SUMMARY

• My experience blends planning, organizing, and management.
• International Call Center IT operations including experience with Healthcare, inbound and outbound sales experience, client service excellence, professional services, network operations background, account management, ticketing system expertise, incident and root cause analysis and business analysis.
• I developed the soft skills required for personnel training, recruitment and C level client relationship management.

TECHNICAL SKILLS

Skills: Account Management, Six Sigma and ITIL, Sr. Operations Management, Project Management Expert (PMI), Change Control Expert (CAB), Methodology Development, Account Mining, Organizational Realignment, Process Design and Reengineering, Customer Prospecting, Market and Proposal Development, Process Improvement, Proposals, Negotiation and Closing, Technical Support Management, Partner and Alliance Management, Service Availability, E - commerce Management

Strong Technical Expertise: Growing Marketing Teams, Ticketing Systems, Work Force Management, Financial Services, Client Advocacy, Global Business Systems, Conflict Resolution, Community Support, Telecommunications, Client Service Delivery, High Volume Call Service Center, and Service License Agreements

EXPERIENCE

Help Desk Manager

• Raised customer satisfaction scores from below 70% to above 98% in the first 6 months.
• Managed a staff of 60 people on both inbound and outbound calls.
• Provide 1st, 2nd and 3rd tier level of escalation management for customers’ satisfaction issues.
• Provided sales account management support for internal and external sales and services teams.
• Provided continuous improvement solutions that have potential to impact the customer experience, employee satisfaction and operational effectiveness.
• Experienced cost conscious, proactive problem solutions to maximize the resources of a start-up.
• Experienced in call center technology, including ACD and workforce management
• Ensured that client availability issues were addressed in an efficient manner.
• Ensured maximum productivity and utilization through meeting performance targets and maintaining appropriate staffing levels
• Pursued opportunities for account growth and new business
• Communicated accurate and useful status reports to management on a timely basis.
• Management recruitment and training of Client Service team that provided technical support to the Sales, Development and Marketing departments.

Client Services Management and Manage Call Center Sales Services

• Established strategic direction and operations management for the contact center.
• Manage all inbound and outbound calls
• Developed and managed all aspects of client sales.
• Managed the developed the analysis and reporting of call center operational metrics and KPIs.
• Coordinate with upper management to establish, diagnose or resolve issues related to customer requirements and customer satisfaction.
• Monitored overall department performance in order to ensure problems are resolved in a timely and thorough manner to meet customer service requirements and company goals.
• Negotiated, developed, monitored and administrated contracts and agreements.

Consultant /Call Center Management and Professional Sales Services

• Managed a staff of 143 people on both inbound and outbound calls
• Developed and managed all aspects of outsourced call centers..
• Initiated, designs and implemented best-in-class process improvement initiatives and analysis to contact center operations.
• Established policies and procedures for all contact center operations including customer resolution, KPI management and reporting, training, and contents and social media teams.
• Managed the developed the analysis and reporting of call center operational metrics and KPIs.
• Coordinated with other departments to establish, diagnose or resolve issues related to customer requirements and customer satisfaction.
• Implemented new business initiatives including system design and performance management for the contact center operations.
• Monitored overall department performance in order to ensure problems are resolved in a timely and thorough manner to meet customer service requirements and company goals.
• Developed, taught and directed managers and technicians in the contact center organization through implementation of goals, objectives, policies, procedures and work standards where applicable.
• Negotiated, developed, monitored and administrated contracts and agreements.
• Ensured that quality standards, procedures and authority levels were properly maintained in accordance with business objectives.
• Established long term objectives and business plans for the contact center department.
• Developed systems and maintained records that provided for the proper evaluation, control and documentation of assigned activities.

Director of Client Services and Call Center Manager

• Directed client service and product support functions for the organization.
• Reported to the CTO, providing regular input on all account activity, including status and call reports on a weekly basis.
• Recruited, trained, coached and managed applicants for job placement.
• Managed the resolution of training development and delivery risks and issues.
• Responsive to requests as defined by the departmental service level agreements.
• Worked as an effective team member, supporting peers and recognizing the contributions of others to ensure the achievement of team goals.
• Participated in contract negotiation and vendor performance monitoring. Demonstrated understanding of vendor management concepts and implementation techniques including contract negotiation and vendor performance monitoring.
• Assisted sales programs to encourage customer acceptance of products and services

Senior Healthcare Director Client Service

• Managed an international staff of 150 people on both inbound and outbound calls in multiple international call centers.
• Transformed an under-producing sales team, immediately resolving long-standing problems, and instituting incentives that elevated performance while building morale and motivation.
• Directed client sales team on $10 million in sales in Europe, including, but not limited to: software, desktop, laptop, and technical support
• Managed rapidly developing projects for Global Business Systems and our client; ranging from $10 to $20 million in sales; handled all of the HR responsibilities in North America
• Improved client satisfaction by identifying and clarifying key risk areas and missed opportunities
• Responsible for oversight and management of large, complex contracts and suppliers
• Penetrated dozens of profitable financial accounts individually valued at up to $2.5 million, with major Fortune 500 customers.
• Ensured that “independent” third party work being was done with respect and professionalism to our client
• Monitored the work of the Data and Call Center Service lines to resolve any problems with delivery of services to the client.

Senior Data and Call Center Director and Senior Account Sales Management Advisor

• Provided daily operations of production systems maintaining a 99.99% SLA for all of our clients.
• Provided full revamping of existing processes to comply with best practices based on Service Level Agreements, Operational Level Agreements, and the Key Performance Indicators necessary to continually monitor and measure performance of the Service Desk department
• Responsible for defining and writing RFP and SOW for new work added on sales calls.
• Responsible for the start of Six Sigma and ITIL resolution teams into Check Free to maintain the integrity of the company’s production systems.
• Trained the team to determining root cause analysis using six sigma and ITIL leading the Problem Resolution Team until stability was established.
• Owned all direct responsibility of all outage escalations and final resolution.
• Communicated and informed internal and external executives on the problem status and root cause