Austin Tolotti
Brandon
Summary
Proven track record in client acquisition and retention, with strengths in relationship management and creative problem-solving. Experienced in developing strategic account plans that align with client objectives.
Overview
15
15
years of professional experience
Work History
Client Partner
Alorica
Remote (Brandon, MS)
05.2021 - Current
- Cultivated strong client relationships to enhance satisfaction and retention.
- Developed strategic account plans that aligned with client objectives and company goals.
- Coordinated cross-functional teams to deliver seamless service solutions for clients.
- Analyzed client feedback to identify areas for improvement in service delivery.
- Facilitated regular business reviews with clients, showcasing value and performance metrics.
- Implemented process improvements that streamlined operations and reduced response times.
- Managed a diverse portfolio of clients, ensuring personalized attention and high-quality service delivery.
Senior Operations Manager
Alorica
Jackson, MS/Charleston, SC
08.2018 - 05.2021
- Streamlined operational processes, enhancing efficiency across multiple teams.
- Implemented performance metrics to monitor and improve service delivery standards.
- Led cross-functional teams in the execution of strategic initiatives and project management.
- Developed training programs to enhance staff skills and boost team performance.
- Analyzed operational data to identify trends and inform decision-making strategies.
- Coordinated resource allocation to optimize workflow and reduce operational bottlenecks.
- Mentored junior managers, fostering professional development and leadership skills within the team.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Operations Manager
Alorica
Reno, NV
10.2011 - 08.2018
- Streamlined operations by implementing process improvements, enhancing efficiency across various departments.
- Led cross-functional teams to achieve operational goals, fostering collaboration and accountability.
- Developed and monitored key performance indicators to assess team productivity and service quality.
- Managed resource allocation effectively, optimizing workforce utilization in high-demand periods.
- Trained and mentored staff on best practices, promoting a culture of continuous improvement and excellence.
- Implemented quality assurance measures, ensuring compliance with company standards and customer satisfaction.
- Coordinated with stakeholders to drive strategic initiatives aimed at operational growth and sustainability.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Customer Service Representative
Alorica
Reno, NV
10.2010 - 10.2011
- Resolved customer inquiries efficiently, ensuring high satisfaction and retention rates.
- Utilized CRM systems to track customer interactions and improve service delivery.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
High School Diploma -
Robert McQueen High School
Reno, NVSkills
- Creative solutions
- Client acquisition
- Relationship management
- Performance tracking
- Client relationship management
- Client interaction
- Department coordination
- Client retention strategies
- Account management
- Consultative selling
- Service level agreements
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
Timeline
Client Partner
Alorica
05.2021 - Current
Senior Operations Manager
Alorica
08.2018 - 05.2021
Operations Manager
Alorica
10.2011 - 08.2018
Customer Service Representative
Alorica
10.2010 - 10.2011
High School Diploma -
Robert McQueen High School