- Strategic Planning
- Customer & Client Relations
- 10 Years Leadership Management & Employee Development
- Market Research & Analysis
- Business Outreach Strategies
- Promotional & Customer Service Tactics
- Effective Presentation and Performance Management
- Ability to lead and get results through others
- Strong analytical skills, ability to think strategically and influence business decisions using appropriate fact-based information
- Excellent interpersonal and communication skills
- Ability to coach, develop and mentor team members while performing comfortably in a fast-paced & deadline-oriented work environment
- Strength in working with cross-functional teams including executive management, operations, marketing and sales
- Strategically plan and develop employee recruitment processes and procedures
- Establish and monitor associate performance by reviewing performance materials, reports and call monitoring in order to identify opportunities for improvement and training needs
- Self-directed, organized and disciplined team player
Professional Highlights
- TenPoint Complete - Contact Center Management
- Developed KPI’s to obtain better overall performance goals and objectives
- Designed, directed and executed business strategies to increase and improve service levels
- Communicate solutions, successes and opportunities to the Executive Management Team
- Consistently builds ongoing relationships to strengthen partnership with Automotive and Insurance partners
- Evaluate and coach team members to grow their knowledge and increase customer satisfaction
- Develops and implements plans for targeted penetration of the market
- Conducts training programs to educate professionals regarding products and programs
Certification
- Licensed Realtor - 2023
Timeline
Director of Operations
TenPoint Complete
04.2014 - Current
Contact Center Manager
TenPoint Complete
01.2000 - 04.2014
Human Resources Management -
Columbus State Community College
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