Summary
Overview
Work History
Education
Skills
Timeline
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Kristen Binns

Williamsburg,VA

Summary

Experienced operations professional with a strong background in operational management. Skilled in developing and implementing process improvements, excels at fostering a collaborative environment to achieve organizational goals. Reliable team player with a focus on adaptability and delivering targeted results. Proficient in strategic planning and operational efficiency, prepared to enhance business performance.

Overview

22
22
years of professional experience

Work History

Operations Manager

Alorica
09.2005 - Current
  • Engage directly with client to assist with ramp and implementation of pilot program, as well as improve customer experience ratings for current program.
  • Support program directors by providing data analysis and strategy recommendations around training and resource improvements for contact center agents.
  • Daily analysis of call drivers and customer trends through review of NPS customer comments. Develop action planning and agent training to address knowledge gaps and improve performance metrics.
  • Review long range and short-term staffing needs with Workforce, Training and Recruiting to ensure client needs are met and proactive solutions are in place to address deficits based on forecasts. Help identify viable candidate profile based on staffing and customer needs.
  • Collaborate remotely with team managers through virtual Teams meetings to improve team morale and engagement. Assist team managers with development of coaching techniques and have them demonstrate through live coaching observations.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.

Operations Supervisor

OfficeMax
03.2003 - 11.2005
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.

Education

Associate in Social Science -

Tidewater Community College
Norfolk, VA
05.2012

Bachelor of Science - Business

University of Phoenix
Phoenix, AZ
12-2024

Skills

  • Strong leadership and decision-making ability
  • Excellent written and oral communications skills
  • Solution-oriented
  • Works well in fast paced, complex environment
  • Advanced experience with Microsoft Office applications
  • Customer relationship management

Timeline

Operations Manager

Alorica
09.2005 - Current

Operations Supervisor

OfficeMax
03.2003 - 11.2005

Associate in Social Science -

Tidewater Community College

Bachelor of Science - Business

University of Phoenix

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Kristen Binns