Veteran Call Center Manager leading proprietary and vendor programs at times over 300 employees. Adept at achieving targets through effective coaching and driving call center efficiencies.
Experienced Project Manager with great attention to detail. Adept at handling multiple priorities in fast paced, ever changing environments. Managed over 13 projects, two vendors and three direct reports simultaneously.
Dedicated problem solver with more than 30 years of experience in creating successes that serve the customer, shareholder and employee populations. Adept at developing strategies to create structure, process and drive improvements ensuring proficiency and exceptional customer experiences.
Respected leader and change agent developing engaged and high performing teams by instilling a shared, enthusiastic commitment to all aspects of service. A skilled communicator who ensures alignment across all levels of management. A leader proficient in driving change that is embraced throughout the organization.
Certified Black Belt
Strong People Leader
Project and Implementation Management
Operations Risk, Control & Compliance
Teambuilding & Motivation
Cross Sell Channel Development
Reporting & Measurement Development
Consultation, Six Sigma
Contract Management, Strategy
Cost-Reduction, Strategy Development
Manager, 01/2018 Crowley Maritime Corporation, Global Voice of Customer – Jacksonville, FL
Developed a global Customer Experience strategy including US, Central America, Caribbean, Puerto Rico and Cuba markets.
Implemented a Customer Experience Survey providing unique insight to the business and driving a 2200 basis point improvement in NPS within the first two years.
Developed an education mission to influence corporate culture and embed Customer Experience concepts in the DNA of Crowley creating a desire to become more Customer centric.
Within two years the company's Senior Leadership began to incorporate Customer Experience verbiage and concepts into word and deed driving a more Customer centric organization.
Responsible for developing strategies to expand listening posts, including management of projects to incorporate Complaint capture and resolution, transactional surveys, outreach programs etc.
For a more robust Voice of the Customer.
Provided consultation on the development of a Quality program including call recording and evaluating our ~35 Contact Center agents.
This included vendor selection for call recording, creating evaluation forms and scoring and hiring internal evaluators.
Sr. Manager, 01/2013 to 01/2017 American Express, Global Consumer Travel – Jacksonville, FL
Own front-end global CM Experience Survey process including Call Monitoring/Quality/Compliance and Survey programs.
This includes the management of two vendors and three full time employees.
Responsible for redesigning the Customer Experience survey and driving a 460-bps improvement in response rate.
Integrated a new line of business into our Survey Process/Vendor and drove a 400-bps improvement in their response rate.
Led project to deliver a significant upgrade to call recording platform leading to streamlined workflow for leaders and additional capabilities to ensure robust insight from our Cardmembers.
This enabled identification of key drivers of dissatisfaction and targeted action plans to improve survey performance Net Promoter Score.
Sr. Manager, Card Issuance, 01/2010 to 01/2013 American Express – Greensboro, NC
Managed domestic Regulatory Compliance and Operational Risk and Control for Card Issuance program.
Established and documented procedures for managing Regulatory Audit, resulting in a satisfactory audit rating for the first time in multiple years.
Developed processes to strengthen controls and ensure compliance in all transactions including the development of "Business Self Testing" call monitoring procedures.
This provided the insight needed to drive compliance performance resulting in improvements from 75% error rates in specific transactions to less than 20% error rates within the first year.
Manager, 01/2005 to 01/2010 Card Activation – Greensboro, NC
Managed Card Activation and Card Replacement including Voice Response and Agent processes across two vendors, with one direct report.
Led management of Card Activation at Convergys (Agent) and First Data Corp (VR).
Owned responsibility for program financials and overall performance.
Drove significant process improvements through call handling (8.5 seconds) by driving improved call mix, improved agent coaching, and reengineering projects.
Drove improved TBASS TOP BOX through reengineering monitoring program and improved coaching.
Contributed $1.7M in reengineering saves.
Decreased call volume in Card Activation driving a 30% reduction in VR Default rate (defaulting to an agent).
This led to a 24% reduction in overall expenses.
Bachelor's Degree: Business ManagementNOVA SOUTHEASTERN UNIVERSITY - DAVIE, FL
Six Sigma Black Belt Certification
AEXP Project Management CertificationAmerican Express - Greensboro, NC
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Companies Worked For:
Crowley Maritime Corporation, Global Voice of Customer
American Express, Global Consumer Travel
NOVA SOUTHEASTERN UNIVERSITY
Job Titles Held:
Sr. Manager, Card Issuance
Bachelor's Degree : Business Management Six Sigma Black Belt Certification
AEXP Project Management Certification
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