Manager Customer Service

David S. Olsen

**** ********** **** ? Kettering, Ohio 45440

Phone: 937-***-**** Cell: 330-***-****

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

summary

A dedicated, hardworking operations professional with a proven record

of accomplishment in scheduling, staffing, inventory control,

regulatory compliance, sales, hardware/software, upgrades, customer

service, and call centers. Solves problems quickly and maximizes

resources to maintain smooth processes, ensuring the continuous growth

of an organization. Oversees concurrent projects, developing detailed

plans and delegating tasks to achieve goals in a timely manner. Works

closely with clients to secure satisfaction and repeat business,

contributing to the prosperity and longevity of an enterprise.

Comptia A+ and HDI Manager and Analyst Certified.

experience

Anthem Blue Cross and Blue Shield, Youngstown, OH

Customer Service Manager l, 04/2009 - 08/2009

Directed 2 Operations Experts, 1 Administrative assistant, and 27 customer

service advocates. Handling benefit and claims question for members.

Improved quality scores for my team by 20%. Improved customer satisfaction

scores for my team by 10%. Developed an awards program for team members

meeting and exceeding goals.

> Responsible for escalated customer calls and training supervisors to

coordinate calls.

> Resolved 95% of escalations to satisfaction of customers.

> Reviewed call metrics on a daily basis, including call time, hold time,

busy/not-ready time, monitoring scores, and payroll reports.

> Reviewed payroll repots and managed overtime to make sure the team was

being efficient and profitable.

> Utilized to analyze trends and look for areas that needed improvement.

Focus mainly on accuracy of benefits given and customer satisfaction

> Responsible for supervisor and consultant development, motivation,

progressive counseling, coaching, quality monitoring, scheduling,

problem-solving, payroll, and bonuses.

> Created development plans for agents and supervisors.

> Performed Monthly One on One's to ensure that team members were on track

with their statistics and their development plans.

NATIONAL CITY MORTGAGE, Miamisburg, Ohio

Help Desk Operations Manager, 01/2005-10/2008

Contractor with Robert Half Technology, 07/2004-01/2005

Directed team of 14 help desk agents. Managed up to 50 agents indirectly.

Provided support for up to 8,000 users with 20,000 calls per month,

answering calls in fewer than three rings 80% of time. Met goal of service

level at 80%. Maintained occupancy between 65% and 75%. Held

responsibility for staffing levels and schedules of 50 employees.

Scheduled and conducted interviews. Served as liaison with ten preferred

vendors to identify candidates for contract positions and give

feedback/counseling to contract staff. Worked directly with users, tier-2

groups, and management to resolve technical network issues. Revamped after-

hours schedule and policies on time off for employees/contractors.

> Alerted organization regarding system outages, upgrades, and upcoming

downtime/maintenance.

> Troubleshot technical issues with hardware, communication connections,

and programs for internal customers.

> Represented service desk/user community in new project meetings,

ensuring zero adverse effects on functionality of business due to

changes.

> Worked closely with outside departments on technical issues to maintain

data integrity.

> Developed awards program for agents.

> Reorganized schedule to exceed metric goals.

> Utilized reporting to analyze trends and look for areas that needed

improvement.

> Completed Front-line leadership program, saving company $50,000 and

generating net savings of $157,500.

> Developed a cross training program that decreased the departments

contract labor by 8 agents.

> Ensured new programs were implemented smoothly by working directly with

project managers.

> Documented and presented all new process for agents and customers.

> Developed new key metrics and goals for the help desk.

> Worked directly with all levels of management.

> Reorganized monitoring form to be more customer and quality oriented.

> Developed a process to help agents with their professional development.

Moore/Wallace, Logan, Utah

Mail Supervisor, 01/2004-07/2004

Discovery Research Group, Logan, Utah

Call Center Manager, 03/2003 - 09/2003

Managed an outbound research call center of over 250 employees including 4

shift managers and 16 team leaders working 7 days a week from 7AM to 11PM.

Responsible for the overall performance of each project and its

profitability. Responsible for recruitment, hiring, and training programs

as well as scheduling, payroll, bonuses, purchasing and maintaining

equipment and the facility. Responsible for the day-to-day business of

projects, monitoring, daily performance reporting, interviewer development,

handling HR issues, progressive counseling, motivation, and problem

solving. Responsible for the quality of work at the center. Accomplished

goals by monitoring interviewers and holding calibration sessions to help

maintain consistency with the shift managers and team leaders.

