Project Manager Customer Service
Resume:
Daniel K. McGlothen
Middletown, IN 47356
EMPLOYMENT
Training, Development, and Compliance Officer for The Hartford Wealth Management
February 2012-NOVEMBER 2012
XEROX Lexington, KY
Organized and managed various training programs within the organization. Made sure staff gained and
developed the skills they needed to carry out their jobs effectively. This involved designing and coordinating
training to cover both the organization's current and future needs. Oversaw the Corporate Compliance
Program, functioning as an independent and objective body that reviewed and evaluated compliance
issues/concerns within the organization. Ensured the Board of Directors, management and employees are in
compliance with the rules and regulations of regulatory agencies, that company policies and procedures are
being followed, and that behavior in the organization meets the company's Standards of Conduct.
Contributions:
• Developed initiates, maintains, and revises policies and procedures for the general
operation of the Compliance Program and its related activities to prevent illegal, unethical,
or improper conduct.
• Develops and periodically reviews and updates Standards of Conduct to ensure continuing
currency and relevance in providing guidance to management and employees.
• Responded to alleged violations of rules, regulations, policies, procedures, and Standards
of Conduct by evaluating or recommending the initiation of investigative procedures.
• Identifies potential areas of compliance vulnerability and risk
• Consulting with other managers to identify training needs
• Drawing up an overall training plan
• Managing a training budget
• Producing materials for in-house training
• Working with training providers to develop suitable course content
• Evaluating the success of both individual training and the overall program
• Managing regular staff appraisals and reviews and making sure staff have opportunities for
ongoing development
Operations Manager for Direct Express Project September 2010-January 2012
XEROX London, KY
Planned and implement ramp up process while exceeding client and operational goals. Selected and
identified core group agents with potential and developed managerial and support skills. Designed facilities
to accommodate 25 initial agents including computer equipment and programs. Organized training for all
employees on all programs.
Contributions:
• Managed the launch of a 150 seat surge site
• Exceeded recruiting goal of 115 FTE in 3 days of active recruiting
• Responsible for training, scheduling, payroll, and day to day operation of the site
• Worked closely with IT to ensure system connectivity
• Maintained project goals while staying within budget
Project Manager August 2010-September 2010
XEROX London, KY
Organized and directed the daily activities concerned to the call center's operation, by managing, training,
and guiding call center agents to execute their tasks. Taking an active role in resolving agent and customer
problems and concerns. Performance development of staff as well as mentoring advanced agents in assisting
floor management. Developed schedules to control adequate staffing levels.
Contributions:
• Managed the launch of a core group of 18
• Created and executed project work plans
• Identified resources needed and assigned individual responsibilities
• Recruited and identified and interviewed outside hires for the project
• Tracked lessons learned and shared those lessons with team members.
• Managed relationship with both onsite and remote IT support to ensure connectivity to
tools and resources
Project Manager for Direct Express Surge Project July 2010- August 2010
XEROX Lexington, KY
Supervised a team of customer service representatives and support staff by providing an atmosphere were
client satisfaction was our primary objective. Tracked, analyzed, and documented agent performance.
Coached and developed all agents to primary management objectives. Executed and finalized the project
with a strict deadline.
Contributions:
• Managed the launch of a 40 seat surge site
• Exceeded recruiting goal of 80 FTE by 40 FTE in 2 days of active recruiting
• Responsible for training, scheduling, payroll, and day to day operation of the site
• Worked closely with IT to ensure system connectivity
• Kept track of lessons learned and shared those lessons with team members
CARS Temp Program September 2009-September 2009
XEROX Lexington, KY
Supervised a team of customer service representatives and provided an atmosphere were client satisfaction
was our primary objective. Tracked, analyzed, and documented orders for the Cash for clunkers program,
checking for errors before they were submitted. Coached and developed all agents to primary management
objectives.
Contributions:
• Monitored productivity of customer service representatives
• Reported each shifts daily processing summaries
• Keep track of each order's documentation
• Completed project ahead of schedule time
Customer Care Supervisor for Direct Express August 2009-July 2010
XEROX
Anderson, IN
Directed and/or managed all activities associated with Call Center operations, including developing and
implementing policies and procedures. Establishing and implementing performance and service standards.
Developed and implemented processes and operational improvements to enhance efficiency and
effectiveness of operations. Ensured productivity met or exceeded service and quality standards.
Contributions:
• Met and exceeded quality and customer satisfaction goals to ensure customer retention and
uphold the company brand
• Created and fostered a positive, successful, and professional work environment where
employees choose to work and achieve their goals
• Discussed areas of opportunity in weekly work-with's and monthly one on ones
• Carried out supervision, coaching, call monitoring, coaching, training, disciplining,
reviewing all agents, and conducted team meetings
Customer Care Supervisor
XEROX a Xerox Company
Pikeville, KY August 2008 - August 2009
Supervised the day to day activities within the call center operations. Evaluated and coordinated the
workflow and activities of call center professionals to meet the volume management target. Supported call
center professionals on inbound and outbound calls with difficult customers or calls that requires in-depth
knowledge of the company's products or services. . Developed and implemented processes and operational
improvements to enhance efficiency and effectiveness of operations. Ensured productivity met or exceeded
service and quality standards.
Sprint -Advantage, Add a Line, Welcome, and Back Office groups
Contributions:
• Worked with recruiting and identified and interviewed new hires
• Kept running statistics on each CSP's daily sales
• Top ranked supervisor for each department, ranked 3rd center wide
• Minimize call escalations through effective coaching and support
• Offered frequent formal and informal recognition
Youth Worker I
Morehead Youth Development Center
Morehead, KY July 2007 - August 2008
Provided a safe place to live, educational assistance, life skills training, job placement coaching assistance,
medical care, individual therapy, and case management as youth transition from living in group care to
living independently in the community.
Contributions:
• Participated in the implementation of individual treatment plans
• Interacted therapeutically with youths in developing living skills
• Provided written documentation for program policies
Residential Youth Worker, Supervisor
Buckhorn Children and Family Services
Pine Ridge, KY July 2005 - January 2007
Provided a structured environment for chemical dependant teens. Assisted in counseling youth on previous
issues that led them to drugs and provided insight into other avenues for them to get personal gratification.
Contributions:
• Ensure safety of 60 + residents
• Conducted living and social Skills
• Ensured the safety of the therapeutic environment required to help change the lives of at
risk youth
• Implemented appropriate role modeling, consistency and adequate structure enhancing a
youth's ability to make responsible and safe choices.
Education:
May'00 Morgan County High School West Liberty, KY
Completed pre-college curriculum
May '07 Morehead State University Morehead, KY
BA University Studies
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