Dwayne Waller

About Dwayne Waller

An accomplished results-driven leader with over 15 years experience leading technical and customer support teams. Strategically focused with proven success in driving improvements in productivity, quality, processes, and the customer experience. Ability to optimize operations, identify deficiencies, service management and develop innovative and cost-effective solutions. Demonstrated ability to restructure and maintain peak-performing teams to exceed company goals and objectives.Specialties-Management-Employee Relations / Human Resources-Strategic Planning-Organizational Effectiveness-Data Analysis-Critical Thinking-Process Improvement-Performance/Balance Scorecard Management (KPIs, Service Level, Average Handle Time, FCR, SLAs)-Workforce Management -Build and Maintain High Performing Teams-Change Management / Incident Management / Service Management-Dispatch-Call/Contact Center Systems-Inter-departmental Relationship Building / Support Organizations-Vendor Management (Verio, ILECs, Dispatch-Support Path)-Microsoft Office Suite (PowerPoint, Excel, Word)-Root Cause Analysis-ITIL Student-Lean Six Sigma Green Belt

Experience

1. Director of Operations

   Crothall Healthcare

   Jun 2024 — Present · Salisbury, MD, US

   Led diverse teams across three sites to achieve organizational goals through effective collaboration and motivation.• Managed departmental budgets to ensure optimal resource allocation and fiscal responsibility.• Implemented process improvements that enhanced operational efficiency and reduced turnaround times.• Provided leadership to 2 Assistant Directors, 6 Operations Managers, 6 Leads, and 150+ team members.• Oversaw operational management to enhance organizational efficiency and service delivery.• Coordinated staff activities to foster teamwork and improve overall workplace productivity.• Ensured regulatory compliance by maintaining adherence to industry standards and guidelines.

Education

• American InterContinental University

  Bachelor's Degree, Business Administration, Management and Operations

  2015 — 2018

• American InterContinental University

  Master of Business Administration - MBA, Business Administration, Management and Operations

  2018 — 2019

Skills

• Customer Experience
• Internet Protocol Suite (Tcp/Ip)
• Lean Six Sigma
• Cisco Systems Products
• Mpls
• Network Design
• Team Leadership
• Troubleshooting
• Process Improvement
• Leadership Development
• Business Process Improvement
• Telecommunications
• Crm
• Itil
• Help Desk Support
• Customer Retention
• Customer Service
• Telephony
• Voip
• Data Center
• Customer Satisfaction
• Voice Over Ip (Voip)
• Technical Support
• Cross-Functional Team Leadership
• Call Centers
• Ip
• Integration
• Change Management
• Project Management
• Contact Centers
• Vendor Management
• Wireless
• Customer Relationship Management (Crm)
• Visio
• Tcp/Ip
• Team Building
• Management
• Cisco Technologies
• Leadership
• Internet Protocol (Ip)