OBJECTIVE

Highly experienced multi-site call center workforce management and customer service leader seeking opportunity to direct your call center to world-class performance.

CORE COMPETENCIES

Call Center Management

• In-house Operations
• Third Party Outsourcing
• Start-up Operations
• Domestic and Offshore
• Customer Service and Collections
• Technology and Vendor Management

Contact Channels

• Inbound
• Outbound
• Chat
• E-mail
• Correspondence

Workforce Management

• Forecasting and Scheduling
• Real Time Queue Management
• Call Recording and Quality Monitoring
• IVR, ACD and Dialer Administration
• MIS Reporting
• Capacity Planning and Budgeting

WORK EXPERIENCE

Confidential

Vice President

• Directly managed the call center forecasting and capacity planning process for the Collections and Home Transition call centers in the Mortgage Servicing department. Provided monthly forecasts for as many as 6,000 call center representatives handling up to 10 million calls per month and as much as 42 months ahead to partners in workforce management for hiring, training and scheduling , finance for budgeting and business operations for day to day planning . Increased forecast accuracy through regression based modeling structures. Directly managed 2 forecast analysts.

Confidential

Vice President

• Directly managed all aspects of three third party outsourcer back office operations centers supporting 75 client partners of non-traditional banking services. Responsible for the profit and loss results of back office operations in Confidential. Provided strategic planning and execution to enhance profitability, productivity and efficiency throughout the company's back office operations. Generated back office revenues of 3M annually with 40 profit margin. Provided direction and leadership to 40 customer service representatives and 10 managers / supervisors in a customer service, client care, vendor support, and financial reconcilement back office environment. Led the forecasting, budgeting, recruiting, staffing, training, scheduling, quality monitoring, reporting, performance review, promotion and development efforts in the back office. Successfully supported new client sales efforts and existing client relationship management. Optimized back office operation volumes, quality, and timeliness. Reduced management staff by 4 positions with no loss of client service or quality to meet cost reduction goals. Developed transition plans to offshore more than 50 of domestic back office operations in 2010 to further reduce costs.

Confidential

Vice President

• Directly managed all aspects of three third party outsourcer customer service contact centers supporting 60 client partners of non-traditional banking services. Responsible for the profit and loss results of contact center operations in Confidential. Provided strategic planning and execution to enhance profitability, productivity and efficiency throughout the company's contact center operations. Generated contact center revenues of 2M annually with 25 profit margin. Provided direction and leadership to 40 customer service representatives and 5 managers / supervisors in an inbound call, outbound call, and e-mail contact center environment. Led the forecasting, budgeting, recruiting, staffing, training, scheduling, quality monitoring, reporting, performance review, promotion and IVR development efforts in the call centers. Successfully supported new client sales efforts and existing client relationship management. Optimized contact center call and e-mail volumes, call and e-mail quality, service levels, average speed of answer and abandon rates using Edify IVR technology, Avaya ACDs, Total Recall call recording and Centre Vu real time reports. Turned around extremely high rep turnover rate through the development of a cost-beneficial rep promotion program based on quarterly performance reviews and feedback. Successfully led call center start-up efforts in Birmingham, AL and Delhi, India. Transitioned 40 of calls handled domestically to lower cost offshore call center with no loss of client service or quality.

Confidential

Director

• Directly managed the day to day forecasting, staffing, planning, call routing, analysis and scheduling of 1000 telephone agents and support staff at 3 internal sites in an inbound contact center. Effectively utilized a staff of 3 managers and 17 analysts to create and implement policies and procedures to optimize inbound service levels, occupancy rates, abandonment rates, and average speed of answer on a half-hourly basis using AT T Route-It call routing software, Aspect ACD switches, and Aspect e-Workforce Management software TCS vers 6.2 .

Confidential

Director

• Directly managed the day to day forecasting, staffing, planning, call routing, reporting, analysis and scheduling of 1800 telephone, e-mail and chat agents and support staff at 4 internal sites and 4 outsource sites in an inbound, outbound, and blend contact center. Effectively utilized a staff of 7 managers and 22 analysts to create and implement policies and procedures to optimize inbound service levels, occupancy rates, abandonment rates, and average speed of answer and outbound call goals, intensity rates and right party contacts on a half-hourly basis using Genesys call routing software, Lucent Avaya ACD switches, Genesys power dialers, and Aspect e-Workforce Management software TCS vers 6.2 .

COMPUTER SKILLS

Proficient with MS Excel, Word, PowerPoint, Project, Access, Six Sigma Process Excellence, Aspect TCS e-Workforce Management Software, Avaya Centre Vu Call Management Software