Valerie Muhammad
Chicago
Summary
Goal-driven and highly skilled management professional with extensive experience in operations management, delivering high impact results in areas of operational improvement, team leadership, and excellent customer service. Analytical thinker able to inspire and cultivate productive working relationships with clients. Proven leadership skills with considerable record of training, developing, and nurturing strong teams focused on exceeding targets to achieve significant revenue growth.
Overview
18
18
years of professional experience
Work History
Operations Manager
American Association Of Individual Investors
07.2021 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes by 25%
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Trained and guided team members to maintain high productivity and performance metrics.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Contact Center Section Manager III
Enova International Financial Services
01.2016 - 05.2021
- Develop objectives for call center’s day-to-day activities, managing team of Customer Service professionals, Loan Processing Reps, and Collectors
- Conduct effective resource planning to maximize productivity of resources
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling and other processes to enhance performance
- Evaluate performance with key metrics and prepare reports for different management
- Led team of small business collectors focused on achieving goals consistently, simultaneously increasing scheduled adherence by 3%
- Appointed on six-month initiative in collaboration with training and development team and managers to onboard new hires, developing training schedule, and providing comprehensive feedback to support best practices
- Boosted and maintained positive employee morale through implementing monthly incentive competitions to boost engagement and production.
Contact Center Manager II
Enova International Financial Services
01.2010 - 01.2016
- Planned and implemented business strategies
- Managed call center to achieve quantitative and qualitative objectives
- Tracked and measured productivity and daily activity of direct reports and compared to benchmarks
- Managed and trained team of collectors inbound/ outbound and Chat reps, facilitating coaching and development of personnel with regular performance reviews, providing guidance to employees on how to navigate challenging customer issues
- Ensured team members adhered to company policies and procedures and relevant laws
- Established quality assurance for emails, significantly reducing rep errors and enhancing overall customer experience
- Developed process improvements, enhancing team performance and surpassing goals
- Implemented effective workforce management tool to drive proper scheduling, utilizing rewards and recognitions to motivate and build professional relationships with team members and spark productivity.
Supervisor of Customer Retention
Coverdell
01.2007 - 01.2010
- Supervised customer service representatives and oversaw development of staff through individual coaching in telephone sales and service provided
- Monitored daily call volume per team member to support active goal of enhancing client retention
- Achieved highest possible call handling quality and lowest possible data entry error factor, developing and coaching direct reports
- Developed and implemented new strategies for customer retention activities
- Built positive working relationships with customers for repeat businesses and analyzed customer feedbacks and develop new techniques to ensure customer retention.
Education
Bachelors’ Degree in Business Management -
De Paul University
Chicago, ILIllinois State University
Normal, ILSkills
- Process Improvement
- Customer Engagement
- Team Training & Leadership
- HR Procedures
- Strategic Planning
- Business Development
- Target Development
- Data Analysis
- Quality Assurance
- Staff Development
- Motivational Leadership
- Schedule Management
- KPI Tracking
Timeline
Operations Manager
American Association Of Individual Investors
07.2021 - Current
Contact Center Section Manager III
Enova International Financial Services
01.2016 - 05.2021
Contact Center Manager II
Enova International Financial Services
01.2010 - 01.2016
Supervisor of Customer Retention
Coverdell
01.2007 - 01.2010
Bachelors’ Degree in Business Management -
De Paul University
Illinois State University
Technologicalproficiencies
- MS Office Suite (Word, Excel, PowerPoint, Outlook)
- Workday
- Genesys
- MircoStrategy
- Speechminer
- Confluences
- PGAdmin
- Various Proprietary Software
Training
- Completed Leadership Edge Training & Certification Program through Enova Financial
- Effective Coaching
- HR Training
- Time Management
- Effective Negotiations
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