Strategic, Results-Oriented Call Center Executive with 20 years experience in providing successful leadership to cross platform environments, effectively aligning Key Performance Indicators with processes and focus. Building and retaining high performing teams by hiring, developing and motivating skilled staff. Accomplished Executive with demonstrated ability to deliver mission critical results.
NPIC, Guyana, SA 2002-2004 - Accepted Key position to spearhead new, ground up project in Guyana to build a 350 seat call center. As COO and VP of Business Development and Client Services, oversaw completion of 50,000 SQ FT building in Berbice, Guyana, drafted and designed system architecture for ACD, and predictive dialer, selected and negotiated contractors for system installation and operation. Recruited and trained all key management employees, oversaw and contributed to development of training program, including cultural and customs training, customer service, sales, phone etiquette, business conversation and communication.
ICM, Winter Park, FL 1995-1998- Grew AT&T Winback program from 24 seat center to 120 seats, increasing sales from 1000 sales per month to over 10,000. Recruited and trained, Supervisors, Shift Managers, implemented Quality Assurance Department.
Responsible for determining overall strategy and policy for Marketing Silver Lake Resort to potential buyers and guests, including; Branding, Team Selection and Development, determining KPI's and ensuring all staff understand and are enabled to build a better organization for positive reflection in reporting of KPI's. Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction. Oversee all internal and external Marketing Programs, including; Inbound and Outbound Telemarketing, Social Media, e-mail, live chat, reservations and Customer Service. Customer Service includes; Owners and members as well as potential guests and prospects. Recruited, negotiated and managed 3rd party broker relationships for providing tours and accommodations. Constant evaluation of resource availability and make necessary adjustments to accommodate guests and brokers. Full P&L responsibility, annual budget of $7m. All contract negotiation and relationship management.
Responsible for 30 seat, high volume, fast paced Customer Contact Center. As the contract provider for the Disney Magical Express, the Contact Center handled in excess of 4000 calls per day, to accommodate this program alone, to exacting Walt Disney World standards. In addition, the center handled all calls for shuttles to/from all theme parks and airport, as well as Town Car and Limo arrangements. By providing analysis on historical data and utilizing call forecasting and scheduling, was able to increase service levels by 37% and increase efficiencies by more than 50%. Cross trained several key employees to handle multiple Queues. Spearheaded on going training and development to improve staff skills and knowledge. Contributed to curriculum and served a a key facilitator. Initiated call monitoring and providing QA feedback, to improve performance. Implemented monthly scorecards to use as a basis for a required monthly one on one with reps and their supervisor. Restructured bonuses to reflect core values and saw immediate improvement
An Outsource Customer Contact Center located in Berbice, Guyana, SA. Recruited to spearhead building a 350 Customer Contact Center in Guyana. A joint venture by AT&T wireless, the Caribbean Council and the Guyanese Government as an initiative to increase employment and industry to Guyana. Building, recruiting key employees and training took just under 1 year. The center became operational in June of 2003. Brought on 4 additional key clients. Conducted initial client visits from US office locate here in Orlando, VIA web. Also, conducted regular training as well as daily meeting via web.
350 seat, 24 hour Outsource Customer Contact Center. Worked with numerous Fortune 500 companies; Bell South (Customer Service), Sprint (Repair), Xerox, as well as; Harrah's Casino, Bridgestone/Firestone, and many others. Responsible for 2 Operations Managers, 22 Supervisors, as well as a Workforce Manager, QA Manager and Administrative Assistant. Center handled approx. 30,000 calls per day. Constantly monitored service levels and made adjustments to ensure all levels were met. Working within regulated industries, meting or exceeding service levels were an imperative. Meeting internal efficiencies were equally important. expert and balancing both.
Affiliation- United Safety Council - Member Board of Directors 2009- present
Affiliation - American Red Cross - Volunteer Customer Service and Sales Training for Paid Staff
Companies Worked For:
Job Titles Held:
Where can I find a Silver Lake Resort VP of Marketing resume example in Clermont, Florida ?
This is an actual resume example of a VP of Marketing who works in the Account Management Industry. LiveCareer has 47604 Account Management resumes in its database. LiveCareer’s Resume Directory contains real resumes created by subscribers using LiveCareer’s Resume Builder.
© 2019, Bold Limited. All rights reserved.