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Call Center Director

Posted on: 2012-08-13

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CALL CENTER MANAGEMENT AND CUSTOMER SERVICE

 

Energetic leader with 25+ years of sales and customer service experience leading successful teams both business to business and business to consumer in multiple areas including sales, customer service and technical support.  Achieved by building top performing teams with leadership, resources and motivation to achieve exceptional goals. A strategic visionary that has a wide array of experience including launching start-up centers, comprehensive experience in managing customer care centers that achieve stellar results and process improvement expertise that delivers award winning customer service.  Proficient in Microsoft Word, Excel and PowerPoint.  Familiar with Sales Force, IEX Total view, IVR and Call Routing plans and CentreVu Supervisor.  Competencies include

Project Management                                                           Business Development

Revenue Forecasting/Budgets                                         Strategic Planning

Employee Relations and Retention                                Client Relationship Management

Data Analysis                                                                       Presentations

Multi-Site Experience                                                          Contract Negotiations

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CAREER SUMMARY

 

E*TRADE Financial                                                              November 2011 - Present     

 

Team Lead Service Manager (April 2012 – Present)

Client Services, Alpharetta, GA

Manage client base for S&P 500 clients in both Outsourcing and Co-Sourcing relationships Business-To-Business Equity Plans.   Develop and foster relationships with key decision makers.   Conduct periodic reviews with clients to: assess service satisfaction, analyze participant and plan trends, share details of enhancements, explore dis-satisfiers and propose solutions.   Drive continuous service and process improvements. Ensure clients receive high quality service while adhering to appropriate rules, regulations and securities laws.   Mentor Client Service Managers and serve as technical support.

 

Large Market Manager (November 2011 – April 2012)

Client Services, Alpharetta, GA

Manage and mentor Senior Client Service Managers who support complex Equity Plans for S&P 500 clients in both Outsourcing and Co-Sourcing relationships Business-To-Business.   Drive continuous service and process improvements on Helpdesk. Ensure clients receive high quality service while adhering to appropriate rules, regulations and securities laws. Provide strategic direction on operational issues, assist in the development of operating budgets, contracts, staffing, policy and program development, monitor daily work procedures and productivity and assist in escalated problem resolution.  Work with off shore contact center in thePhilippinesto ensure their output is of high quality.

  • Updated processes and procedures and put into place a working library to assist Client Service Managers
  • Increased client satisfaction from 7.8 to 8.5 by working closely with team and identified gaps in processes and procedures and training
  • Project leader for Client Services on call  routing plan to divide each segmented market for a better level of service to our corporate clients - Cisco
  • Identified billing error with print vendor that will increase revenues to E*Trade Financial by $25,000 in 2012.   Identified billing shortfalls from 2011 of $62,000
  • Developed Client Balance Scorecard to identify clients potential of leaving E*Trade Financial

ADP – Automated Data Processing                                       October 2007 – October 2011

 

Solution Center Manager (October 2007 – November 2011)

National Account Services, Alpharetta, GA

Oversees all functions of the National Service Center Helpdesk.   Analyzes individual schedules, call metrics and project work to evaluate the best approach to providing services within each clients contracted Service Level Agreements.   Identifies training needs within the team and coordinates additional training as required to meet service standards and the effective use of tools and methodologies in the department.  Escalated critical client priorities and service issues through the various functional areas of ADP.   Work to identify deficiencies in process and tools and recommends enhancements based upon best practices.   Manage contract negotiations and contract administration for each client.  Facilitate quarterly reviews with clients to review Service Level Agreements.  Develop a client strategy to meet and exceed client’s expectations by setting appropriate goals. 

  • Led organization with Service Level Agreement commitments by ensuring correct staffing levels during operating hours improved SLA’s by 12%
  • Negotiated 10 Master Sales Agreements in one with clients that were not currently under contract valued at $2.1M.  95% had contracts upon my departure
  • Established performance targets; measure and held staff accountable for performance against goals.  Coached the team and ensured full knowledge of organization processes/procedures which improved client survey scores from 84% to 97% and contributed to the Southeast being number one service center for past 3 years
  • Developed Client Retention Scorecard for entire call center to determine clients that are in jeopardy of leaving ADP
  • Developed Associate Scorecard to measure associate  performance

 

MARRIOTT INTERNATIONAL                                            December 1985 – April 2007

