Customer Service Manager

Mr. Huley B Hollingworth II

**** ** **** ****** - ********** Lakes, FL 33311 - 954-***-****

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

Goal Oriented team player with strong troubleshooting and analytical

skills. Ability to balance, prioritizes, and manages multiple tasks

simultaneously. Strong customer service experience. Very resourceful with

excellent written and verbal communication skills.

Skills

. Banner, UPO, UniSearch

. Forecasting, Scheduling, Kronos

. Microsoft Outlook, Microsoft Excel, Microsoft Word

. Call Allocation, Call Routing, Crystal Enterprise, Ayaya

. Real - Time Adherence (RTA), EWorkforce Management(TCS), GMT Planet,

Genesys, Microsoft Word

Experience

Workforce Analyst, Interval International Kendall, FL

10/2010 - 08/2011

. Analyze call performance and staffing statistics to make

recommendations for improved service, cost metrics and scheduling

recommendations.

. Collect requirements for new project needs from key stakeholders

within the project, documenting and taking action as necessary.

. Assist Call Center in staffing and forecasting to understand call

center metrics and performance through various communication methods;

including but not limited to breeze sessions, conference calls and

training sessions.

. Ability to analyze and coordinate new client implementations by

coordinating routing options, agent group availability, scheduling

options to support the client performance requirements

. Recommend and conduct shift bids or alignments to ensure staff is

scheduled with the volume patterns.

. Maintain Call Center Operations tools and dB's to support reporting

and analysis of performance -future, present and past.

. Assist with staff planning preparation and delivery.

. Coordinate activities with Call Center Customer Service Operations

team to ensure calls shared with account and call centers meet

performance and staffing requirements

. Lead staff planning call with various partners, to ensure the plan is

accurate and inclusive of all necessary components (idle, schedule

overhead, etc)

Admission Management Speicalist, Nova Southeastern University

Davie, FL 08/2009-10/2010

. Responsible for outbound/inbound calling and advising applicants

during the admissions process.

. Responsible for responding to inquires from applicants, NSU programs,

and divisional admissions documents inquires.

. Essential Job Functions: Provide telephone counseling and advisement

services to applicants relative to the admissions process.

. Answer telephone lines and forward to appropriate AMS supervisor and

staff.

. Answer inquiries regarding AMS processes. Contact applicants regarding

admissions documents/status.

. Review documents received and update applicant status. Respond to

emails from prospective students regarding the admissions process.

Perform follow-ups as outlined with prospective students. Provide

administrative assistance to the AMS Supervisor. Perform other duties

as assigned.

Workforce Analyst, PRC Sunrise, FL

7/2005- 4/2009

. Performs regular review and monitoring of call volumes, patterns,

productivity, and other activities of call center agents to ensure

appropriate traffic and servicing levels are maintained.

. Accurate monitoring of telephone traffic and staffing levels.

Distributes exception logs to Operations Managers, Shift Managers and

Supervisors; continually calls all team members not available to

customers, in an effort to keep them engaged.

. Reviews contact center trends, including call volume, call patterns,

staff productivity, attrition rates, and resource allocation to

maintain appropriate staffing levels over a three (3) week period.

. Documents all schedule exceptions Other Related Duties Check for

telephone messages left by CSR's who are sick or that will be late

Assist scheduler/Shift Manager (each morning) with production and

distribution of revised work schedules. Assist scheduler/Shift Manager

in reviewing agent requests for time off such as vacation and personal

days.

. Manage upkeep of data within the Aspect eWorkforce tool for all non-

exempt employees in the center. Utilize CentreVu (CMS), Real Time

Adherence (RTA), EWorkforce Management and AIM Call to validate data

and troubleshoot programs missing client and recommend appropriate

solutions or strategies to impact the program.

. Develop program forecasting at all levels utilizing day of week

factors, weekly factors, month over month and year over year actual

data. Using current shrinkage and attrition project potential training

class needs to meet volume projections. Facilitate data gathering,

problem resolution and decision making sessions with multiple levels

of the Operations Team.

. Proactively make staffing/ forecasting recommendations and trend

analysis (including shift bids and overtime placement) to the General

Manager and Operations team for consistency in service level,

occupancy and financial metrics delivery.

Force Desk Analyst, PRC Sunrise, FL

12/2003- 7/2005

. Manage the call queues in a real time mode for multiple accounts,

managing employees' breaks, lunches and offline functions to ensure

service metrics are met consistently. I accomplish this by working

with Operations team to analyze data and trends and assist each

program meet and exceed their program metric goals.

. Furthermore, communicating with management as needed regarding the

status of the call center floor and matters that may negatively impact

performance. In addition, duties as a Force Desk include ensuring that

all TSR are logged into the phones, taking calls where and when we

expect them to be there, which includes Changing splits and monitoring

CMS for excessive talk time, AUX work or After Call Work (ACW) and

communicating their support need directly to the TSR and Team Manager.

. Monitor Real Time Adherence (RTA) to ensure agents are compliant to

their schedule, communicating any schedule compliance issues directly

to the Team Manager or Operations Manager for resolution.

. I am also responsible for real time administrations of all schedules/

exceptions to the schedules and provide the Team Managers with

necessary EWF and attendance reports on a daily or real time basis in

preparation of their shift. Complete daily and weekly reports as

necessary. Other duties as requested by operation by the Operation

Managers of each account.

CSR/Team Lead, PRC Sunrise, FL 3/2003-

12/2003

. Leadership skills to ensure the Inbound Representatives are providing

customer satisfaction.

. Communicate with each representative and customer in a clear and

concise manner; ensure the handling every call professionally

following the policies and procedures of client.

. Focus on coaching and development of agents. Maintain positive

employee relations to ensure low attrition and high attendance.

. Representative weekly for at least 15 minutes to review performance,

provide any necessary direction or guidance and set goals for future

week. Facilitate daily agent coaching and development sessions in both

written and verbal format.

Education

Dillard High School - Ft. Lauderdale FL - 8/1998-6/2001-Diploma

Nova Southeastern University - Criminal Justice and Business Administration

- Davie, FL 2010-current

QUALIFICATION SUMMARY: In process of completing 2 degrees for bachelors

degree in Criminal Justice and Business Administration. Passionate, goal-

oriented, dynamic and organized professional with over 7 year's extensive

and commendable growth in operations. I'm internal/external customer

support for a Fortune 500 company. Demonstrated exceptional planning and

organizational skills coupled with strong knowledge in communications,

business relationships and data analysis/trends. Versatile, self-

motivated, and team player with a "can-do" and positive work attitude.

AREAS OF ( Customer Service & Support

EXPERTISE: ( Customer Relationship Management ( Property

Management

( Workforce/Operations Management ( Performance

Metrics & Improvement

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