Oviedo, Florida, United States
Peak-performing and data-driven leader with extensive experience in varied aspects of business operations. Twenty+ years of success in managing customer service call centers, delivering world class customer experience, receivables management, credit, activations, customer retention functions & all support organizations. Proven abilities in building key relationships at all levels, addressing critical issues and delivering on key performance metrics through prioritization. Recognized for driving quality and process improvements throughout the organization. Strong passion in leading & motivating teams to success. * Currently manage over 2700 consultants in 10 locations- both union & non-union sites * Have been a core leader in over 4 major acquisition that have doubled the company and customer base over 4 years * Managed significant budgetary requirements in excess of $260M with consistent success in meeting expectations * Developed customer segmentation plans to deliver the best skilled agent to a customer inquiry * Continuous improvements in employee satisfaction results for 6 years running * Have developed a sale culture that accounts for 70% of new gross sales across the company * Successfully present and interact to all levels within the organization
Responsible for the Sales & Service effectiveness of 7 Internal & 3 Outsource contact centers; 2,700 employees. Inbound Customer Service & Sales, Outbound efforts, Chat customer support teams, Social Networking teams and a large National Work-at-Home team of Inbound Consultants. Oversee the quick answering and proper care of the over 1.2M inbound calls monthly delivered to our centers. Provide leadership for achievement of service metrics to support a positive customer experience. These metrics include monitoring and constant improvement of reasons for repeat calls, hitting aggressive productivity goals for efficiency within the contact centers and use of cross training within teams to benefit from economies of scale. Support and guidance of a positive employee culture within these contact centers to allow for content employees to want to deliver excellent customer service. Key leader on strategy to create a customer centric, sales driven environment that requires accountability and results—including performance management, compensation and monthly incentive programs
As Assistant Vice President of the Florida, Texas and Pennsylvania call centers, I manage 500+ employees. The teams are responsible for generating $4,330,000. in yearly revenue for Frontier communications. I also manage the escalation and off-line teams in Ohio, Washington and Florida. I successfully manage a $46M budget to efficiently run these teams.
Managed inbound call flow for 100-seat call center. Responsibilities included payroll, facilities, training and activation/provisioning queues. Oversaw a staff of 4 managers, 120 representatives and 6 support staff. Interfaced with international offices to support customer base; developed/implemented call statistic and quality goals; co-designed and implemented new hire and continuous education programs for staff.
*Managed 15 call centers Workforce Mananagement teams *Responsible for Call Volume forecasts, Staffing plans, Routing Trees, Business Continutiy for 15 Domestic and 2 International Call Centers.
In an attempt to learn all sectors of the business I held Management positions in Data Entry, Credit, Collections, Fraud Investigations, Market Liaison for Customer Service, Customer Service Lead on a President elected Re-engineering team, Outbound Telemarketing, Customer Service and Project Management including the successful launch of over-the-air activations, automated IVR, post call surveys and quarterly voice of the customer surveys.