Summary

• Results-centered business developer and expert in cross functional team leadership, integrating cutting edge solutions and upgrading corporate processes. Proven track record of 19 years in synergizing business goals, technology platforms and resource management. Seasoned in collaborating with all levels of the corporate structure to boost productivity, staff morale, retention and improve the bottom line. Passionate in continuous improvement, growth and exceeding internal/external client expectations.
• Strategic Planning Needs Assessment Presentations/Training Data Analysis QA/QC Cost Reductions
• Leadership/Mentoring P L Functions Systems Support Resource Optimization Multimillion Dollar Budgeting
• Corporate Compliance Product/Vendor Sourcing Trend Analysis Operating Metrics HR Functions
• Troubleshooting Proactive Solutions Product Development Technology Integration Process Improvement

PROFESSIONAL EXPERIENCE

Confidential

CONTACT CENTER SENIOR DIRECTOR

• Leveraged nearly 20 years in strategic business development, cross-functional team leadership and bottom line improvements to oversee the corporate call center with a 6M budget and 150 personnel. Built the commission/benefits structure that boosted productivity, retention and morale while maximizing the bottom line. Established employee benchmarks, aggressive yet realistic goals. Monitored phone, web, chat and email interactions both internal and via social media such as FaceBook. Administered financial support staff responsible for customer returns and credit.
• Ensured compliance to corporate standards of excellence. Improved HR processes through proactive support of SOPs in on-boarding and staff development/training. Mentored and evaluated employees on performance including authoring annual reviews. Collaborated with upper level management to troubleshoot, identify areas of underperformance and resolve challenges. Streamlined workflow and reduced waste. Created and analyzed daily/weekly/monthly production reports with a goal of improving call quality and customer satisfaction.

Notable Accomplishments

• Improved cross-selling skills of staff with direct contact with customers to generate 3M in additional income during tenure and implemented Interactive Voice Response IVR , reducing call volume by 20 .

• Forecasted to save 75K/yr via cutting edge address validation and implemented Computer Telephony Integration, empowering staff with instant customer data, resulting in significant time savings, accuracy, productivity increase and a 5 HC reduction.

• Initiated QA/QC processes improving order accuracy, a customer satisfaction rate from 75 to 90 , boosting agent scores to 4.8 average out of 5 and 10 AHT improvement.
• Brought in industry experts as well as internal resources to continuously improve skills such as closing, pitching, upselling/cross-selling and relationship development.
• Implemented tactical staffing strategies to allocate limited resources within a fixed budget, including seasonal and temporary employees.

Operations Enhancements

• Reduced labor costs 120K annually through developing offshore, near shore and domestic partnerships.
• Slashed handle time through upgrading technology and automation of operations.

• Created and executed a proactive Mystery Shopper Program allowing for an objective quality review of personnel performance.

• Served as a key team member in the launch of Intelligent Call Routing to better delegate calls to more productive Sales Agents.
• Improved scheduling and delegation of work and rolled out improved technology such as NICE call recording, realizing greater transparency and accountability.

Confidential

CLIENT SERVICE MANAGER

Utilized previous relationship with industry leader Merrill Lynch as well as building new, high value partnerships with banks such as Bank of America for 401K outsourcing needs. Led an effective and efficient team of 20 specialists with a 600K yearly budget, providing top notch customer service specific to defined contribution plan administrators and financial consultations. Continuously reviewed industry knowledge and best practices to ensure staff could accurately and rapidly respond to all questions and concerns. Made certain call quality, customer service and Key Performance Indicators continuously improved. Garnered relevant data to produce weekly/monthly production reports, analyzing vital statistics such as answer rates, open/resolved issues and customer satisfaction.

Notable Accomplishments

• Earned the President's Award for outstanding performance during tenure.
• Led high impact presentations and training sessions in product knowledge, customer service, quality improvement and call reduction time.
• Recruited, hired and trained up to 50 staff, developing on-boarding processes that included in-depth training.
• Monitored staff both individually and as a team to conduct annual performance reviews.

Confidential

ASSISTANT VICE-PRESIDENT, CONVERSION MANAGER, CONVERSION SPECIALIST, ACCOUNT MANAGER

• Began working directly with clients, ensuring all questions/concerns on 401K plans, pending payrolls, distributions, exchanges and loans were replied to < 24 hours.
• Promoted to serve as a liaison between the Account Manager, Financial Consultant and client to ensure essential conversion data is obtained.
• Migrated and reconciled confidential records from an old to new system.
• Designed prototype 401K plan documents that were well received by clientele.

• Charged with additional leadership responsibilities as AVP with a 400K budget, due to an established track record of assimilating project requirements, excellent performance and willingness to take on additional roles.
• Supervised the 401K Implementation Utility Team of 12 professionals, tasked with administering plans up to 50M with 100 participants.
• Spearheaded 1K plan conversions per year.
• Created and executed real world training programs dealing with current regulatory updates and client relationship development skills.