Vineyard, Utah, United States
MBA and Technologist. Data Engineer with a demonstrated history of working both directly with BTC/BTB clients and internal stakeholders in the SAAS industry. Skilled in Data Engineering and Analytics, Microsoft Office, Google Suite, Sales, Sales Presentations, Interviewing, and Recruiting, Project Management and Development. Strong operational professional with a Master of Business Administration-MBA focused in Data Analytics from the University of Louisville.
As a key member of the Management team, the Director of Quality and Training will report to CEO and assume a strategic role in operational efficiency and quality assurance for all departments within the company. The Director of Quality will assume a key role in establishing operations analytics, operational processes and procedures, and Salesforce.com operational development and integration. This role needs to have a significant measurable impact on the overall efficiency and effectiveness of all departments in the company. The Director of Quality and Operational Analytics is responsible for assessing the quality of the performance of our customer experience team and employees that interact directly with customers. This role will assist in developing, approving and implementing call center processes and procedures as well as developing training materials and programs to improve the overall customer experience. This role will provide oversight and reporting to department management regarding call center employee performance and ensuring company policies and SOPs are being followed. This will include direct oversight of auditing and other personnel necessary to audit quality of call center and other departments that interact with customers. This role will also oversee the development and management of NorthStar University and will provide ongoing support for development and maintenance of appropriate curriculum that meets the company and department objectives, key to fulfilling the brand promise of NorthStar to deliver “Less Worry, More Life” to its customers and people within the organization.
Excerpt from my Job Description: "As a key member of the Management team, the Director of Quality and Operational Analytics will report to the VP of Customer Experience and assume a strategic role in efficiency and quality assurance within the company. The Director of Quality will have primary day-to-day responsibility for assisting in the planning, implementing, managing and controlling many of the Sales Quality Assurance activities of the company. This will include direct oversight of the following departments: Account Creation, Auditing, and Customer Assurance. This also includes quality control and efficiency of other departments as well. Furthermore, the Director of Quality and Operational Analytics will also play a critical role in establishing operations analytics, operational processes and procedures, and Salesforce.com operational development and integration. This role will have a significant measurable impact on the overall efficiency and effectiveness of all departments in the company."
Main functions included the management of the entirety of NorthStars Inbound Customer Call Center During this time: ● Implemented/administered SalesForce CRM among 75 employees, designing key workflows, custom functions & layouts ● Designed cross-functional stakeholder reporting and dashboards analytics used across Operations division ● Reduced truck-rolls by 38% in 3 months saving $55k/month ongoing, by implementing advanced phone troubleshooting
Recruited, Interviewed, Hired and Oversaw Training of new employees in my department. Dealt with disciplinary actions. responsible for employee termination within my department. I also participated in the interview and Hiring process of other departments. I retained customers wishing to cancel within their Right of Recession time period. Sold new accounts to new and existing clients. Created Edited and revised Standard Operating Procedures, Policy, Pay, Commissions, Incentives, and Bonuses for employees.
Marketed, Sold, Customized, and finalized Door to Door Sales with new customers