Summary

Highly accomplished Management professional with proven track record of success in directing multiple contact centers, effectively managing outsourced call center vendor relationships, and leading customer care inbound/outbound programs. Versed at business operations and strategic planning. Results-driven leader, with versatility and creative solution development. Offer experience and proven success in retention, vendor call center and customer care management. Demonstrated success in optimizing business results, effectively managing teams, and improving decision-making at all levels of organization. Experience managing call center vendor compliance and performance by directing and implementing KPI's with daily interaction and guidance at all levels including oversight of contract compliance. Experience managing call center vendors in the U.S., Canada, India and Philippines. Experience includes B2C and B2B customer care call center environments with company experience that includes CBEYOND, Earthlink, Comcast/AT T and Verizon Wireless. Call Center Vendors include SITEL, Sykes, Stream Global Services and Infosys.

KEY ACCOMPLISHMENTS

• Reduced Average Handle Time in Technical Support resulting in a 20,000 monthly budget savings.
• Implemented Up Selling Process to CS/TS Call flow generating 120,000 in revenue.
• Drove improvements in agent attrition, resulting in 50 reduction.
• JD Powers award for customer satisfaction.

CORE COMPETENCIES:

EXPERIENCE:

Confidential

Sr. Manager Network Operations Command Center

• Mange and Provide leadership, direction and focus to Confidential Engineers and Leads who are responsible for Customer trouble tickets and access network and reliability. Developed and managed appropriate metrics for measuring group and individual performance. Developed the automation of metrics and measurement systems for scalable performance management.
• Developed improvements to all Confidential Methods and Procedures utilizing root cause analysis.
• Established action plans for improvements based on escalation trending analysis.
• Managed Network Operations Center fiscal relationships with vendors including, but not limited to additional Engineering charges and disputes with Vendors
• Drive other organizations for improvement of upstream processes based on clearly defined metrics and trending.
• Worked closely with Operational Systems Support teams to design and develop tools and improvements to systems to better manage the network and the daily business activities.
• Assist in establishing a budget for the Network Operations Center and manage the organization to meet the requirements of the budget.

Confidential

Human Resource Service Center Manager

• Managed inbound calls center operations for an internal Human Resources Call Center, supporting 250,000 employees. Directly supervised teams supporting 260 customer service associates. Monitored service levels, call volumes and schedules took action needed to ensure customer satisfaction, cost control, and efficiency. Developed daily call center team plans with strategic personnel.
• Identified and made recommendation for Human Resources Services process improvements.
• Oversaw the implementation of organizational policies and procedures.
• Monitored the performance of personnel to ensure a productive work environment.
• Motivated employees to achieve personal goals and to consistently meet expected quotas.
• Built a teamwork environment that encouraged hard work and collaboration.
• Ensured workflow efficiencies, customer service excellence, and quality assurance.

Confidential

Senior Operations Manager

Manage multiple networks, server support operations and customer contact teams. Ensures performance metrics are achieved, increasing productivity, reducing unit costs, managing budget and performance of team. Communicates with clients on operational issues, handles escalations, and notifies Client Services of high severity and chronic network issues. Performs complex problem solving during critical outages. Manages personnel development, coaching, and conflict resolution for team members.

Job function

• Responsibilities includes managing an operational team of technical managers providing Web Hosting server and network support services to external clients in a 24x7 environment, including multiple teams in Philippines, India and Singapore.
• Manage day-to-day operations including: ticket management, queue management, call center management, fault management, operations reporting, and responsiveness focusing on operational excellence.
• Managed special projects focused on improving day-to-day operational processes.
• Supported multiple migrations of Tier 1 2 network, server, and customer support functions to outsourced/offshore vendors. Partnered with vendor to deep dive churn results and automate reporting to internal partners.
• Host Daily MHO Operations call to discuss all client impacting issues within the past 24 hours.

Confidential

Senior Manager

Lead multiple inbound sales, customer care, customer retention and business services for vendor call centers based in Confidential. Duties include managing multiple vendor compliance by directing and implementing key performance indicators for 2000 inbound sales, customer care retention and business services agents. Daily interaction and guidance at all levels of vendor operations including oversight of contract compliance.

Key Achievements:

• Significantly reduced Average Handle Time in Technical Support resulting in a 20,000 budget savings.
• Implemented Up Selling Process to CS/TS Call flow generating 120,000 in revenue.
• Drove improvements in agent attrition resulting in 50 reduction.
• Multiple JD Powers award for customer support.

Confidential

Customer Care Operations Manager

Core responsibilities include strategic leadership hands on management of Customer Care Professionals. Confidential of clients includes top tier financial medical and legal institutions in the Confidential. Direct reports include front-line Supervisors and Team Leaders. Call profiles include: Data Management, Sales/Cross-sales, customer education, retention, billings, collections, e-Commerce Web services and general diagnostic Tier one call handling. Responsible for CARE Center P L.

Key Projects:

• Developed and implemented Call Center Migration to a World Class Sales, Service and Technical Customer Care environment to improve Service Levels, Quality Initiatives, call flow efficiencies and Cost per Call reduction.
• Increased Customer Satisfaction Survey score from Confidential.

Confidential

Customer Care Operations Manager

Responsibilities included: Management of Call Center associates across 2 functional call center locations. Call profiles include: New activation's, Outbound Sales/Cross-sales, general inquiries, retention, Customer surveys, billings, collections, e-Commerce and general diagnostic first level handling. Developed high performing team through strategic leadership hands on management of Customer Care Professionals

Confidential

Operations Leader Application Support

New Call Center start-up project. Utilizing the balanced scorecard to report, I championed overall call center enhancement initiatives. All initiatives were designed to impact operational excellence and improve client and customer servicing results. Wrote Center methods and procedures. These initiatives married vision/function with corporate values/philosophy thus ensuring flawless implementation of processes to all level customers. Supported up to 4 Managers supporting 12 Team Leads and 450 frontline agents.