Manager Sales
Resume:
Phone 903-***-**** . E-mail abhizn@r.postjobfree.com
Ed Padilla
Objective
To obtain a call center consultant position that will allow me
to fully utilize my operations and workforce management call
center experience in strategic areas and also ensure my own
and my employer's professional growth and profitability.
Work experience
2007 - Present
MAXIMUS, Inc. Athens, TX
Children's Health Insurance Program Call Center Operations Manager
(2010-2011)
Manage the Athens CHIP call center operations site for the State of
Texas, with 5 exempt supervisors, 6 Quality Control Technicians, 50
CCRs, and 2 WFM analysts.
Analyze and report data at regular intervals including daily, weekly,
monthly, and yearly for trends to determine areas of congratulations
or areas of needed improvement
Serve as the CHIP WFM manager over the Athens and Midland CHIP
facilities as well as the lead WFM manager of the MAXIMUS State of
Texas call centers
Coordinate and plan strategic and tactical level staffing and planning
of necessary training.
Continue exceeding all production and quality KPR requirements, a goal
which has been met for over 3 years.
Immediately responsible for the Athens call center facility in all
respects in the absence of the Athens Site Manger.
Call Center Eligibility Services Workforce Manager (2007-2010)
Effectively manage 8 exempt Workforce Analysts servicing the
Eligibility Services, Enrollment Broker, Texas Health Steps, and
Children's Health Insurance Programs, over multiple call center sites.
Create and maintain personnel data, shift standards, work hours, for
over 800 CCR's.
Work with and advise call center site directors and managers about
forecast call volumes and staffing requirements for up to 40k inbound
calls daily, and 2k daily outbound campaigns on Predictive Dialers.
Provide training to CCRs and management in the use of WFOS software
and reports.
Provide regular and on demand reports to management regarding call
center workforce performance, call center production, and adherence to
attendance policy.
Provide supervisors and management with performance data to be used in
team and individual performance reviews.
Collect, analyze, interpret, and summarize data in preparation of
statistical and analytical reports.
Responsible for short and long range planning to optimize staffing in
order to achieve service levels.
Monitor service levels and productivity at appropriate intervals and
perform adjustments to work schedules as necessary.
2005 - 2007 Merrill Corporation Dallas, TX
Print Lead Tech / Trainer II
Responsible for creating, manipulation, quality control, and
processing of client databases of legal documents for large legal
firms and other clients.
Prioritize projects and ensure their timely completion by supervising
and training up to 6 employees.
Utilize excellent communication skills with clients to ensure their
needs are met or exceeded
United Parcel Service Dallas,
TX
Security and Damage Recovery Specialist
Manage 8 office staff employees and claims training for 25 district
office supervisors
Audit shipper accounts and shipment loads for proper packaging
techniques and reported results to account executives and customers.
Analyze weekly reports for high damage shippers and develop a plan of
action for claims reductions.
Responsible for overall claim reduction for the North Texas district,
reducing claims paid by $480k in 2003 and over $900k in 2004.
1996-2002 APAC Customer Service (UPS) Fort
Worth, TX
West Region Package Information Regional Supervisor/Manager
Manage over 60 Package Information Associates for a 10 state region.
Analyze and implement plans for inbound and outbound call volume.
As an Assistant Operations Manager, schedule workforce for maximum
efficiency, at times managing 8 supervisors and over 600 employees for
the inbound and outbound call center.
Increased responsibilities from CSR, CS Supervisor, CS Assistant Ops
Manager and held positions in Workforce Management and Training.
1998 Winning Strategies
Canton, TX
Call Center Evening Manager
Hire, train, develop, and manage 48 TeleServices Representatives in
the outbound call center.
Develop campaigns and projects regarding appointment setting,
political polling, donation solicitation, and product sales.
1995-1996 Sales Curve Interactive
Marina del Rey, CA
Sales Representative and Technical Support
Responsible for software product sales at trade shows and marketing
meetings with prospective clients.
Software development and beta testing for both hardware and software
products.
1993-1995 Software, Etc.
Philadelphia, PA
Store Manager
Direct and manage up to 10 employees in a software retail environment.
Managed 8 different stores including the district #1 store with over
$1.2 million in annual sales.
Education
Trinity Valley Community College Athens, TX
Currently Enrolled, History Major
Tidewater Technical Institute Newport News, VA
Computer Specialist Diploma
Graduated with a 3.8 GPA
Virginia Polytechnic Institute and State Univ. Blacksburg,
VA
36 Credit hours in Engineering
Denbigh High School Newport News,
VA
Advanced Honors Diploma
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