Charles Lundy
Peck Avenue
Pompton
Plains, NJ 07444
Home:
Cell:
abmioh@r.postjobfree.com
Summary of Qualifications
Supervisor skilled in providing world class customer service, call
quality/tracking/monitoring, data analysis, client account/associate
management, forecasting, operations/project management, motivation,
developing training and call monitoring programs for technical and non-
technical associates in a call center environment. Adept at applying sound
business strategies and tactics to set and achieve targeted goals. Known
for the ability to manage critical client and associate issues by seeking
out and utilizing appropriate resources to bring to resolution and follow
up to ensure satisfaction. Actively coach, train and develop staff through
leadership and team building with a proven ability to communicate
knowledge/skills to all levels.
Job Scope
Supervised 24 front line support associates utilizing phone activity, case
management, and call monitoring
tools. Provide coaching, team building, scheduling, motivation and
coordinate training development.
Accomplishments
. Achieved consistent call quality, pleasant client experience and call
closing by utilizing live/recorded phone
coaching sessions. This resulted in quality scores above 70% target
with scores 80% or above.
. Reduced call waiting, idle time and call duration by 15% and improved
service level performance over 85%
target with consistent scores 90% or greater utilizing coaching,
monitoring and on the floor visibility.
. Championed motivational ideas and programs to improve associate
morale, attendance and performance
. Developed comprehensive training grid supporting 40+ progressive
training programs on products/tools for
11 US and Canadian Region Managers to utilize, track and schedule,
resulting in reduced call volume of 15%
. Achieved Region of The Year recognitions for exceeding client
satisfaction and service level scores of 4.0
on the Customer Service Forrester Survey and 90% or higher over ADP's
goal of 85%.
. Led national/international training committee to poll, analyze,
evaluate and recommend training to
increase level of associate knowledge improving customer first call
resolution, talk, hold, and wait times
. Achieved Circle of Excellence Award annually for team achieving
target goals in availability, call
case/volume and prompt callbacks
. Managed Regional Value Added Service program (VAS) consistently
exceeding yearly set target goals of
$284K by instituting motivational programs to drive performance
. 1999 Northeast Regional Hero award for providing excellent service
support to sales dept and clients
. Achieved Client Account Management Award from sales department as Client
Account Manager
Professional Experience
ADP Dealer Services, Roseland, NJ (1985-2009)
Client Technical Analyst (2/2009-6/2009) Previous Position restructure due
to company reorganization
Internal Support Supervisor/Coach (2002-2009)
. Managed call center technical/non technical associates
. Analyzed data/statistics/call mentor monitoring and delivered
monthly/yearly performance reviews
. Provided assistance and product resource for associate/client issues and
feedback for career training and path
Charles Lundy
Page 2
Client Account Manager (2000-2001)
. Communication path for clients and sales personnel to contact with
critical issues
. Appropriated resources and tools to help drive issues to resolution
and customer satisfaction
. Initiated follow-up calls on resolved issues and maintain monthly
proactive calls to critical clients to ensure client satisfaction
Internal Support Supervisor (1993-2000)
. Managed call center technical/non technical associates
. Analyzed data/statistics/call mentor monitoring and deliver
monthly/yearly performance reviews
. Provided assistance and product resource for associate/client issues and
feedback for career training and path
Team Leader (1988-1993)
. Oversaw all levels of associates work flow in parts and service
department
. Monitored cases/calls ensuring associate work load was moving
forward
. Provided resource assistance to associates, backed up supervisor
when not available for critical client issues
Associate Client Technical Analyst - Client Technical Analyst III (1985-
1988)
. Client phone support - Answered client questions and troubleshoot
technical issues to resolution
. Followed up with client in a timely manner on resolved issues
. Keep client informed on issue diagnostics when not a 1st call
resolution, setup follow up time frames
. Troubleshoot IT issues both internally and for client
Computer skills
. Microsoft Office Suite
Education & Professional Development
County College of Morris, Randolph, NJ
Company Sponsored Training including:
Leadership I & II, Conflict Resolutions I and II, Communication with
Style, Managers and Supervisor
Conference, Management 360 View, Microsoft MS Office, PC Communications
Skills, Coaching for Quality
Improvement, MS Networking Essentials and HR-Harassment training