SUMMARY:

• Amazingly optimistic, results - driven professional with a progressive career in Call Center and Operations Management within the Federal Government I.T.
• Services, Consumer reporting and Financial Services industry.
• Skilled in developing and executing targeted business initiatives that drive customer growth, achieve sales objectives, and enhance bottom-line profits.
• Excellent decision making and problem-solving skills while meeting the challenges of constantly fluctuating business environments.

TECHNICAL SKILLS:

• Service Desk/Help Desk
• Staff Development
• Customer Relations
• Call Center Management
• Performance Evaluations
• Front-End Supervision
• Teambuilding & Training
• Procedure Development
• Process Improvement

PROFESSIONAL EXPERIENCE:

Confidential, Beltsville MD

Supervisor IT Help Desk

Responsibilities:

• Supervise a team of 20 Help Desk Analyst who troubleshoot Tier I IT Application issues in a 24x7x365 helpdesk environment for the Department of Interior’s eOPF help desk supporting over 2.3 million users, with a monthly call volume of approximately 30,000 tickets.
• Assisted Senior Management with implementing standardized processes & procedures for Disaster Recovery Continuity of Operations Planning (DR/COOP).
• Lead assigned personnel and implement necessary work control procedures to ensure quality and timely completion of work.
• Assist with Scheduling of assigned employees to ensure 24/7 operations.
• Manage all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions.
• Reports on key service-level metrics, including average response time, first-contact-resolution rate, call volumes, ASA, Call Abandons, and Calls Handled.
• Ensure all personnel actions, including employee selection, assignment, training, time-off requests, counseling, evaluations, recognition and disciplinary actions.

Project Manager

Responsibilities:

• Designed and managed procedures for customer correspondence, inquiries, requests, complaints, and escalation management.
• Managed all operations activities within the Call Center, including scheduling, hiring, training, oversight and improvement of key performance indicators, management of call center software, performance monitoring, and agent development /mentoring.
• Recognized by Senior Management for performing CMMI & ISO 20000 tasks in preparation for appraisal and audits.
• Oversaw a team of information specialists responsible for handling inbound and outbound calls, written correspondence, web chat, and email based on standard operating procedures and contractual service level requirements, for the United States Department of Justice.
• Tracked and analyzed Call Center performance service goals/metrics issuing regular reports to senior management and Government /stakeholders of performance versus goals and recommended actions.

Manager

Responsibilities:

• Managed an 18-person Customer Call Center department, involving training, work flow, quality control, conflict resolution, and reviewing processes.
• Reorganized department to properly align with sales teams improving communications and reducing time sales spent on non-sales related administrative activities.
• Collected and analyzed call metric and service request data and creates reports for senior leadership.
• Distributed and reviewed work, including managing attendance, approving leave, conducting performance appraisal, and rewarding excellence.
• Oversaw orientation and training of new employees and provides ongoing training to staff on new or revised operating procedures.
• Monitored call center representative’s availability, call volumes, wait time to ensure customer calls are maintained to acceptable standards.

Assistant Manager

Responsibilities:

• Oversaw the supervision of a team of 20 compliance specialists with regards to training and performance monitoring.
• Assured contract compliance by developing and implementing compliance policies and procedures achieving and maintaining our goal of 98% account compliance accuracy.
• Performed due diligence verification of FCRA permissible purpose, and a ssured department’s adherence to Confidential ’s, Trans Union’s and Experian’s policies.
• Assured departments Adherence to Confidential ’s, Trans Union’s and experian’s policies, and rules and regulations regarding the credentialing of accounts.
• Worked as contractual subject matter expert to ensure specified contract redlines are approved by all necessary parties and are compliant with business, operational and regulatory requirements.
• Support maintenance and administration of contract management database.

Senior Account Manager

Responsibilities:

• Recognized for maintaining a client retention rate of 98% for five consecutive years.
• Managed annual goal setting process with accounts revenues fewer than 1.2 million, including quarterly follow up for all ISS services and solutions.
• Recognized for handling one of ISS most difficult clients by President of ISS.
• 100% annual renewal process under the directions of sale lead all six years.
• Single point of contact: handled majority of client inquiries via access to production systems.
• Identify up-sell opportunities and forward leads to the appropriate sales associate.
• Own and manage client inquiry and issue resolution process using SalesForce.com and other internal tools.
• Perform frequent testing of new product features.