Craig Isles

Experience

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  Blue Ocean Contact Centers

  Nov 2009 - Mar 2024

  The Operations Program Coordinator manages day-to-day operations to ensure that the business meets and exceeds key performance indicators (KPIs). In addition, they support clients and ensure they understand what is happening in their business. This involves conducting weekly, monthly, and quarterly reviews of program metrics. The coordinator also provides insights into new initiatives to drive process improvement, streamlining agents' day-to-day activities.Additional responsibilities include mentoring and managing coaches to ensure that frontline agents meet project targets and facilitating their career development through mentorship. Additionally, support coaches in their pursuits to provide career development and mentorship to frontline agents to help identify further career opportunities.Other Responsibilities:• Assisted with hiring coaches and frontline agents• Building goals at the beginning of the fiscal year and reviewing the accomplishments, at the end with the Coach team members• Facilitating the delivery of mid-year and annual performance reviews that the coaches present to the frontline agents• Responsible for the Net Promoter Score of our Program (160+ Team Members) Show less Also known as "Project Specialists" I was responsible for identifying and driving process improvement projects using Six Sigma and Agile methodologies, with a focus on cost savings. This requires sound change management strategies to best support a large and growing team. I would also identify key stakeholders and assist with any escalations that arise from new process changes and implementations. Additionally, I would collaborate with the Technical Process Writer and members of the operations team to ensure that new process documents and training are created in alignment with client expectations.Additional Responsibilities:• Participated in client-facing meetings• Prepare and present weekly/monthly/quarterly reports for project initiatives• Subject Matter Expert (SME) for the day-to-day operations on process impact, development and project objectives• Building and maintaining the knowledge base to support the agents and support teams• Interfacing with the corporate training team to ensure that new processes are included in new-hire training• Perform user acceptance testing (UAT) for any new tool or software implementation Show less

  • Splunk Program Operations Coordinator

    May 2023 - Mar 2024

  • Program Operations Coordinator

    Sept 2018 - Mar 2024

  • Business Analyst / Project Leader

    Nov 2016 - Sept 2018

  • Third Party Logistics Operation

    Sept 2014 - Nov 2016

  • Lsc-Hardware

    Nov 2009 - Sept 2014
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  Lake City Productions

  Jun 2015 - now

  Co-Founder

  Podcast ProductionLake City PodcastsBrian Byrne's Manifesto of Mistakes

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  Bulletproof, a GLI Company

  Mar 2024 - now

  Practice Lead