Contact Center Consultant Resume
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SUMMARY
- To join the senior leadership team of an organization where I can make a significant and continued contribution based on my seasoned business talents and experience in the field of customer service, operations, project management, international business development and contact center leadership.
PROFESSIONAL EXPERIENCE:
Contact Center Consultant
Confidential
Responsibilities:
- Completes and assists with IVR redesign, Workforce Management and development and implementation of QA call monitoring programs.
- Provides direction for telephony changes and other channel development solutions and implementations.
- Advises Senior Leadership with the development and analysis of call trends to improve contact center performance, quality of service and reduction in cost.
Confidential
Contact Center and Customer Service Director
Responsibilities:
- Responsible for the successful start up, development and continued growth of the Atlanta contact center.
- Responsible for marketing efforts concerning the development of customer self - service tools and technical enhancements. Translation of technical capabilities into benefits for customers and Dealerships. Helped create product demos, demo scripts and materials.
- Marketing liaison interface with customers, Dealer partners and sales team regarding new products, technologies and enhancements. Used marketing intelligence to monitor, analyze and predict customer and business needs and technology trends.
- Project sponsor of IVR and Website redesign to increase self service opportunities for customers and reduce incoming call volume.
- Responsible for several key integration projects to streamline business processes across several business channels. - Customer Segmentation Project and Universal Agent.
- Developed Alternative Work Schedules Program that increased service level by 15%-20%, reduced overtime costs by 30% and improved work/life balance for Associates.
- Responsible for the development of the Agent Exchange Program that enables effective resource management between Customer Service, Servicing Support and Inbound Collection Agents, reducing payroll costs, increasing service levels and improving employee engagement.
- Responsible for the successful development and implementation of new QA call monitoring program.
- Completed development and design for Online Knowledge Base Tool that increased agent accuracy and reduced training time and AHT.
- Developed Predictive Talent Profile Program and reduced turnover by 15%.
Confidential
National Director of Client Services and Operations Manager
Responsibilities:
- Developed business rules and completed enterprise rollout of “CRM” customer relationship management tool.
- Successfully completed the consolidation of e-mail and telephony channels increasing service levels by 20% and reducing response time by 5 days. Eliminated 35 toll free numbers reducing significant costs and increasing marketing branding opportunities.
- Created system enhancements and online training curriculum with “captive” software for business clients and internal Associates to enhance the client experience and improve Associate professional development. Assisted in the creation of the Confidential Training Academy.
- Developed and implemented Knowledge Base Tool (MS Share Point site - On line Job Aid) and improved first call resolution from 65% to 85%.
- Designed and developed Quality Monitoring program and increased scores by 25% overall.
- Developed “Taylored To Serve” customer service training and “The Whitaker Way” loan processing model.
- Project sponsor of IVR redesign to increase self service opportunities for customers and reduce incoming call volume.
- Developed online survey tool that enabled upper management to convert customer feedback into actionable items and real time business decisions. Monitored and analyzed customer and business needs and technology trends. Helped create product demos, demo scripts and materials.
- Responsible for the development of call and e-mail forecasts for 5 contact centers with 400 seat total.
- Responsible for several key integration projects to streamline business processes across several business channels.
- Developed escalation process and procedures to assist clients with timely issue resolution.
Confidential
Vice President Customer Care
Responsibilities:
- Responsible for the development and maintenance of the On line Job Aid and improved first call resolution from 85% to 97%.
- Redesigned Quality Monitoring program and increased scores by 13% overall.
- Developed Symon Vista agent desktop scorecard application to improve individual performance management.
- Developed agent incentive programs and increased cross sell by 9%.
- Reduced attrition of offshore call center by 13% within the first year.
- Implemented post IVR customer survey process and improved customer satisfaction by 19%.
Confidential
Assistant Vice President International
Responsibilities:
- Responsible for the successful start up, development and continued growth of the offshore captive contact center located in India.
- Increased cross sell and retention efforts and revenue by 12% through successful development of CTI programs and enhancements.
- Improved quality of service and compliance by an average of 11% within 2-year period through the development of “Info Source”, “On Line Job Aid”, “Smart Case” tools and Offshore American Culture and Leadership Training.
- Reduced cost per call from $6.05 to $5.40 by lowering AHT by 25 seconds and increasing schedule efficiency by 9%.
- Reduced processing time of research operations by 48 hours through the development of the “Smart
- Led all teams in achievement of contact center metrics regarding quality and compliance.
- Received several accommodations for outstanding customer service and individual performance.
- Achieved highest score for Departments’ Voice of Employee Survey.