Renee Richardson

About Renee Richardson

High energy leader that is known as a fixer. Partner with recruiting to ensure the right talent is hired. Focus on training and production opportunities in effort to improve team morale and performance. Ability to analyze data and interpret stats into behaviors needed to meet performance goals and present to team for ideas, buy-in, and action plans. I am big on communication between training and production as this is the only way to keep training relevant in these ever changing times.

Experience

1. T-mobile Senior Operations Manager

   iQor

   Aug 2019 — Present · Richardson, TX, US

   Analyze, strategize, and establish operational needs to ensure business is profitable and staff morale and performance remains high in effort to provide world class customer service during every customer interaction.• Lead 9 managers across 7 different lines of business and training dept. to ensure consistent communication, direction, knowledge and implementation across the board. Responsible for 350+ headcount• Inspect training, policies and procedures, performance, call analysis to ensure there is constant up to date communication between operations and training.• Present factual high level performance reviews to Service Partner reporting weekly, monthly and quarterly performance trends across all lines of business. These reports included controllable and uncontrollable business and frontline attributes and a plan to improve customer experience and productivity.• Weekly meeting with managers to evaluate most help needed teams and plan to drive performance including supervisor training, shadow sessions, leveraging top performers, knowledge re-dips, etc. • Perform random skip level meetings to ensure communication and plan of action is communicated and interpreted the same at multiple levels• Responsible for payroll and client incentive payouts• Create and manage rewards and recognition culture

Education

• Buffalo Vocational Technical Center

  Certified Nursing Assistant