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Executive Director Customer Resume

FloridA

SUMMARY:

  • Customer Experience Executive, Vendor Management Executive, Client Relations Executive, Operations Delivery Leader
  • COPC Vendor Management Organizations Registered Coordinator Certified
  • Insite Managed Solutions ccSigma Yellow Belt for Contact Centers Certified
  • Seasoned Customer Experience & Quality Executive
  • Experience managing Statement of Work & Master Service Agreement compliance
  • Proficient fiscal and operational budget experience
  • Excellent background in call center start ups and managing vendor relationships
  • Proficient at conducting site process audits to reduce costs and maximize efficiencies
  • Adept at service delivery strategic planning and leading program operations execution
  • Strong client services, program management, & project management experience
  • Strong communication, negotiation, and presentation skills
  • Comfortable relating to people with diverse backgrounds

PROFESSIONAL EXPERIENCE:

Confidential

Executive Director Customer, Florida

Responsibilities:

  • Responsible for providing strategic direction and leadership while managing, supporting, and developing the Quality Assurance department to ensure the overall success of each project and its performance
  • Deliver additional value based solutions by developing, communicating and driving effective innovation strategies based on valid, customer - specific value criteria
  • Develops, maintains, and shares perspectives on the competitive landscape as they relate to customer experience strategies and product/ service strategies
  • Drives collaboration and strategy of the Customer Satisfaction process to the internal quality process.
  • Ensures QA department is implementing Confidential and Clientele Quality Assurance Best Practices to drive overall client and customer satisfaction.
  • Participates in client meetings to develop and/ or revise project requirements
  • Continually identifies QA system and QA process enhancements that result in decreased costs, increased customer satisfaction, and overall process efficiency improvements

Executive Director Customer

Confidential, Philippines

Responsibilities:

  • Created and implemented an Confidential Customer Experience model to achieve optimal customer experience solutions by transcending transactional call quality to include customer insights, business intelligence, and process/continuous improvement creating value for our clients, across Confidential operations supporting over 11,000 employees
  • Re-engineered Customer Experience Team and constantly communicating with Senior Management and frontline around alignment, a clear future state vision, strategic priorities, and operating initiatives
  • Introduced mandatory Six Sigma White Belt and Yellow Belt training and certification for all Confidential CE team members to improve analytic output
  • Partnered with existing and potential clients on Confidential strategy for promoting operational excellence resulting in implementation of successful proactive solutions to reduce cost, generate revenue, maximize efficiencies and to improve customer satisfaction and Confidential
  • Adopted a standardized process mapping process that focused on end to end customer journey mapping called Gold Standard Process Mapping
  • Successfully managed Confidential Customer Experience & QA budget to meet cost to revenue targets, while generating savings on an annual basis

Confidential

Director Vendor Management, Westerville, Ohio

Responsibilities:

  • Ensure Vendor Partners comply with all Statement of Work and Master Services Agreement requirements and serve as a point of escalation for all issues that call for further discussion
  • Create contract Amendments as needed with the approval of the legal team and authored contract Change Order forms for partner retention and six month net save rate reset goals in accordance with contractual stipulations
  • Work with leadership team to conduct pricing/cost analysis of variable and fixed cost associated with doing business with a partner site to ensure we were receiving the best billable rate possible
  • Responsible for day to day management of Vendor Partner relationships, drive accountability for exceeding performance objectives, and ensure each site is executing on strategic actions plans as expected in Juarez, Mexico; Lewiston, Maine; Manila, Philippines; and Tijuana, Mexico
  • Facilitate weekly, monthly, and quarterly performance review sessions which consisted of the following: review of key performance metrics (service levels, staffing, occupancy, call quality, sales, retention, average handle time, absenteeism, attrition, and transfers), review performance trends/variances, review root cause analysis, review action plans, and discuss future strategies
  • Conduct site process audits during contact center visits to include: Work Environment, Site Leadership, Operations, Training, Quality, Workforce Management, Human Resources, Recruiting, Information Technology, Program Implementation and Client Services, which resulted in the development, implementation and optimal execution of strategic actions plans that serve the purpose of reducing costs, increasing revenue and maximize efficiencies
  • Successful initiatives and projects are as follows: Creation of Vendor Management Charter, 65% retention improvement, Quality stretch objectives, Partner Recurrent Training process, and Implementation of the Voice of the Customer process

Confidential

Program Manager, Orlando, FL

Responsibilities:

  • Responsible for leading Operations team in a B2B environment in the tactical execution of Confidential business ensuring internal and external key performance indicators (sales, revenue, retention, quality, AHT, schedule adherence, service levels, and staffing) are attained while delivering against the company’s financial plans
  • P&L responsibility for account ensuring revenue attainment while maintaining balanced budget
  • Provide leadership and guidance to assigned Sr. Sales Manager, Sales Managers, and Agents to ensure the team is developed and executes on tactical business plans
  • Partnered with Operations Team to ensure root cause analysis was conducted to assess performance trends, create strategic action plans, and implement to improve performance as needed

Confidential

Vendor Manager, Altamonte Springs, FL

Responsibilities:

  • Ensure vendor partners were executing on call quality requirements in a way that increased customer retention, positively impacted issue resolution thus resulting in additional sales revenue
  • Conduct weekly Operational Commitment meetings which serve the purpose of reviewing the key performance metrics: First Call Resolution, Issue Resolution, Retention, Average Handle Time, Maximize/Strategic Close Rate (Sales), Billing Adjustments, Transfers, Staffing, Occupancy,
  • Service Levels, and Attrition. This meeting provided a forum for the Confidential Partnership Manager to review and question root cause analysis and strategic action plans
  • Engage in problem resolution analysis and process improvement evaluations to identify challenges with key processes and site performance output
  • Conduct site audits to ensure strategic action plans are being executed as designed

