Operations Manager

Posted on: 2007-04-25

Karen Ruybal 423 Lexington St. McKeesport, PA. 15132 Cell: (412) 298-8554 Home: (412) 673-3572 [email protected] Employment History Operations Manager February 2006 – September 2006 PRC/DTV, West Mifflin, PA • Managed approximately 400 agents and supervisors on a daily basis. • Completed individual performance evaluations on an annual basis, supported by ongoing feedback, objective setting, motivation and skills development. • Managed all internal operations functions, as well as, external vendor relationships. • Implemented appropriate motivational/incentive programs in the Call Center. • Conducted weekly and daily meetings, as needed with relevant management staff to review service levels/performance and obtain feedback. Shift Manager December 2004- February2006 PRC/DTV, West Mifflin, PA • Employee development. (Monitored, coached, evaluated, and gave feedback) • Annual evaluations for Supervisors that reported directly to me. (17) • Administered progressive discipline to employees as needed. • Participated in scheduling and scheduling changes (shift bids). • Worked on assigned duties and special projects. • Assisted with interviewing and training new recruiters when needed. • Handled escalated calls, and other requests to speak to a supervisor. Team Manager October 2004 – December 2004 PRC/DTV, West Mifflin, PA • Team Manager is responsible for developing team members by providing continuous coaching and feedback on performance while maintaining all relevant documentation. The Team Manager ensures all employees are trained appropriately, follow correct procedures and maintain a high degree of quality. As a part of the management team, the Team Manager works with other supervisors in managing daily work distribution, answering team member questions and providing assistance as a technical resource. Administrative tasks include preparing reports, scheduling time away and monitoring attendance. • Coached and developed team (15 or more employees) by evaluating performance, providing continuous and timely feedback and assessing training and developmental needs to improve productivity. • Assisted in hiring process by interviewing and selecting qualified candidates. Supervisor October 1998 – October 2004 EchoStar/DishNetwork, McKeesport, PA • Daily Responsibilities included--~interviewing, hiring, training, planning, assigning, directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems. • Managed daily responsibilities for an assigned team. • Facilitated team meetings to ensure effective communication and ensured all team members had the necessary information and resources available to provide the highest level of customer satisfaction and to ensure the operational integrity of the shift. • Evaluated disconnected customer accounts and reconnected as appropriate. • Recognized and rewarded performance while developing team members. • Provided coaching and feedback to CSR\'s to improve performance. • Completed weekly payroll and any other reports for CSR\'s on my assigned team as requested. • Kept track of call volumes and service levels at all times. • Helped to open two Call Centers out of State- El Paso, TX. And Christiansburg, VA. • Completed special projects and other tasks as assigned. • Point person in McKeesport CSC in regard to Duplicate Accounts. • Researching Duplicate Account issues that deal with Retail and consumer fraud. • Interfaced with DST, EOC, Retail Services, and Dup Houses in Riverfront, CO. • Sent out weekly opportunity report for Duplicate Accounts that were activated and also disconnected these types of accounts. • Developed relationships with Retailers all across the U.S. to help reduce the activation of Duplicate Accounts within the company that caused false churn. • Maintained a tracker of Duplicate Accounts that was sent monthly to Riverfront, CO. (I audited approximately 300 accounts per month). Education Penn State, McKeesport, PA • Business Administration Serra Catholic High School, McKeesport, PA • General Studies • High School Diploma • Awards—Typing & Accounting Skills CMS NICE CSG Oracle Etalk Outlook Excel PowerPoint IEX Word Kronos Awards/Recognition • CSS Commendations (Billing) • Several Outstanding Performance Awards for Quality Scores • 1 Year Perfect Attendance Award • Wall of Fame Leader - CCA Sales (Credit Card AutoPay) Calls per Hour, Quality Assurance Scores, and Attendance. • Chairman of The Board 3 weeks in a row - October 2001-Premium Close, CCA sales, and Attendance. • Team of the Month - April 2001 - October 2002. • Coach Of the Month - October 1999 - May 2001 - October 2002. • Lead Investigator Award - Duplicate Houses - October 2002 (Received this award from the team in Riverfront, CO.). Classes Attended/Certificates of Completion • Beyond First Impressions - October 2001. • Exceptional Customer Service - May 2001. • Workin\' it out - June 2001. • Diversity - October 2002. • Managing Our Human Resources - May 2003.