Manager Service

DARREN GOODMAN

South Jordan, Utah

Phone: 801-***-****

Email: ******@*****.***

Overview:

I am app lying fo r a po sit io n as the Global Call Center Custo mer Care Manager, where I can use my e xt ens ive

exper ie nce as a ca ll ce nt er manager to deve lo p t eams o f supervis o rs, agent s, and CSR’S, to exceed met r ics/kp i’s fo r

t he t eams, depart me nt, and t he call ce nt er. I was part o f t he fac ilit at io n o f t he desig n, deve lop me nt, and

imp le me nt at io n o f a co mprehe ns ive needs/so lut io n based service and ca ll ce nt er po lic ie s/pro cedures in, t aking an

appro ach t hat is a unique fit fo r yo ur go als and o bject ive s. Thro ugh ongo ing learning and deve lop me nt I can

t rans fo rm this ca ll ce nt er int o a success fu l, st ruct ured t eam while ma int a in ing hig h cu sto mer suppo rt leve ls increase

custo mer sat is fact io n( int erna l a nd ext erna l ), and st aff ret ent io n. In o rder to pro duce a hig hly succe ss fu l ce nt er t hat

co ns ist ent ly e xceed s KPI’S and ot her met ric s, I deve lo ped and ma naged t he per fo rma nce o f my depart me nt /call

cent er and t rained t hem o n ho w to ma nage t he service/sa les pro cess. I deve lo ped my depart me nt to be able to

pro perly pro be, suppo rt, deve lo p t he ir market, bu ild relat io ns hip s, and deve lo p to p not ch service le ve ls whe n

he lp ing custo mers or mak ing sa les. I have a lso he lped deve lo p t he agent and superviso r recruit me nt /hir ing pro cesses

and pro cedures alo ng w it h ca ll ce nt er po lic ie s and pro cedures i.e. att endance po lic y. Wit h t he a bo ve sk ills, co upled

w it h my abilit y t o fo recast, budget, ma int a in ver y pro fit a ble P & L, deve lo p act io n and per fo r ma nce p la ns, recruit

t he be st, yo u have a ver y we ll ro unded, hig hly mo t ivat ed candidat e fo r t he po sit io n o f Global Call Center Custo mer

Care Manager.

WORK EXPERIENCE

COMCAST

Call Center Manager We st Division Sandy, Utah 2011 -Present

Customer Care

Deve loped succe ss fu l ma nagers and super viso rs( inc lud ing fro nt line) t hro ugh co aching to perfo rma nc e

need s, est ablis hing c lear go als, effect ive lines o f co mmu nicat io n. Bu ilt po sit ive re lat io ns hip s by s har ing

visio n a mo ng t eam me mbers.

Deve loped superviso rs and ma nager’s so ft sk ills, to increase da ily pro duct ivit y, wo rk flo w pro cesses and

enha nced e mp lo ye e re lat io ns hip s.

Deve loped and imp le me nt ed o perat io na l pro cedures/pract ices t hro ugho ut t he call ce nt er.

I mp le me nt ed co ns ist ent pract ices in custo mer serv ice pro cedures, perfo rma nce e va luat io ns, qualit y ca ll

eva luat io ns, leaders hip deve lop me nt pro cesses and call ce nt er co aching/ me nto ring pro cesses.

Perfo r med o n-go ing busine ss ana lys is, imp le me nt ed new st rat egies and measure me nt s t hat increa sed

pro duct ivit y.

Co nduct ed needs assess me nt s, bot h kno w ledge and sk ill ba sed to determine spec ific needs fo r t he

depart me nt and call ce nt er. This led to imp le me nt ing a le verag ing yo ur st rengt h me ntor pro gram.

Served Int ernet, Pho ne, Cable, Wire le ss, Ho me Au to mat io n, Sec urit y/ Alar ms, a nd Service

Cert ified t hro ugh Co mcast Univers it y to int erview, and hire age nt s and superviso rs. Led t he int erview

pro cess and meet and greet gro up int erview pro cess, as we ll as hir ing ca librat io ns.

I mp le me nt ed beha vio ra l co aching/net wo rking to deve lo p, ma nage up, and pro mot e superviso rs and agent s

w it hin t he ca ll ce nt er.

