This candidate is a J.D. Powers award-winning call center management professional with a diverse background in quality program management, leadership, sales, training, quality assurance, and customer relations. He has extensive inbound and outbound sales call center experience including exempt-level resource management, predictive dialer administration, issue resolution, and quality control.
EMPLOYMENT HISTORY
Organization: Please reach us for these details! Location: Nashville, TN Job title: Customer Service Manager Years and months employed: 1 Year(s) 5 Month(s) Responsibilities: Candidate effectively leads customer service department which receives Part B Medicare telephone and written inquiries from medical providers. Duties include strategic and tactical continuous improvement and project management activities to ensure successful retention of U.S. Government contracts.
Results include:
* Manage team results using CPT, ICD – 9 coding, and Centers for Medicare and Medicaid Services (CMS) guidelines
* Responsible for ISO 9000 compliance within department - passed all audits
* Reduced department Average Handle Time (AHT) by 19%
* Increased overall department CMS call quality results by 11%
* Led 25% increase in medical provider customer satisfaction scores
Organization: T-Mobile USA Location: Nashville, TN and Colorado Springs, CO Job title: Customer Service Manager Years and months employed: 6 Year(s) 10 Month(s) Responsibilities: Managed service delivery, quality assurance improvement, employee development, resource improvement and employee communication and motivation for 100+ indirect reports.
Managed operations of 100-agent outbound unit using Avaya predictive dialer.
Results include:
* 650-seat call center reached its highest quality metric in 6 years with coaching program.
* Reduced group attrition by 20% in first 6 months
* Improved Employee Satisfaction Survey results by 10% in one year
* Reduced customer churn by 5 – 10 basis points over 360 days past outbound call
* Created calling scripts and quality guidelines to maximize customer satisfaction
* Improved outbound department closes per hour by 50% via thorough coaching
Organization: Progressive Insurance Location: Tampa, FL and Colorado Springs, CO Job title: Direct Sales Manager Years and months employed: 6 Year(s) 3 Month(s) Responsibilities: Managed teams of property and casualty licensed Inside Sales Representatives in a call center environment. Coached ISRs to educate the customer on most suitable insurance coverage.
Results include:
* Implemented successful team lead program that increased agent morale and performance
* Implemented many quality and sales contests that positively drove center performance
* Strategy team and project team member for process improvement initiatives
* Analyzed Lucent/Avaya database to maximize inbound call performance
EDUCATION
Institution Name: University of Phoenix Location: Phoenix, AZ Degree earned: B.S. Management Major/Concentration: Management Year Graduated: 2007
Institution Name: NW Connecticut Community College Location: Winsted, CT Degree earned: A.S. Major/Concentration: Business Administration Year Graduated: 1982
