Shondra Darris is a highly accomplished, performance oriented Operations Manager with over 18 years leading projects and...
Shonda Darris Lenexa, KS 66227
Phone: (913) 486-8828
[email protected] QUALIFICATIONS
Highly accomplished, performance oriented Operations Manager with over 18 years leading projects and managing highly effective teams while improving operational efficiency. Superb leadership talent with proven success in developing teams and inspiring them to achieve excellence. Solid cross-matrix and collaboration skills with ability to interface with all management levels to define, launch, and drive critical business initiatives. Strong analytical and project management skills surrounded by customer service and relationship management expertise; demonstrated ability to implement dynamic change management solutions with significant operations results. Computer Skills: MS Office (Excel, Access, PowerPoint), Avaya CRM, PeopleSoft CRM (Oracle), Telephony Systems CAREER ACHIEVEMENTS Operations Improvements: Created/implemented aggressive action plans to significantly improve performance metrics for Sales and Service; managed and executed programs for 8 different project teams, including TAP, Citi Stars, Customer Service Recognition, and Scorecard team; delivered results within top 10% of operations managers across Division. Change Management Departmental Turnarounds: Recognized by executive management for exceptional analytical
and leadership skills; selected to lead successful turnaround for failing Customer Relations Escalation Unit. Customer Satisfaction / Talent Development: Implemented Talent Acceleration Program for Customer Service. At request of Senior leadership, led roll out to entire site - 2300 employees; developing 5 associates into leadership yearly. Group Role Model: Introduced highly effective measures in Student Loan Portfolio area to overcome failures and pass ARR audit with outstanding results: The Kansas City group became model for other Operation groups across division. PROFESSIONAL EXPERIENCE
MAXIMUS - Government Administration, Lenexa, KS 2015-Present Sr. Operations Manager - Federal Services Oversees all aspects of daily operations for Federal Services programs, including staffing, performance monitoring, quality assurance oversight, training, subcontractor management, auditing and compliance requirements. VA - TPA project - Operations leader FAA project - Operational leader directing development and implementation of division processes and procedures. Key Achievements: Designed and implemented quality call monitoring process for call center site of 320+ CSRs. Call center site quality scores increased 10%+ and had 2nd best quality in the Division. Selected to lead site in HIPAA Recertification project for Lenexa site. Shrinkage due to recertification was 4% less than sister sites across the enterprise. Launched and led developmental workshops for Supervisor team - fine tuning resume, interviewing skills and personal financial management. Increased communication: Executive Summaries, Lead Supervisor daily huddles and Supervisor focus groups Self-motivated developmental mentor and leader for Lead Supervisor group. Due to Lead Supervisor's growth and development, 4 out of 5 Supervisors were selected to move on to enhance skills on additional projects. Led FAA project set up and start up for Lenexa site. Asked to be Operations Manager of all three FAA sites Designed and implemented monitoring process for FAA sites Lead and manage workforce management - creating schedules, shift bidding, managing schedule coverage
DH PACE, Olathe, KS 2014 - 2015 Administration Operations Manager - National Accounts Planned, organized, and directed a full range of administrative and customer relations functions including all aspects of customer service, Inbound/Outbound call center, accounts receivable, accounts payable and business analytics activities that enhance administrative productivity. Led and developed the performance of managers and direct reports. Led and directed development and implementation of business processes, procedures, and programs to ensure customer service delivery that is exceptional in quality, timeliness and accuracy.
SHONDA DARRIS
Phone: (913) 486-8828 ~
[email protected] Page Two Through superior managers & supervisors, planned and directed activities of department personnel responsible for office, call center customer service, support functions, accounts payable, and effective communication of programs. Directed administration of the collection process, including accounts receivable, accounts payable, credit collections, and potential write-off of delinquent customer accounts. Key Achievements: Led and expanded business initiative of creating 24 hour Call Center, staffing, training, and on board team. Due to successful expansion, asked to take on calls of two other work groups in addition to National Accounts group. Developed and implemented accounts receivable billing plan for National Accounts Division. Accounts receivable team exceeded budget expectations 11 out of 13 months - two months record breaking performance. Restructured training initiative for National Accounts Division. Hired, trained, and led continuous education initiative including complete overhaul of new hire curriculums.
U.S. BANK, Overland Park, KS 2012 - 2013 Vice President & Group Manager - Cardmember Service Supervise operations for 190+ Call Center customer service staff and management team, managing several large high volume operational multiple functional areas, and direct implementation of multiple/major projects. Recruited & developed strong team of department & team managers focused on driving performance/relationships. Acknowledges & values team contributions, accomplishments & ideas; helps employees understand how day-to-day work contributes to the company’s success building commitment and pride in the company. Key Achievements: Led site to complete $109MM in revenue within nine months against the original target of $50MM and the restated target of $86MM and recognized as the top performing site in Division. Continuously linking long-range vision, goals, and concepts to daily work via projects and pilots such as Video Teller business initiative, Proactive Sales Pilot, Fixed schedules Pilot, Call Transfer Pilot, and Interviewing business initiative with managers in charge of hiring. Recognized for creating a site that served as a model for the other sites by implementing processes to enhance communication effectiveness (weekend updates, newsletters, spirit week, and white board recognitions). CITIGROUP CREDIT SERVICES, Kansas City, MO 2001 - 2012 Vice President of Collections-Operations Manager Supervise operations for 120+ Call Center staff; manage NCL (Net Credit Loss), lead the performance metrics support team, and support/guide multiple efforts including computer system releases and the Talent Development Program. Introduced measures that improve performance metrics and collection results for clients. Achieve operational ‘best practices’ through training, coaching, and monitoring employees. Key Achievements: Drove dramatically improved financials: number 1 producer and 1 of 2 managers (out of 9 managers/peers) to positively impact financials (improved by $70K/quarter versus loss of $85K+/quarter for worst performance). Decreased average handling time, beat collection promise rates, and attained highest group performance rating. Developed/implemented SWAT team goal setting methodology for KC Inbound Collections team. Vice President of Customer Service - Operations Manager Led 7 Inbound Call Center Customer Service Teams (25 associates per team), took the lead in implementing and managing 10 project teams. Managed multiple business portfolios, including AAdvantage, Customer Relations Escalations Unit, Student Loans, and Travel & Affluent Market (TAM) Service. Key Achievements: Created and introduced aggressive plan to reduce average handletime by an average of over 27 seconds and saving the Call Center over $1.5M annually - Sales and Service unit. Led and mentored team to improve customer satisfaction scores by 2% per month exceeding established goal. Team led in average handling time and associate availability for 12 months running - Escalations Unit. Launched elite credit card business unit dedicated to Citi Amex Credit Cards - AAdvantage Portfolio. Developed Sales Unit Supervisors through direct coaching and up training to motivate entire team to up sell and cross sell products; drove sales increase in 6 months of 18.35% - Sales and Service group. EDUCATION BAKER UNIVERSITY, Baldwin, KS - Master of Business Administration UNIVERSITY OF MISSOURI AT COLUMBIA, Columbia, MO - Bachelor of Science in Hotel &Restaurant Management
