Customer Service Sales

Robert B. Tuttle

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

Boylston, MA. *1505-1008

Home Office: 774-***-**** Home: 508-***-****

ab8w9w@r.postjobfree.com

SUMMARY:

Innovative high-energy Call Center professional experienced with not only

managing the day-to-day efforts but also growing the capabilities of a

organization. Responsibilities have included the direct day-to-day

operations of 250 seat call centers, developing management teams and

managing contact center budgets. Experienced with managing multiple

national center facilities, all vendor management, analyzing staffing needs

for coverage proactively making adjustments when necessary; assisting with

the design of reports, graphs and presentations materials for internal and

external meetings.

SELECTED CHARACTERISTICS:

* Experience where staff motivation/compliance to policies and procedures

were required, especially in the area of sales, customer service and

training.

* Ability to work effectively in a team environment or individually while

leveraging the expertise and knowledge of others regardless of location .

* Multiple center management and vendor relations experience.

* Advanced levels of both business and technical acumen delivering high-

value solutions more efficiently.

* Analytical and creative problem solving with the ability to provide

practical, well-executed solutions.

* Advanced statistical analysis skills.

* Developed satisfaction surveys used to improve call handling and agent

training.

* Strong problem solving skills that enable quick identification and

efficient resolution of issues.

* Ability to multi-task and maintain focus/control of all tasks equally.

* Strong PC skills (e.g., Word, Excel, Access, PowerPoint)

* Excellent knowledge of contract negotiations, and vendor selection.

process.

* Superior planning and organizational skills that effectively allocate and

manage resources across the sites.

* Operational knowledge of inbound/outbound call centers, technology,

metrics, best practices and team development.

* Working knowledge of Mitel, Interactive Intelligence, Avaya, Aspect,

Startell, Salesforce, Triple III, StarPound systems.

* Excellent written and verbal communications skills.

EXPERIENCE:

Blue Vase Marketing LLC 2009 - 2012

Call Center Director

* Hired as Call Center Director to create new call center company from the

ground up. Challenged to create and exceed sales goals, profit margins,

consumer traffic and market share.

* Oversaw strategic planning, operations, call flows, created best

practices by evaluating and re-designed processes.

* Conducted orientation / training session with new employees.

* Worked with rank-and-file agents to maintain and improve selling/job

skills.

* My training also included working with supervisors to improve their

interpersonal skills in rder to deal effectively with employees.

* I created all agent coaching forms,. and skill based testing modules.

* Assisted President to increase staffing from 6 to current team of 100+

call center employees.

* Responsible for creating P&L Analysis / Expense Controls, recruiting,

hiring, training, retention and scripts

* Launched a Direct to Consumer invoice platform that added incremental

sales and profits, resulting in a 32% increase in product revenue.

* Credited for creation of on-line customer service survey to track agent

performance and review caller expectations.

ITV Direct Inc. 2003 - 2009

Call Center Operations Director

* Responsible for the operation of 200 seat Call Centers, Customer

Service.

* Created a mission statement for training functions.

* Worked to establish policies that focused training activities and

decision guides based on the client's needs.

* Designed strategic and operational training plans for the company.

* Developed a strategic training budget that supported new clients

anticipated requirements.

* Worked with HR to create a needs analysis process for new and seasoned

agents.

* Created agent coaching forms, each one requiring different performance

measurements.

* Directed the activities of multiple sites, prepared reports for analyzing

operations, identified problems, and recommended improvements/corrective

actions that resulted in positive results.

* Prepared and reviewed regional /system P&L budgets.

* Created and maintained disaster recovery plans.

* Provided direction and guidance necessary to ensure efficient and cost-

effective system operation within approved operating and capital budgets.

* Ensured the delivery of high quality programming, systems, clarity, and

service to maintain a favorable level of customer satisfaction.

* Supervised department heads, administers of corporate policies, hiring

and termination practices, and training development, appraisal, and

motivation techniques.

* Created monitoring guidelines for best in class service levels.

* Traveled to multiple sites to insure operations managers and staff

understood goals and their part of the corporate picture.

* Researched and delivered new VOIP hardware, system modifications, and

deployment to support call center activity.

* Managed all vendor selection processes, and maintained relationships to

insure goals were accomplished on time, and under budget.

* Assisted with IT department to create new propriety sales order, tracking

and customer support applications to meet growing needs.

* Chaired weekly call center staff training meetings.

* Traveled weekly to Chicago for 9 months, to oversee acquisition, design

and build out of acquired service center operation.

* Responsible for Chicago staffing, and customer service call center

functions that supported corporate training for office in Beverly.

COMMUNITY NEWSPAPER COMPANY 1995 - 2003

Manager of Sales Contact Center

* Redesigned sales process to increase agent performance and customer

satisfaction based on digital recording applications.

* This was a new department, and therefore created a competency-based

hiring approach based on selling skills.

* Managed the design of training programs to insure that all call center

agents delivered the same message to all advertising clients.

* Dealt with instructional design challenges as a result of acquiring new

newspapers that did not use our order system.

* Coached managers on new agent coaching forms, and installed a new call

recording system to pair with side-by-side coaching.

* Reduced agent turnover from 45% down to 12% and improved sales manager

accountability.

* Directed the selection process for new ACD switch, Digital Recording, &

VRU system.

* Established, staffed, and developed the agent training programs currently

in existence with regards to customer service and sales.

* Maintained full responsibility for annual expense budgets for last eight

years and for annual revenue budget ($134 million).

* Excellent technical skills and a understanding of IVR, fax servers and

CTI applications.

* Trained, coached and developed Call Center Supervisors in use of Ultra

applications.

* Developed and implemented operational policies and procedures that

maintained best practices.

* Partnered with Human Resources department to ensure that policies and

procedures were consistently maintained.

* Ensured that stakeholders understood applications and benefits to

business goals.

* Developed and delivered staff training both specific to call centers as

well as to other departments on call center policies and procedures.

ALLMERICA FINANCIAL 1993 - 1995

Telemarketing Manager

* Hired ongoing staff and conducted daily training sessions to maximize

outbound call volumes and managed three calling program managers.

* Provided management with daily/weekly performance analysis.

* Participated in selection process for new outbound dialing application,

(IBM).

* Created new coaching forms to improve areas of concern using new

technologies.

* Identified call and sales volume trends and averages on a monthly and

quarterly basis.

* Monitored staff adherence to schedules and workforce management policies

and procedures and provided feedback to managers on a daily basis.

PROFESSIONAL DEVELOPMENT

Guest speaker at Aspect user conference - "Motivating Your Call Center

Management Team"

Member, New England Contact Center Forum

EDUCATION:

Worcester State College - B.S.

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