Eric Whipple Email & Phone Number

Atlanta, Georgia, United States

• Business Leadership: Launched and currently lead a thriving delivery service partner business with Amazon, overseeing operations that encompass the management of a large team of delivery associates.
• Team Development: Expertly recruit, train, and motivate a high-performing team, emphasizing exceptional customer service and operational efficiency to meet daily targets.
• Operational Management: Implement strategic operational plans that adapt to seasonal business fluctuations, ensuring seamless delivery operations while maintaining a focus on safety and compliance.
• Innovative Problem-Solving: Utilize innovative strategies to navigate the dynamic challenges of a delivery network, driving continuous improvement and operational excellence.
• Cost Management: Capitalize on low startup costs and Amazon-negotiated deals to maximize profitability and business growth, demonstrating acute financial acumen.
• Stakeholder Engagement: Forge strong relationships with Amazon mentors and support staff, leveraging extensive coaching and support to enhance business operations and service delivery.

United States

• Strategic Workforce Management: Spearheaded the development and execution of comprehensive workforce strategies, optimizing staffing and resource allocation across multiple channels including phone, chat, email, and.
• Forecasting and Planning: Led the creation of accurate workload forecasts and staffing models, ensuring efficient operational flow and alignment with service level KPIs such as Answer Rate, Speed of Answer, and Idle.
• Technology Optimization: Managed and enhanced Workforce Management (WFM) technology tools, including IVR systems and staffing software, integrating cutting-edge AI solutions to improve process efficiency and customer.
• Financial and Operational Oversight: Collaborated with Finance and Operations teams to produce precise financial forecasts and manage resource allocation, significantly contributing to the company's fiscal and.
• Leadership and Development: Built and led a dynamic Workforce Department, fostering an environment of continuous improvement and professional growth while maintaining high levels of team engagement and satisfaction.
• International Project Implementation: Successfully implemented an international project in the Philippines, establishing a vendor call center that enhanced global operational capabilities and service delivery

Beverly Hills, California

• Strategic Development: Spearheaded the creation of departmental goals and objectives, significantly enhancing patient experiences through targeted employee initiatives.
• Project Leadership: Acted as the principal project manager for pivotal operations, orchestrating cross-functional team efforts to achieve strategic outcomes.
• Performance Analytics: Led the collection, analysis, and reporting of key operational metrics, providing actionable insights to senior management to drive business decisions.
• Operational Excellence: Identified and addressed process gaps and operational roadblocks, advocating for essential changes to enhance market strategy and operational agility.
• Client Integration: Facilitated the onboarding of new clients and departments by analyzing patient and provider data to ensure seamless service integration.

California

• Operational Supervision: Directed daily operations, forecasting, and management of call center teams, focusing on optimizing call routing and employee productivity.
• Project Management: Led the implementation of new systems and processes, driving significant improvements in operational objectives and employee performance.
• Process Optimization: Utilized critical thinking to develop and implement effective processes and procedures in collaboration with union representatives and department managers.
• Data-Driven Management: Monitored and analyzed performance data to measure productivity and goal achievement, adapting strategies to meet business demands and forecast future needs.

Los Angeles, California, United States

• Operational Leadership: Directed comprehensive daily operations, including guest services, budgeting, and human resources, elevating overall restaurant performance.
• Cost Management: Implemented cost-control methodologies and managed purchasing budgets, optimizing spending and vendor relationships to secure the best pricing.
• Strategic Initiatives: Devised and executed strategic processes and growth-focused operations to enhance productivity and operational efficiency.
• Performance Optimization: Targeted and revitalized underperforming areas, reallocating resources and redesigning processes to drive significant operational improvements.
• Sales and Profit Growth: Conducted in-depth analyses of operational practices to enhance sales, profitability, and customer retention, significantly increasing new customer acquisition by 40% and return customer rates.

Los Angeles, California, United States

• Data Management: Developed advanced reporting tools to aggregate and analyze call center data from multiple systems, achieving cost reductions of over $350K.
• Financial Impact: Delivered an ROI of $820K within seven months by deploying effective workforce management (WFM) tools and optimizing operational processes.
• Resource Optimization: Innovated call flow and queuing strategies, which maximized resource utilization and reduced staffing costs by over $500K.
• Quality Assurance: Enhanced departmental adherence rates from 70% to 90% through the implementation of best practices, continuous education, and recognition programs.

Oxnard, California, United States

• Data Analysis: Delivered comprehensive analysis and reporting on call volumes and service levels to senior management, supporting strategic decision-making.
• Reporting Expertise: Generated detailed executive-level reports on productivity and financial metrics across all call center operations.
• Scheduling Efficiency: Created and managed an effective workforce scheduling system that aligned with both agent and leadership requirements.
• Data Trend Analysis: Identified and acted on data trends to prevent potential operational disruptions, enhancing overall customer satisfaction.
• Workforce Optimization: Improved staff scheduling during peak periods, ensuring optimal staffing levels and significantly enhancing operational efficiency.

Tampa, Florida, United States

• Team Supervision: Managed a team of 15, focusing on maximizing employee performance and productivity through targeted training and feedback.
• Data Management: Analyzed and synthesized project and vendor data to create informative internal presentations.
• Performance Improvement: Developed and conducted training for new employees, resulting in a 60% increase in productivity and customer satisfaction.
• Operational Tracking: Maintained meticulous records of field personnel activities, ensuring efficient management of in-progress and completed tasks.
• Performance Reporting: Compiled and presented monthly performance and cost reports to the executive team, highlighting key metrics and insights.

Tampa, Florida, United States

• Operational Coordination: Directed equipment operators for optimal alignment and adjustment during construction projects, ensuring precision and safety.
• Safety Management: Upheld rigorous safety standards to safeguard team members throughout construction operations.
• Technical Proficiency: Interpreted blueprints and technical documents to meticulously plan and execute construction projects, adhering to specified standards.
• Cost Estimation: Accurately estimated project costs and timelines, ensuring efficient resource allocation and project completion.

Tampa, Florida, United States

• Quality Leadership: Managed multiple teams to implement quality assurance initiatives, significantly improving operational processes and compliance.
• Team Development: Mentored and led QA teams, fostering a deep understanding of internal standards to ensure seamless process integration.

Greensboro, North Carolina, United States

 Developed and oversaw project budgets, schedules, staffing requirements, and life cycle tasks to comprehensively manage all facets of implementation and execution  Adjusted project plans to account for dynamic targets, staffing changes and operational specifications Worked with senior leadership to ensure complex projects were completed on time and.

Greensboro, North Carolina, United States

-Optimize and data process incoming and outgoing loads.-Created policies and procedures for quality assurance, best practices and project management.-Coached and assisted employees with adapting to new processes.-Identified problems and recommended new processes to improve efficiency and reduce costs. -Conducted time study using work measurement tools to.

Bachelor'S Of Science (B.S.), Industrial And Systems Engineering, 3.7

Activities and Societies: Alpha Phi Alpha, Tau Beta Pi, Golden Key,

Industrial Engineering

Activities and Societies: Alpha Phi Alpha, Order of Omega, Golden Key, NSBE