Glenn Garland work email
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Glenn Garland personal email
I am an energetic leader and alternative thinker with extensive experience. I offer a solid background and proven success in the following areas: Operations Management - Personnel and Metric Management Customer Service - Relationship Building Process Improvement - Operations Efficiency Six Sigma Greenbelt Certified Account Management - Project Management Communication - Interpersonal Skills - PresentationThroughout my career, my strong work ethic and sense of commitment have enabled my success at meeting or exceeding all the goals of projects that I have undertaken. In addition, my leadership and communication skills have fostered a valuable atmosphere of loyalty and team work among employees that greatly enhance productivity and creativity.
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Senior Operations ManagerEqs GroupGreeley, Co, Us -
Senior Manager, Call Center Vendor OperationsOnetrust Sep 2021 - PresentAtlanta, Georgia, Us -
Director Of Customer CareTaylor Communications Feb 2018 - Sep 2021North Mankato, Mn, Us -
Director Of Technical SupportComcast Cable 2017 - Feb 2018Philadelphia, Pa, UsLed daily operations and supported tier-three repair for customer service COE employee base of 400 for Internet, phone, and video, supporting three divisions nationally. Developed and rolled out standardized employee scorecard to track and improve performance. Rolled out career progression program for tier-three technicians.• Increased and stabilized service-level performance through queue consolidation.• Improved reporting to track employee and program success and needs.• Rolled out net promoter system program to improve and track customer experience. -
Customer Care Support ManagerComcast Cable 2010 - 2017Philadelphia, Pa, UsSupervised daily operations and managed repair COE employee base of ten supervisors and 130 frontline employees. Managed technical support team consisting of 120 FTE to provide tier-one customer support for Internet, phone, and video West division. Led several company initiatives and rollouts center/division wide, including X-1 repair customer support and new-hire retention program. Oversaw virtual agent program.• Increased productivity center wide while reducing unproductive time.• Produced consistent scorecard and improved results month over month.• Mentored and developed high-potential talent, leading to several employee promotions, including two mentee promotions to manager.• Recognized as multiple Dare to Soar Award winner.• Completed 2014 Comcast Foundation of Organizational Leadership program designed to develop high-potential leaders.
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Manager Business Process ImprovementsStartek Apr 2008 - Jul 2010Denver, Co, Us• Responsible for driving business process improvements that support operational excellence, growth and other key strategic initiatives• Working in multiple functional areas and in collaboration with other business units.• Assisted with the implementation and deployment of Lawson HRIS• Create and modify policies and procedures to govern internal operations in Business Operations areas to streamline work and process flow• Providing organization support for business operations by providing high-quality support for all stake holders -
Operations Manager IiStartek Oct 2005 - Apr 2008Denver, Co, Us• Program Manager responsible for launch, implementation and the success of new contact center business, which experienced 1000% growth in 2 years of existence• Developed growth strategies to assist with recruiting and employee retention• Responsible for program’s P&L and budgetary forecast• Developed and facilitated Quarterly Business Reviews to the client and executive leadership• Created DMOQs and reporting to determine program’s success and opportunities• Supported multiple lines of businesses for customer care • Implemented Sales Training program that increased sales conversion rate and agent performance• Partnered with Local and National Resource planners for efficient contact center management and staffing levels• Created a quality program, which recognized and rewarded agents for outstanding call performance
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Area ManagerStartek Aug 1999 - Oct 2005Denver, Co, Us Developed a partnership program with the provisioning center that led a reduction of cycle times from 45 days to 15 days Developed a process to monitor and assign workflow that led to increased productivity and exceeding metrics benchmarks Mentored and developed employees and new managers, which led to further career development and promotional opportunities
Glenn Garland Skills
Glenn Garland Education Details
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University Of Northern ColoradoSocial Sciences
Frequently Asked Questions about Glenn Garland
What company does Glenn Garland work for?
Glenn Garland works for Eqs Group
What is Glenn Garland's role at the current company?
Glenn Garland's current role is Senior Operations Manager.
What is Glenn Garland's email address?
Glenn Garland's email address is gl****@****ons.com
What schools did Glenn Garland attend?
Glenn Garland attended University Of Northern Colorado.
What skills is Glenn Garland known for?
Glenn Garland has skills like Bpo, Call Center, Workforce Management, Customer Satisfaction, Performance Management, Process Improvement, Outsourcing, Operations Management, Business Process Improvement, Management, Call Centers, Team Leadership.
Who are Glenn Garland's colleagues?
Glenn Garland's colleagues are Kenneth Jo Hempel, Aaron Binns, Radu Bilciu, Antonio Salgado, Vadim Hermann, Matias Riveros, Karolis Šukys.
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