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Work Background
ResultsCXDirector of Operations
Dec. 2021Philadelphia, Pennsylvania, United StatesSpearheaded innovative approaches in employee engagement and leadership development, driving success across key performance metrics, financials, and client satisfaction. Managed Health Insurance verticals with over 10 business units, including AEP/OEP sales seasons, with peak headcounts exceeding 1,800 employees.
Chick-fil-AExecutive Director
Sep. 2019 - Dec. 2021United StatesManaged and consulted for overall field operations for the business including operations, Human Resources, and marketing. This included sourcing and strategy, recruitment, onboarding, and engagement to improve retention and employee satisfaction, mentoring restaurant leadership and owner/operators, identifying sales growth opportunities, and cost reduction items. Key Achievements:
• Accelerated sales by 24%, 6% more than projections in the first fiscal year by implementing new processes for efficiencies and creating a culture of service-based sales outside the restaurant.
• Led the development of new leaders, executives, and owner/operators, influencing operators and restaurant leadership to drive daily operations.
• Maintained compliance with all laws and compliance standards in daily operations, finance, and employee relations.
• Implemented voice of the customer, collecting feedback and prioritizing initiatives based on customer perception and feedback.
• Reviewed financial results and identified areas of opportunity and ways to reduce cost and increase profitability.
• Provided leadership to train and develop restaurant Operators, Directors, and Managers to deliver stellar customer service and uphold corporate values.
• Delivered logical and effective solutions for clients by thoroughly assessing problems and maintaining extensive knowledge of current developments and trends affecting clients’ industry/markets.
• Monitored consistent and timely delivery and quality service through multiple business units.
Sitel GroupDirector of Operations
Oct. 2014 - Jul. 2019Amarillo, TexasDirected review and interpretation of the operational needs for all client and internal projects focusing on the engagement, satisfaction, and success of all clients and employees in the business unit. Responsible for the success and growth of client accounts. Key Achievements:
• Successfully attained +95% of client success metrics and financial budgets, along with improvement in employee retention by 9% and employee satisfaction by 14%, controlling contact centers over 1000 employees.
• Redeveloped manager training programs focusing on building a culture of servant leadership, and creating a full circle employee feedback program.
• Spearheaded social media and digital transformation team in achieving a higher return on investment in business development, employee engagement, and brand awareness across the North American markets.
• Headed sigma teams on instructional and process redesigns of core business operating models and processes for alignment with engaging employee experience and client satisfaction.
• Acted as Senior Lead of North America of continuous improvement and performance teams as well as digital and marketing.
• Organized and trained a high-performance team for collaboration, innovation, and transformation of the customer and employee experience.
• Oversaw the understanding of customer expectations and development project scopes accordingly, liaising with clients, business development, and customer service teams.
SitelManager of Operations
Nov. 2012 - Oct. 2014Amarillo, Texas AreaProvided leadership for Front Line Supervisors with responsibility for multiple business units, clients, and locations including financial forecasting/planning, tracking, and analysis of profit and losses. Key Achievements:
• Increased profitability by 8%, implementing new processing standards and removing inefficient and ineffective processes.
• Enhanced client, customer, and employee satisfaction through the establishment of robust management guides and processes.
• Boosted SLA metric from 75.00% to +99% consistently through development and implementation of management processes.
• Maximized business unit's financial efficiency by 17% and profit by 8% through execution of effective processes. • Initiated training and accountability structure to maintain client quality at 99%+ consistently against a 90% goal while maintaining employee morale, increasing engagement, and reducing attrition.
• Drove continuous improvement, cross-unit collaborations and efficiency optimization initiatives.
• Facilitated other business units and locations to improve performance and implement large complex changes and acted as the subject matter expert for multiple clients.
SitelCoach
Oct. 2009 - Nov. 2012Amarillo, TexasSupported agents delivering an excellent customer experience and achieve key sales and performance metrics, ensuring quality customer interactions and generating a sales-oriented culture.
Key Achievements:
• Established and executed creative coaching and communication techniques to motivate, develop, and reward a large workforce, both face-to-face in the center and virtually.
• Achieved customer NPS of more than 40 points and high employee satisfaction, establishing process improvements and client value addition practices.
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