MAHOGANEE ALSTON
Lee’s Summit
Summary
Operations Manager with extensive experience in human resources and compliance. Successfully mentored a team of supervisors to enhance investigation quality and resolve complex issues, driving operational efficiency and improving customer satisfaction.
Overview
19
19
years of professional experience
Work History
Operations Manager
Charter Communications
Overland Park
07.2019 - Current
- Lead and mentored a team of 16 supervisors, each managing a team of investigators, to execute comprehensive investigations and ensure compliance with company policies.
- Performance Leadership: Monitor key performance indicators (KPIs) such as average handling time, call quality, and customer satisfaction (CSAT) to drive improvement.
- Operational Efficiency: Develop and implement procedures, workflows, and call-handling strategies to maximize productivity and meet budgetary goals.
- Staff Management & Development: Lead, coach, and mentor supervisors and agents, conducting performance reviews and fostering a positive, compliant work environment.
- Customer Experience: Resolve complex escalated customer inquiries and ensure high-quality, consistent service delivery.
- Technology & Reporting: Utilize call center software and data analytics to generate reports and identify trends for strategic improvements.
- Compliance: Ensure adherence to company policies, industry regulations, and legal requirements.
- Collaborated closely with HR business partners to conduct employment investigations, providing strategic insights and data analysis to support decision-making.
- Collected and analyzed data to inform investigation outcomes, aligning findings with business objectives and legal requirements.
- Maintained up-to-date knowledge of department policies and regulations related to employee relations, enhancing team effectiveness and compliance.
- Developed and refined written and verbal communication strategies to enhance team interactions and reporting clarity.
- Assessed and implemented prevention strategies to safeguard company assets concerning people, products, and property.
- Identified conflict and gathered initial information from both parties to understand conflict nature and specific issues related to communication, performance expectations, or personal differences.
- Explore solutions together and facilitate a brainstorming session to identify possible solutions. Encourage collaboration and compromise, emphasizing the benefits of reaching a mutually agreeable outcome.
- Document the process and keep a record of the conflict, discussions, and resolutions to help track progress and provide insights for future reference. This documentation can also serve as a reference if further issues arise.
Risk Mitigation/Escalations
Home Credit US
Overland Park
09.2018 - 07.2019
- Managed escalations from stakeholders, resolving issues promptly to uphold high customer satisfaction.
- Emphasized operational quality to resolve issues and implement systemic improvements, enhancing productivity and customer satisfaction.
- Ensures work is distributed and resolved within contractual Target Service Level agreements.
- Coordinated with other departments, regions, and vendors to resolve service issues, ensuring timely responses and high-quality customer service.
- Develops, implements, and maintains short-range and long-range strategies to improve internal operational processes and efficiencies in a deadline-driven environment.
- Utilizes a high degree of problem-solving skills, providing insight, implication, and recommendation to senior management.
- Meets operational standards by contributing to strategic plans and reviews; implementing production, productivity, quality, and customer service performance standards to meet and exceed customer satisfaction & and achieve overall business objectives.
- Reviews and recommends new methods and procedures to make the Back Office team more efficient.
- Oversees Operational staffing: manages and monitors direct reports, holding team accountable to meet and exceed performance targets to ensure achievement of overall business objectives.
- Trains and coaches employees in organizational policies and procedures and provides ongoing user support.
Underwriting Assistant
FEMA Flood Insurance Customer Service
Overland Park
02.2018 - 09.2018
- Handled phone and email inquiries from insurance companies, identified and prepared premium finance quotes/agreements, and sent renewal quotes to clients.
- Resolved customer relations issues while adhering to company policy. Analyzed new and renewal policies to ensure compliance with binder and previous terms.
- Processed identification cards and endorsements to maintain accurate client records.
- Supported all departments by responding to customer inquiries and processing checks.
- Drafted letters to document contact and endorsement changes for clients, ordered system letters for missing information and approvals, and maintained accurate records of all documentation.
