Jim Morack

***** ****** *****

Frisco, TX ***35

262-***-**** ? acpuzd@r.postjobfree.com

Call Center Manager looking to relocate to the East Coast;

Over 15 years of management, customer service, operations, and consultative

sales expertise.

Seeking a leadership position to maximize my extensive management

experience in day-to-day call center operations in excess of 150

inbound/outbound seats, budgets and P&L within multiple industries, as well

as direct to consumer and B2B. Developed a call center from inception to

fully functioning operation. Highly skilled at creating and delivering

training programs. Dynamic, hands-on leader with Platinum Rule management

style that drives results by being passionate about providing outstanding

service and nurturing collaborative partnerships with my internal

customers. I have also served as adjunct faculty at a major university.

Areas of expertise include:

. Sales and Marketing

. Customer Service and Operations

. Quality Monitoring Program Development

. Performance Management

. Training & Employee Development

. Process Improvements

Professional Experience

Rent-A-Center, Plano, TX

3/13-present

OPERATIONS SOLUTIONS MANAGER

Manager of the Operations Solutions team - 12 direct reports - responsible

for supporting retail operations for 3,000+ stores nationally. Serve as

first contact and liaison between field staff and internal business groups.

Key Achievements:

. Provide co-workers, vendors, and prospective business partners with

one-stop world-class service.

. Create efficiencies company-wide by enabling Tier 2 internal business

partners to focus on more strategic and efficiency issues.

. Lead, coach, and motivate staff, employee development, team building,

and performance management. Partnered with Training to create new QA

process and form.

. Consistently met SLA's: abandon rate < 4%, survey results > 80%, 80%

attrition due to internal promotions.

. Deployment of both Service Now (ticket system) and Interactive

Intelligence (workforce) platforms.

Transamerica Life and Protection, Plano, TX 7/11-10/12

CALL CENTER MANAGER

Senior Manager of 120 inbound seats - 6 direct reports (C/S Managers) each

with 20-sales agent teams - responsible for servicing and cross selling

insurance products. Ensured that service and processing operated according

to contractual mandates of Business Partners (many top 500 financial and

retail institutions).

Key Achievements:

. Establish and manage to Company performance standards and expectations

as well as Business Partner contractual obligations. Conduct

monitoring sessions and analyze and act on statistical data provided

by various areas. Consistently met service level goals for all

insurance lines of business.

. Respond to and resolve any customer/business partner issues, working

with other areas of the department and company to create productive

relationships to ensure the contact center is providing maximum

quality service by answering questions and communicating procedures.

. Emphasis, belief, and passion for coaching both managers and sales

agents.

. Lead and motivate employees, involved in selection/hiring, performance

management, corrective action administration, employee development,

work assignments, work prioritization, and communication.

Bryant & Stratton College, Milwaukee, WI 1/11-4/11

Instructor

Served as Adjunct Faculty presenting the Professional Development Seminar,

prior to my family's relocation to Texas. Presented students with

strategies for managing and succeeding in a career, as well as how to

maintain a professional attitude. Taught students how to conduct a

successful job search, and prepare a resume/cover letter and portfolio.

Instructed students on researching prospective employers, locating

internships, securing professional employment, and effective interviewing

in accordance with University guidelines.

US Bank, Milwaukee, WI (2 positions) 3/07-10/10

GROUP MANAGER OF CLIENT SERVICES - Call Center (6/08 - 10/10)

Senior manager in charge of 3 Managers and 9 Specialists overseeing credit

card service support for over 1,700 financial institutions. Ensured

contractual metrics were achieved to avoid financial penalty. Daily

operations of call center, process improvement, and efficiencies while

developing and coaching staff to increase performance.

Key Achievements:

. Consistently exceeded metric requirements of less than 4% abandon rate

while answering 80% of calls within 30 seconds with an average answer

speed of answer of less than 30 seconds.

. Developed and enhanced quality monitoring program which resulted in a

12% increase in overall customer satisfaction.

. Created forecasting call volume models for on-boarding new clients and

developed call volume and staffing analysis for maximum efficiency.

. Managed projects that included SAS70 and escalation projections and

processes.

. Created collaborative partnerships with departments in order to

encourage a free-flow of information.

Regional Service Manager - CALL CENTER (3/07- 6/08)

Senior manager in charge of high volume center which provided consumer and

business bank account support. Personal Bankers were responsible for

servicing and cross/up-selling business and personal accounts.

Key Achievements:

. Managed a team of 6 customer service managers and 100 Personal

Bankers.

. Improved sales volumes by 10% and quality scores by 12% through

personal coaching and training.

. Reduced absenteeism by 8%.

Pennsylvania Turnpike Commission, Harrisburg, PA 10/00-3/07

Customer Assistance Center Manager

Hired with task of creating call center from ground up and managing

operations of inbound customer service department. Involved in planning

through full deployment.

Key Achievements:

. Developed call center from inception to launch of fully functioning

operation; created procedures and training manuals, designed reporting

system, coached and motivated staff, developed responses for customer

emails as well as complete quality assurance/monitoring program.

. Partnered extensively with other departments to ensure staff had

current and accurate information.

. Customer Advocate to better understand and properly address issues.

. Managed public facing FAQ's section on corporate communications and

website.

Rite Aid Corporation, Harrisburg, PA 12/98-10/00

Assistant Operations Manager

Partnered with Operations Manager in daily leadership of all 150-seat

inbound/outbound call center activities and performance metrics. Daily

outbound volumes were between 10,000-14,000 calls using predictive dialer.

Key Achievements:

. Managed 7 direct reports (C/S Supervisors) responsible for 120

outbound and 30 inbound seats and had business oversight of technical

applications required to operate call center.

. Successful projects included supporting manufacturer program (primary

revenue stream), Internet correspondence, and store and customer

support via dedicated inbound customer service team.

. Implemented and improved an internal communication process to include

employee meetings and customer surveys to provide continuous 360?

feedback and improvement.

Education

Eastern University, Harrisburg, PA 2002

Masters of Business Administration - 3.85 GPA

Eastern University, St. Davids, PA 1994

Bachelor of Arts in Organizational Management - 3.45 GPA

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