Lee Linsky

P.O. Box ***

Silverdale PA. *****

215-***-****

abivjk@r.postjobfree.com

____________________________________________________________________________

_______________________________________

Call Center Manager

Professional Summary

Insightful, proactive and results driven management professional with 20+

years experience in Call Center and Client Services Management with a focus

on the development of Tele-Sales and Customer Service professionals.

Notable success directing and managing a broad range of Business to

Business and Business to Consumer call center programs for Fortune 500

companies in the Publishing, Insurance and Financial Services industries.

Skilled at planning and implementing strategies in support of business

objectives to provide full life cycle project management. Excellent project

and program leadership skills with the ability to coordinate and implement

all phases of project development while managing and motivating a team of

Tele-Sales and Customer Service professionals.

Directed all workflow and activities for 2 call centers which encompassed a

total of 160+ workstations and a staff of up to 250 Customer Service,

Telemarketing, and Licensed Insurance Agents. Monthly inbound call volumes

ranged from 40k - 80k customer support calls. Outbound telemarketing call

volumes averaged 300k+ contacts per month.

Call Center Management Responsibilities

* Report Analysis * Customer Satisfaction

Enhancement

* Cost Reduction Initiatives * Client Account

Management

* Employee Retention & Recruitment * Skill Based

Routing Solutions

* Employee Performance Development * Expert Dialer

Management Strategies

* Telemarketing Sales Techniques * Sales & Customer

Service Training

Professional Experience

NOVO1, Horsham & Bethlehem, PA 1990 - 2010

NOVO1 is a Top 50 Teleservices Agency which provides inbound customer

support and outbound telemarketing sales services within the financial

services, insurance, healthcare, publishing and telecommunications

industries. Client base includes but is not limited to: Advanta

Corporation, GE Financial Assurance, AEGON Group, Bank of America, Wells

Fargo, Chase, Countrywide, GMAC Mortgage Services, Marine Midland, US Bank,

WAMU, J.C. Penny, Highlights Magazine For Children, Prudential Life

Insurance Co., Garden State Life Insurance Co., United Health Care,

Highmark Blue Cross / Blue Shield of Western Pa, Independence Blue Cross,

Keystone HMO and Genworth Financial Services.

Accomplishments

. Turned a struggling facility into a viable profit center within 6 months

of take over

. Reduced payroll costs by over $60,000 annually

. Managed superior employee turnover ratios which reduced recruiting and

training costs by 30%

. Implemented an Employee Recognition Program which developed & maintained

employee moral

. Consistently finished first or in top tier of client sales contests via

Vendor Comparison Reports

. Consistently finished first or in top tier for meeting or exceeding

client quality metrics

. Developed numerous lead management and dialer strategies which resulted

in greater file penetration and sales to contact ratio's - clients shared

these unique strategies with their other vendors which significantly

improved their bottom line

. Developed formalized quality assurance guidelines and training programs

for all projects

. Developed a proprietary software program to analyze file segments for

greater file penetration and improved sales ratios

General Responsibilities

. Complete planning, training, scheduling, implementation and development

of all inbound and outbound sales and customer care projects

. Manage the customer experience and quality levels for all inbound and

outbound programs

. Develop daily-weekly-monthly workflow plans plus manpower schedules and

program assignments

. Interface daily with clients to ensure project metrics are met and

develop action plans

. Manage employee attendance and time off requests

. Analyze call results and volumes to maximize productivity, list

penetration and customer satisfaction

. Manage payroll and staffing levels plus P&L responsibilities

. Develop and implement incentives, contests and bonuses

. Meet all regulatory and compliance requirements

. Manage over two dozen sales and customer service programs simultaneously

. Develop training materials to enhance performance for all inbound and

outbound projects

. Coordinate program development between Client, IT Department and Account

Management

. Manage Human Resources, Payroll, Quality Assurance and New Hire Training

departments

Core Competencies

. Strong management, people, and problem solving skills

. Ability to work in a fast paced and multi-tasking environment

. Capable of working both independently and in a team-oriented environment

. Proactive management style to identify problems early and develop

corrective action plans

. Sales and Customer Service script and training program development

. Development of Quality Assurance guidelines and supportive training

materials

. Strong analytical skills for interpreting call statistics

. Strong sales and customer service skills

. Extensive knowledge of Dialer and lead management techniques for outbound

sales projects

. Skills based call routing strategies for inbound customer service calls

on ACD system.

Photocommunications, Jenkintown, PA 1988-

1990

Photocommunications is a corporate meeting production company that

specializes in producing annual sales meetings and new product launch

meetings for Fortune 500 companies.

. Developed qualified leads and set appointments with company executives

for outside sales force

. Created in excess of $1.5M of new business through lead acquisition and

appointment setting efforts

Education

B.A. Business Administration Spring Garden College 1982

Course work completed in:

. Call Center Supervision & Management

. Department of Labor Law Guidelines

. Human Resource Functions and Benefit Administration

Contact this candidate