Customer Service Sales
Resume:
Tim Litchford
Western Springs, IL 60558
**********@*********.***
Customer service resolution Outsource management
Revenue management Project development
Employee training Recruiting
Technology integration Workforce management
Customer Relationship Management Sales Management
OBJECTIVE: I seek a management position in a dynamic organization
committed to growth where my proven management and team building skills,
ability to analyze needs and create effective solutions, leadership
abilities to increase productivity and profits will add value to the
organization and their customers.
PROFESSIONAL SUMMARY: A visionary leader, skilled communicator and team
builder recognized for broad strengths in a highly productive team
environment. I have a proven ability to analyze needs and create effective
solutions that are implemented without interruption to the work flow. Has
introduced strategic and tactical solutions to motivated professionals in a
call center environment that resulted in improved performance, revenues,
market share and profits.
SIGNIFICANT CAREER ACHIEVEMENTS:
OWNACONDO.COM - DIRECTOR OF CUSTOMER CARE/CALL CENTER MANAGER
Oak Brook, IL January 2008 - Current
. Developed Customer Care program policy and procedure manual.
. Managed lead inquiries from inbound/outbound calls, web registrations,
and e-mails
. Managed staffing to workload
. Monitored daily schedules based on real-time analysis
. Staff training, Development, Assessment, Performance Management and
Improvement
. Development and communication of operational procedures
. Participation in new hire orientation
. New Hire training
. Identification of appropriate subject material and other resources for
in-service training
. Routine coaching and mentoring
. Identification of development needs and creation of development plans
to address needs
. Give timely and constructive feedback on poor or problem performance
. Make and implement recommendations for performance improvement
. Helped to create and maintain a high performance environment:
Encourage staff to strive for excellence
. Build teamwork and collaboration
. Participate in team efforts with the purpose of reaching goals
consistent with the company
. Encourage team members to set personal goals in support of company
goals
. Develop company reporting to track and measure performance on a timely
basis
. Analyze and communicate performance quality to company executives
. Create reports and analytics to executive staff
. Created scripts for call center agents to qualify potential customers
for an outbound call center.
. Developed work flow processes for Customer Care inquiry resolution.
. Created reporting requirements for analysis of leads for executive
management on a daily, weekly, and monthly basis.
. Managed Goldmine (CRM) database categorizing lead generation to
determine effectiveness of marketing campaigns.
. Conducted customer service surveys for customers, clients, and co-
brokers.
. Developed and conducted company Goldmine Lead Management System (CRM)
training program.
. Qualified lead inquiries based on type and urgency distributing leads
to the appropriate sales agent.
. Developed new opportunities for areas of business not currently in the
business plan and developing action plans to capture these customers.
. Evaluated the current Customer Relationship Management (Goldmine) and
recommended changes maximizing ease of function for all users.
MORTGAGE COMPANY OF AMERICA - CONSULTANT
Nashville, TN March 2007 - January 2008
. Analysis of the viability for a call center function within the
current business structure to improve lead generation.
. Full analysis of all clients in each of the current 6 states as well
as other states as added. Based on analysis, information is turned
over to Account Executives for their use in setting appointments with
clients,
. Reviewed all licensing requirements and continuing education
requirements for each state and assured requirements are met.
AMERIQUEST MORTGAGE CORP - CALL CENTER/GROUP MANAGER Schaumburg, IL
July 2006 - March 2007
. Managed, coordinated, and oversee day to day activities of the call
center to ensure that related operations run smoothly and efficiently.
. Lead in the development of call center programs and process
improvements that enhanced the level of internal and external customer
service.
. Attained service levels of performance measurements in relation to
quality of service, reliability, availability, and attendance.
. Maintain a positive employee relations climate that supports high
performing teams.
. Identified duties and responsibilities for Supervisors and Team Leads
to produce revenue and profits.
. Coached and counseled to guide Supervisor development.
. Conducted performance counseling with Supervisors regarding
performance for Customer Care Representatives and Team Leads.
. Met with Supervisors as a team and individually on a regularly
established basis to provide strategic guidance and share
responsibility for surfacing opportunities.
. Integrated AVAYA telephony and CRM technologies for a productive
environment.
. Developed action plans designed to provide support for customer
programs and initiatives.
. Participated in cross-functional teams whose initiatives effect center
operations and customer service.
. Assisted with the training department to identify and provide training
for Supervisors, Team Leads, and Customer Care Representatives.
. Interviewed and hired qualified sales associates for the call center.
. Initiated Workforce Management policies and procedures.
. Developed matrices for inbound and outbound call volume to maximize
production goals.
. Developed sales volume forecasts and managed staff to meet their goals
significantly improving conversion, revenue, and profits.
. Assessed and communicated to the marketing department the quality of
leads to increase the conversion percentage on leads to sales.
. Improved conversion in quality of files submitted to process from 5%
to 20% in a 30 day period.
. Analyzed credit and file quality for approval.
. Resolved customer service issues.
WASHINGTON MUTUAL BANK -CALL CENTER SALES MANAGER/PROJECT CONSULTANT
Downers Grove, IL July 1997 - July 2006
. Improved sales volume by 10% as a result of product development and
personnel management in 1999.
. Increased sales staff by 50% in 1999 through aggressive recruiting
efforts combined with an in-depth training program.
. Exceeded sales volume forecast by 32% in the fourth quarter of 2000.
. Achieved the Exceptional Performance for Customers award in 1999-2001
. Increased the sales staff in an outsource call center from 20 to 120
sales associates from August 2001 to May 2002.
. Developed a career path program enabling three sales associates to be
promoted to Sales Managers.
. Developed Key Performance Indicators for the sales teams enabling the
sales associates to meet company production goals.
. Researched and made recommendations for various compensation programs
that were adopted by the organization.
. Promoted to Project Consultant in the Platform Management department
in 2001.
. Developed with the training department a training guide for the
outsource call center.
. Created and introduced job aids for sales associates to increase
individual and overall production for the outsource call center.
. Developed and initiated production goals maximizing the bonuses for
the sales associates for 3 of the 4 quarters in 2001.
. Achieved the highest increase in production in 2004 and was awarded a
12 day all expense paid trip to Australia.
CENTURY 21 PETROS REALTY, INC - BROKER/OWNER
LaGrange, IL July 1989 - July 1997
. Created and implemented marketing and sales strategies resulting in
increased production from 12.5 million to 20 million.
. Increased sales force by 50% while managing growth and profitability.
. Researched and cost justified installation of a state of the art
telephony system.
. Introduced systems technology to improve overall performance.
EDUCATION:
Bachelor of Science in Social Sciences, graduated with honors, June 1978,
University of Tennessee,
COMMUNITY LEADERSHIP:
LaGrange Area Association of Realtors Board of Directors, 1994-1996
Multiple Listing Service President, 1996
American Youth Soccer Association, Coach
Little League Baseball, Coach and member of the Board of Directors
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