Call Center Director Master of Business Administration, Human Resources Management and certification in Project Management with 10 years of work experience call center operations. Proven track record of success managing inbound call center's projects, clients, team leads, subject matter experts (SME) and call center representatives.
11/2012 to Current
Call Center SupervisorHeartland Payment Systems
Experience working with call center operations technologies and processes: IEX, In Contact, PeopleSoft, call center communication channels chat, IVR, phone, Microsoft Office products/suite recruiting and performance management.
Project management success: Restructuring work processes and leverage technology to create efficiency reduce staffing needs and increase response time resulting in 50% cost reduction for Tax Select Program.
Turned around call center for Millennium Pharmacy Systems Managed project to implement CRM application Eliminated duplication in processes and procedures Identify KPI and created performance management to drive desired behaviors Ensure systems, technology, employees and cross-functional departments are able to support client programs.
Motivates, directs and develops call center representatives to achieve service level agreement (SLA), call center key performance indicators (KPI's) such as: AHT, ASA, after call work, adherence and quality.
Review, modify and create standard operating procedures (SOP), performs analysis, reporting for client and call center.
Update all stakeholders regarding client procedures, software applications, and change requests, inbound calls answered and escalated.
Develop training materials, interview, orientate and train new hires.
Mine and review data to identify trends; understand relationship between different root causes of problem to make needed changes to improve response and quality of services provided.
Provides reporting to senior management team.
Work with sales teams to discuss new products, marketing strategies and to discuss various ways to communicate solutions to existing clients.
Review calls, answers questions and makes decisions for staff to ensure in compliance with Health Insurance Portability and Accountability Act (HIPPA) and Family Educational Rights and Privacy Act (FERPA) and other company policies.
11/2009 to 03/2011
Achieved productivity and performance goals by leading, coaching and developing staff.
Acted as point of escalation for Team Lead staff.
Consistently met with Director of Call Center to discuss team performance and to review reporting and analysis for client projects.
Partners with the Human Resources Department to discuss recruiting strategies, edit behavioral interview questions and to ensure job posting are updated.
Ensure representatives are in compliance with terms and conditions of client contracts.
04/2008 to 10/2009
Manager Customer ServiceMillennium Pharmacy Systems
Turned around the Order Entry and Call Center Department resulting in: reducing errors, eliminating, outsourcing and automating steps in work processes to gain efficiency and improve response time to customers without compromising quality.
Partnered with cross-functional departments to identify opportunities to reduce operating cost and increase revenue: combine duplicate orders for nearby client locations, outsourced pharmacy compound orders and eliminated shipping routes within second quarter reduced shipping cost by $350,000.00 Established key performance indicators, manage staff to achieve targets and organization objectives.
Successfully partnered with all stakeholders across cross-functional department to implement CRM technology.
Acted as a point of escalation for Vice-president of Operations.
12/2001 to 05/2006
Center Transition, National Account and Customer Service SupervisorVerizon Wireless
Developed, coached and engaged call center representatives to accomplish key performance indicators (KPI).
Ensured adequate phone coverage, made adjustments to employee schedules, answered calls in queue when appropriate.
Managed collections on 60 and 90 past due accounts.
Trained and transitioned over 200 representatives.
Education and Training
Master's Degree: Human Resources ManagementKeller Graduate School of Management － Pittsburgh, PAHuman Resources Management
Masters: Business AdministrationPoint Park University － Pittsburgh, PABusiness Administration
Bachelor's Degree: PsychologyPoint Park University － Pittsburgh, PAPsychology
Certificate, Strategic Project ManagementVillanova University － Philadelphia, PA
Call Center, coaching, contracts, cost reduction, CRM, client, clients, edit, senior management, functional, Human Resources, Insurance, IVR, Team Lead, Director, marketing strategies, Microsoft Office products, Millennium, Order Entry, PeopleSoft, performance management, policies, processes, Project Management, quality, recruiting, reporting, sales, shipping, service level agreement, SLA, SOP, staffing, Strategic, Tax, phone, training materials