XAVIER HAMILTON
Charlotte,NC
Summary
Energetic and performance driven Operational Manager with 7 years of experience in supporting regional growth and development. Highly skilled in building cohesive, performance driven teams through individual development and succession planning. Successful in streamlining operations and restructuring inefficiencies to reduce operating costs, increase customer satisfaction and enhance bottom line profitability. Recipient of numerous awards based on exemplary management performance and leadership. Excellent written, verbal, and interpersonal communication skills with the ability to collaborate with internal and external stakeholders.
Overview
8
8
years of professional experience
Work History
Acting DES Operations Manager
Asurion
06.2023 - Current
- Led team of 5 Operations Supervisors supporting 6 regions across Southeastern United States.
- Provided comprehensive training programs for new hires, ensuring rapid onboarding and skill development.
- Motivated team members by offering constructive feedback during regular one-on-one sessions that foster personal growth.
- Implemented key sales strategies resulting in 10% sales performance increase.
- Collaborated with cross-functional teams to develop innovative solutions for operational challenges.
Service & Repair Manager
Asurion
02.2020 - 06.2023
- Responsible for supporting Asurion wireless clients, lead team of supervisors and repair technicians in 6 locations across state of North Carolina.
- Increased Net Promoter scores by 20 percents focusing on team outliers and customer engagement.
- Effectively responded to quarterly evolving sales environments by expanding from In-Store sales to both online and in-home sales.
- Created and managed budgets for travel, training, and team-building activities
- Recruited, Interviewed and trained employees to meet staffing and client demands.
Feild Operations Supervisor
Asurion
04.2019 - 02.2020
- Responsible for supporting team of 64 field couriers supporting Asurion clients across GA, SC, and CA
- Coach and counsel sales behaviors, assisting leaders with individual selling efforts and helping team reach targets.
- Partnered with sales, marketing, and management teams to improve processes for performance efficiency.
- Trained and educated team on technical and customer support techniques to improve net promoter score.
Operations Support Supervisor
Asurion
09.2018 - 04.2019
- Trained and managed 15-member help desk team supporting Asurion's wireless contact center.
- Provided customer experience insight to product and engineering teams to increase customer satisfaction.
- Created support documents that empowered and enabled user community to enhance skills, leverage system features and find resolutions to questions.
Tier 2 Supervisor
Apple
02.2016 - 09.2018
- Trained and managed 6-member help desk team
- Monitored customer feedback focused on deescalating external and internal complaints and questions
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation
Skills
- Coaching, Training and Development
- Data Management
- Microsoft Suites
- Google Suites
- CRM Tools
- Aspect
- Avaya
- Wise Cert
- Twilio
Timeline
Acting DES Operations Manager
Asurion
06.2023 - Current
Service & Repair Manager
Asurion
02.2020 - 06.2023
Feild Operations Supervisor
Asurion
04.2019 - 02.2020
Operations Support Supervisor
Asurion
09.2018 - 04.2019
Tier 2 Supervisor
Apple
02.2016 - 09.2018
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