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Management Customer Service

Location:
San Diego, CA
Posted:
October 05, 2013

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Resume:

Anthony Tate

662-***-****

********@*****.***

****************@*****.***

Summary:

Recognition of call center analytics and a healthy understanding of Change Management policies

and procedures, how to create supporting functions to monitor and allow policy to be adhered to

while tracking, adjusting, and validating all Operational Change Requests and ensured for all

SLA’s are updated, maintained and communicated in a productive and successive method by

defining business strategy, documentation, reporting.

Change Management process Leader on multiple projects for Universal HealthCare, United

HealthCare Group and Verizon formally known as GTE.

Also having an understanding of the business requirements and expectations from a WFM

perspective allows better optimization of Over/Under (O/U) and Occupancy per interval to 80%

metrics or better versus straight Service Level trending. Also, utilizing IEX and CMS applications

to keep and monitor Average Handle Times (AHT) and Average Speed of Answer (ASA) low.

ITIL based Incident Management and Project Management. Personal strengths and skills include

the ability to troubleshoot complex situations, high quality work ethic and commitment, attention to

detail, management and prioritization of critical outage incidents, best in class customer service,

strong dedication to the business and the ability to multi task core critical operations at a high

level.

Utilized ITIL Methodology to perform Project Management within the Problem Management

Environment, to include documenting the process for the entire Problem Management

Organization.

Problem Management activities. Created and published the processes and procedures for all

Command Center Operational positions

Access Database for use as a knowledge base and to track all the logging for the Problem

Managers. Also implemented a change control and data retention scheme for the Problem

Management team to insure of proper integrity and availability.

Work Experience

Universal Health Care

Manager of Command Center Operations/Process

July 2010 – Present

Managed all new and modified change processes for Enterprise (270) agents in St. Petersburg,

FL and (350) agents in Jackson, MS

Creating of all SOP’s with regards to operational process for business models, implementing of

process throughout infrastructure and crossovers with Vendors. This includes working closely with

I.T. Departments, in house and within vendors, creating Bata models for testing, analyzing

outcome of testing and communicating that to executive management.

Determining whether we are in line with the business model and setting reasonable target start

dates and completion dates of applications based on business needs.

Create/revise Incentive plan for MSR and Telesales groups

Developed new IVR flow chart routing and implementation of routing process for UNIVHC.

Created Shift Bids for the Jackson, MS and St. Petersburg, FL locations.

Regular auditing of Center tasks to ensure SLAs are being reached

Managed the creation of Schedules, Tour groups and Templates in IEX

ITIL function included Continued discussions with IT groups to provide technical and current data

on actions initiated, current status and projected completion dates

Creating analysis with ITIL application to categorize any incident or diagnose with regards to

change management process.

Utilize ITIL to capture glitches that happened during process changes. Also to track KPI’s to

measure the effectiveness of the change. Etc.

Created and lead in the development of a new application database that would ensure IEX Total

View and Five9 application can communicate with each other for sole purpose of establishing a

cloud base environment.

Created Command Center Operations procedure process

Authored/Implemented Incident Management process: This increased the level of proficiency and

decreased inaccurate IT (issues) across company infrastructure.

Production/Operational support including incident tracking and reporting SLA’s, incident analytics,

implementation and authoring of newly supported tools and training

Active communication with upper management on changes processes and suggestions on how to

better improve on overall business model and implementation of action on model.

Create staffing metrics for new line of business and overall site performance

Establish new schedule patterns sets

Manage all production related Release Engineering activities, including Change Management.

Monitor and manage server performance

Initiate application downloads and maintain system integrity across UNIVHC infrastructure.

Closely monitor ITIL daily to ensure data pertinent to change management is being documented

accurately and clearly. Ensuring that there is collaboration with IT departments on time sensitive

items that have overall impact on current Change process.

United Health Group

Sr. NOC/Workforce Supervisor January 2008 – July

2010

Manage Virtual NOC/Workforce Call Center Operations for Secure Horizon Ovations Telesales

group and Enterprises Telesales group for United Health Group.

Lead War room meetings on change management process with departmental heads to ensure

consistency and real time updates on each phase of project.

Responsibilities include Change management process/procedures, Vendor Management:

recommending, documenting, monitoring and updating RTA processes for our internal and

external vendors. (Systems used to this end include CMS, IEX and Network reporting)

Review overall optimization of infrastructure and its ability to maintain a stable platform for new

system integration

ITIL used to support findings and outcome during each phase of a change management process

Manage the overall operational functions of application integration, testing and system integrity for

business models that determined optimal success with level 1 customer service.

ITIL= technical logs providing detail description on implementations, showing time stamps and

cause.

Required Vendor analysis to maintain each vendor were meeting the agreed upon requirements

set by UHG

Created change process to ensure vendor requirements aligned with UHG, providing same

process recognition between companies. Impacting over 2500 agents within UHG. Over 800 with

additional vendor support.

