Self-motivated Manager/Director bringing proven leadership, organizational and customer relations skills. Organized and efficient leader supporting corporate level officers and senior management personnel with demonstrated expertise in operational leadership. An exceptionally skilled professional with multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation which increase productivity, reduce labor and maintain business integrity and quality of service. Meticulous Manager/Director skilled at using Microsoft to create exceptional communications, presentations and spreadsheets meeting diverse administrative needs. I have over thirty years' experience of successfully managing call centers; demonstrating strong leadership; effective team building; coaching; motivating and people management skills, including the ability to create accountability and to lead by example I also possess strong analytical and decision-making skills and am results oriented.
Managed 4 supervisors and 100+ reservation specialists in an inbound/outbound call center that averaged 3000 calls daily.
Created incentive plans to increase performance and employee satisfaction which led to sales increasing by 30%.
Analyzed data in order to identify areas of service improvement; achieved weekly and monthly sales quotas
Hired, coached, trained, counseled, monitored and provided constructive feedback and guidance to agents on an
on-going basis to maximize performance.
Generated daily, weekly and monthly sales and service reports; fostered a competitive spirit amongst the team
Monitored calls regularly to ensure that all sales were in accordance with the guidelines of the companies' code of conduct.
Completed objective and relevant performance; completed appraisal reviews quarterly and yearly.
Identified and provided opportunities for agents to increase their knowledge, skills and abilities in order to increase the effectiveness of the department.
Monitored operations and initiated corrective actions for deviations.
Encouraged and promoted continuous improvement environment.
Grew revenue annually per quota – new sales and up sales.
Limited customer cancellation – heavy emphasis on customer retention.
Developed and retained supervisors and create succession plans for direct report.
Met with the owners on a weekly/monthly basis to discuss performance metrics (KPI's); the budget and service
Managed 30+ specialist and 2 supervisors in an inbound/outbound call center that averaged 2000 calls daily.
Interviewed, hired and trained all new agents and supervisors.
Provided coaching, created training manual, phone scripts, and composed letters offering settlements for clients in default and generated new business.
Worked as a liaison with the Dept. of Education and Lenders to ensure that clients were placed in the correct consolidation program.
Conducted calibration sessions for quality improvement; created and analyzed reports showing revenue collected and balances.
Monitored calls to ensure adherence to departmental policies, procedures and to ensure customer satisfaction.
Met with the owners on a weekly/monthly basis to discuss performance metrics (KPI's); the budget and service levels.
Supervised 40 representatives in an outbound department that averaged over 2000 calls daily and 30/40 walk in customers.
Directed day-to-day operations including employee supervision, hiring, firing, and training, monitoring and coaching.
Monitored call statistics to ensure service levels are met and to ensure customer satisfaction.
Sold tickets to the Men's Basketball games; analyzed and created reports' showing revenue collected and outstanding balances.
Analyzed performance data for opportunities to improve telephonic performance (dialer, live agent, IVR)
Increased departmental revenue from $600,000 to $2.4 million within a two-year period.
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