Devon Whyte Email & Phone Number

Brooklyn, New York, United States

Manage overall Overnight Operations which includes Grocery, Dairy and Frozen and Produce. I am responsible for the effective and successful management of labor, productivity, quality control, and safety measures as established for the Overnight Operations. Ensuring safe and efficient operations including receiving and unloading of all delivery trucks. Serve as a company as manager I look for ways to enhance the operational procedure, systems, in all operations areas. I create reporting and information flow regarding operations issues to all relevant business areas in such as store management, area and district managers as well as warehouse distribution as necessary. I currently manage a team of 10 Department Team Leaders and greater staff of 100+ team members.

Brooklyn, New York, United States

Supervised the Overnight Grocery Merchandising and operations. I supervise and train a 30-member team to Supports the activities of the Overnight Grocery Operations Department. I oversee the nightly department production activity which includes Truck Delivery unloading and breakdown and sorting of products as well as facilitates departmental workflow. In addition, I create weekly staff work schedules based on business needs.

Portland, Maine Area

Supervise a team of HR benefits Associates supporting all Delhaize America employees nationwide. Associate Service Center supports functions within Human Resources and is responsible for responding to inquiries regarding employees enrollment in Health benefits, questions regarding Payroll, Vacation hours and other routine inquiry and transaction tickets as well as data maintenance. As Supervisor I ensure the professional development, counseling and recognition of all team personnel; hire, train and review all direct reports. Oversee customer service production and monitor for quality, inbound calls handling as well as data entry of service Tickets received are responded to within all service level agreements. Monitor the number of incidents escalated to centers of expertise and work with Manager and Specialists on ways to improve knowledge and training of staff. Utilize the Service Center Case Management system and other tools to actively manage caseload in accordance with team production goals and established service level agreements. In partnership with Quality and Process improvement Team, Perform regular auditing of data case management and telephone customer service.

Manchester, Nh

Manage day to day operations of inbound and outbound call center and ensure that all required service levels for all areas are met.Set goals for call center supervisors, team leads and representatives concerning call and quality metrics. Make all personnel decisions to include interviewing and hiring of new staff. Conduct midyear and annual performance evaluations of staff and provide timely feedback. Ensure outbound call schedule is followed to ensure timely outreach to all new customers. Ensure center is adhering to all state and federal laws and guidelines as required.Ensure all areas are performing at the highest level by maintaining, enforcing, implementing numerous quality and performance based initiatives.

Greater Boston Area

Supervise a call center team of 20 representatives to service Medicare Beneficiaries. Make sure incoming calls are answered in a timely manner by using Call Management System to ensure appropriate phone coverage and ACD agent performance throughout the day. Provide feedback and coaching to staff to ensure that they are trained and customers receive the information and assistance they need. Handle escalated customer calls and intercede on complex issues to resolve them as quickly as possible. I perform screening hiring, monitoring, annual performance reviews and termination decisions. Review and report to senior management on call center metrics to ensure Medicare contract service and performance standards are met. Create and update all related department policies and procedure documents.

Coordinate, design and deliver new employee training. Track individual training progress for Customer Service Representatives, develop training plans and deliver to group/ individual CSR. Work closely with Department manager and supervisors to set objectives for training, assess ongoing department training needs, and make recommendations to address them. I Provide System technical training and create related desk reference tools Conduct performance monitoring of call center staff and provide both verbal and written feedback. Update department work manual and create new user manuals as needed to ensure the reference materials are current.