Laurie Boullion

Mobile 714-***-**** ? acf6b1@r.postjobfree.com

Call Center Manager

Increasing Performance - Hands-On Leader - Results Driven

More than 10 years' experience in call center director/ management.. Highly

skilled in training and supervision of all customer service representatives

and office staff. Knowledgeable in all aspects of customer service,

marketing and sales. Adept at developing and implementation of policies and

procedures. Recruit, hire, train, and supervise all staff and assist in all

customer concerns collaborating to create exceptional call quality. Well-

developed communication skills as well as ability to deliver outstanding

results. Customer service oriented individual with a passion for creating a

positive productive work environment. Excellent leadership, communication,

team building strategic planning, and problem solving skills. Recognized

for having the ability to develop client-focused organizational cultures

resulting in significantly higher customer satisfaction.

Key Strengths

? Conflict Resolution ? Client Relationship

Management

? Customer Service ? Policy / Procedure

Development

? Productivity / Process Improvement ? Team Building & Staff

Training

Professional Experience

Customer Service Director - Gatekeeper Systems 10/13 to 09/14

Directed all call center operations, including strategic planning,

development, staffing, management and financial performance of entire call

center. Established branding of the company, new policies and procedures.

Implemented, scripts, coaching, coordinating action plans for daily goals

and developing staff's service levels. Establish work priorities and ensure

that customer inquiries are handled effectively within the company

expectations while meeting cost, productivity and quality goals.

. Direct and coordinate daily responsibilities/productivity of the

Customer Experience Associates, Dispatching Associates, Reorder

Associates and Invoicing team.

. Developed staff's abilities to ensure 100% call quality was

maintained for customer satisfaction.

. Strategies developed to improve and ensure all service levels were

being met.

. Created resources for department: Policies & Procedures, Information

Guides and Script Manuals

. Managed daily expectation reports, 911's, Call Volume, Service Times,

Service Channel reports and Customer Portal reports.

. Ensuring call center is adequately staffed and fully operational while

managing budget costs.

. Plan, prepared and coordinated work schedules, issued instruction,

assigned projects, training new employees.

. Demonstrated excellent communication, organizational skills, multi-

tasking skills and focused on high productivity.

. Create company processes and procedure manuals. Managed all

performance employee standards, performance reviews, developed action

plans and processed disciplinary actions.

. Managed several reports to identify services trends etc...

. Managed Shortel phone and recording system.

. Strategized new reports to improve departments process and procedures.

Customer Service Manager - Service Champions ? 02/11 to 02/13

Assumed full responsibility for managing call center operations,

including strategic planning, development, staffing, management and

financial performance of entire call center for a 25 million dollar

industry leading Heating and Air Conditioning Company . Direct functions

involving customer service, policies, scripts, coaching, and coordinating

action plans for daily goals. Establish work priorities and ensure that

customer inquiries are handled effectively while meeting cost, productivity

and quality goals.

. Implemented employee recognition program measurably improving staff

morale

. Orchestrated turnaround of site performance, achieving or exceeding

all key measurement parameters:

V Reduced abandonment rate from 16% to 1.5%

V Improved productivity from 50% to 81%

V Reduced per call times from an average of 2 minutes to under 60

seconds

. Implemented new orientation and training programs for new hires

. Designed, established and directed customer satisfaction survey

charged with identifying areas of customer dissatisfaction. Worked

directly with customer concern lead in an effort to eliminate host

cause and increase customer satisfaction

. Significantly reduced customer service representative turnover from

13% to 3% through accurately and effectively hiring, training and

motivating competent employees

. Identify and analyze daily the team needs for improvement in managing

calls to ensure all call expectations are being met

. Analyze daily reports to ensure all scheduling, efficiency and calls

are being handled within the company goals

. Responsible for the daily performance for both inbound/outbound

results of the customer service team. Ensure they are maintaining a

high level of quality, productivity and 100% customer satisfaction

ARS / Rescue Rooter ? Customer Service Manager - 02/06 to 02/11

Provide leadership and management for a large-scale heating and air

conditioning company based out of Corona, California. Analyze performance

metrics, KPI's, and daily productivity for all customer services

representatives and dispatchers alike. Optimize efficiency and productivity

by continuously training and meeting with staff to discuss challenges and

means of improvement. Manage a team of 35 call center representatives,

responsible for all hiring of agents, recruiting and performance

evaluations.

. Developed numerous programs to support departmental goals and created

lean yet effective operating conditions

. Monitor daily performance in relation to accepted standards; instruct

and communicate to staff. Take action accordingly to ensure adherence

and/or improvement

. Schedule side by side sessions with employees to review calls together

and provide positive feedback and encouragement

. Responsible for handling all escalated calls and emails from irate

customers to resolve issues and come up with resolutions for each

situation

. Revamped new product and promotion program to ensure accurate training

and knowledge regarding new promotions that company has out

. With a high level of integrity and confidentially, oversaw all

customer escalated issues and offered an appropriate yet effective

resolution

. Responsible for managing both and inbound and outbound dialer.

Analyzing reports daily for best trends for reaching successful

results with customers.

. Managing inside sales and monitoring trends from daily reports

Customer Service/Marketing Manager - Alpha Shirt Company 09/02 to 12/05

Monitor daily performance of 35 Customer Service Representatives in

relation to accepted standards; instruct and communicate to staff. Take

action accordingly to ensure adherence and/or improvement.

. Managed Inside Sales Representatives. Create goals and analyzed

their daily sales results.

. Conduct required quality sessions with employees via OAISYS

recording software and remote observations; provide positive

feedback and encouragement. To ensure high level of productivity,

quality, and customer satisfaction.

. Organized and booked all trade shows for new lines and trends of

retail clothing.

. Analyzed trends in the market, responsible for budget spending for

al trade shows, orders for all lines being carried in retail

stores.

. Administer employee personnel files in reference to attendance,

daily payroll and counseling: maintain records relative to company

policy on attendance and completed all reviews.

. Provide a positive work environment by ensuring employees have

appropriate training and resources to perform to established

standards.

. Responsible for handling all escalated calls from irate customers.

Coaching on individual basis and conducted all reviews and hiring

of staff.

Customer Service Manager - Sprint PCS 09/00 to 09/02

Managed 40 Customer Service representatives in Business Retention

. Coaching team on a daily basis for quality results of 98% or better

. Coaching team on quality, weekly productivity, efficiency and

average handle time results

. Managing customer escalations

. Perform monthly review with advocates

. Schedule monthly team meeting/training

. Ensure team achieves their monthly save rate objective with

customers

. Interview candidates for Customer Service representative positions

Education

Sheridan College - Associates Degree & additional; Mkt 1, 2, Sales

and Management program

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