Occupation:Customer Service Manager |
Location:Round Rock, TX |
Education Level:Some College Units Completed |
Will Relocate:YES |
Description
Summary Experienced Contact Center Leader! Vast experience in all aspect of a successful contact center operation. Proven experience in process and performance improvement in single to multi-site and international operations. Skills include: * Customer service leadership * Program management * Account management * Experience engineering * Strategic planning * Team building and motivation * Customer Satisfaction/NPS * Contact center operations (multi-site) * Employee engagement part In this role, I continually define strategies and lead initiatives to raise the bar and inspire great performance from the highly engaged support and retention team. Building upon an existing framework that has Frontpoint positioned already as the industry's customer satisfaction leader, I have defined new coaching and talent development strategies that have propel the Customer Care team to the next level. The approach to Customer Care can be defined as non-traditional: while we value efficiency and respect traditional best practices, we focus relentlessly on quality and customer satisfaction and openly challenge the prevailing view of Customer Care as a cost center. Instead, we view every customer interaction as an opportunity to exceed expectations and augment our high-tech smart home systems with old-fashioned "service like it used to be." * 30% Reduction in operating costs * 50% reduction in credits, refunds and discounts * Achieved record service levels * Implemented Customer Satisfaction Survey * 95% resolution rate * 98% satisfaction rate * Productivity, utilization and occupancy improvements * 80% employee engagement of this exciting start up the goals achieved strengthening the operational foundation establishing and achieving stretch KPI's and delivering a great client experience. * Efficiency improvements resulted in * SLA 95% * Annual cost reductions of 10% NPS improvements in SAT RES and loyalty Recruited by LegalZoom.com to lead the growth of their Austin Texas based customer care organization establish a strong operational foundation transform the customer experience implement WFM/QA processes improve productivity and implement actionable customer/employee satisfaction feedback process to improve the overall experience. Sought after by this satellite TV leader to transform their largest (1,500 seats 24/7) inbound contact center into a performance powerhouse. Raised employee engagement/satisfaction scores sales and retention performance customer loyalty and employee retention. Enhanced the coaching effectiveness at all levels to improve the customer experience and drive higher customer satisfaction. Implemented new rewards and recognition initiatives to strengthen our relationship within the community as well as build a culture of involvement and ownership. Recruited, Starwood Hotels and Resorts Worldwide, Inc. by this multi-brand hospitality leader to create implement and lead strategic initiatives that includes delivering world class brand service creating memorable experiences and customer loyalty increase sales and revenue for the hotels operational excellence and leadership development. Build a training program and infrastructure to support branded call experiences branded customer satisfaction metrics sales conversion associate tenure and other operating metrics are the indicators that define success in a global CCC footprint. 8 international centers with 2,500 reservation specialist. Sought out by this Internet leader to plan, schedule and direct a group of managers coordinate activities of this group and to meet project deadlines and budgets. Resolve conflicting demands of internal and external customers. Maintain an up-to-date knowledge of technical and/or business developments in the field and apply these developments to the business. Identifying trends that have impact on work unit a particular product or service and articulate the implications to the executive team. Interpret and lead the team's strategy and operating objectives implement the business strategy for the unit or group and monitor the budget. * 3 internal sites 2,000 tech agents 4 BPO sites in India and 2 in South Africa adding another 1,800 tech agents. Chosen Selected by largest national inbound and outbound telemarketing company with numerous Fortune 100 clients including Cox Cable, Direct TV, American Express, and Wells Fargo, to train staff and manage multiple projects. Facilities included 400- to 700-seat call centers located in numerous states - 9 locations in the US. * * Developed and implemented strategies that aided employee and client communications doubling the size of AT&T's business to business program and Ameritech's business to customer program. * * Responsible for quality assessments of staff, including monitoring of phone dialogue and classroom evaluations of ten training instructors. * * Liaison between client and call center management with duties that included testing new outbound scripts and strategy/retention meetings that aided completion rates and increased efficiency. * * Developed training and curriculum for staff members, including career development programs. * * Managed process improvements such as script writing, design, editing and delivery for client campaign. to assist with implementation and sales direction for a new business venture the establishment of a timeshare model for Hilton Hotel. Responsible for recruiting and managing sales department including telemarketing and on-site representatives. * * Trained staff of over 70 salespeople and implemented motivational awards for attaining sales goals. * * Delivered high-performance presentations to potential clients that generated $1.5 million in sales revenue. * * Educated sales team regarding various sales techniques and purchase behaviors exhibited by potential clients.
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