SUMMARY:

• Dedicated call center manager with 15 years of experience managing large and small inbound and outbound contact centers. Consistently achieve record - high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.
• Aligned mission to organizational objectives with a focus on excellent customer service and compliance.
• Developed and lead implementation of quality initiatives designed to improve service delivery and customer satisfaction.
• Administered the appropriate cost and service measurements (metrics, measures, controls) to ensure the achievement of all key performance objectives that impact profitability and position in the marketplace.
• Advised local and senior leaders on operations, determine performance objectives/metrics and define tools to measure progress and ensures consistent achievement of business objectives
• Responsible for advising upper management on issues related to call center implementation project risks, both emergent and systemic in the UK and Germany.
• Collaborated with Management team on product, service, and process decisions which that impacted multiple groups of employees and/or customers (both internal and external).
• Identify gaps in performance, work with operations to develop and implement solutions
• Lead all client and internal calibration sessions. Ensured documentation and follow through of actions were provided to all stakeholders.
• Developed and managed the customer advocacy and engagement function which included communication strategy and programs that improve customer relationships and the overall customer experience
• Worked collaboratively with key stakeholders to build organizational and team customer satisfaction surveys; analyzes results and develops appropriate strategies for improvement.

TECHNICAL SKILLS:

• Avaya ACD Navision
• IEX Total View ATLAS
• Magento Verant Impact 360
• Salesforce.com Electronic Data Interchange (EDI) eWork Force Manager (eWFM) SQL
• SPSS Visual Force
• Mitel 3300 PBX CC&B
• Microsoft Office Suite (Outlook, Excel, Access, PowerPoint,)

PROFESSIONAL EXPERIENCE:

Confidential

Consumer Reliability Investigations Project Analyst

• Responsible for developing, reviewing, and formulating project requirements, plans, and schedules for Confidential ’s Consumer Reliability Services.
• Evaluates development and reports progress in terms of quality and performance metrics common to IT projects.
• Works with IT client departments and business units to coordinate all stages of project lifecycle, including requirements gathering, systems testing, deployment, training and support transition
• Responsible for Perform and document consumer reliability complaints received by the Maryland State Public Service Commission, consumer advocacy groups, and through BG&E’s contact centers.
• Ensure that Reliability complaints are analyzed under time constraints, which require: critically assessing the relevancy and sufficiency of available documentation and assertions made by consumers and companies; and document regulatory compliance conclusions and issues and instances of consumer harm supported by logical reasoning and available evidence.
• Collaborate with internal and external organizations within BG&E to facilitate the removal of equipment from consumer/customer facilities, inspection of power equipment to include transformers feeders, and power substations.
• Act as Single Point of Contact (SPOC) for consumer power outages to include scheduling planned outages, proactively working with internal teams to identify weaknesses with certain power feeders/substations.
• Responsible for sharing information in accordance with company policy and Federal/State regulations

Confidential

Customer Service/Operations Manager

• Responsible for ensuring the organizational effectiveness of the Customer Service/Operations Department by providing leadership and operational guidance for the group’s various functions. Managed all aspects of subscription enrollment, billing and settlements and customer retention in the USA, UK, and Netherlands. Collaborated with cross-functional stakeholders for international expansion.
• Implemented and operated multi-channel inbound contact centers located in the USA and UK.
• Responsible for writing business requirements for all contact center IVR & CRM systems.
• Ensured that facilities, equipment, and resources were in place prior to create contact center; responsible for all testing prior to implementation
• Provided live and IVR self-service assistance to inbound consumers calling into contact center.
• Developed and implemented quality assurance programs to help ensure performance meets or exceeds established standards on an ongoing basis (e.g. call quality and operations procedures).
• Conducted regular performance reviews to help ensure all key performance metrics are met or exceeded and develop action plans for operational improvements.
• Drove continuous improvement- analyze current operational results and recommend operational improvement specific strategies and tactics that impact the Confidential Veterinary’s ability to service customers, increase productivity of agents, and help ensure end client satisfaction.
• Identified, recommended and administered policies and procedures to ensure overall efficiency and productivity within parameters of Commission guidelines.
• Utilized innovative communication tools and best practice methods (i.e., town hall meetings, conferences, etc.) to ensure customers, stakeholders, and customer service and marketing team members informed and engaged in achieving.