Able t o ma int a in my depart me nt o f 10 superviso rs and 175 agent s to meet and exceed all sco recard met rics

while per fo r ming mu lt ip le pro ject s fo r t he ca ll ce nt er - t raining o ut side ve ndo rs o n o ur pro cess and

pro cedures to increa se t he ir t otal do llars co llect ed and custo mer ret ent io n.

Led by bu ild ing re lat io ns hips and le verag ing st rengt hs w it hin t he depart me nt to increase o ur effic ie nc ies

and pro duct ivit y.

Ut ilized ince nt ives t hro ugho ut t he ca ll ce nt er in o rder to bu ild mo ra le, sho w apprec iat io n, and increas e o ur

e ffo rt s and service le ve ls where we see t he need.

2012 Go ld Meda l Winner in t he Mo unt a in Reg io n fo r ded icat io n to o ur go al o f One Co mcast to st andard ize

pro cesses and pro cedures wit hin o ur call ce nt er and o ut side ve ndo rs.

Bu ilt re lat io ns hips w it h st affing agenc ies in o rder to pro duce t he mo st qualified cand idat es fo r o ur

co mpet enc ies.

Led depart ment meet ings w it h superviso rs and agent s in o rder to filt er do wn t he co mmu nicat io n fro m

se nio r leaders, bu ild ent husias m aro und po lic ie s and pro cedures.

Depart me nt finis hed t he fir st quart er wit h t he to p sco recard. July – To p Sco recard wit hin t he ca ll ce nt er.

.Achie ved a 95% Credo score as sco red by t he age nt s sho w ing ho w we live o ur to uchsto nes.

He lp Fac ilit at e beha vio ra l based servic e and sa les us ing INSIGHTS, and P.S. S (Pro fe ss io na l ser vice and

sa les sk ills) in o rder to increa se custo mer -agent exper ie nce as we ll as t he super viso r -agent experie nce. T his

increa se t he qua lit y a nd e ffect ive ness o f co aching and decreased att rit io n.

Cha lle nged super viso rs to be creat ive, and inno vat io n. Built t rust in o ur leaders a nd o rganizat io n.

Bu ilt a t eam e nviro nme nt where t he correct beha vio rs are rewarded. Drive per fo r ma nce t hro ugh co nstant

co mmu nicat io n and mot ivat ing e mp lo yees ut iliz in g t eam incent ive s and cha lle nges.

TRADING Y OUR PLAN EDUCAT ION / SALES-FINANC IAL SERVICES 2005-2011

Call Center Manager- Customer Care/Sales North Carolina/Utah

Led and deve lo ped t he sa le s and service floo r to le ad t he ir demo graphic market and co mmu nicat e wit h

d ifferent perso na lit ies a nd beha vio rs. Trained service agent s ho w to reco gnize be ha vio rs and t ailo r

service/sa le s appro ach ba sed o n a spec ific set o f c lient beha vio rs in o rder to drive t he service le ve l higher

while meet ing t he ir go al, and bu ild la st ing re lat io nships. This led to a 24%increa se in average dollars

per c lient contact.

Des ig ned, deve lo ped, and imp le me nt ed a co mprehens ive, st ruct ured service curr icu lu m ba sed o n

be ha vio ra l ana lys is o f co nsu mer and sa le s agent s to increase custo mer and st aff ret ent io n. Needs and

solution based service. This led to a 19% increa se in customer retention. As well as a 39% incre ase in

staff retention.

Ana lyzed and set sa les met ric s, or KPI’S. Custo me r service Inde x, co nt act rat e o f custo mer, reve nue per

d ist r ict, average do llar gained, me mbers hip add it io n and att rit io n, d ist rict act ivit y, re ve nue per agent,,

va lue per co nt act, and dia ls were used to deve lo p service age nt s in o rder to exceed mo nt hly a nd quartle y

go als. Goals were e xceeded 17 straight quarters.

Week ly/da ily mo nito ring and review s o f sa le s/serv ice ca lls t o pro vide per fo r ma nce p la ns and st rat egic

co aching sessio ns w it h super viso rs in t he depart me nt . Held ca ll ca librat io n se ss io ns.

