Summary I am an extremely competent, results-oriented business professional, with twenty years in customer service, sales, and technical support and mortgage industries. Twelve years of managerial experience in call center organizations with up to five hundred seats, which included inbound, outbound, collections and customer service. Promoted six times in six years due to the ability to quickly assess call center operations and implement the proper balance of people, processes, and technologies to improve employee productivity and achieve high client service levels. Excellent leadership, communication, team building, strategically planning, problem solving, organizational and analytical skills. Possess strong motivational and coaching skills. Maintain a consultative coaching style and extensive interviewing and hiring experience. Establish performance goals to meet efficiency levels, sales targets and quality assurance standards. Call Center Management 20+ years of call center management experience, including as supervisor, call center manager and unit manager, in the telecommunications, telesales, sports promotion sales, financial collections and mortgage insurance industries. This involved the development of operational plans, budgets and managing large and small teams of multiple disciplines. Six of the years were within three regional call centers with 300-500 seats each with a monthly call volume of 250k inbound/60k outbound. * Twelve years call center manager experience directing the activities of a staff of seven managers and one hundred-seventy five associates providing call center support for a Fortune 500 company. * Twelve years experience directing the activities of a call center and customer service organization serving over 50,000 customers nationwide. * Created the very first Call Center for A-Max Insurance. Implemented from the ground up Call Center Process Improvement/Development/Knowledge Management * 20 years managerial experience leading call center best practice process development / improvement and knowledge management at various companies. At FedEx Kinko's these efforts resulted in new training processes and procedures. * Developed survey procedures that resulted in focus groups to improve customer retention, which led to increase in sales with revenue exceeding 55 of targeted goals of $205K in net sales. * Twelve years experience directing the activities of a call center and customer service organization serving 50,000 plus consumers nationwide. * Increased regional sales from $25K to $35K through coaching and developing call center supervisors and 250 plus sales associates * 20 years experience managing organizational change and developing employee-training materials for the new processes and procedures. Call Center Technologies * 20+ years experience leading call center technology efforts at multiple companies that included evaluating and recommending the implementation of new tools, such as CBSS, NOCV, COFEE, CRM, IVRU, MSOS, RECOUP, Trackall, DTE, Fidelity, VOIP, Exony, RTA, ESchedule Planner, LPS, Taleo, & Fieldglass * At FedEx Kinko's developed a new hire on-boarding process through People-Soft driven software. Call Center Metrics and Reports * Eight years experience within Consumer Resource Management group forecasting and routing calls to seven call centers in the Southwest Region on the Unites States. * Provided daily and monthly analyses of calling trends and recommended solutions for areas having high, medium and low call volume. General Business Skills * Currently managing a new Call Center with two team leads and 13 Call Center Agents * Directed staffs up to eight managers with 200 plus employees * Excellent PC, MS Word, Excel, Access, PowerPoint and PeopleSoft skills. * Ability to instill corporate vision and develop an atmosphere of teamwork focused on meeting organizational and corporate objectives. * Hiring and training of outbound/inbound/collections and account services for call centers.
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