Sales Customer Service

James A. Tuohy

** ******** ** **********, ** ****9 PH: 508-***-**** ********@*****.***

Professional Experience

Northeastern University Boston, MA

*/****-*******

Associate Director, EMSA Contact Center

. Manage the day to day operations within a growing contact center

handling over 100,00 caller inquiries annually

. Develop a staff of 10 Non-Exempt and 4 Exempt staff members using

call monitoring, one-one coaching, goal setting, and corrective action

steps

. Ensure all caller inquiries for Financial Aid, Office of Student

Accounts and the College of Professional Studies are answered within

desired service levels

. Developed and implemented Quality Assurance program and call handling

standards for call center

. Analyze quality assurance data to determine training needs, caller

trends and coaching opportunities and communicate needs to Directors,

Deans and Senior Management

. Analyze contact center call and email volume reports and quality

results to develop efficiencies and advise senior management on

direction and strategy for the contact center

. Ensure responsive, professional and accurate customer service to the

Northeastern University community

. Develop, implement, and audit policies and procedures related to the

flow of information and systems

. Establish, monitor and sustain standards of performance for the

operation

. Solicit feedback from internal business partners to continuously

improve processes

. Oversee the recruitment, hiring, and management of call center staff

. Oversee the contact center operational budget

. Forecast and analyze call volume to ensure staffing and service levels

are sustained

. Provide daily, weekly and monthly reports with analysis of call center

performance to Directors, Deans and Senior Management

. Monitor and achieve key metric goals and develop procedures to improve

productivity, efficiency and customer satisfaction

American Student Assistance Boston, MA 11/2003-

2/2008

Client Manager, Lender and Servicer Relations

. Responsible for client's portfolio consisting of annual volume of

$603 Million

. Developed and maintained strong relationships with lender and servicer

clients through proactive communication and routine client visits

. Served as the primary contact for client base on all product and

technical issues

. Reviewed clients business processes and provided advice as to develop

and implement efficiencies within their business line

. Notified client base, verbally and in writing, of organizational

initiatives and product releases

. Gauged and report on client satisfaction through annual surveys, focus

groups and client visits

. Analyzed trends to identify need for products and services, or

operational enhancements

. Provided technical training to clients on products and services

. Worked with internal business partners to ensure clients receive

timely resolutions to inquiries

. Participated on and lead project teams as needed

Call Center Supervisor

. Lead a team of 10-15 Client Services Associates and Team Leader

. Assumed responsibility for call center operations in the absence of

the Call Center Manager

. Aided in the development and implementation of call center policies,

procedures and initiatives

. Lead a project team to develop and implement the call centers quality

assurance program

. Developed evaluation criteria for quality assurance and implemented

call handling standards

. Identified training needs and worked with Unit trainer to develop

trainings to meet business needs

. Supported internal and external business partners to ensure

performance and satisfaction levels are achieved and sustained

. Provided regular comprehensive reports and feedback to staff,

management and clients on productivity and policy adherence

. Monitored associate activities to ensure adherence to FFELP and

Department of Education policies, procedures and call center service

level goals

. Fostered an environment of open communication and teamwork

. Developed staff using call monitoring, one-one coaching, goal setting,

and corrective action steps

. Updated and troubleshoot performance issues with the call center

telephony system (HPPC 4000)

. Forecasted and analyzed call volume and scheduled call center staff

appropriately

. Interviewed and hired prospective call center staff

. Participated on and lead project teams as needed

FleetBoston Financial Lincoln, RI 11/1996

- 11/2003

Team Manager

. Consistently achieved and exceeded performance standards by leading

and developing a customer focused team of Telephone Banking Associates

. Wrote and delivered performance appraisals and corrective action steps

. Coached Associates to desired performance goals using constructive

feedback and call monitoring sessions

. Identified coaching and training needs and communicated needs to

training unit and management

. Monitored Associate activities to ensure adherence to policy and

procedure

. Interact with internal business partners to ensure desired service

levels are sustained

Senior Sales Specialist

. Managed second shift sales team during the absence of a Group Leader

. Assisted Sales Group Leader in the successful operation of the sales

team

. Audited sales reports to ensure commission payout and representative

accuracy

. Coached sales representatives to desired results using constructive

feedback through call monitoring sessions

. Handled escalated, non-routine customer issues

. Achieved and exceeded sales goals across all performance categories

Sales Specialist

. Achieved and exceeded sales goals across all performance categories

. Educated current and prospective customers on financial services and

products

. Used value based selling to grow new business and strengthen existing

relationships

Sales and Service Representative

. Handled all incoming phone inquiries from existing and prospective

customers

. Resolved customer inquiries in a timely and professional manner

. Exceeded all customer service goals for quality and sales referrals

Education

A.B.A, Accountancy and Finance, New England College of Finance, Boston, MA.

Candidate for B.S. Information Technology, Northeastern University, College

of Professional Studies, Boston, MA

Computer Skills

Proficient in MS Word, Excel, and PowerPoint, Blue Pumpkin Director

Enterprise and Planner, NICE Call Monitoring System, Siemens Hi-Path

ProCenter 4000 Telephony System, ASPECT Telephony System, Interactive

Intelligence, CRM Software Salesforce.com, PowerFaids Financial Aid

Management System, Banner

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