SUMMARY

• 28+ years of management experience in fast - paced, hi-tech environments. Launched new Confidential call centers that earned Confidential ’s coveted Certificate of Achievement. Verifiable track record of transforming call centers with increased service levels, efficiency, quality and profitability.
• Exceptional history of reducing turnover to below 10% through staff development and coaching as well as team building and incentives.
• Supervised over 320 employees at Wireless Device Services along with 22 Supervisors in a high tech Industry. Offer best practices experience in Escalation Management and Quality Assurance.
• 20 years of proven analytical and business analysis experience in designing and implementing morale-building and Quality Assurance programs. Able to develop CRM solutions, automate processes, and create online reference material. Created Ratings and Reviews content review and submission process and procedures for Confidential for over 40 third party retailers.
• 25 years of proven adaptability to new technology with vast knowledge of database programs for reporting. Proficient in Confidential Office Suites, Sales Force, Fresh Desk, CAP, Knowledge Bases, CCF, ASD, Digital River tools Access, Project and PowerPoint; Cisco telephony; Sales Logic; KANA CRM solutions; Aspect communications and contact management solutions.

PROFESSIONAL EXPERIENCE

Global Operations Manager

Confidential

Responsibilities:

• Content Development, Business and Data Analyst, Reception and Quality Analysts team
• Quality Monitoring/Assurance - Sets the goals and objectives for Quality Monitoring within the call center
• Training - Coordinates global training activity (both new hire and refresher) for the department, maintaining personnel training records in compliance with regulatory standards:
• KPI measurement - Partners with Customer Care Business Analyst as well as managers to establish the right metrics for measuring the productivity and effectiveness of Customer Care Specialists.
• Continuous improvement initiatives
• Measure and assess Customer issues and trends
• Knowledge Management - With the assistance of a Documentation Specialist, builds and maintains an effective internal knowledge base to ensure that Customer Care Specialists are equipped with information critical to the success of their roles

Customer Care Manager

Confidential

Responsibilities:

• Lead and develop a diverse team of 25 - 35 employees comprised of Customer Care Associates, Team Leads, and Supervisors.
• Manage company processes for domestic sales orders, service orders, equipment troubleshooting, and issuance of return authorizations for repairs and credits.
• Identify and eliminate barriers to accuracy, productivity, quality and collaborate to create solutions that increase the efficiency, service, and productivity of the department.
• Create, review, and approve policies and procedures for the department and ensure compliance.
• Create and develop measurable goals for Customer Care & Sales Support Team to drive personal growth, promote a healthy productive environment and engage employees in the business.
• Assist team with phone calls, order processing, emails, and escalated contacts on an as-needed basis.
• Develop and create reporting to track department KPIs.
• Create a staffing structure to determine department size and headcount
• Provide documentation and company support for training on department procedures and process; Communicate changes in policy and procedures that effect the department.
• Work cross functionally with others departments to resolve complex business problems.
• Provide comprehensive reporting on Call Center workload as well as sales rankings reports.
• Acquire talent that meets the current and future needs of the department.
• Exercise sound judgment in handling all controllable expenses.
• Manage company processes for domestic sales orders, service orders, equipment troubleshooting, and issuance of return authorizations for repairs and credits.
• Identify and eliminate barriers to accuracy, productivity, quality and collaborate to create solutions that increase the efficiency, service, and productivity of the department.
• Create, review, and approve policies and procedures for the department and ensure compliance.
• Create and develop measurable goals for Customer Care & Sales Support Team to drive personal growth, promote a healthy productive environment and engage employees in the business.
• Assist team with phone calls, order processing, emails, and escalated contacts on an as-needed basis.
• Develop and create reporting to track department KPIs.
• Provide documentation and company support for training on department procedures and process; Communicate changes in policy and procedures that effect the department.

Quality Architect

Confidential

Responsibilities:

• Through use of this system, monitored and delivered actionable business intelligence proactively using various listening systems to identify the causes of high customer effort, low resolution rate, and low customer satisfaction during the assisted support experience (agent experience)
• Supported Service Delivery to move accountability for coaching and "run the business" quality work to our Suppliers via the agent quality playbook that I authored.
• Assisted Service Delivery teams to use this quality framework and methodology to improve deficiencies and accelerate progress.

Program Manager

Confidential

Responsibilities:

• Was awarded the prestigious Confidential “Key Talent” award three years in a row for our CS3 teams (2013 - 2015)
• Exceeded our global financial targets in FY13, FY14 & 15 and was close in meeting our CPE goals FY15 for Confidential store in CSS
• Created and personally delivered our first sales training plan & modules that was consumed globally in all life cycles for MS Store which included listening, evaluating and coaching recorded phone calls on a daily basis in a global environment
• Provide process support, guidance, training and mentorship to our global suppliers’ call centers as a means to reach and maintain consumer sales goals, which translates to more revenue for Confidential
• Assisted in the design of several Quality Monitoring Forms for all life cycles especially in the Sales lifecycle
• Assist many MSFT teams with conducting interviews to procure new staff for over 4.5 years
• Increased and maintained an optimal level of CPE weekly by implementing soft skills training, call monitoring guidance and creating best practice guides for chat for all sales, presales and customer service agents
• Partner internally with the all sales Program Managers to identify new opportunities to increase revenue and/or customer satisfaction and work with our call center vendors to implement those changes
• Create product, soft skills and sales training content and act as a subject matter Confidential Products globally
• Provide daily, monthly and weekly report all sales to leadership and send to all vendor sites
• Create Knowledge based content articles and post alerts as needed for vendor sites and for global escalations
• Launch many Sales Pilots that increase revenue, conversion and CPE globally for MS Store across all Lifecycles
• Deliver and own Monthly Business Reviews for multiple LOB’s such as the World Wide Retail channel and the Sales Strategy Deck to our General Manager Rene Yoakum
• Write company policies and procedures that are adopted across all vendors and leadership channels
• Drive a Global sales training boot camp which I procured & currently manage to deploy a consistent sales training experience for our internal MSFT teams in region

Sales and Service Call Center Manager

Confidential

Responsibilities:

• Manage, train and certified a team of 12 plus technicians as well as oversee development and growth of the accounting and sales department
• Successfully launched and integrated a brand new sales team; trained, monitored and drove new and existing business to increase profitability
• Increased productivity 75% with ticket and call processing through tools and self designed tracking programs
• Designed and executed a quality assurance program for ticket and phone call monitoring and drove overall quality above 90%
• Oversee the trouble shooting technical database which includes trouble shooting flows of T1’s, DSL, VOIP, Hosting, Dial up and various other internet services
• Set goals and track progress for the technical staff
• Perform duties such as HR-including hiring; payroll, promotion and disciplinary actions for the teams
• Created a global web based Dashboard to increase productivity with ticket processing and increase quality and the overall customer experience
• Launched many incentive and motivational programs to increase goal achievement within the company effecting all departments
• Developed soft skill training program and delivered globally
• Wrote company policies and procedures that were adopted across all company departments
• Promoted four interdepartmental agents to Hosting, Provisioning and a Supervisory position