A top-performing Contact Center Director with extensive experience in team leadership and client relations. Highly skilled in overseeing all facets of daily operations, ensuring adherence to overarching business strategies, policies and procedures, facilitating achievement of objectives in accordance with established KPIs. Evaluate existing systems to identify inefficiencies and redundancies, implementing strategic process improvement to optimize workflow and maximize profitability. Proven ability in establishing clear channels of communication among internal teams, fostering collaboration and mutual goal sharing for increased productivity and effective problem solving. Areas of Expertise include: Development and launching start up customer care centers with a customer/quality focus Global view with ability to drill down to crucial details Managing multiple projects simultaneously in rapidly changing environments Expertise in talent acquisition and employee retention Strong contributor to meeting financial objectives Proficient in developing and meeting department budgets Development of Action Plans and SOPs Creation and implementation of process improvements to increase productivity Ability to drive initiatives to successful completion Proven leadership in resource management Strong analytical and communication/presentation skills Management of multiple performance metrics across multiple channels Excellent problem solving and conflict management skills Strong interpersonal skills to create diverse partnerships across the company Creation and implementation of process improvements to increase productivity Identify and implement changes to drive better customer experiences Adept in managing key performance indicators (KPI) to ensure quality customer experience Experienced in vendor relations and service level agreements Ability to prioritize work, allocate resources and remove roadblocks Versed in staffing models and people management Accomplished at establishing Training and Quality Assurance programsPassions: Employee Engagement | Quality Customer Experience | Problem Solving | Process Improvements | Efficiency & Metrics | Leadership Development Reach me at: susansmith0815@hotmail.com
Hero Dvo, Llc
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Senior Director, Contact Center Operations - Pediatric Healthcare ServicesHero Dvo, Llc Jun 2015 - PresentFounded in 2006 and headquartered in Colorado Springs, CO, Hero DVO, LLC (“Hero or Hero Practice Services”) is a leading provider of healthcare practice management services for dental, orthodontic and vision care practices that serve the pediatric Medicaid population. Hero manages 30 practices across seven states with the largest density in Colorado.Develop and implement call center operational strategies through evaluating business needs, conducting performance reviews, capacity planning and cost-benefit analysis; collaborate with executive teams to outline overarching strategies. Ensure client communications through phone calls, both voice and robo-calls, text messaging, email, and chat, are consistent, effective and provide accurate inquiry response. Manage a voice response system and setting up voice networks leveraging Auto Attendants, IVRs, Hunt Groups and call routing methodology. Maintain system performance through the identification and swift resolution of problems in accordance with regulations, preparing and completing action plans as needed. Responsible for recruiting, onboarding, training, and disciplinary action for employees; created staffing models in accordance with inbound call flow. Compile and present performance reports including data and trend analysis. Prepare and administer annual budget, track expenditures, analyze variances, and implement corrections. Key Accomplishments: · Established complex Auto Attendants and IVRs utilizing hunt groups and queue-based call routing for 60+ separate entities into one central customer service call center. · Overhauled quality assurance program and training to improve quality and increase appointments scheduled · Created bonus and career progression programs for non-exempt staff, decreasing attrition
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Sr Consultant/Service Center Operation ManagerCgi Jun 2013 - Jun 2015Montreal, Quebec, CaSpearheaded a team of two supervisors, 15 front office team leads, and 250 front line representatives. Collaborated with Training, Quality Assurance, and Workforce Management in strategic planning processes. Monitored KPIs to ensure operational efficiency and improved employee performance. Co-managed WFM to ensure personnel scheduling and resource allocation aligned with inbound call volumes; leveraged real-time call monitoring for efficient staffing. Drove performance to meet requirements of standard of work, executing all company and client initiatives. Key Accomplishments: · Facilitated the launch of two call center sites for Connect for Health Colorado. · Created a rewards and recognition program to drive enrollments and overtime staffing needs. · Implemented a “411 Help Line” for agents and consumers with inquiries, improving ASA by 18 seconds. · Developed an Executive Resolution Team for escalated issues, decreasing issue resolution time and increasing customer satisfaction · Revamped mandatory disclosures scripting decreasing AHT by 21 seconds. -
Investment SpecialistUsaa Nov 2010 - May 2013San Antonio, Texas, UsAssess client stated and unstated needs by applying relationship building and referral skills through the use of questioning techniques, review investment goals, recommend next step and encourage action, and accurately fulfill member's request through appropriate channels.Hold the Series 7, Series 66, AAMS, CRPC and CMFC designations. -
Operation ManagerConvergys Apr 2010 - Nov 2010Responsible for coaching and development of Team Managers, designing and creating a sales-oriented inbound call center environment in support of meeting and exceeding key performance indices. Development, and launch, of Skill Builder Program in support of scaling center by 100%.
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Sales Shift ManagerPrecision Response Corporation, Llc Jan 2010 - Apr 2010Coach, mentor, and support Front-line Supervisors developing supervisory/coaching skills and provide feedback.Implement client initiatives per contract specifications.Partner with support departments in overseeing call volume and ensuring service levels are met on a consistent basis.Assist with hiring, training, coaching, developing and evaluating contact center staff.Oversee resolution of employee relation issues.Track compliance to quality and develop improvement programs.
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Sales LeaderDeluxe Corporation May 2006 - Jan 2010Minneapolis, Minnesota, UsCoach to Sales, Service, Accuracy, and Productivity and handle related developmental and disciplinary action for a team of 15 representatives. Oversee the development of direct reports through coaching, providing resources, promoting learning, supporting innovation, encouraging feedback, quality monitoring and rewarding performance. Consistently ensure adherence to all company policies. Conduct annual performance reviews. Partner with other departments, divisions, and sites in order to support business goals/needs. -
Team ManagerDirect Checks Unlimited Jun 1997 - May 2006Develop direct reports through coaching, motivating, performance planning for improvement, goal-setting, providing resources, promoting learning, supporting innovation, encouraging two-way feedback, and rewarding positive performance in order to achieve team, departmental, and company targets for productivity and efficiencies.Conduct performance evaluations, recommend promotions, initiate disciplinary action, and handle payroll and personnel issues including managing conflict and ensuring adherence to company policy.Collaborate with sales training, sales coaches, and sales support peers to ensure best practices are shared, implemented and consistent.Responsible for effective manpower planning, proper recruitment and staffing and retention. Provide guidance to team development, performance, and productivity issues in order to exceed sales center expectations.Develop and implement short-term and long-term strategic plans consistent with the business plan. Provide Senior Management with critical observations regarding the implementation of new strategies to facilitate informed decision-making.
Susan Smith - Contact Center Senior Director Skills
Susan Smith - Contact Center Senior Director Education Details
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Colorado State UniversityBachelor Of Science (B.S.)
Frequently Asked Questions about Susan Smith - Contact Center Senior Director
What company does Susan Smith - Contact Center Senior Director work for?
Susan Smith - Contact Center Senior Director works for Hero Dvo, Llc
What is Susan Smith - Contact Center Senior Director's role at the current company?
Susan Smith - Contact Center Senior Director's current role is Contact Center Director/Operations Management - Healthcare/Start Ups/Customer Service & Sales.
What schools did Susan Smith - Contact Center Senior Director attend?
Susan Smith - Contact Center Senior Director attended Colorado State University.
What skills is Susan Smith - Contact Center Senior Director known for?
Susan Smith - Contact Center Senior Director has skills like Series 7, Series 66, Aams, Crpc, Coaching, Customer Experience, Investments, Call Center, Customer Satisfaction, Process Improvement, Operations Management, Financial Services.
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