Call Center, Quality and Operations Leader
Resume:
Christopher N. Seventko
Leesburg, VA *****
Director of Operations
Call Center / International Operations Leadership / Non-Profit / Customer Satisfaction /
Global Service Quality / Client Acquisition / Outsource Management
A call center and business operations leader offering expertise directing large domestic and international teams, developing customer and client services and instituting process improvement. Skilled and knowledgeable in strategically enhancing performance, BPO and client relationship management, constructing and growing winning teams, promoting satisfaction and loyalty, administering financial objectives, leading large-scale projects and initiatives.
* Operations oversight leading large diverse teams
* International and distance leadership
* Domestic and off-shore business development
* Business start-up and launch oversight
* Vendor and Client relationship management
* Strategic operational planning and growth strategy
* Business turnaround leadership
* Project Management / Program Management
* Quality monitoring and survey development
* Contract negotiation and procurement
* Outsource facilitation and transition management
* Training curriculum development and facilitation
* For-profit and non-profit operational leadership
* P&L, budgeting and cost savings management
Professional Experience:
ServiceForceUSA (2009-2010)
Director of Operations
* Oversaw Headquarter and 24/7/365 center operations for international facility maintenance and client services organization supporting facility services, vendor procurement and end-to-end case management for multiple clients.
* Developed and improved client relationships successfully expanding business footprint into new markets.
* Led personnel decisions including forecasting, interviewing, hiring, budgeting, developing training curriculum, introducing performance assessments and KPI metrics including benchmarking, creating development plans and instilling best practices.
* Integrated new phone routing and processes creating efficiencies and improving service levels nearly 50%.
* Turnaround management assessing and revamping existing business SOPs and integrating new policies.
* Increased client survey satisfaction scores from 3.20 to 4.10 through new client advocacy and employee training programs.
* Developed a quality monitoring program standardizing assessments of compliance and service measurements.
* Reduced annualized voluntary turnover 60% focusing on employee satisfaction, commitment and performance levels.
* Contracted new technologies, designed IVR and integrated core weekly production reporting to bolster performance.
Cystic Fibrosis Foundation (2008-2009)
Director of Corporate Accounts
* End-to-end responsibility to build and lead new outsource call centers supporting multiple pharmaceutical manufacturers and offering a multitude of configurable services to meet all client and patient needs.
* Developed and launched the Cystic Fibrosis Patient Assistance Foundation (www.cfpaf.org), a new 501(c)3 providing CF patients an advocacy program offering financial assistance which improved patient drug access and therapy adherence.
* Oversaw all operational decisions including personnel recruiting, interviewing and hiring, training, platform contracting decisions, data model development, IVR design, SOP and desktop procedures, quality operations and client relationships.
* Established strong relationships with manufacturers and clients securing contracts and donation commitments.
* Responsible for staffing models, call forecasting efforts, monthly/annual incentive plan development, contractor recruitment, multi-million dollar budget development and oversight, project scope management and cost control.
* Created capabilities presentations and reporting to support client needs and promote business opportunities.
* Led services focusing on the CF mission, employee development plans, patient advocacy and adherence to best practices.
AOL LLC (2003-2008)
Director of Quality and Service Excellence
* Led a global organization of 160 people in the US, India and Philippines leading daily support and large-scale initiatives to improve operational performance of 20 call centers, 10,000 employees to benefit all AOL Members.
* Oversaw AOL quality monitoring and member/employee survey operations including customer satisfaction management.
* Directed rollout and management of Member Satisfaction Index, AOL’s largest-ever initiative to improve customer service.
* Designed and implemented customer experience KPIs transforming AOL experience assessment enterprise-wide.
* Improved core metric results across all business units increasing customer satisfaction indexes 6% to 10%.
* Administered AOL and TW Executive escalation processes repairing customer loyalty and mitigating costly litigation.
* Built off-shore reporting teams and managed outsource relationships supporting established enterprise quality initiatives.
* Managed multimillion dollar budget facilitating millions in savings via innovative cross-functional programs.
* Re-engineered AOL’s customer loyalty approach producing new surveying techniques, operations improvements and integrating industry-researched measurements mirroring companies recognized by JD Power as customer service leaders.
* Managed strategic direction and day-to-day operations of statistical modeling, web-design and reporting/analytical teams.
* Statistically linked satisfaction to Member and Employee attrition identifying millions in savings in US and Indian markets.
* Received “Excellence in Action” award, nominated and selected into “Leading Leaders” executive development program.
Matria Healthcare (2002-2003)
Manager: Call Center Operations
* Responsible for call center business improvement efforts supporting diabetes patient product inquiries and requests.
* Designed and implemented Quality Monitoring Program for training purposes and assurance of best practices.
* Vendor management and contract procurement facilitating new predictive dialer and quality monitoring technologies.
* Improved production in multiple call centers via data analysis and implementation of strategic call design and routing.
* Ensured proper associate utilization and efficiency for multiple inbound/outbound call centers using trend analysis.
* End-to-end conceptualization and development of production reporting including presentations to Executive Management and Clients resulting in change improvement.
Previous Contact Center Leadership Experience (1995-2002)
Call Center Management
* Managed Customer Service, Quality, Dialer and MIS Departments for multiple call centers supporting financial services.
* Oversaw staffs ensuring compliance to scripts and processes and procedures were followed to ensure business effectiveness.
* Led Quality Department and inbound/outbound predictive dialer, developing call strategies, designing filters and utilizing reporting and analysis to promote optimal efficiency in full service, sub-prime mortgage call center.
* Managed large teams ensuring quality and efficiency, developed annual and monthly schedules and reviewed and led quality monitoring for employee performance and progress.
* End-to-end responsibility of collection and contact strategies for over 40 clients and incorporating statistical analysis to maximize right-party contacts and increase company profits.
* Created, implemented and facilitated training programs, improving collection practices and efficiency on predictive dialer by focusing and developing call flows and scripts.
* Established quality initiatives, improved scripts and developed succinct monitoring points for associate adherence.
* Created and executed Client and Executive presentations, developing actionable reporting and tracking present and historical production to determine service excellence metrics and trends.
* Analyzed call flow, ACD and VRU and instituted new dialer/non-dialer methodologies for more efficient results.
* Designed complex dialer campaigns which enabled strategic collections resulting in improved monthly and annual results.
* Received “President’s Award,” “Key Player Award,” “Employee of the Month,” “Manager of the Month”
Education and Professional Certifications
Bachelor of Arts, Gettysburg College, Gettysburg, PA (1994)
MBA, Capella University (in progress)
Formal Leadership or Technical Training/Certification:
* Zenger Miller Leadership certification
* “Leading Leaders” AOL Executive certification
* “Associate’s Gold” Leadership certification
* Provident Bank Advanced Leadership certification
* Standards of Business Conduct certification
* Oracle Call Center on Demand certification
* Global customer satisfaction and loyalty improvement
* Domestic and off-shore business development
* Training curriculum development and facilitation
* Vendor/Client procurement and relationships
* Six Sigma methodology training
* Call center and quality monitoring platform technology
* Program management/Project management
* Workforce management and staff-planning
* International and distance leadership
* P&L, budgeting and cost savings management
* Alcatel-Lucent phone and IVR design implementation
* Multiple predictive dialer certifications
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