Call Center Director Resume
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Resume:
CALL CENTER MANAGEMENT AND CUSTOMER SERVICE
Energetic leader with + 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 - Present
Team Lead Service Manager (April – Present)
Client Services, Alpharetta, GA
Manage client base for S&P 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 – April )
Client Services, Alpharetta, GA
Manage and mentor Senior Client Service Managers who support complex Equity Plans for S&P 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 . to . 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 $, in . Identified billing shortfalls from of $,
- Developed Client Balance Scorecard to identify clients potential of leaving E*Trade Financial
ADP – Automated Data Processing October – October
Solution Center Manager (October – November )
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 %
- Negotiated Master Sales Agreements in one with clients that were not currently under contract valued at $.M. % 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 % to % and contributed to the Southeast being number one service center for past 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 – April
General Manager (January – April )
Marriott Global Reservation Sales & Customer Care, Atlanta, GA
Directed a -associate call center sales office in Atlanta and -associate call center sales office Orlando with sales of $ million. Handled annual call volume of million and administered $ 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.
- thru Annually named as one of the best places to work by the Atlanta Business Chronicle A+ Employers ranked in top among employers with – , employees
- - % Guest Satisfaction rating
- Global Reservation Sales & Customer Care recipient of Most Improved Associate Turnover
- GlobalReservations & CustomerCareCenterof the Year
- Worked closely with Marriott Headquarters and government organizations to improve community relations on hiring persons with disabilities.
- Marriott’s JW Marriott Corporate Diversity Excellence Honorable Mention Award
- Marriott’s Corporate Alice S. Marriott Community Service Award Honorable Mention
- Business Professional Award presented by The Fulton County Georgia Office of Disability Affairs
- Named Employer of the Year by the Association For the Education and Rehabilitation of the Blind and Visually Impaired for the State ofGeorgia
- 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 % across all offices
Director of Reservation Sales (November – January )
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 Atlanta Marriott Hotels which centralized hotel reservation functions into a reservation center. Centralized hotels in 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 – November )
Atlanta Airport Marriott, Atlanta, Georgia
Director of Reservation Sales, (January - September )
J.W. Marriott Hotel, Houston, TX
Reservation Manager (September - January )
Washington Marriott, Washington, DC
Front Desk Manager ((phone hidden))
Ft. Lauderdale Marriott Hotel & Marina, Ft. Lauderdale, FL
KEY ACCOMPLISHMENTS
- thru - Annually named as one of the “Best Places to Work” by the Atlanta Business Chronicle. A+ Employers ranked in top among employers with – , employees
- - % Guest Satisfaction rating
- Marriott’s J.W. Marriott Corporate Diversity Excellence Award
- GlobalReservations & CustomerCareCenterof the Year
- Marriott’s Corporate Alice S. Marriott Community Service Award
- Business Professional Award, presented by The Fulton County Georgia Office of Disability Affairs
- 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
