Gerald Stinson

* ****** **, ******, ** ***** 678-***-****

ably0i@r.postjobfree.com

PROFILE

A highly motivated, results-focused, proven leader with 12 years of

management experience in a customer service and call center environment.

Possess strong leadership skills, successful team building capabilities and

excellent technical, communication, presentation and customer service

skills. Resourceful problem solver with proven ability to bring quick

resolution to challenging situations as well as build lasting relationships

with external and internal customers.

SUMMARY OF SKILLS

. Quality Assurance . Employee Recognition Program Development

. Staff Development, Coaching and Motivation . Verbal and Written

Communication

. Metric and Goal Achievement . Workforce Management

. Problem Solving and Analytical Skills . MS Outlook, Word, Excel,

PowerPoint and Access

. Cross-Functional Team Leadership . Policy and Procedure

Development

PROFESSIONAL EXPERIENCE

InternetSafety.com, Acworth, GA July 2007 - March 2010

Call Center Manager

1. Effectively managed an 18 seat high volume, inbound and outbound 24/7

call center consisting of front line agents, team leads and supervisors

providing software support to over 75,000 customers.

2. Ensured optimum staffing levels through effective recruiting.

3. Successfully reduced employee turn-over from 67% in 2007, to below 15%

in subsequent years.

4. Accountable for the day-to-day operations, processes and procedures of

the call center.

5. Held call center employees accountable for compliance with performance

benchmarks.

6. Analyzed and tracked representative productivity.

7. Consistently achieved annual call center goals and metrics of 80%

service level with 5% abandoned, 4.6 survey ratings out of a possible

5.0, and 450 second average handle time expectancy.

8. Achieved an outstanding call quality performance goal of 90%.

9. Initiated daily, weekly and monthly reports including call statistics to

effectively forecast customer volume.

10. Optimized scheduling through Qquest's TimeForce, a Time and Attendance

software.

11. Coached, developed and trained supervisors to achieve and exceed

expectations.

12. Created an environment which provided motivation, participation and

opportunities for employee initiative and growth.

Web.com, Atlanta, GA August 2005 - July 2007

Technical Support Manager

13. Managed a team of 25 Technical Support Representatives, including:

selection/interviewing, development & coaching and counseling corrective

action in accordance with company culture, process and procedures.

14. Assured new and existing employees were trained with the necessary

skills to perform their jobs effectively and efficiently.

15. Served as a Technical liaison between the Customer Support

organizations and Tech Ops on all network upgrades and enhancements, new

products and major outages.

16. Effectively resolved customer escalations in a timely and customer-

satisfying manner.

17. Monitored call distribution system and worked with support groups to

configure ACD to route calls appropriately among representatives

according to skill-based routing and availability.

18. Balanced work schedules and coordinated with workforce management to

make necessary changes in staffing based on call volume, day of week,

special projects, and other anticipated events as needed.

19. Reconciled, verified, and processed team's time records for payroll

processing and served as point of contact for support functions (payroll,

leave of absence, etc.) to handle issues as they arise.

20. Conducted real-time monitoring of Technical Support Representatives to

monitor productivity, metrics, employee demeanor, technical accuracy, and

conformity to company policies.

Earthlink, Atlanta, GA April 2000 - August 2005

Call Center Manager

21. Developed and managed a 45 seat inbound/outbound call center with a

main objective of customer retention and loyalty.

22. Coordinated and managed outbound calling projects that were implemented

on an E-Share predictive dialer.

23. Created and implemented individual development plans for direct

reports.

24. Wrote and delivered performance reviews that included formal annual

performance appraisals and any other written performance related tracking

documentation for direct reports.

25. Utilized management reports to identify and follow through on

improvement opportunities within the department.

26. Established a career path process to maximize employee retention.

27. Proactively identified and implemented process improvements which

contributed to an improved customer and/or employee experience.

28. Successfully achieved daily service goals and quality objectives.

29. Created and implemented rewards and recognition programs within the

group.

30. Maintained appropriate staff levels by recruiting, interviewing and

hiring new employees.

Earthlink, Pasadena, CA March 1998 - April 2000

Retention Services Supervisor

31. Responsible for the supervision and performance of 15 Customer

Retention Specialist in all activities, including those which contributed

to the acquisition, and retention of customers.

32. Analyzed and monitored daily telephone activity to ensure compliance

with performance standards.

33. Planned and organized work flow.

34. Established and communicated goals resulting in excellent customer

satisfaction and achieving business objectives.

35. Trained, evaluated and coached employees to help improve performance in

productivity in customer service and customer retention.

36. Contributed in the handling of assigned administrative

responsibilities.

37. Assisted in determining the resolution of all customer situation and

other functions as assigned.

Earthlink, Pasadena, CA April 1996 - March 1998

Customer Service Representative

38. Responded promptly and thoroughly to support inquiries via telephone

and email.

39. Acted as first point of contact for customer concerns on billing,

compliance and product/service inquiries.

40. Educated customers on features and online help resources available to

enhance their overall experience with their Internet service.

41. Independently resolved customer support and occasional technical issues

and escalated cases when appropriate.

42. Provided valuable "front line" feedback on product and service issues

and enhancements to the Marketing and Engineering teams.

43. Sought and recommended ideas to help cultivate the FAQ/Knowledge Base

used by all customers and Earthlink staff.

SPECIALIZED TRAINING

44. Through The Customer's Eyes - National Seminars Training -

InternetSafety.com, Acworth, GA, 2008

45. CE 1004 42 Introduction to Command Post Skills and Operations 4.2 - E-

Share/Divine, Atlanta, GA, 2002

46. Personal Leadership: Taking Control of Your Time - Earthlink Leadership

Training Course, Atlanta, GA, 2001

47. Performance Management: The Leadership Bridge - Earthlink Leadership

Training Course, Atlanta, GA, 2001

48. Creating High Performance Project Teams - Systemation, Pasadena, CA,

2000

49. Fast Start In Project Management - Systemation, Pasadena, CA, 2000

EDUCATION

50. AA in Business Administration, University of California, Riverside,

1998

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