Customer Service Sales

Douglas Giffin

*** *. *** ******, **** **** ( Milwaukee, Wisconsin 53204

414-***-**** ( abjjyx@r.postjobfree.com

MANAGEMENT: Client Service, Call Center, Training

Successful manager with over 20 years of professional experience for

positions leading call center operations, client services, and corporate

training across industries. Proven ability to hire, train, coach, evaluate,

and supervise sales and service employees in call center settings.

Expertise maintaining service levels and call quality for compliance with

contract requirements and organizational goals. Consistently manage and

complete projects to meet timeline, budget, and accuracy guidelines.

Core Competencies

Call Center Management ( Customer Service & Relationships ( Staff Training

& Leadership

Management Training ( Call Center Scheduling & Forecasting ( Efficiency &

Productivity

Employee Mentoring & Coaching ( Project & Program Management ( Quality

Assurance

Communication & Presentation ( Real-Time Monitoring ( Technology Systems &

Tools

PROFESSIONAL EXPERIENCE

Wells Fargo, Milwaukee, Wisconsin ( 2009 to Present

International financial services company with over $98 billion in revenues

and 275,000 employees.

Loan Administration Manager

Train, mentor, motivate, and lead loan servicing call center employee team

to meet corporate targets and metrics. Prepare schedules with forecasting

department and monitor calls to ensure quality of service and loss

mitigation solutions for mortgage clients. Organize staff/management

training curriculum and hiring processes. Research and report on high-level

client inquiries for company President. Deliver key projects to meet

accuracy and budget guidelines.

Specific Accomplishments:

. Consistently achieve top team quality scores in call center at 95% or

higher.

. Hand selected to provide interim Assistant Vice President functions.

WageWorks, Mequon, Wisconsin ( 2007 to 2009

Inc. 500 company outsourcing benefits for clients such as Ford, Coca Cola,

and Wells Fargo.

Call Center Supervisor

Managed 20-member phone representative team providing benefits information

for client employees, including on flexible spending accounts, health

savings accounts, and COBRA. Provided quality assurance to maintain optimum

service levels. Scheduled, monitored, and trained staff. Orchestrated and

completed special projects as needed.

Specific Accomplishments:

. Built and educated top-performing team across 4 call centers.

. Instrumental in company meeting service level requirements for 24

consecutive months.

. Developed employee recognition and inventive programs adopted enterprise-

wide.

Douglas Giffin ( Page 2 ( abjjyx@r.postjobfree.com

AtomicPark.com, Milwaukee, Wisconsin ( 2003 to 2007

Online computer software and hardware retailer with 40 employees.

Client Service & Sales Director

Designed and drove complete call center structure, including hiring,

developing, and supervising phone team of over 15 sales and service

personnel. Devised client retention programs, vendor sales programs, and

marketing strategies. Implemented telephone systems and real-time

management.

Specific Accomplishments:

. Integral role in sales increase from $24 million to $40 million.

. Created employee handbook and procedures, including training and quality

assurance.

. Earned MMAC/Small Business Times Future 50 Award, Business Journal Mid-

Market Growth Award, and Business Journal Beyond the Paycheck Award.

Assurant / Fortis Health, Milwaukee, Wisconsin ( 1989 to 2002

Specialty insurance company with over $8 billion in annual revenues.

Project Leader / Training Coordinator

Managed all aspects of projects in alignment with corporate schedule,

budget, and quality goals. Oriented new employees, devised training

materials/processes, and spearheaded client service skills training company-

wide. Trained and led telephone representatives and claims processors.

Specific Accomplishments:

. Created company's first customer service website and department intranet

site.

. Revamped standardized correspondence for improved communications and

legal compliance.

. Earned numerous promotions due to level of performance and productivity.

EDUCATION & TRAINING

Behavioral Analytics / eLoyalty

DDI / Targeted Selection

Information Mapping

Seven Habits of Highly Effective People

Undergraduate Studies - University of Wisconsin, Milwaukee

PRESENTATIONS

International Quality & Productivity Center Call Center Week - Advertised

Speaker

International Quality & Productivity Center Call Center Measurement Summit

- Featured Speaker

COMPUTER SKILLS

Avaya CMS, IEX, Witness/Blue Pumpkin, Adobe Photoshop, Microsoft Office

(Word, Excel, PowerPoint, Outlook)

Contact this candidate