Loveland, Colorado, United States
With over 14 years of extensive leadership experience in customer support, escalations, and investigative research, I have a proven track record of leading and inspiring high-performance call center teams, both remotely and on-site. My expertise lies in implementing strategies to enhance productivity, efficiency, and customer satisfaction, while managing complex escalations and providing effective win-win solutions for high-profile customer issues. I possess strong verbal and written communication skills and am adept at collaborating cross-functionally with sales, quality, learning and development teams to build relationships with clients and internal associates. Proficient in data-driven decision making, I excel under tight deadlines, demonstrating creative thinking and high problem-solving skills. I am committed to fostering continuous improvement through training and coaching, ensuring compliance with company policies, regulatory requirements, and service level agreements (SLAs). With the ability to work on multiple projects simultaneously, I manage high-stress situations calmly and effectively. My ability to work independently, prioritize workload, multitask, and follow up as necessary in a fast-paced, deadline-oriented environment has been key to my success.
As Operations Manager for the Visa Concierge division, I led a team of 9 Supervisors and 100+ employees, driving operational excellence and high customer satisfaction through effective coaching, process improvements, and strong client relationships. My key achievements include: • Achieved 85% service level adherence for calls and requests over the past 10 months, consistently meeting or exceeding client performance metrics. • Attained 100% quality across various business segments by implementing tailored development plans and progressive coaching. • Enhanced call quality, resulting in a 5-point increase in relationship-building components and a 10-point boost in discovery techniques. • Reduced compliance issues by 35% through a mandatory 75-day refresher training. • Performance Improvement Plans: Designed and implemented a 'pick-list style' menu for performance improvement plans, increasing operational efficiency. • Prepared and presented 15+ high-visibility listening sessions with key banking clients, fostering long-term trust and partnership growth. • Conducted deep-dive listening sessions to analyze and improve customer satisfaction, leading to enhanced cardholder experiences. • Spearheaded sales-style incentive programs like the “Get the Win on the Call" initiative, promoting on-call resolutions and motivating the team. • Collaborated closely with the Escalations Supervisor to resolve complex issues, turning detractors into promoters. • Successfully managed a remote workforce, maintaining engagement and performance through virtual meetings and podcasts. • Cross-Functional Collaboration with internal and external teams, including Quality, Learning and Development, and Ten Group, to align on best practices and improve service delivery. • Cultivated strong relationships with client account managers, earning trust through consistent metric achievement, transparency, and personal ownership.
Chosen to develop and lead the SiriusXM Golden Customer Team, a pilot initiative focused on providing concierge-level service to high-value customers. • Led a team of 15 Universal Agents in a pilot program, blending care, retention, and sales for high-value customers, consistently achieving high satisfaction scores. • Used Emotional Intelligence (EI) training to instill core team strengths, improving customer interactions and delivering top-tier satisfaction ratings. • Owned client communications, ensuring transparent updates on team performance and client needs, strengthening collaborative relationships with SiriusXM leadership. • Created comprehensive documentation to define employee and supervisor expectations, ensuring operational consistency and improving team onboarding. • Trusted to act as Interim Operations Manager, representing the site on daily performance calls and discussing metric attainment and staffing with the client. • Successfully maintained team engagement during the transition to remote work, leveraging virtual meetings and ensuring continued strong performance.
Led a team of 20+ agents to exceed client KPIs and operational goals through creative coaching and strategic leadership. • Consistently exceeded KPIs in care, retention, and sales, contributing to multiple Qualfon Directors Club awards (Q2 and Q4 2019). • Developed and implemented comprehensive documentation for team processes, ensuring consistency and uniformity across operations. • Mentored four team leads, supporting their promotion to supervisory roles through targeted coaching and leadership development. • Adapted team priorities to meet evolving client expectations, ensuring continuous alignment with shifting goals and performance standards. • Introduced early interventions for behavioral issues, maintaining absenteeism rates under 2% and ensuring consistent team attendance and productivity.