Tori Gregory
@torigregory
Dynamic operations manager with a passion for exceptional client service.
United StatesWhat I'm looking for
I am a dynamic and detail-oriented professional with five years of management experience in the call center industry. My journey began in 2018 when I joined Alliance as an agent, quickly rising through the ranks to become an Operations Manager. My ability to hire, train, and evaluate financial teams effectively has been pivotal in driving customer satisfaction and achieving organizational goals.
Throughout my career, I have successfully managed day-to-day operations of a high-volume call center with over 200 agents. I have implemented ambitious customer satisfaction goals and developed effective strategies to meet them. My strong blend of creativity and organizational skills, combined with my commitment to fostering teamwork, has allowed me to create a positive work environment that enhances customer service and operational efficiency.
Experience
Work history, roles, and key accomplishments
Operations Manager
Alliance
Jan 2020 - Present (5 years 5 months)
Managed day-to-day operations of a high-volume call center with over 200 agents, overseeing hiring, training, and coaching. Led weekly, monthly, and quarterly business reviews with clients, presenting KPIs, operational trends, and action plans. Created and implemented effective KPI trackers to identify outliers and inform policy changes.
Supervisor
Alliance
Jan 2019 - Dec 2020 (1 year 11 months)
Co-developed training modules for new hires and identified operational improvements within the call center. Trained team leads on appropriately handling call escalations and managing dissatisfied customers while maintaining first call resolution. Monitored call performance, quality, and agent productivity for 25+ direct reports.
Team Lead
Alliance
Mar 2018 - Dec 2019 (1 year 9 months)
Handled escalated customer call complaints and assisted with shadowing and nesting new hires to expedite their readiness for calls. Minimized call escalations through effective coaching and support to agents. Created daily reports for trainees, detailing call completion, key training points, and violations.
Agent
Alliance
Jan 2018 - Mar 2018 (2 months)
Memorized company policies and procedures related to customer experience to ensure customer satisfaction. Handled 30+ inbound and 300+ outbound calls daily, striving for quick and effective first complaint resolution. Ensured all customer concerns were addressed within their initial call.
Education
Degrees, certifications, and relevant coursework
Tori hasn't added their education
Don't worry, there are 90k+ talented remote workers on Himalayas
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Interested in hiring Tori?
You can contact Tori and 90k+ other talented remote workers on Himalayas.
Message ToriFind your dream job
Sign up now and join over 85,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