 

General Manager (January 1996 – April 2007)

Marriott Global Reservation Sales & Customer Care, Atlanta, GA
Directed a 310-associate call center sales office in Atlanta and 50-associate call center sales office Orlando with sales of $490 million.  Handled annual call volume of 5 million and administered $9 million annual operating budget.  Directed revenue management and marketing strategies and executed complex sales tactics in advancement of Marriott hotel brands.  Devised short and long-term business objectives defined and articulated the strategic vision and advance the progressive execution.  Keep abreast of current and emerging industry trends.  Oversee human resources management including hiring and selecting staff, directing employee development and training, evaluating job performance and applying human resource practices. Supervise daily operations including forecasting, staffing, training and human resource management.  Led organization as the top performing Customer Care Center based upon guest satisfaction, associate satisfaction, sales and productivity metrics within North American Global Reservation Centers.

-       2003 thru 2006 Annually named as one of the best places to work by the Atlanta Business Chronicle A+ Employers ranked in top 20 among employers with 100 – 1,000 employees

-       2006 - 92% Guest Satisfaction rating

-       2006 Global Reservation Sales & Customer Care recipient of Most Improved  Associate Turnover

-       2005 GlobalReservations & CustomerCareCenterof the Year

  • Worked closely with Marriott Headquarters and government organizations to improve community relations on hiring persons with disabilities.

-       2006  Marriott’s JW Marriott Corporate Diversity Excellence Honorable Mention Award

-       2005 Marriott’s Corporate Alice S. Marriott Community Service Award  Honorable Mention

-       2005 Business Professional Award presented by The Fulton County Georgia Office of Disability Affairs

-       2005 Named Employer of the Year by the Association For the Education and Rehabilitation of the Blind and Visually Impaired for the State ofGeorgia

-       2005 Awarded the Diversity Award of Excellence Global Reservation Sales & Customer Care Award

  • Developed incentive and recognition programs to enhance team-building and associate output for all Marriott Reservation Centers.  Chairperson of Recognition & Incentive Committee of eight; established new sales associate reviews, updated incentive program and updated Pineapple Diamond recognition program which improved associate satisfaction by 2% across all offices

 

Director of Reservation Sales (November 1994 – January 1996)

Marriott Global Reservation Sales & Customer Care, Atlanta, GA

Managed daily operations including scheduling, forecasting and performance issues.  Generated monthly reports and conducted presentations to Marriott Hotel General Managers which included year to year hotel productivity, sales and conversion

  • Launched a sales office that encompassed 40 Atlanta Marriott Hotels which centralized hotel reservation functions into a reservation center.  Centralized 210 hotels in 2 years
  • Accountable for providing quality customer experience leading to increased profitability, preference and loyalty to Marriott International, hotel management and franchise owners
  • Developed project plan for each hotel including call routing metrics monitored and updated skills and call routing as required

 

Director of Reservation Sales (September 1991 – November 1994)

Atlanta Airport Marriott, Atlanta, Georgia

 

Director of Reservation Sales, (January 1989 - September 1991)

J.W. Marriott Hotel, Houston, TX

 

Reservation Manager (September 1987 - January 1989)

Washington Marriott, Washington, DC

 

Front Desk Manager (1(phone hidden))

Ft. Lauderdale Marriott Hotel & Marina, Ft. Lauderdale, FL

 

 

KEY ACCOMPLISHMENTS

  • 2003 thru 2006 - Annually named as one of the “Best Places to Work” by the Atlanta Business Chronicle.   A+ Employers ranked in top 20 among employers with 100 – 1,000 employees
  • 2006 - 90% Guest Satisfaction rating
  • 2005 Marriott’s J.W. Marriott Corporate Diversity Excellence Award
  • 2005 GlobalReservations & CustomerCareCenterof the Year
  • 2005 Marriott’s Corporate Alice S. Marriott Community Service Award
  • 2005 Business Professional Award, presented by The Fulton County Georgia Office of Disability Affairs
  • 2005 Named “Employer of the Year” by the Association For the Education and Rehabilitation of the Blind and Visually Impaired for the State of Georgia

 

EDUCATION

Bachelor of Science, Business Administration

University Of CentralFlorida,Orlando,FL

 

PROFESSIONAL CERTIFICATIONS

 

Six Sigma Green Belt Certification, Professional Project Management Certification