> Improved overall performance of the call center by 15%.

> Managed up to 16 research projects at one time for various clients such

as Arbor, The DOD, and Allan Newman Research.

> Developed and implemented new quality and performance metrics.

> Developed and incentive program for supervisors, best performing agents,

and teams.

> Managed up to 16 research projects at one time for various clients such

as Arbor, The DOD, and Allan Newman Research.

> Developed an agent of the month and year program.

> Developed and new schedule to make the center more efficient.

RGIS INVENTORY SPECIALIST, Salt Lake City, Utah

Auditor, 2001-2003

AFFILIATED COMPUTER SERVICES, Sandy, Utah

Operations Manager, 06/2000-01/2001

Transferred Avaya project from out-of-office to in-house program, using one

third of manpower. Managed six team coaches as direct reports, with 130

lead generation agents as indirect reports. Accountable for call time,

call handle time, hold times, leads generated, attendance, overtime,

payroll, and bonuses. Directed the daily business of project, including

monitoring, performance reporting, agent development, human resources

issues, progressive counseling, motivation, problem-solving, client

billing, computer programs setup, and payroll issues.

> Acquired 50% more business for project.

> Created billing processes for the client.

> Created an incentive program for agents

> Developed program to track attendance, hours worked, monitoring scores,

total sales, and bonus information.

> Developed a quality department and monitoring form. Improving quality

90%.

> Enhanced productivity 60% by efficient use of dialers, coaching and

counseling.

> Due to increase quality and increased productivity I acquired 50% more

business for project.

> Developed process to help employees with their professional development.

MarketStar Corp., Ogden, Utah

Team Manager, 03/2000 - 05/2000

Fred Meyer Jewlers, Ogden, Utah

Sales Associate, 10/1999 - 03/2000

CONVERGYS CORPORATION, Ogden, Utah; Salt Lake City, Utah; Cincinnati, Ohio;

Moore, Oklahoma

Operations Manager, 1990-1999

Managed ten supervisors as direct reports with 200 customer service

representatives as indirect reports. Earned top rankings for teams in

center, achieving quality scores of 98% compliance and maintaining time and

budget constraints. Decreased attrition rate of new agents. Created and

managed nesting program with three supervisors, 60 senior agents, and 100

new agents completing training weekly. Coordinated program between two

locations, reducing attrition rate from 25% to 3%. Managed re-age program,

coordinating 60 supervisors in one location and working closely with

additional location/local on-site clients to improve process. Retained

customers and improved satisfaction.

> Held responsibility for escalated customer calls and trained supervisors

to coordinate calls.

> Handled up to five calls per day and 30 calls per week.

> Managed 95% of escalations to satisfaction of customers.

> Directed call metrics, including call time, hold time, busy/not-ready

time, sales, monitoring scores, and payroll reports. Reviewed profit

and loss statements for department teams compared to additional teams.

> Led supervisor and consultant development, motivation, progressive

counseling, coaching, quality monitoring, scheduling, problem-solving,

payroll, and bonuses.

> Played key role in set-up and training of personnel at four facilities

for DIRECTV in Salt Lake City, Utah, Ogden, Utah, Cincinnati, Ohio, and

Moore, Oklahoma.

Technical skills

Network Protocols:

Cisco VPN client

Novel Administration

DNS

Novel Network

SQL

AD Administration

MS Windows 2000/NT/XP

TCP/IP

Windows Server 2003

Operating Systems:

IBM z/OS

Sun/UNIX

AS400 Terminal

MS Windows 2000/NT/XP

Enterprise Tools:

Visio

Nice

Project

Heat

Access

Service Center

Database 4

Desktop Remote Manager

Applications:

Microsoft Office

CFMC applications

ACD Max, IEX.

Citrix Thin Client Farm

Lotus Notes

Lotus 123

Control SA

BMC Control SA

Remote Desktop Assistance

IEX

AD

EZ Remote Manager

Funk Proxy

Avaya CMS Supervisor

PROFESSIONAL DEVELOPMENT

Comptia A+

ITIL Foundations Training

Help Desk Institute, Analyst, Manager, 2004-2008

Covey/ Franklin Time Management

Seven Habits of Highly Effective People

Zenger Miller Supervisor/Employee Expectations

National City Mortgage Front-line Leadership

education

University of Phoenix, Salt Lake City, Utah, B.S., Information

Systems, 2002

languageS

Fluent in English and Spanish.

Contact this candidate