Drew Moore Email & Phone Number

Jonesboro, Ar, Us

Jonesboro, Arkansas, United States

As a Service Delivery Manager, I specialize in overseeing telecommunications operations, ensuring that our commercial customers’ network and communication needs are met with seamless, hassle-free solutions. I lead customer-facing meetings, presentations, and service reviews, working closely with clients to tailor solutions that ensure high satisfaction while maintaining healthy margins and managing labor costs.I drive process improvements to enhance service delivery, ensuring that quality and productivity standards are consistently met. By efficiently managing personnel resources, I maximize productivity while delivering effective solutions for our customers’ telecommunications infrastructure, including network devices, switches, routers, and other critical components.My role also involves guiding my team through complex problem-solving, offering feedback, initiating performance actions, and ensuring that our operations evolve to meet both customer and organizational goals. Regular customer follow-up calls, service reviews, and site visits ensure that any network issues are resolved swiftly, maintaining the integrity of our clients’ communication systems.I lead by example, modeling the organization’s core values and ethics, with a focus on balancing customer satisfaction, operational efficiency, and cost-effectiveness, all while continuously improving the processes that support our telecommunications services.

Jonesboro, Arkansas, United States

Licensed to sell and service all forms of insurance, including auto, life, health, property, and more.Developed and maintained a strong customer base by building relationships, conducting cold outreach, and managing policy applications.Consistently met and exceeded sales goals through tailored solutions that met individual customer needs, generating significant revenue.Handled customer inquiries, policy adjustments, and claims support to ensure high customer satisfaction and retention.

Jonesboro, Arkansas, United States

I initially joined TTEC, a leading Business Process Outsourcing (BPO) provider, as a Team Leader, where I managed a group of agents in one of our call centers, focusing on customer service excellence and team performance. After demonstrating success in driving results and improving team efficiency, I was promoted to Operations Manager, overseeing three call centers.As an Operations Manager, I was responsible for managing the performance of 10 Team Leaders and over 250 phone agents, ensuring smooth operations across multiple locations. My role involved auditing performance, coaching and providing feedback, resolving disciplinary issues, and analyzing phone statistics to improve KPIs. I also handled staffing decisions and collaborated with clients to ensure service level agreements (SLAs) were met.By driving process improvements and custom action plans for underperformers, I was able to boost overall performance and increase both customer satisfaction and operational efficiency across the three centers.

Bachelor Of Science - Bs, Software Engineering, 3.41

Education record