Customer Solutions Manager

Confidential, Altamonte Springs, FL

Responsibilities:

  • Created strategic Quality plans to ensure each customer contact is a positive experience resulting in optimum Customer Satisfaction, improved First Call Resolution (FCR), and reducing churn
  • Consumer General Customer Satisfaction increased from 7.69 in June to 8.18 in July. Activations Customer Satisfaction in July was #1 in the enterprise with a performance of 8.77
  • Partnered with Program Operations and the IBM Global Service Vendor Quality Team to share best practices, review quality audit results, check interpretation of Quality Assurance and Monitoring Calibration Reference Guide
  • Created online FCR Checklist and de-escalation job aid to provide Specialists with a tool that encourages them to cover each of the essential FCR criteria and reduce number of escalations

Customer Solutions Manager

Confidential, Altamonte Springs, FL

Responsibilities:

  • Served on cross functional team that facilitated the implementation of the Confidential line of business in Orlando. This team included members from the following departments: Workforce Management, Scheduling, Training, Program Operations, and Human Resources.
  • Demonstrated change management skill set by leading the transformation of the Confidential and Marketing Department (200 Specialists, 3 Sr. Specialists, and 8 Team Leads) to the Confidential line of business.
  • Recipient of 1st Quarter Customer Services Achievement Award for leading the transition of the Confidential & Marketing Group ( Confidential ) to Confidential in Orlando.
  • 2005 participant in the Confidential Consumer Solutions Leadership Development Program. Identified as an Executive Candidate, who displays the leadership potential to succeed at a higher level of management. Assigned an Executive Coach and a Director mentor to support professional development and growth

Customer Solutions Manager

Confidential, Altamonte Springs , Fl

Responsibilities:

  • Provided leadership and direction to the Confidential team by implementing and executing marketing campaigns that led to creating strategic value for Confidential in the following areas: Customer Satisfaction, Customer Retention, and Revenue Generation. (206 Specialists, 4 Sr. Specialists, 8 Team Leads, 1 Reporting Analyst, 1 Project Manager)
  • Responsibilities included: (1) Confidential Project initiation, planning, execution, control, and close-out; (2) Interface with corporate (Marketing, WFM, Quality, E&D, Finance, and IT); (3) Interpret Marketing project briefs, define scopes and deliverables; (4) Partner with local cross-functional team to manage the project implementation process; (5) Create necessary processes to increase efficiency within Confidential team
  • Generated $2.5 million in 1st Quarter of 2005 from 3,451 Gross Add-a-Sub sales, 4,363 Vision sales, and 2,451 International Calling Plan sales made during outbound campaigns
  • Generated $3.0 million in 4th Quarter of 2004 in the following outbound dialing marketing campaigns combined: 4Q Gross Add Primary Offer, 4Q Gross Add Test Offer, 4Q Gross Add Hispanic Offer, and Emerging Markets Mid Markets Business
  • Worked closely with Program Operations, Marketing, and Finance to determine overall effectiveness of inbound and outbound campaigns using data collected from DAVOX (outbound dialer)

Customer Solutions Manager

Confidential, Altamonte Springs, Fl

Responsibilities:

  • Partner, coach/develop and inspire members of the Customer Solutions Department to exceed all performance and professionalism standards, resulting in optimum team and individual performance (9 Supervisors, 176 Specialists, and 1 Administrative Assistant)
  • Team generated $18 million in sales revenue for 2003 from selling Confidential products and services
  • Review performance and create strategic action/service plans which focus on ways to improve results in the area of Customer Satisfaction, Customer Retention, Sales, Call Control, Attendance, Schedule Adherence, Service/Accessibility Levels, Cost per Call, Net Average Adjustment, Recruiting, and Attrition
  • Recipient of the 2003 Confidential Peak Performer Award for having the #1 Sales Team in Orlando
  • Served as the Confidential Chairperson for the 2004 United Way Campaign raising $40,000.00.

Business Unit Manager

Confidential, Altamonte Springs, FL

Responsibilities:

  • Guide, motivate, and train members of my Management Team to lead with Positive Performance Management skills, thus enabling the center to surpass the goals in all metrics (5 Customer Solutions Managers, 50 Team Leaders, 50 Sr. Specialists, 1200 Specialists, and 1 Admin Assistant)
  • Provide leadership which resulted in being recognized as the Top Confidential Contact Center in 2002
  • Manage the financial results of the Customer Contact Center via effective expense controls and retention of existing Confidential PCS customer base ($49 million in Contact Center Budget)
  • Create strategic service plans to exceed the Leading Indicators on a monthly basis. (Service Levels, Customer Satisfaction Survey/Quality, Retention, AHT, Sales, Attendance, Attrition, Customer Facing, Efficiency, Staff to Budgeted Headcount, and Employee Attitude Survey)
  • Recipient of the 2002 Confidential Star Award at the Confidential PCS Leadership Conference in recognition of outstanding leadership at Confidential

Customer Care Manager

Confidential,Charlotte, NC

Responsibilities:

  • Manage the day to day operations of Customer Care Department (10 Supervisors, 131 Specialists, and 1 Administrative Assistant)
  • Assist Director with recruiting and hiring new Customer Care Managers and Team Leads
  • Foster positive employee morale while reducing/minimizing employee turnover

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