Years of experience: 18

Call CenterC-level ExecutiveCall Center SupervisorCall Center TrainerCustomer ServiceService Quality Manager

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Melody's Career Path
Director of OperationsFeb. 2021 -
Nov. 2024
FlexRevolutionDirector of Operations
RemoteAt this role, I led operational improvements and streamlined processes to enhance efficiency. Managing daily operations across phone, chat, text, and email, I ensured seamless communication and top-tier customer support. I also worked closely with Compliance, Accounting, Legal, and Finance teams to keep everything aligned with state regulations. Some of my key achievements here includes: * Di...
Senior Manager Credit AuthorizationOct. 2018 -
Dec. 2020
Conn's HomePlusSenior Manager Credit Authorization
San Antonio, TexasAt this role, I supervised a team of 40 agents, managing 5,500 credit applications weekly in a fast-paced call center. I implemented quality assurance programs to improve call handling and audits while refining lending strategies and KPI plans. I drove process improvements, tested system enhancements, and developed detailed documentation. Passionate about optimizing customer service, I resear...
Quality Assurance Operations ManagerApr. 2018 -
Sep. 2018
Volt Workforce SolutionsQuality Assurance Operations Manager
San Antonio, Texas AreaAt this role, I managed QA operations across two locations, managing a team of 20 coaches to boost performance and compliance with COPC standards. By forecasting budgets and KPIs, I kept our goals aligned with objectives while driving client satisfaction. I collaborated across departments to streamline processes, align site procedures with QA metrics, and foster teamwork. Some of my key achie...

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