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<pre>Array ( [var] => cut_url ) </pre> Resume for Rick D. for Manager / Supervisor / Team Leader in Riverview, Florida. Search More Resumes for Manager / Supervisor / Team Leader on #31P9M8T1H

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Resume for Rick D. for Manager / Supervisor / Team Leader in Riverview, Florida

Occupation: Manager / Supervisor / Team Leader Industry:
Country: United States City: Riverview
State: Florida ZIP: 33569

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Rick D.

Dee Circle Riverview, Florida  

Operations Management Professional

Call Center Operations Homebuilding & Catalog Industries 

Growthfocused and profitdriven executive with more than years of progressive success in contact center management for small to mediumsized businesses and Fortune corporations. Possess additional experience in sales support and marketing services. Offer proven track record of improving performance of customer care and sales teams by implementing insightful approaches as well as proactive policies and procedures. Effectively resolve pressing customer issues to maintain satisfaction and enhance service levels.  

Confidently oversee diverse teams of up to + staff, encouraging employees to realize their potential and deliver worldclass service. Effectively allocate resources and administer multimilliondollar budgets. Demonstrate acute multilocation business management expertise coupled with Benchmark Certification in Contact Center Management and active Florida real estate license. Core competencies include: 

Change Management Restructuring Communications StartUps & Turnarounds Project Management

Team Leadership Distribution Process Improvement Inventory Management Vendor Relations

Scheduling Operations Management Needs Assessment Reporting Presentations Internet Marketing

Client Relations Sales Cycle Management Event Planning Customer Service Benefits & Compensation

Recruiting Policy Development Training & Development Workforce Planning Budgeting 

Career History 

WCI Communities Sun City Center/Bradenton, Florida 

Leading luxury homebuilder; named America’s Best Builder in . 

Director, Call Center Operations/Marketing Services

Provided leadership and management for largescale operations comprised of contact center, catalog fulfillment, and customer care. Oversaw staff of + and administered $M budget. Directed data entry and contact sales/customer service operations. Established strategic and measurable sales and business goals. Participated as key member of CRM board and integration team, interfacing with inhouse and vendor resources to develop and deliver innovative solutions. Analyzed performance metrics, KPIs, and highlevel dashboard results. Optimized efficiency and productivity by continuously devising financial and operational strategies. 

  • Reenergized corporate sales, transforming nonlicensed telemarketing team into licensed real estate sales support department with strong communication and closing skills.
  • Rejuvenated contact center performance, growing team from to staff to fulfill increased demand.
  • Increased sales growth, championing $.B in sales over year period by providing motivational contact center leadership for , sales with average sale value of $K+.
  • Spearheaded chronological reengineering transition from staff to within year period, maintaining employee morale and productivity via proactive management and effective teambuilding strategies.
  • Expertly balanced morale and production during declining market conditions, staff decreases, and Chapter proceedings by retaining trust of employees through open and fluid communications.
  • Quickly resolved customer warranty calls and emails by successfully launching / customer care help desk.
  • Elevated support across inbound and outbound calls, emails, and chats through refocusing outbound telemarketing operations into blended contact center.

    Cushman Fruit Company Lake Worth, Florida 

    Direct marketing and catalog industry leader specializing in fruit products. 

    Operations Manager

    Drove catalog sales and customer care operations, including overseeing team of + and annual budget of $K. Managed, monitored, and assessed all daily business operations. Created and initiated short and longterm strategic plans to fuel profitability and realize corporate growth objectives.  

  • Accelerated operations performance by identifying outages and deploying strategic action plan.
  • Aligned order entry, mail processing, reception, priority customer care, and inbound/outbound catalog sales programs.

    Rick D.


    Cushman Fruit Company Operations Manager, continued… 

  • Identified key production trends via ACD and SmithGardner MACS.
  • Maximized resource allocation by establishing staffing plans for business rampups and rampdowns as well as negotiating temporary service agreements for additional resources as needed.
  • Played integral role in revenue increases through introducing inbound upsell initiative, establishing outsourcing services for call center, and coordinating corporate services team for large account management.
  • Fortified corporate presence by representing Cushman’s at Chamber of Commerce meetings and speaking engagements.

    Cushman Pearl Company Ft. Pierce, Florida 

    Direct marketing and catalog industry leader specializing in fruit products. 

    Customer Service Manager

    Ensured worldclass customer service levels for + wholesale customers, including maintaining customer database and ongoing communications. Directed team of and managed $K budget. Led contract negotiations with outside service providers. 

  • Strengthened staff capabilities via implementing extensive training program.
  • Improved departmental performance by introducing customer service policies and procedures, optimizing seasonal staff recruiting, and enhancing telephone system use.
  • Propelled overall business development through launching outsourcing services for call center operations.
  • Boosted quality, productivity, and budget performance by initiating productivity, cost, and performance management strategies.

    Palm Coast Real Estate Company Palm Coast, Florida 

    General real estate company. 

    Manager, Contract Office

    Provided contract office and sales leadership during acquisition of ITT Community Developments Sales Center and Construction Company subsidiary of Lowe Enterprises; reported to broker in charge. Cultivated mutually beneficial relationships with sales team as well as title, mortgage, brokerage, and construction companies during transition. Prepared and processed new company’s contracts and followed through on administration of ITTCDC’s previous outstanding contracts. 

  • Confidently transitioned contract operations to new organization by processing existing ITTCDC and new corporate agreements while leading department transition program.
  • Standardized agreement approach through implementing internal contract policies and procedures.

    Career Note: Also previously served as Manager, Communications Response Center at ITTCommunity Development Corporation and General Manager & Director of Operations at Spindrift Marketing Prior. 

    Professional Development 

    Master Certificate Program: Lean Six Sigma Black Belt

    Villanova University Villanova, Pennsylvania 

    Benchmark Certified Contact Center Auditor

    Active Florida Real Estate License 

    Purdue University

    Florida Real Estate License

    Florida Community College Property Management

    University of North Florida Assertive Management

    Bob Schultz Sales Training

    Will Nowell Sales Training

    OneMinute Manager Dale Carnegie Training

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