Customer Service Manager
Resume:
John M. Perron
Mount Juliet, TN ***22
Home 615-***-**** / Cell 615-***-****
*****@***.***
PROFILE
. Results-oriented Customer Service Operations Management Professional
and Project Leader with 10+ years of management experience (the last 6
of which have been in multi-site / multi-national call center
organizations ranging in size from 450 to 1200 agents)
. B.S. Business Administration / MIS - Tennessee Technological
University, December 2001
. Lean Six Sigma Green Belt
SiTEL, Oak Ridge, TN Aug 2009 - Present
Process Improvement Program Manager - Call Center Operations
. Leadership of Process Improvement Program for the Oak Ridge, TN call
center
. Accountable for continuous process and program performance as well as
operational analysis of 10 different client campaigns spanning
wireless telecommunications, cable, insurance, social website, and
gaming industries in an inbound call center environment
. Led attrition project which reduced cost associated with agent
attrition by $114,000+ annually
. Led a Customer Satisfaction improvement effort which moved our CSAT
average above goal eliminating the potential for $75,000+ in penalties
to the client
Deloitte Services LP, Hermitage, TN July 2007 - February 2009
Manager - Strategic Planning and Initiatives - Call Center Group - Field
Operations
. Provided front end assessment and recommendations for new call center
business
. Provided directional planning, strategy, and continuous improvement
for a multi-national internal call center group providing business
application, technical and HR/benefits support for all U.S., and most
Indian, Deloitte personnel including but not limited to personnel
supporting key service offerings (Consulting, Tax, Audit, Risk, and
Financial services)
. Led a call center reporting consolidation project which reduced time
spent on reporting by call center supervisors and managers by 50%,
freeing up time for coaching and development of call center agents and
saving the organization $300,000 is costs annually
. Oversight of internal website design and content management for the
Deloitte call centers (Hermitage, TN, Los Angeles, CA, and Hyderabad,
India) supporting 200+ call center professionals with communications,
tools, knowledge, a process documentation
. Design, development, and implementation of customer and employee
surveys focused on improved customer satisfaction and utilization of
call center tools
. Helped formulate and led implementation of call center communications
strategy including associated technologies
. Provided SQL expertise to reporting development, and cost analysis
efforts
. Led initiative to document all policies and processes for each call
center department across the three locations
Asurion Insurance Services, Nashville, TN Aug 2004 - July 2007
Operations Manager - Advanced Customer Care - Call Center Aug 2004 - May
2006
. Managed the operations and P&L for two separate customer care
departments (6 supervisory teams and 125+ employees) focused on
insurance claims management and providing best-in-class customer
service. Managed performance of supervisors and teams against
established metrics
. Improved Quality scores from low 80% to above 92% for both departments
. Improved AHT in ACC department from 580 seconds to below 380 seconds,
and AHT on Alltel campaign from 420 seconds to 360 seconds
. Reduced agent attrition in both departments from above 10% to below 6%
. Improved Schedule adherence to above 97% for both departments
. Served as primary point of contact for the Care organization with
regard to call center processes and workflows - often meeting with key
department leaders (Technology & Logistics, Training, Quality, Client
Services, Implementations) when launching new programs or making
client program changes
. Designed, developed, implemented, and administered the call center's
performance incentive and recognition programs
. Teamed with HR to manage interviewing, hiring, handling of
disciplinary incidents, as well as terminations
Risk Analyst - May 2006 - July 2007
. Provided client program performance analysis to support client service
initiatives for the world's largest wireless insurance agency ( a
$750,000,000 revenue generating organization)
. Provided recommendations to Client Services team to help manage client
expectations and to provide recommendations for program and/or pricing
of services
. Direct responsibility for analysis and communication of process
improvements in line with mitigating risks and fraud for three main
clients (T-Mobile USA, Alltel, and Verizon )
. Developed expert skills with regard to SQL, Excel, Access, Visio and
other analytics tools to gather, compile, and report trending by
market, product, product segmentation, carrier, plan type,
seasonality, etc.
. Had direct access to client billing systems and client process
libraries in order to manage and close gaps within shared business
processes and assist client services with client relationships
T-Mobile USA, Nashville, TN Feb 2003 - August 2004
Coach - Customer Care - Call Center
. Responsible for leading a multi-tiered team of call center CSRs (20+)
focused on delivery of world class service with high quality and
efficiency
. Responsible for coaching and developing analysts and promoting their
ownership of improvement of all established metrics
. Removed obstacles to their achievement through the employment of
servant leadership principles. My team comes first; I treat them like
experts, and hold them accountable for their expertise. I proactively
provide options for their work activity that are in line with the
mission.
. Provided each team member with performance coaching and career
development
EDUCATION
Tennessee Technological University,
1998 - 2001
B.S. Business Administration /
Management Information Systems
University of Tennessee (Knoxville)
1993 - 1995
Material Science and Engineering
Psychology
Deloitte & Touche Six Sigma Training
& Certification **References available upon
October 2007 Training- San request**
Francisco, CA
Six Sigma Greenbelt cert. -
September 26, 2008
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