Shmuel Saklad

Led strategic operations for a division of a 90-person contact center, managing 4 direct reports and 40 total staff, supporting over $400 million in annual sales volume across federal, state, and education clients. Led a large-scale business reorganization project improving team alignment, reporting structure, and role distribution. This resulted in a reduction of call waiting times (from 3 hours to 1 minute), and an improvement in email response time (from 4.5 days to 1.5 days). Partnered with C-suite and executive leadership to design QA in-house models, streamline customer fulfillment, and enhance alignment between customer support and sales — contributing to a 5% YoY sales increase through operational readiness. Revamped interview and onboarding process, aligning candidate assessment to role-specific competencies, reducing turnover from 38% to 18% resulting in fewer mis-hires and over $350K+ in annual cost savings. Led a process automation initiative streamlining the manual order review process, collaborating with multiple departments to implement process improvements. Reduced manual reviews by 70%, freeing up over 800 labor hours per month which resulted in estimated cost savings of $380,000 yearly. Mentored and promoted 30+ emerging leaders over a decade; many advanced to higher roles across the organization, creating a leadership pipeline rooted in accountability, emotional intelligence, and strategic thinking. Created department-wide task management framework, increasing SLA adherence by 20%, reducing dropped tasks, and reclaiming over 100 hours a year of senior leadership bandwidth. Developed workflow templates that allowed over 65 agents to complete over 5000 additional cases per week, improving output without increasing headcount — estimated equivalent of over $100,000 a year in productivity gain.

Led a team of 4 - 6 associates in a fast-paced call center environment providing solutions to government and educational B2B customers using Salesforce as a CRM tool. Demonstrated workforce management capabilities by delegating open tasks to team members including order processing and customer service issues. Enhanced customer relationships by achieving a 20% reduction on open issues for customers. Facilitated a consistent one-on-one check-in meeting with team members to connect and review performance metrics and provide constructive feedback on areas such as productivity, efficiency, overall job knowledge, and customer satisfaction. Demonstrated strong staff development experience while guiding employees in areas such as conflict resolution, account management, business reviews, and ownership of issue resolution.

Navigated 4+ computer systems and applications in a high volume call center environment. Performed exceptional customer service to government and educational facility clients and influenced the enterprise accounts team.

Effectively managed the order processing, fulfillment, and delivery scheduling in a busy plumbing supply house. Oversaw the entire order fulfillment process from start to finish, ensuring timely and accurate delivery of products to customers. Demonstrated proficiency in invoice processing and maintaining accurate records of transactions. Maintained strong customer relationships by handling any customer service issues that arose, resolving concerns promptly and maintaining high levels of customer satisfaction.