Identify and resolve call routing problems, RTA concerns such as adherence, occupancy and

exceptions/shrinkage that have direct negative impact on call volume and service levels.

ITIL use to set up real time observation of network integration with wireless and hard line vendors

Managed Support functions which include pre and post go live activities, testing, and incident

tracking of all Change Requests including incident analytics/reporting for Sr. Leadership

Provides on going training and adheres to all Best Practice standards for all Change

Management, Problem/Incident Management, Application and infrastructure SLA protocols

Manage a team of 8 regional WFM analysts in a virtual environment; providing needed

performance evaluations, training on workforce procedures and execution of process on daily

functions. Establishing a cohesive environment designed for success

GTE Wireless Inc. /Verizon Wireless, Atlanta, GA

Sr. NOC/Call Center Ops/Disaster Recovery Analyst July 1999

September 2002

Managed and implemented Call Center Change Process and Operations for Central and

Southeastern regions totaling (8) Call Centers.

Building operational models to increase consistency and stability of GTE/Verizon business model

Recommending, designing, documenting, implementing, monitoring and training of business and

technical objectives for GTE Wireless operations nationwide.

Utilize ITIL to document all change process during the transition of creating Disaster Recovery

Manual and all Change Management process models based on business needs.

Manage and implemented all contacts with new 800 routing, Aspect CCT (Call Control Tables),

coordinate call routing activity between AT&T, GTE Telops and GTE Wireless.

Identify and resolve call routing problems while keeping senior management apprised of current

ACD/Network conditions and recommend/execute contingency plans.

Scope: 400 plus toll free numbers routed amongst (8) call centers handling approximately 25

million calls per year.

Designed and implement a new disaster recovery process manual for Verizon Southeast and

Central regions. Identify all (800) numbers, their routing process, primary and secondary

destinations.

Coordinating all actions relevant to a disaster concern within allotted time frames and identifying

all centers capable of handling specific overflow volumes for an extended period of time.

Creating and implementing Disaster Recovery responses on the IVR, providing public awareness

and time lines to our customer base.

Excel Communications Inc. Houston, TX

Call Center Operations Sr. Workforce Analyst March 1996 July

1999

Generated Center A.P.O statistics by agent, team and supervisor, responsible for Aspect and TCS

systems

Monitor and correct adherence concerns by management, along with Call Control Tables and

utilization of trunk groups for Excel Central centers located in Dallas, Reno and Houston.

Generate historical, real time and forecasted call volume based on schedule to actual, shrinkage

analysis, attrition modeling and TCS workforce management reporting.

United States Marine Corps, Camp Pendleton, CA

Communications Control System Specialist October 1988 May

1992

Managed real time Satellite Communication Signal Control Systems on real time relay nets

located from the Atlantic, Pacific and European coasts

Creating windows for specified campaigns, personnel and equipment based on geographical

locations within Saudi Arabia, Somalia Afghanistan Japan, Philippians and Honduras.

Referenced terrain resistance by interfacing with crypto data to field agents

Performed survivability and system effectiveness analysis for counter terrorist operations

Prepared and presented analysis of day to day operations in field with outcome results to Chief of

Staff for Military readiness.

Education:

Mt. San Jacinto College, San Jacinto, CA

AS – Sociology/POSC, POSC Critical Thinking/ Behavior May 1992 February 1994

University of Southern California, Los Angeles, CA

BA – Political Science, POSC Ideology/Political Conflict January 1994 February 1996

Certification/Training

Aspect Custom View Producer, Managing the Aspect ACD Advance Release 7, Custom View Report

Writer, Architect Call Center Control Table Design & Implementation Release7, Aspect Application

Design Workshop, Aspect ACD Release 6, AT&T Rout it (Global Transaction Network), Interactive

Advantage Call Detail Reporting, Communications, Business/Finance Administrations and most recently

Five9 Inbound Call Center Certification, Five9 Outbound Call Center Certification and Five9 Blending Call

Center Certification.

Business Applications:

Window NT, MS office, TCS Workforce Management Systems, Aspect Release 7, Call Center

Management Suite, Access 2.0, Rout it 7.2, CMS, Telnet, HP Open View, Silver link Dialer, PISCM, IEX

Total View, WebEx and Five9.

Affiliations:

I was a member of the Boys Scouts of America where I achieved my Eagle Scout badge as a

young man, # 278.

I am currently a member of the Blue Lodge #4, Houston, TX

I have participated in mentor programs the past 7 years in a number of states first being in

Atlanta, GA, Greenville, SC, and Los Angeles, CA. Currently I participate in the mentoring

program for Universal Healthcare in Ridgeland, MS.

I established The Mt. Elam Brotherhood Association of Mississippi and served as its 1 st elected

President

Vice President of Associated Student Body for Mt. San Jacinto College



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