Annette Turlington
Senior Operations Leader
- Role
- Director of Operations at Delaware State University
- Location
- Dover, DE, US
- LinkedIn followers
- 500 followers
About Annette Turlington
Experienced operations leader with an extensive background in managing and directing global multi-site contact centers/service teams from small to large size for associations or Fortune 500 companies. Demonstrated ability to consistently deliver business results based on strong leadership, process improvement, relationship management, communication, project management, third party vendor management, BPO, telemarketing, sales, quality assurance, training and development skills. Proven leader in delivering world class customer service/experience results in diverse centers dealing with a diverse customer base. Demonstrated ability to lead organizations with exam delivery requirements based on ISO standards. My hands on style allows me to quickly learn process and people dynamics of environments which then enables me to assist with transforming organizations to deliver higher customer satisfaction results. Six Sigma certified, Green Belt level.
Experience
Director of Operations
Jul 2022 — Present · US
Responsible for leading the Customer Service Center of Excellence. Strategic direction for ensuring HBCU stakeholders receive superior service. Drive process improvements to enhance the customer experience. Directing efforts to elevate Delaware State University customer service to a best in class model for other HBCUs.
Education
University of Delaware
Masters, Public Administration
1992 — 1997
Virginia Tech
BA, Political Science and Government
Skills
- Risk Management
- Program Management
- Budgets
- Team Leadership
- Process Improvement
- Outsourcing
- Management Consulting
- Project Planning
- Leadership Development
- Business Process Improvement
- Performance Management
- Crm
- Project Management Office (Pmo)
- Motivation
- Operations Management
- Process Engineering
- Business Analysis
- Business Process
- Strategy
- Cross-Functional Team Leadership
- Quality Assurance
- Call Centers
- Project Portfolio Management
- Change Management
- Project Management
- Strategic Planning
- Coaching
- Vendor Management
- Management
- Team Building
- Pmo
- Pmp
- Leadership
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