Gary Laster

1080 Terramont Dr.

Roswell, GA 30076
(520)-260-2529
gld77adc@westpost.net

QUALIFICATION PROFILE:
I am a highly competent call center professional that combines 6 years of call c
enter management experience with an aptitude for strategic planning and analysis
and particularly adept at team building, capturing the essence of complex subje
cts and getting the job done right the first time.
ADDITIONAL SKILLS:
* Strong team building skills
* Solid comprehension of call center metrics
* Strong development skills, capital budgeting and excellent negotiator
* Ability to motivate and lead other people
Professional Experience
Apac 2009-2010
Operations Manager
* Collect, analyze and present appropriate program data from the perspective for
improving performance and quality on the project.
* Ensure consistent & effective daily operations management by managing center r
esources and capitalizing on opportunities to reduce costs and increase customer
call quality and volume taken.
* Analyze daily, weekly and monthly reports to current status and recommend futu
re resource planning.
* Manage Client service expectations through consistent, proactive and effective
communication.
* Had from 4 to 10 direct reports with a program headcount of approximately 420
.
* Coordinate communication of policies and procedures, project objectives, and t
raining between corporate, staff, and client.
* Facilitate leadership development initiatives by effectively motivating, empow
ering and providing immediate feedback to staff.
* Manage the staff in the department through the next subordinate level. Respon
sibilities will include hiring decisions, termination requests, time authorizati
ons, the development and presentation of performance appraisals, and professiona
l development and coaching of subordinates.

Afni, Inc. (Anderson Financial Network)

2004-2009
Senior Operations Manager

* Collect, analyze and present appropriate program data from the perspective for
improving performance and quality on all projects.
* Ensure consistent & effective daily operations management by managing center r
esources and capitalizing on opportunities to reduce costs and increase customer
call quality.
* Analyze daily, weekly and monthly reports to current status and recommend futu
re resource planning.
* Accountable for effectively managing project teams and department spending whi
le maximizing KPI (key performance indicator) achievement including managing $17
million dollar project budget
* Manage Client service expectations through consistent, proactive and effective
communication.
* Review daily, weekly, and monthly forecast and provide reports to Clients and
Executives to assure appropriate action plans and staffing.
* Had 28 direct reports with a program headcount of approximately 420.
* Coordinate communication of policies and procedures, project objectives, and t
raining between corporate, staff, and client.
* Facilitate leadership development initiatives by effectively motivating, empow
ering and providing immediate feedback to staff.
* Manage the staff in the department through the next subordinate level. Respon
sibilities will include hiring decisions, termination requests, time authorizati
ons, the development and presentation of performance appraisals, and professiona
l development and coaching of subordinates.

Northwest Airlines Tampa, FL

Mar 2001 - Aug 2004
Reservation Sales Agent

* Sales of airline reservations, meeting sales goals, and customer service stand
ards.
* Assisted with supplemental training and development of sales skills for new an
d tenured employees.
* Top 1% in sales during my tenure.
* Received awards for customer service and sales.

Cleaners Plus Cleaning Service Ft. Walton Beach, FL

1996-2001
Business Owner
* Daily operation of a full service Janitorial Business.
* Managed staffing, quality assurance and client relations.
* New Contract Sales and Negotiations.
* Sales and service to all clients on an ongoing basis.
* Equipment upkeep and purchasing supplies.
Education
Sikeston Senior High School - Sikeston, MO Diploma