Ro le p la y a nd mo ck sit uat io na l ser vice t raining in o rder to develo p pro per custo mer o bject io n reso lut io ns.

Set struct ure o f service appro ach in o rder to be able to mo nito r where pro ble ms in t he service pro cess arise

as to be able to deve lo p t hat aspect o f t he agent ’s sk ill set . Deve lo ped mo nt hly, quart erly, a nd annua l

reviews ba sed o n met rics set fo r t he divis io n a nd dist r ict s.

T each, deve lo p, and have co nt inua l t raining o n t he suppo rt phase o f ser vice appro ach to train agent s ho w to

de mo nst rat e t he rele va nt feat ures and bene fit s to our clie nt s based o n t he ir needs.

Deve loped market ing p la ns a nd st rat egy t o increase reve nue in spec ific de mo grap hics. This co inc ided w it h

Nat io na l market ing st rategie s. This led to an increase in revenue fo r the division at $400,000 per month

or $4, 000,000 per year.

T rained st aff o n ho w to increase pro duct io n and reve nue by us ing a t ailo red o pening, pro bing, suppo rt ing,

and c lo s ing set o f st at eme nt s t hat capt ures clie nt ’s att ent io n a nd bu ilds va lue in o ur service and a lo ng

la st ing relat io ns hip.

Ut ilized CRM so ft ware and dat a min ing so ft ware in o rder to run campa ig ns to o ur divis io n de mo graphic

and ana lyze what effect each campa ig n had o n o ur reve nue. This a llo wed me to deve lo p campa ig ns fo r o ur

agent s to run in t he ir lo cat io n.

De mo nst rat e t he va lue o f o ur pro duct s and service s to o ur st aff and c lie nt s a like. Led by e xa mp le in o rd er

to demo nst rat e t he pro cess I had imp le me nt ed.

Mo nito red t he agent s in t he ir p ho ne sit uat io ns in o rder to det ermine t he e ffect ive ne ss o f t he ir servic e

appro ach and in what areas o f t hat appro ach we ne ed to deve lo p. Pro vided feed back and act io n p la ns o n

what areas o f o pport unit ies need to be deve lo ped as we ll as a ll part s o f SWOT we need to wo rk o n and

w it h. S.W. O.T –STRENGT HS, WE AKNESS, OPPORTUNITY, THREATS.

Able t o t ake co mp le x info r mat io n and br ing it do wn to a le ve l t hat is eas ily u nderst oo d by c l ie nt s and st aff

a like.

Fo recast ing, budget ing, fo recast ing st affing needs and prepar ing t he st a ff fo r met ric s/go a ls a nd a sc he du le

to meet t ho se needs and go als. This was do ne o n a mo nt hly bas is.

I mp le me nt ed strat egies, scr ipt s, pro duct deve lop ment, fo r co mpa ny a nd st a ff. He ld d ivis io na l a nd d is t rict

meet ings and o pen ho use s to he lp deve lo p agent s, and hear c lie nt ’s need s.

Prepared present at io ns, via co mput er, pho ne, and web co nfere nce.

Sat in o n a ll int erviews and fac ilit at ed t he hir ing pro cess in o rder to select t ho se cand idat es t hat are t he mo st

hig hly qua lified to demo nst rat e t he appro ach and co mpet enc ie s need to be success fu l.

Hand s o n appro ach wit h superviso rs and agent s in o rder to inst ill t hat co mpa ny va lue s and po lic ies w ere

filt ered do wn t he line.

GCG FINANCIAL Colorado 2003-2005

Inside Sales Trainer / Sales Manager

HOLD BROTHERS Colorado/ New York City 1997-2001

Head Sales Leader, Trader Manager, Trader

EDUCATION Universit y o f Flo r ida - Psyc ho log y/Mino r Fina nc e 1993- 1997

COMPUTER SKILLS

Windo ws- All Operat ing s yst ems, SAP, PE OPLESOFT, CRM So ft ware, AVAY A, Dat abase Ma nageme nt

MS O ffice – Pro fic ie nt in E xce l, Po werPo int, MS Mo ne y

Web a nd video co nference, pro jecto rs, audio /visua l equ ip me nt

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