- Entered and retrieved information of varying complexity using appropriate computer system applications to update records and process insurance applications and obtain information from others.
- Supported operations by providing informal guidance to co-workers and serving as backup during absences, fostering a collaborative work environment.
Customer Service
Ocwen Loan Servicing
Addison
04.2016 - 01.2018
- Handled and investigated escalated customer issues/complaints professionally, addressing service/policy dissatisfaction and negative experiences.
- Training and coaching of new customer service reps and team leaders.
- Managed portfolio of merchants, ensuring timely follow-ups and effective problem-solving solutions.
- Coordinated documentation between applicants, vendors, and 3rd parties, ensuring timely processing and communication.
- Gathered and input data accurately, while moving the file from pre-approval to closing.
- Review file documentation and make sure all items needed are requested. Meet crucial deadlines requested.
- Performed diverse duties to aid management functions.
Inbound/Outbound Call Representative
USAA Insurance
Addison
01.2015 - 01.2016
- Answered inbound residential customer calls, gathered all necessary information to resolve transactions efficiently.
- Managed customer inquiries regarding insurance policies and claims processes.
- Assisted clients in understanding coverage options and policy details.
- Resolved customer complaints while ensuring a positive service experience.
- Utilized knowledge of programming content, packaging, pricing, and billing systems to effectively re-market services and communicate options to customers.
Risk Analyst
Capital One Auto
Plano
01.2011 - 01.2015
- Reviewed daily compliance reports and weekly audits, researched non-compliance issues, and communicated findings to Portfolio Managers for timely resolution.
- Completed monthly, quarterly, and annual compliance checklists to ensure adherence to accounts' Code of Ethics and meet client service requirements.
- Conducted thorough investigations to address compliance-related inquiries.
- Updated high-volume database to maintain current information for audits.
Human Resource Non-Commissioned Officer
UNITED STATES MARINE CORPS
01.2007 - 01.2015
- Personnel Management: Oversee officer and enlisted personnel records, maintaining accurate data in systems for strength management, transfers, and separations.
- Advised commanders, staff, and Soldiers on human resource matters and policies to ensure informed decision-making.
- Legal compliance: Ensuring adherence to legal guidelines, policies, and procedures within the organization.
- Trained junior personnel on legal procedures and protocols, supervising compliance with regulations.
- Administrative Support: Prepare, review, and process actions including promotions, evaluations, awards, leaves, and ID cards/tags.
- Systems Operation: Operate field personnel information systems and maintain, audit, and update Soldier records for accuracy.
- Case management: Maintaining case files, organizing evidence, and scheduling appointments for legal proceedings.
- Assisted with legal research, drafted legal documents, and prepared legal correspondence.
- Collaborated with investigators to detect and prevent fraudulent activities, conducted internal audits, and implemented effective fraud prevention measures.
Education
Bachelor of Science - Business Management (Human Resources Certification)
University of Phoenix
Dallas, TX12-2027
Skills
- Ability to plan
- Manage time
- Multitask effectively
- Strong Written and Verbal Communication
- Investigative Procedures
- Excellent Military and Corporate leadership
- Motivational skills
- Conflict and Dispute Resolution
- Analytical Problem Solving
- Employment Law and Practice
- Team Leadership and Management
- Process Improvement Initiatives
Timeline
Operations Manager
Charter Communications
07.2019 - Current
Risk Mitigation/Escalations
Home Credit US
09.2018 - 07.2019
Underwriting Assistant
FEMA Flood Insurance Customer Service
02.2018 - 09.2018
Customer Service
Ocwen Loan Servicing
04.2016 - 01.2018
Inbound/Outbound Call Representative
USAA Insurance
01.2015 - 01.2016
Risk Analyst
Capital One Auto
01.2011 - 01.2015
Human Resource Non-Commissioned Officer
UNITED STATES MARINE CORPS
01.2007 - 01.2015
Bachelor of Science - Business Management (Human Resources Certification)
University of Phoenix