GREGORY SINGLETON

**** ****** **** 404-***-****

Hoover, AL. 35216 acddlp@r.postjobfree.com

DIRECTOR OF CALL CENTER OPERATIONS

Call Center Operations ( Staff Training/Development ( Business

Startups ( Matrix Teams ( Staffing

Competitive Local Exchange Carrier (CLEC) ( Telecommunications (

Infrastructure ( Project Management

Key Performance Indicators ( Policies/Procedures ( Service Level

Agreements ( Vendor Relations

Results-driven Telecommunications and Call Center Operations expert with

expansive background developing and executing effective strategies to drive

national business and account growth, secure customer loyalty, increase

operational efficiency, and maximize profits. Skilled in launch of

divisions and new business start-ups, building both internal and client-

based technical infrastructure and leading client communications for

superior account management. Adept at contract negotiation and vendor

relations, establishing nationwide/multi-national matrix for client support

and service.

COMPLETE COMMUNICATION SERVICES, INC. Pelham, Alabama

(Competitive Local Exchange Carrier [CLEC], providing telecommunications

and infrastructure design, installation, repair, and maintenance )

Project Manager

2014 to Current

Contract Project Manager

2012 to 2014

Serve as contract Call Center Senior Operations Manager, partnering with

Director of Operations and Vice President in project management capacity to

oversee integration of new business into Complete Communication Services

(CCS) operating platform. Manage servicing for portfolio of approximately 6

enterprise nationwide accounts, directing 15 call-center Account

Representatives in 24/7 service environment. Provide initial baseline

client communications, establishing foundational relationship and training

clients on CCS policies and procedures for maintenance and repair of voice

and data infrastructure.

< Personally train client staff on reporting process, ticket submission,

and parameters of Service Level Agreements (SLAs), integrating clients

into CCCS systems with project life cycle of up to 18 months.

< Lead project management of pre-install site surveys, major network

installations, move/add/change (MAC) orders, and problem resolution for

corporate clients with as many as 197 satellite locations, each with up

to 30 seats; coordinate and schedule nationwide field service technicians

in timely completion of all projects.

< Facilitate development of pre-install planning and reports, detailing

current equipment, system requirements, circuit ID numbers, and

specifications for cabling, wiring, and quantity of lines; coordinate

with field teams on management of cutover, transitioning to CCS system.

< Separately and personally oversee project management and servicing of

special Marquis Accounts with high-profile clients, including Southern

Management/Covington Credit Bank, Amerifleet, Adcom Solutions, Advantage

Rent A Car, Earthlink Business Solutions, Bullseye Communication and BMW.

< Maintain continuous communication with key client contacts throughout

entire project lifecycle, addressing and resolving issues as needed.

Director of Operations 2010 to 2011

Director of Field Operations 2003 to 2006

Led startup and management of call center's daily operations, building

business to approximately 300 calls per day. Developed and executed

operational procedures and protocols for account management and

communications, exceeding operational metrics and assuring compliance with

SLAs. Managed all dispatch activity, enforcing critical timelines,

escalation procedures, and effective after-hour support protocols.

< Built operational matrix for call center environment, consistently

revising procedures to increase efficiency:

o Compiled and evaluated baseline metrics within Support Path

Telecommunications Operating System and Automatic Call Distributor;

developed and set policy for standard operating procedures,

identifying opportunities for increased operational efficiency and

training staff in work protocols.

o Established Key Performance Indicators (KPIs) and executed policy for

acceptable Service Level, Average Handle Time, Active and Waiting

Calls, Cost per Contact, Customer Satisfaction, Call Abandonment, and

Agent Performance.

o Implemented field-based metric objectives, including Mean Time to

Repair, Past Due Percent, Close Time, Escalated Backlog, Open

Activity, Aged Accounts, and Un-owned/Unresolved Backlog.

Gregory Singleton page two

Complete Communication Services, Continued

< Established nationwide vendor network and matrix for management of SLAs

with approximately 700 providers to facilitate expansion of business;

directed company from 9-state coverage to nationwide coverage, including

Canada and Puerto Rico, in 2.5 years, increasing from 4 to 22 Account

Representatives and managing 3 separate relocations to larger facility.

< Investigated root causes of chronic underperformance and implemented

resolution strategies; evaluated all divisions, including accounting,

shipping, warehousing, Internal Call Center, and IT.

o Partnered with IT to streamline and automate repair ticket development

process.

o Implemented ACH payment protocol for vendor accounts, increasing

security, improving field staff relations, and reducing operational

costs by saving time, postage, and mailing materials.

o Executed strategies to decrease repair and project turnaround times,

freeing resources to manage increased customer base.

< Evaluate scope of work (SOW) against SLAs, assuring effective and timely

problem resolution with consistently high levels of customer

satisfaction; led pre-planning efforts, securing "on-call" technicians

for major outages and large-scale issues affecting numerous clients.

MOBILITY TRANSPORTATION SERVICES, LLC Hertford County, North Carolina

(Patient transportation service, routing as many as 500 customers per week)

Founder, President/Chief Operating Officer 2006 to 2010

Built company from inception to profitability, establishing uniform

transportation services for transport of patrons with physical limitations.

Established relationships and negotiated vendor contracts with local,

state, and federal facilities, including Department of Social Services,

Medicaid, Medicare, Upward Bound, Nucor Steel, and vocational

rehabilitation services, providing mechanized system for patient transport

across 6 cities. Leveraged paralegal education in Civil Litigation/Law of

Corporations and Business Organizations to secure licensing and articles of

incorporation and develop compliance procedures.

< Supervised an Office Manager, overseeing all operations, including

finance, human resources, payroll, IT, inventory, vehicle maintenance,

marketing, and business development; developed branded MTS web presence,

including ordering portal and company information specific to

governmental contracts.

< Grew company from concept to 7 vans operating daily and 21 contracted

drivers, setting pricing structures and negotiating service contracts.

< Led all recruiting and staffing efforts, contracting with providers for

background checks and drug screening.

MOMENTUM BUSINESS SOLUTIONS Birmingham, Alabama

(CLEC, serving as provider of telecommunication services)

Systems Designer / Operations & Call Center Management 2001 to 2002

Partnered with Vice President of Operations in launch and management of new

call center. Developed infrastructure matrix, including establishment of

operational metrics and KPIs, branding call center operations as "World

Class Call Handling" and exceeding goals for customer satisfaction.

< Set policy for metrics, including Answer Rates, Call Abandonment, Average

Handle Time, Service Level, Active and Waiting Calls, Cost per Contact,

Customer Satisfaction, and Agent Performance.

< Trained and mentored sales and operations staff in performance, customer

service, and client retention.

< Managed account with Complete Communication Services, Inc., establishing

relationship for future partnerships.

EDUCATION:

PROFESSIONAL CAREER DEVELOPMENT INSTITUTE Atlanta, Georgia

Paralegal Studies, Civil Litigation / Law of Corporations and Business

Organizations 1996

FAYETTEVILLE STATE UNIVERSITY Fayetteville, North Carolina

Bachelor of Science, Psychology 1992

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