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Skills

  • Cross-functional team leadership
  • Workforce management
  • Budget forecasting and management
  • Communications
  • Budgeting
  • Escalation management
  • Customer satisfaction improvement
  • First Call Resolution Optimization
  • Average handling time (AHT) reduction
  • CRM integration and enhancement

Work Experiences

  • Achieved a 45% improvement in automated message containment rates.
  • Cut response time by 15 hours.
  • Led performance initiatives that resulted in a 14% increase in revenue.
  • Cut response times by 84%.
  • Analyzed call center metrics.
  • Oversaw technological advancements in order to reduce waste and business bottlenecks.
  • Avoided potential fines amounting to $17.
  • Achieved improvement over 6 months.
  • Was in charge of the metric division's production, circulation, marketing, advertising, and new product development, among other things.
  • Coached teams on engagement best practices.

Summaries

  • Accomplished in driving cost reductions through vendor contract negotiations, saving $13 annually across multiple regions.
  • Strong leadership has a track record of improving operations and boosting financial health.
  • Director of Contact Center Operations is a multi-talented Director of Contact Center Operations who is consistently rewarded for planning and operational improvements.
  • Miscellaneous is a key area of expertise.
  • Achieved savings across multiple regions.
  • Strategic problem solver, change manager, and visionary executive with a track record of putting plans in place to meet current and future requirements.
  • By effectively determining and meeting customer needs, implementing price models, and optimizing inventory control procedures, the network is expanded.
  • Forward-thinking Senior Executive with a track record of success in Miscellaneous over the course of a 3-year career.
  • Clear understanding of budget management and quality assurance as well as client relations training.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Designed and executed incentive plans for top-performing agents, leading to a 35% increase in overall service quality scores.
  • Led the effort to meet PMP compliance in the contact center, reducing non-compliance risks and saving $9 in potential legal fees.
  • Developed and launched new self-service channels, decreasing call center dependency and reducing inbound volume by 75% over several months.
  • Reduced average handling time by 31% through the implementation of real-time call monitoring and coaching tools.
  • Led a company-wide transformation in customer service philosophy, increasing annual client satisfaction scores from 69% to 16%.
  • Introduced a proactive engagement strategy, raising customer retention by 29% and increasing total customer lifetime value (CLTV).
  • Reduced contact center operating costs by $18 through the implementation of AI-driven chatbots for low-complexity inquiries.
  • Implemented targeted email campaigns to reduce inbound call volume by 62%, resulting in significant productivity gains across the contact center.
  • Orchestrated cross-functional collaboration between IT and customer service teams to implement a new CRM system, reducing average handle time (AHT) by several months.
  • Implemented omni-channel contact strategies, increasing customer service availability by 55% across 15 channels including voice, email, and chat.

Affiliations

  • Global Business Continuity Planning Institute (BCP-I)
  • Institute of Industrial and Systems Engineers (IISE)
  • Customer Contact Strategies Leadership Forum
  • Contact Center World (CCW)
  • Freemason
  • Toastmasters
  • International Customer Management Institute (ICMI)
  • Association of Information Technology Professionals
  • Project Management Institute (PMI)
  • Association for Computing Machinery

Certifications

  • Certified Call Center Manager (CCCM) by RCCSP
  • Certified Customer Data and Analytics Professional (CDAP) by Cedar Works
  • Google Certified Professional Cloud Architect
  • Cisco Certified Network Associate (CCNA)
  • Salesforce
  • Certified Business Analysis Professional (CBAP)
  • Advanced Speech Analytics Certification by Verint
  • Certified Knowledge-Centered Service (KCS) Practices v6 by The KCS Academy
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified AI Implementation Specialist for Call Centers by program

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