CALL CENTER/CUSTOMER SERVICE MANAGEMENT: Accomplishments in all aspects of call center management: quality processes, employee management/training, human resources, technology, budgeting, financial planning and strategic planning. Represent and communicate the voice of the customer to everyone within the enterprise, influencing company leaders when required. Responsible for single site call centers up to 600 CSRs, and multiple site call centers with a total of over 2,000 CSRs including inbound/outbound customer service, sales and telemarketing. Achieved numerous successes by utilizing effective, creative techniques to establish and maintain a call center culture that supports company goals.
LEADERSHIP: Proven leadership skills by setting high performance standards, providing ongoing feedback and leading by example. This is quantified by achieving leadership scores while at FedEx in the top 1% of the entire company for 6 years straight. Ability to identify, motivate and develop talent, as evidenced by upward mobility of direct reports and leadership bench strength. Experienced in leading diverse teams and workgroups; demonstrated by smooth transitions in four separate instances of company mergers, acquisitions and company downsizing.
COMMUNICATION SKILLS: Firm belief that communication across the enterprise, both internally within the organization and externally with customers/vendors, is of utmost importance. As the leader of customer service departments/organizations, implemented or improved processes to obtain, identify and track customer feedback through surveys, focus groups and direct feedback to CSRs. Experience in public relations and advertising by appearing in national TV campaigns, and have demonstrated strong interpersonal and presentation skills through motivational speeches at conferences and symposiums. Accomplished management trainer and motivational speaker.
Managed and directed a 1,400-employee customer service and collections operation for Fleet’s credit card division in three locations to support customer base of over 7 million; managed a third party outsourced service provider partner; selected, developed and managed the Internet Customer service group that handled customer inquiries via the Web-based credit card product; successfully managed the customer service transition when Fleet Credit Card Services acquired Advanta; developed customer retention reporting.
Achievements:
Successfully launched and directed start-up operations for the Colorado Springs Customer service center.
Achieved overall Top Center Honors for 3 years.
Developed and implemented Customer Retention Reporting Program to track customer turnover and improved retention of customer base by over 20%.
Designed and implemented a Recognition/Incentive Program incorporating Management by Objectives.