Accomplished Customer Service Director

Highly experienced professional, offering extensive experience in business development, operations, customer service, marketing, training, and sales. Possess expertise in execution of progressive managerial concepts, and systems, that significantly build productivity, and efficiencies. Accomplishments: • Project owner and lead, in successful implementation and recent upgrade of Automated Call Distribution (ACD), and Quality Monitoring systems. • Developed planning, and executed deployment strategies, in the consolidation of two call centers, with FairPoint Communications, Inc. • Created and implemented effective analytic reporting, that encompassed all KPI goals, based on servicing industry. • Implemented call management systems, with extreme focus on staffing allocation, call routing and handling efficiencies, and quality. • Designed and employed online help tool systems, for quick access to company knowledge base, achieving decrease in call handle times, and the delivery of accrurate information to customers. • Worked with company legal department to build policies and procedures, in compliance with Regulartory CPNI – Customer Proprietory Network Information. • Expanded training methods, and procedures, by utilizing performance and trending analysis. • Redesigned and executed skill based call routing process, to achieve optimal call handling performance. Received a company recognition award for the success of this enhancement. • Strong ability to observe, recognize, and implement new operational changes, that will improve and enhance company operations.

Director

Belfast, ME