Confidential

Customer Service/Call Center Manager

• Oversaw all aspects of customer service and supply logistics within Veterinary division of Confidential Symbioscience. Supervised 6 customer service and supply reps in the fulfillment of orders pertaining to canine DNA testing to include 5 call center reps located in New Providence, NJ. Also worked directly with Research and Development (R&D) to analyze trends regarding product quality and interest. Interfaced with National Sales/Marketing to coordinate shipments to veterinary clinics and retail distributors in Canada, UK, USA and Australia. Provide monthly sales and customer service analysis to corporate executives.
• Supervised customer service representatives and veterinarians who receive and respond to client requests on a timely basis, serving as the liaison between clients and veterinarians, sales, and marketing teams to ensure products and services are delivered timely, in compliance with commitments, and in manners that delight clients.
• Develop and maintain in-depth product knowledge and expertise regarding all Confidential Veterinary products, services, and delivery processes, with emphasis on quality testing conducted by clients.
• Manage and develop support teams, including recruitment, professional development, and proactive project work.
• Oversee, prepare and conduct regular, recurring (weekly, biweekly, monthly, quarterly, etc.) client conference calls and meetings to manage expectations and drive completion of delivery activities and effectively resolve issues.
• Design, develop, and implement processes, systems, and technology to support and enhance technical support function and Research & Development (R&D).
• Create and maintain a knowledge base of issues, resolutions, use cases, tricks and tips, configuration guides, FAQs, and documentation improvement suggestions.
• Establish and measure Key Performance Indicators and provides regular reports for management that measure the effectiveness of the technical support function.
• Documents all user interaction, manages trends, and reports on staff utilization.
• Identifies and analyzes technical trends and provides appropriate feedback to Sales and Marketing, Product Development, and Quality Assurance.

Confidential

Operational Support Manager

• Ten years of managerial experience in inbound call center organizations. Excellent leadership, communication, team building, strategic planning, and problem solving skills. Recognized for having the ability to develop client-focused organizational cultures resulting in significantly higher customer satisfaction. Oversaw Retail Compliance processes and procedures for 1264 associates and managers in 10 Business and Consumer Sales Service Centers within the Potomac.
• Executed channel strategy and developed implementation road maps regionally and nationally.
• Supported Mid-Atlantic sales initiatives for MSSC, Consumer, Business, and Alternate Channels with metrics, data analysis, and accountability. Developed processes to identify gaps and implemented action plans.
• Created and sustained short and long-term strategic plans for the organization aligned with company policy.
• Developed and implemented methods and procedures throughout Confidential footprint for 23,000 associates within Retail Markets division.
• Established monitoring standards and measurement parameters for sales management team to ensure inbound, outbound and click-to-chat contact standards were met.
• Created and maintained a comprehensive forecasting model utilizing data from various sources to determine call volume, create staffing requirements and to generate work schedules.
• Responsible for ensuring that all Confidential initiatives and process changes were effectively communicated to all Call Center personnel.
• Collaborated with quality team to assure training needs were met; conducted audits to ensure compliance.
• Ensured that area/regional initiatives were included in National initiatives.

Confidential

Technical Call Center Supervisor

• Well versed in managing a 24×7 technical call center environment. Key duties included coaching, motivating, and mentoring staff towards achieving concrete service level objectives. My main role was to provide leadership and direction of strategic vision to supervisors, technicians and technical support representatives.
• Supervised and motivated 45 technical support representatives and technicians.
• Created proposal to re-align workgroups to optimize efficiency; increased productivity and sales by 10%.
• Reviewed all complaints, grievances, and incidents to ensure appropriate resolution; worked directly with labor relations and union stewards to address union issues.
• Initiated an escalation process to streamline service availability and improve response time by 23%.
• Acted as Single Point of Contact for customer escalations and technical support issues pertaining to emergency outages.
• Responsible for sharing information in accordance with company policy and Federal/State regulations