Call Center Manager

COMPANY	POSITION HELD	DATES WORKED
(Confidential)	(Confidential)	1/2003 - Present
Pitney Bowes, Inc	(Confidential)	7/1985 - 5/2000

SCHOOL	MAJOR	YEAR	DEGREE
Norwalk Senior Hight School	Business	1982	High School/GED Degree

Highlights:

Cardinal Health – Norfolk, VA 2003-Present Summary Manager Manage and direct all aspects of business development and daily operations initiatives for regional healthcare provider. Responsible for developing, implementing and overseeing performance measures to ensure highest quality healthcare available. ?Communicate new project needs including materials, data requirements and project scheduling by effective facilitating the project/symposium implantation. ?Manage teams to meet and exceed call center performance objectives with Automated Call Distributors (ACD'S) and Predictive dialer. Advanced knowledge of call center activities that include: maximizing inbound/outbound service levels, call routing, AHT and other call center related variables and budgetary goals. ? Motivate and support staff members and provide opportunities for growth and development. Provide timely feedback when identifying and addressing performance opportunities. Develop through coaching and performance improvement plans for employees not meeting project protocol ?Coordinate and implement promotional and educational meetings for thousands of medical professionals ?Developed and provide techniques and approaches to maximize productivity, increased availability and heighten management awareness to schedule adherence ?Maximize sales, conference participation, and marketing performance by utilizing high-impact market research techniques ?Establish and maintain a motivational atmosphere in a fast-paced environment Pitney Bowes, Inc – Norfolk, VA 1993-2002 Client Relations Manager Responsible for the management of all phases of a customer service/collections/data entry call center for the National Accounts division. ?Acted as catalyst and strategic business partner with local leadership team, guiding and coaching the team to surface, confront, mediate, and resolve human resources related business problems. ?Managed staff of 26 associates and two supervisors, responded to employee questions on human resources matters, provided counseling to employees, and conducted investigations as needed to resolve employee relations. ?Enhanced divisions’ adversarial relationship with field customers and dramatically improved its reputation by using a proactive communication strategy, including effective phone contact and written communication, as Pitney Bowes, Inc – Stamford, CT 1987-1993 Client Relations Supervisor Responsible for the supervision of a talented group of 16 associates in a call center collections environment serving over 50,000 of the country’s’ most prestigious accounts. ?Developed and coordinated training of employees, which resulted in, improved customer surveys by 30%. ?Collaborated with appropriate business units in promotional programs. ?Acted as liaison between the associates, upper-management and human resources. ?Developed schedules and assignments that saved the company over $24,000 annually Pitney Bowes, Inc – Stamford, CT 1985-1987 Senior Billing Specialist Responsible for providing quality customer service and outstanding collections through a variety of tasks including billing of residential, commercial and national accounts, and account research. ?Exercised excellent organizational skills with the ability to prioritize and make independent, critical decisions. ?Maintained performance in accordance with departmental and company guidelines to ensure the highest level of quality to our customers. ?Performed clerical duties to enhance departmental operations. ?Utilized account principles and company policies to resolve moderate to complex billing and collection issues.

Companies I like:

Google; Make a Wish Foundation;

Manage and direct all aspects of business development and daily operations initiatives for regional healthcare provider. Responsible for developing, implementing and overseeing performance measures to ensure highest quality healthcare available. Responsible for the management of all phases of a customer service/collections/data entry call center for the National Accounts division.