Summary

• l Dedicated customer service sales director/manager with 10 years of experience Familiar with publishing, wireless and public utility industries. Well versed in all aspects of call center operations. Consistently achieve high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. l Respected builder and leader of customer - focused teams Instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all sales initiatives, customer service goals and customer satisfaction.

Areas of Expertise

Customer Service Management

Complaint Handling Resolution

Call Center Operations Management

Strategic Analysis

Customer Satisfaction Enhancement

Front-End Supervision

Sales Margin Improvement

Start Up operations

Teambuilding Training

Cost-Reduction Strategies

Order Fulfillment

P L Management

Professional Experience

Confidential

Manager of Collections

Selected Contributions:

• Identified improperly billed accounts resulting in a reduction of aged debt >120 days of 1.2M.
• Led project that reduced returned mail by 24, eliminated back log, generated payments and resulted in address updates to 15K accounts.
• Launched two aggressive collection campaigns that targeted various AR age buckets resulting in revenue generation of over 900K in 45 days.
• Partnered with internal resources to develop program to reduce theft of service through dispatch of crews to disable accounts.
• Surpassed total revenue collected in 2011 by 25 through October 2012.

Confidential

Regional Manager

Reporting to the Vice President of Sales, responsible for managing the inbound telesales channel for one of the largest wholesalers of Boost and Virgin wireless products. Analyze business needs, distinguish between needs and wants, identify gaps between business needs and standard application functionality, design and document solutions that fill the gaps. Assist in developing and maintaining documentation on processes, policies, application configuration, and help related materials. Designed learning development curriculum which included scripting, phone etiquette, sales force and POS systems. Recruited, interviewed and hired call center staff. Managed P L. Analyzed and evaluated call and sales performance data resulting in improved marketing plans, sales performance and revenue.

Selected Contributions:

• Redesigned call flows, reporting and scripting resulting in a 400 increase in call processing that improved lead penetration and rate of qualified contacts.
• Designed and launched a CRM based model through Salesforce resulting in overall improvement in revenue generating activities and customer satisfaction
• Reduced staffing turnover through incentive plans, employee appreciation and recognition activities.
• Launched a QA based incentive plan that improved satisfaction and reduced complaint calls.

Confidential

Selected Contributions:

• Implemented start up operations at three new call centers without any glitches.
• Created a training curriculum that resulted in reduced call handle time, improved conversion rates and improved overall employee performance.
• Negotiated contracts and compensation plans with vendors on behalf of clients that allowed us to mitigate our expenses in the process.
• Improved SPH performance by 166 and conversion rate by 133 in less than 12 months resulting in an increase in revenue of 300 .
• Designed and implemented commission and incentive plans that resulted in enhanced employee satisfaction, retention and increased revenue.
• Transformed operation that was posting monthly losses to achieve profits within one year. Met or exceeded sales targets despite increased competition presented by competitors.

Confidential

Operations/Site Manager Contact Center

Previous Positions:

Advanced to increasingly responsible positions, culminating in leadership role with oversight and responsibility for inbound/outbound call center 11 - 22 team leaders agents, 500,000 calls per month . Reporting directly to the center Director, responsible for P L management, successful integration of budget/staffing plan, technology, Aspect ACD, IVR, volume forecasting service level agreements. Utilized various technology tools E Talk, Genesys, and Aspect to track and analyze performance and partner with senior management to create and develop processes to successfully roll out projects and new business ventures to frontline management and staff.

Selected Contributions:

• Implemented tracking systems to monitor schedule adherence productivity of agents resulting in an increase in attendance statistics and revenue opportunities while reducing call wait times.
• Increased service levels by 15 in one year period.
• Implemented CRM focusing on generating revenue through acquisition activities, up sell, cross sell and advocacy activities resulting in improved customer retention, customer experience and reduction in complaint calls.
• Reduced costs through first call resolution model, self service technologies, handling efficiency and delivery effectiveness, maximize customer orders using low-cost channels such as web ordering, IVR ordering and inbound telemarketing.
• Responsible for roll out and implementation of ERM system as part of performance management process that resulted in overall reduction in attrition and improved employee morale.
• Negotiated incentive plan with client resulting in increase in revenue and employee compensation.
• Drove performance resulting in 2.3M increase in departmental revenue.
• Elevated call center customer satisfaction rating index from 86 to 92 within two years ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
• Reduced staff turnover to, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.