Client-focused, results-driven, and analytical thinking manager with solid background in leveraging leadership expertise toward continuous process improvement and high-caliber customer service delivery, Operations experience in call center metrics, call quality, first call resolution, inbound call routing, quality assurance, work force management and organizational development. Capitalize on solid awareness in Six Sigma methodologies to develop and integrate tactical and cost-effective initiatives. Exemplify in-depth talent in strengthening business division through the implementation of strategic programs and processes. Exhibit effectiveness in leading and motivating team members, resolving work-related issues and complexities, and driving organizational performance. Experience in new service call center startups, multiple call centers and call center sales. Thrive at collaborating with all professional levels to establish strategic business relationships and to ensure seamless business operations with large business customers.
Highlights:
Launched LEAP Leadership,Execution, Accountability and Performance for the northeast division of AT&T Wireless.
Acted as the driving force behind the consistent achievement of 90% service level; along with recognition as the most improved attendance and most efficient in metrics for 2013.
Demonstrated ability to handle time 660; 94%adherence; 92.5%24-hr resolution; and 89%tariff resolved.
Displayed unsurpassed management expertise to lead the team to be the first to accomplish 90% quality, as well as to rank #1 in Statistical Power Ranking out of eight teams, for more than 18 consecutive months.
Prepared performance reviews for all members of the team in recognition of their exceptional level of professionalism.
Exhibited superior talents in accomplishing all assigned duties in a timely manner with outstanding results:
Highest availability in the call center within 10 out of 12 months with 99% average; while also exceeding reliability goals within 12 out of 12 months from 2000 to 2003.
Availability, reliability, quality, and timeline goals with an average of 98% from 2001 to 2003.
Recognition as the top team in the Paramus Call Center for three consecutive years.
Companies I like:
Comcast, Time Warner, TriNet, Cablevision, Stryker, Disney World, Climber.
Function as the Call Center Consultant to client management and staff; participating with other team members in providing call center expertise and knowledge. Responsible for 10 consulting managers and 150 representatives.
Responsible for communicating the ideas, concepts and definition phases of projects and remain involved thereafter to ensure alignment with designed and accepted solutions through project management excellence.
Develop and take ownership of the project management plan and execution for a call center engagement.
Act as a liaison between the business, operations staff, other client entities and vendors.
Analyze impacts of work being performed and recommend improvements if needed.
Develop and sustain strong relationships with business partners, other client entities and vendors to ensure effective partnerships and alignment with business and strategies.
Participate in post-live project activities; including evaluation of success criteria, identification of best practices, lessons learned and strategies for future releases and deployments.
Consult with client sponsors, leadership and vendors to inform and promote successful project development and implementation within the organization.
Keenly supervised the proper administration of attendance policy and union contract for ten managers and 200 representatives, along with 90% call center operations and metrics.
Responsible for Payroll via kronos system.
Managed the sharing of attendance standards and expectations with employees while conducting attendance audits.
Interacted with the management team to seek on their thoughts regarding attendance–driven disciplinary ensuring action proper documentation.
Maintain proactive involvement in staff meetings and operational reviews while communicating with the union on attendance issues.
Worked closely with human resource, worker’s compensation, and other resources to provide resolution on high absence cases.
Took charge of establishing performance measurements for the call center while complying with metrics and time management; served as the integral member of the roll out of metrics to the other call centers.
Description
