1. WILEY EARL HINES, JR.
515 Persimmon Point Phone: 770.716.9773
Fayetteville, GA 30214 Email: wehinesjr@hotmail.com
OPERATIONS MANAGER
CALL CENTERS | CUSTOMER SERVICE | EMPLOYEE ADVOCACY
A top-performing Operations Manager credited with demonstrated success in providing a broad base of customer service,
financial, retail, and bankcard collections management. Strong expertise in supply chain and supplier disbursements/
accounts payable management. Highly accomplished in creating and implementing business programs and systems
within large outbound/ inbound call centers. Superior ability to communicate goals and best practices to staff, coach,
train, and resolve performance issues. Excellent communication skills for cultivating and maintaining positive
relationships.
AREAS OF EXPERTISE
 Employee Training
 Strategic Planning/Analysis
 CRM/ Salesforce.com
 Supply Chain/ Supplier Disbursements
 Problem/ Conflict Resolution
 Business Process Implementation
 Collections Management
 Call Center Management
 Customer Service
PROFESSIONAL EXPERIENCE
ANGELICA CORPORATION, ALPHARETTA, GA 2014 – PRESENT
CUSTOMER CARE SUPERVISOR
Manage call center daily operations and oversee 30+ Customer Care Coordinators in the corporate office and Plant
Customer Care Coordinators based in 26 plants nationwide. Maintain individual and group reports tracking departmental
and individual performance data.
 Developed and implemented a new hire training program that led to the successful staffing of newly created
customer care contact center.
 Coordinate with staffing agency and internal director of talent acquisition to hire, develop, train, and review
employees; maintain quality service by monitoring calls and observing and mentoring employees.
 Evaluated and analyzed workflow and assignments; created and executed processes, programs, and service
improvements to ensure efficient, cost-effective operations thus contributing to $600K - $870K in projected annual
savings.
AMERICAN INTERNATIONAL GROUP, TUCKER, GA 2013 – 2014
FINANCIAL REPRESENTATIVE
Educated and facilitated customers financial planning for future cash needs including early mortgage payoff, retirement,
medical conditions, and death expenses.
ASSURANT SPECIALTY PROPERTY, DULUTH, GA 2011 – 2013
UNIT MANAGER II
Planned, organized, led, and coordinated daily activities of nonexempt associates in hazard outsourcing. Instituted
controls to monitor existing performance for department assignments; managed financial risk to clients and company by
effectively managing controls to prevent losses and poor customer support. Maintained individual and group reports/
data that detailed departmental and individual performances including attendance, work hours productivity, and support
staffing models.
 Consistently maintained QA score of 98%.
 Increased Net Performance Scores by 14% within one year.
 Achieved 95% rating in contractual service level maintenance.
CRAWFORD & COMPANY, GULF COAST CLAIMS FACILITY, ATLANTA, GA 2010 – 2011
FLOOR MANAGER
Coordinated with senior management to facilitate staff hiring, training, and scheduling. Observed and oversaw calls to

2. Wiley E. Hines, Jr. Resume, Page 2
monitor quality of service and responses. Provided instant, daily feedback to improve performance and ensure updated
knowledge of claims process.
 Managed daily operations for 130+ full time employees providing claim filing assistance and status updates to
victims of Deepwater Horizon incident.
AFFILIATED COMPUTER SERVICES, GOVERNMENT SOLUTIONS, ATLANTA, GA 2006 – 2008
CUSTOMER CARE SUPERVISOR
Managed and oversaw daily call center operations of 30+ employees assigned to the Prior Authorization Helpdesk for the
Texas Drug Utilization Review program. Verified that inbound staff met contractually binding service levels. Coordinated
with Customer Care Manager in employee hiring, training, and performance review. Liaised between doctors’ offices,
pharmacies, and patients for problem resolution including information-gathering regarding customer complaints and
work assignments.
 Implemented an Activity Based Compensation (ABC) program that increased productivity and staff accountability by
13%.
 Met or exceeded 90% service levels and maintained a less than 10% abandonment rate by establishing and
implementing appropriate scheduling policies.
 Created and wrote comprehensive desk procedure detailing all job functions of the TX DUR/PA helpdesk system.
AFFILIATED COMPUTER SERVICES, FINANCE & ACCOUNTING, TEMPE, AZ 2004 – 2006
STRATEGIC BUSINESS UNIT MANAGER (2006)
Coordinated and managed operations of the Disbursements Services Customer Communications Work Group for General
Motors, Delphi Automotive Systems and their suppliers by resolving payment concerns and communicating payment
information to appropriate stakeholders; managed offshore operations of General Motors Expense Reporting helpdesk
and the Disbursement Services Non Purchase Order Payments and Adjustments Workgroup. Advised employees on
problem resolution with internal and external customers.
 Managed payment processing in excess of $20 million weekly.
 Developed budget and cost estimates; managed project/ contract demands to meet budget projections; determined
resource allocation levels to meet project/ contract commitments.
 Increased productivity 17% by analyzing workflow and assignments to ensure efficient, cost-effective operations;
developed and implemented processes, programs, and service improvements.
ACCOUNTS PAYABLE MANAGER (2004 – 2006)
Oversaw and managed daily call center operations of Sprint Nextel’s Supply Chain Management and Supplier
Disbursements helpdesks. Coordinated with staffing agency to hire, train, and evaluate employees; developed and
implemented onsite transitional and subsequent employee training program; analyzed needs to determine and set
appropriate work schedules to ensure adequate coverage.
 Organized and implemented project-wide update of desk procedures for over 100 employees and ensured a
successful transition of all AP functions from client to consultants.
 Managed project-wide performance tracking to ensure compliance with Service Level Agreements and allow the
company to provide monthly feedback to client highlighting successes and opportunities.
 Developed and monitored work guidance and performance measures to meet goals for service delivery.
 Coordinated with and assisted program developers in designing and implementing Issue Tracker ticket creation tool
to improve customer relationship management.
EQUIFAX/ RISK MANAGEMENT ALTERNATIVES, ATLANTA, GA 1999 – 2001
DEPARTMENT MANAGER
Coordinated collection activities for early-stage delinquency on American Express charge and credit card portfolios.
 Maximized service levels by 90% by directing inbound and outbound customer service staff affiliated with the US
West/Qwest Communications portfolio.
FIRST DATA CORPORATION, ATLANTA, GA 1994 – 1999
SENIOR UNIT MANAGER (1997 – 1999); UNIT MANAGER (1995 – 1997); ACCOUNT REPRESENTATIVE (1994 –
1995)
Managed production operations including 70+ exempt and non-exempt staff and client relations to maximize production
efficiency and capacity. Coached and counseled account representatives for improved job performance based on areas of
improvement identified via analysis of monthly performance-based evaluations. Supervised, motivated, mentored, and
disciplined 15+ account representatives. Communicated with cardholders to complete daily collection activity for
assigned pre-charge off accounts.

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EDUCATION & TRAINING
Bachelor of Business Administration, Marketing, North Carolina Central University, Durham, NC