Shonda Darris

Lenexa, KS 66227

Phone: (913) 486-8828

sdarris23@yahoo.com
QUALIFICATIONS

Highly accomplished, performance oriented Operations Manager with over 18 years leading projects and
managing highly effective teams while improving operational efficiency. Superb leadership talent with proven
success in developing teams and inspiring them to achieve excellence. Solid cross-matrix and collaboration skills
with ability to interface with all management levels to define, launch, and drive critical business initiatives. Strong
analytical and project management skills surrounded by customer service and relationship management expertise;
demonstrated ability to implement dynamic change management solutions with significant operations results.
Computer Skills: MS Office (Excel, Access, PowerPoint), Avaya CRM, PeopleSoft CRM (Oracle), Telephony Systems
CAREER ACHIEVEMENTS
Operations Improvements: Created/implemented aggressive action plans to significantly improve performance metrics
for Sales and Service; managed and executed programs for 8 different project teams, including TAP, Citi Stars, Customer
Service Recognition, and Scorecard team; delivered results within top 10% of operations managers across Division.
Change Management Departmental Turnarounds: Recognized by executive management for exceptional analytical

and leadership skills; selected to lead successful turnaround for failing Customer Relations Escalation Unit.
Customer Satisfaction / Talent Development: Implemented Talent Acceleration Program for Customer Service. At
request of Senior leadership, led roll out to entire site - 2300 employees; developing 5 associates into leadership yearly.
Group Role Model: Introduced highly effective measures in Student Loan Portfolio area to overcome failures and pass
ARR audit with outstanding results: The Kansas City group became model for other Operation groups across division.
PROFESSIONAL EXPERIENCE

MAXIMUS - Government Administration, Lenexa, KS

2015-Present
Sr. Operations Manager - Federal Services
Oversees all aspects of daily operations for Federal Services programs, including staffing, performance monitoring,
quality assurance oversight, training, subcontractor management, auditing and compliance requirements.

VA - TPA project - Operations leader

FAA project - Operational leader directing development and implementation of division processes and procedures.
Key Achievements:
Designed and implemented quality call monitoring process for call center site of 320+ CSRs. Call center site
quality scores increased 10%+ and had 2nd best quality in the Division.
Selected to lead site in HIPAA Recertification project for Lenexa site. Shrinkage due to recertification was 4%
less than sister sites across the enterprise.
Launched and led developmental workshops for Supervisor team - fine tuning resume, interviewing skills and
personal financial management.
Increased communication: Executive Summaries, Lead Supervisor daily huddles and Supervisor focus groups
Self-motivated developmental mentor and leader for Lead Supervisor group. Due to Lead Supervisor's growth
and development, 4 out of 5 Supervisors were selected to move on to enhance skills on additional projects.
Led FAA project set up and start up for Lenexa site. Asked to be Operations Manager of all three FAA sites
Designed and implemented monitoring process for FAA sites
Lead and manage workforce management - creating schedules, shift bidding, managing schedule coverage

DH PACE, Olathe, KS
2014 - 2015
Administration Operations Manager - National Accounts
Planned, organized, and directed a full range of administrative and customer relations functions including all aspects of
customer service, Inbound/Outbound call center, accounts receivable, accounts payable and business analytics activities
that enhance administrative productivity. Led and developed the performance of managers and direct reports.

Led and directed development and implementation of business processes, procedures, and programs to ensure
customer service delivery that is exceptional in quality, timeliness and accuracy.

SHONDA DARRIS

Phone: (913) 486-8828 ~ sdarris23@yahoo.com

Page Two
Through superior managers & supervisors, planned and directed activities of department personnel responsible for
office, call center customer service, support functions, accounts payable, and effective communication of programs.

Directed administration of the collection process, including accounts receivable, accounts payable, credit
collections, and potential write-off of delinquent customer accounts.
Key Achievements:
Led and expanded business initiative of creating 24 hour Call Center, staffing, training, and on board team. Due
to successful expansion, asked to take on calls of two other work groups in addition to National Accounts group.
Developed and implemented accounts receivable billing plan for National Accounts Division. Accounts
receivable team exceeded budget expectations 11 out of 13 months - two months record breaking performance.
Restructured training initiative for National Accounts Division. Hired, trained, and led continuous education
initiative including complete overhaul of new hire curriculums.

U.S. BANK, Overland Park, KS

2012 - 2013
Vice President & Group Manager - Cardmember Service
Supervise operations for 190+ Call Center customer service staff and management team, managing several large high
volume operational multiple functional areas, and direct implementation of multiple/major projects.
Recruited & developed strong team of department & team managers focused on driving performance/relationships.
Acknowledges & values team contributions, accomplishments & ideas; helps employees understand how day-to-day
work contributes to the companys success building commitment and pride in the company.
Key Achievements:
Led site to complete $109MM in revenue within nine months against the original target of $50MM and the
restated target of $86MM and recognized as the top performing site in Division.
Continuously linking long-range vision, goals, and concepts to daily work via projects and pilots such as Video
Teller business initiative, Proactive Sales Pilot, Fixed schedules Pilot, Call Transfer Pilot, and Interviewing
business initiative with managers in charge of hiring.
Recognized for creating a site that served as a model for the other sites by implementing processes to enhance
communication effectiveness (weekend updates, newsletters, spirit week, and white board recognitions).
CITIGROUP CREDIT SERVICES, Kansas City, MO
2001 - 2012
Vice President of Collections-Operations Manager
Supervise operations for 120+ Call Center staff; manage NCL (Net Credit Loss), lead the performance metrics support
team, and support/guide multiple efforts including computer system releases and the Talent Development Program.
Introduced measures that improve performance metrics and collection results for clients.
Achieve operational best practices through training, coaching, and monitoring employees.
Key Achievements:

Drove dramatically improved financials: number 1 producer and 1 of 2 managers (out of 9 managers/peers) to
positively impact financials (improved by $70K/quarter versus loss of $85K+/quarter for worst performance).
Decreased average handling time, beat collection promise rates, and attained highest group performance rating.

Developed/implemented SWAT team goal setting methodology for KC Inbound Collections team.
Vice President of Customer Service - Operations Manager
Led 7 Inbound Call Center Customer Service Teams (25 associates per team), took the lead in implementing and
managing 10 project teams. Managed multiple business portfolios, including AAdvantage, Customer Relations
Escalations Unit, Student Loans, and Travel & Affluent Market (TAM) Service.
Key Achievements:
Created and introduced aggressive plan to reduce average handletime by an average of over 27 seconds and
saving the Call Center over $1.5M annually - Sales and Service unit.
Led and mentored team to improve customer satisfaction scores by 2% per month exceeding established goal.
Team led in average handling time and associate availability for 12 months running - Escalations Unit.
Launched elite credit card business unit dedicated to Citi Amex Credit Cards - AAdvantage Portfolio.
Developed Sales Unit Supervisors through direct coaching and up training to motivate entire team to up sell and
cross sell products; drove sales increase in 6 months of 18.35% - Sales and Service group.
EDUCATION
BAKER UNIVERSITY, Baldwin, KS - Master of Business Administration
UNIVERSITY OF MISSOURI AT COLUMBIA, Columbia, MO - Bachelor of Science in Hotel &Restaurant
Management