Pnl/Philadelphia Media Holdings, Llc Work Values

Daily Duties at Pnl/Philadelphia Media Holdings, Llc:

• Created new quality assurance processes using Six Sigma methodology, which increased customer call quality experiences by 33%. • Handled both direct response inbound contacts (live chat, email and phone) and direct marketing outbound calls. • Planned and implemented reorganization of call center increasing operational efficiency from 50% below to 20% above industry benchmarks translating to savings of $335K annually. • Developed performance management metrics and procedures to ensure consistent sales and customer service quality levels. Instituted IDP and PIP processes that reduced absenteeism, tardiness and increased accuracy by 67%. • Directed team sales activity and increased it by 77%. Through specific coaching, training initiatives and incentives. The average revenue per sale increased by 9% utilizing upselling and cross-selling initiatives. • Developed a sales team, successfully transitioning an inbound call center to a blended environment of both inbound and outbound calling resulting in over $300K of additional revenue within 6 months. • Worked in a union environment dealing with labor issues and relations, negotiations and contractual compliance. • Reason for separation: company experienced a change of ownership, outsourced call center/inside sales.

What they like about Pnl/Philadelphia Media Holdings, Llc:

You highly value a work environment built on a formal structure, rules, and regulations. You do not enjoy the unpredictability of shifting priorities and deadlines that upset your routine. You require and enjoy direction, input and accountability as part of your work environment. You have a strong need to participate in making key decisions and feel left out if your superiors or co-workers do not seek your input when making decisions. You thrive on providing good customer service to both internal or external customers, and doing so makes you feel good.

Tags

Call Center Operations, Customer Relationship Management, Multi-Channel Customer Touch Points, Six Sigma - Black Belt , Vendor Relationships - onshore, nearshore and offshore, IVR Optimization

Skills

Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts., Sales Support, Requirements Analysis & Specification, Leadership , · Extensive Call Center Management Experience, Change Management, Strategic and Operational Planning, Coaching and Developing, Policy Analysis and Process Engineering, International Business Experience, Multi-Site Management, Union Management and Negotiation, Managing Outsourced Onshore, Nearshore and Offshore Teams, Performance Management

These are some of the questions we asked our climbers about their experiences with Pnl/Philadelphia Media Holdings, Llc: