Rodney Bullock
@rodneybullock
Senior operations leader driving efficiency and AI-enabled contact center performance.
United StatesWhat I'm looking for
I am a senior-level operations and workforce management leader with extensive experience optimizing contact center performance, implementing AI solutions, and reducing operational costs. I have a strong track record of collaborating with cross-functional teams, managing vendor selections and implementations, and meeting SLA and KPI goals.
I have led teams across consumer and BPO environments, negotiated agreements, and delivered measurable results such as a 10% reduction in costs from a chat solution and successful AI program deployments. I am focused on continual improvement, stakeholder alignment, and leveraging technology to meet organizational objectives.
Experience
Work history, roles, and key accomplishments
Self-Service Programs Director
American Specialty Health
Jan 2019 - Present (6 years 9 months)
Consult internal stakeholders to design and implement AI-driven self-service solutions, improving operational efficiency, reducing costs, and measuring solution performance against KPIs.
Associate Director, Consumer Direct
American Specialty Health
Jan 2019 - Present (6 years 9 months)
Oversaw direct-to-consumer fitness line and call center operations, delivered SLA performance, led chat vendor selection and implementation, and reduced operational costs by 10% within six months.
Call Center Operations Manager
Corporate Travel Management
Jan 2015 - Dec 2018 (3 years 11 months)
Managed BPO call center operations for inbound travel rewards program, ensured call quality and KPI performance, and handled WFM, scheduling, and SLA adherence across main and satellite sites.
Call Center Operations Director
Applied Automated Engineering Corporation
Jan 2012 - Dec 2015 (3 years 11 months)
Directed contact center operations, negotiated BPO agreements with a local labor union, managed SLA targets, and led operational transitions and member engagement process development.
Education
Degrees, certifications, and relevant coursework
IIInternational Customer Management Institute (ICMI)
Certification - Apprentice Program, Customer Management
Completed the ICMI Certification Apprentice Program focused on customer management and contact center best practices.
CCCollege of the Canyons
Business Administration, Business Administration
Studied business administration coursework at College of the Canyons focused on foundational business principles and operations.
ADAssociation for Talent Development (formerly American Society for Training & Development)
Certified Professional Trainer, Training and Development
Achieved Certified Professional Trainer credential through the Association for Talent Development covering training design and delivery.
Availability
Location
United StatesAuthorized to work in
Job categories
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