William Kuykendall
Senior Operations Manager @Chewy
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WORK HISTORY
Senior Operations Manager @Chewy
Richardson, TX, US
Responsible for building strong operations teams while improving procedures, metrics and processes in a contact center environment. Lead and manage a team of Operation Managers and Frontline Managers responsible for service delivery and coordinating operational excellence for activities for and outgoing shipments, handling and delivery of products, all while keeping the highest standards of inventory accuracy and customer satisfaction. Accountable for developing operational KPI goals and driving tactical planning and forecasting. Leverage the Operations Managers and Frontline Managers by sourcing and guiding ideas, and rolling them into the creation of improvement plans for the functional area leadership role focused on overseeing and optimizing fulfillment center operations. This includes building and leading teams, developing and implementing operational procedures, and driving continuous improvement in, quality, cost, and delivery. Also responsible for creating strategic planning, forecasting, and mentoring of team members for career progression.
EDUCATION
Howard Payne University
Business Administration and Management, General
SKILLS
ABOUT WILLIAM KUYKENDALL
Areas of ExpertiseClient Relations ~ Dialer Management ~ ForecastingCollections Management ~ Associate Development ~ Project ManagementAccomplishments•Assisted in launching the Automotive Finance division of HSBC in Manila, Philippines and Hyderabad, India.•Assisted in the creation of GMAC/ResCap Mortgage collection unit in 2007.•Developed and handled the implementation of the collection and loan reorganization policies at GMAC/ResCap Mortgage.•Launched the opening of the T-Mobile Technical Care call center in Frisco, Texas•Assisted in the outsourcing and launch of both the frontend collections unit and lease maturities department of Daimler-Mercedes Benz to Manila, Philippines.•Developed and Directed the PRA collection unit at Cyber City Teleservices.•Directly responsible for taking the PRA unit at Cyber City Teleservices from 68% of goal to over 225% of goal, and increased profitability and headcount by 400%•Responsible for increasing company margins by over 30% on multiple programs.I have a successful track record in the financial services industry Consumer - Collections and Customer Service and Sales. I have demonstrated the ability to work with all levels of management while ensuring compliance with complex state and federal regulations. During my career, I have established a reputation for starting up new lines of business units within large companies both in the United States and abroad. I further believe that my successful track history could make meaningful contributions for any organization and includes a high success rate of developing and achieving ambitious production goals. With a solid background in all areas of business management, I have developed effective team building and leadership skills.
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