Occupation:Managing Director |
Location:Parkville, MD |
Education Level:Trade School |
Will Relocate:YES |
Description
Consistent Regional Call Center Mgr -Customer Relations - Northeast & Southeast Regional Zone Call Center * Oversaw a staff of a hundred plus customer service operators at one of the largest, corporate call centers whilst managing several other key departments. Customer Experience, Customer Care, Quality Assurance Team, Outbound Sales, Commercial Sales, Online Chat Team, Dispatch Team, Service Tech Teams, Local Service Branches, Customer complaint resolution team and Oversee Social Media. * Directly worked with key department leaders to launch new software programs and upgrades. * Developed and implemented various service programs for teams and individuals, focused on achieving their full potential. Primarily focused on call quality, agent ownership and team commitment resulting in consistent improvement. * Provided consistent leadership, mentorship and internal, customer-service related consultation * Improved customer retention and provided customer complaint resolution * Managed multiple tasks concurrently, with a full understanding of the individual requirements and prioritization of targeted results * Successfully balanced objectives to meet preset time frames and project deadlines * Demonstrated a grasp of subject matter knowledge in aligning HR policies, organizational strategies and performance consultation * Manifested strong interpersonal skills with a variety of internal and external clients * Understood the importance of establishing solid employee relations in diverse environments and various business units * Developed appropriate plans of action for implementation * Utilized my exceptional written and oral communication skills * Communicated recommendations and preset plans to large and small groups at every business level * Trusted with full profit & loss responsibility and used such with an emphasis on targeted key financial results * Oversaw a budget of 5 million dollars. Cut costs and waste and retained sales to increase profit * Increased employee morale and actively motivated staff with incentives and praise, as well as provided a trusting, safe environment. * Hired, trained and developed new and existing staff members to exceed branch expectations. * Provided reports and recommendations based on CS data recommended & implemented new strategic programs to improve efficiency of branch KPI's. * Provided yearly employee reviews. * Gave updates to executives by written, oral and computer presentations. * Increased ticket entry rate by 10 percent to over 74 percent. * Sales increased quarterly over 3%. * Employee retention turn over under 10%. * Developed supervisors and management. * Oversaw and adjusted trends with specific KPI" s personal for each rep and call center. sales and earnings growth achieved by creating an energizing highly productive and flexible work environment for the Field Management in the second largest retail market Responsibilities included sales payroll and operating expense administration at the store level achieving desired results in all areas. Full P& L control Developed an aggressive Field Management group through an environment of open communication and associate development which was fostered through active coaching / mentoring at all levels. Management retention rate increased above 90% * Administered an aggressive shrink reduction program achieving a 20% reduction in shrink results within the market. Program encompassed service operating and inventory controls Collaborated with merchandising planning and allocation departments to implement merchandise plans relevant to market
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