Customer Service Manager
Resume:
DANIEL W. MONTGOMERY
Lowell, MI 49331
Home: 616-***-**** Cell: 937-***-****
Email: *******@***.***
Linked In address: http://www.linkedin.com/pub/daniel-montgomery/b/771/6a6
CALL CENTER MANAGEMENT
SUMMARY
Self-motivated call center management professional with an excellent work ethic. Detail-oriented with a penchant for accuracy. Excellent organizational, communication and team building skills. Extensive
background in call center workforce operations, facility maintenance, employee training and customer care. Experienced in performance management, productivity measurements, vendor negotiations, budget preparation, recruiting and interviewing, disciplinary action, facility management, human resource management and union grievances.
CAREER ACCOMPLISHMENTS
• Led a “self service” team focused on increasing the utilization of Humana Pharmacy Self Service Tools; Myhumana.com and the Integrated Voice Response System (IVR). This decreased call volume being routed to a representative saving an estimated $2 million dollars annually and increasing self service tool usage by 25%.
• At MetLife Insurance, piloted a military spouse program of 6 associates. Responsible for screening, interviewing, hiring and training these associates who were issued laptop computers and who worked remotely. Remote capability allowed MetLife to retain associates, even when families were transferred to new military locations allowing for the retention of strong performers and creating a high level of employee loyalty.
• Managed a team of between 40 – 75 US Airways Sales Representatives tasked with the responsibility of selling and tailoring US Airways products and services to customer needs resulting in $27M in annual sales.
• Delivered “Creating Impressions of Excellence” training to 35,000 US Airways employees. This 8-hour program incorporated behaviors that led to total service excellence combining several company cultures through mergers and acquisitions of Piedmont/Empire/PSA/USAir into the new US Airways focusing on the customer and providing safe, reliable and friendly service to every passenger.
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• Managed a centralized call center operation for Cassano’s Pizza and Subs, a 34 store restaurant chain, including hiring, training and HR application. Established goals, performance measurements and a quality monitoring process. The call center took orders for all stores and handled all customer service and delivery issues. Participated in marketing initiatives and volunteered time monthly to serve Cassano’s Pizza to the homeless at a local St. Vincent de Paul shelter.
• Managed and administered FMLA within US Airways call center of 300 employees resulting in a 24 hour turnaround on requests for WH-380 and WH-381 FMLA forms exceeding the required 3 day turnaround timeframe.
• Core Manager overseeing the synchronized transition and installation of Rockwell Spectrum ACD and PBX systems for 9 US Airways call centers affecting 4000 Reservation Sales Representatives. The transition of each office was seamless with no major interruptions to customer or employee operations.
DANIEL W. MONTGOMERY PAGE TWO
• System Administrator of (e) Quality automated monitoring software by Witness Systems at US Airways. Developed and maintained databases and resolved any system problems reported from monitoring / supervisory staff. Requests for additions or deletions or any technical issues were addressed the same day improving on the previous 3-5 business day turnaround.
• Attended a 2-week training seminar for US Airways focusing on the technical and operational features and benefits of the Rockwell Spectrum ACD at Rockwell Headquarters in Chicago, IL. Developed a training curriculum used by all 8 of our offices introducing this new technology to our workplace.
• Pivotal member of a management team at US Airways tasked with developing, writing and implementing a business plan designed to improve performance in a sister call center. Resulted in a more focused management and employee group with improved performance because of shared best practices
• , performance measurements monitoring process. better
PROFESSIONAL HISTORY
HUMANA PHARMACY SOLUTIONS, Cincinnati, OH 2008 – 2010
Front Line Leader, Humana Clinical Pharmacy Review (HCPR)
METLIFE AUTO & HOME, Dayton, OH 2005 – 2008
Supervisor II, Customer Sales and Service Group (CSSG)
CASSANO’S INC. CALL CENTER, Dayton, OH 2003 – 2005
Call Center Manager
ORCHID GENESCREEN CALL CENTER, Dayton, OH 2002 – 2003
Manager, US Private Paternity Call Center
UNITED HEALTHCARE / UNIPRISE OPERATIONS, Dayton, OH 2001 – 2002
Customer Service Supervisor
US AIRWAYS, Dayton, OH 1985 – 2001
Reservation Sales Supervisor 1995 - 2001
Reservation Team Leader 1989 -1995
Reservation Sales Representative 1985 -1989
Concurrent Project Coordinator Work at US Airways
Core Manager, Rockwell ACD Installation 2000 - 2001
Instructor, “Creating Impressions of Excellence” 1998 - 2000
EDUCATION
Graduated, Conemaugh Township Area High School
DANIEL W. MONTGOMERY PAGE THREE
ADDITIONAL TRAINING AND SEMINARS
Spectrum Call Center Commander and Total Recall Reports – Rockwell Intl.
PowerPoint, Microsoft Word / Excel Spreadsheet Presentations – Comp USA
CWA Union Contract Interpretations and Application – US Airways
How to Get More Organized – Day-timer and Franklin-Covey
Targeted Selection – DDI International
Lotus 1-2-3, Lotus Notes – US Airways
Putting People First, Leading a Legend and Creating Impressions of Excellence
Managing Your Career with Power – US Airways
Basic First Aid / CPR / Automated External Defibrillator Certifications
Managing Difficult People – Skill-Path Inc.
Family Liaison Program – US Airways
Lessons in Leadership – Bob Nelson
E-Talk Monitoring System – UnitedHealthCare
Knock your Socks Off Customer Service – Skill-Path Inc.
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