Customer Service Manager
Resume:
Kevin Cortez
Call Center Manager
******.*****@*******.***
http://www.linkedin.com/in/kevincortez
**** ******* **. *****, ** 75093
Proficient leader of call center organizations with proven expertise in
improving profitability, productivity, and customer satisfaction.
Experienced in maximizing results in all aspects of contact center
organizations including: start ups; strategic and tactical planning; profit
and loss responsibility; and project management.
Experience Summary:
Outsourcing call center director
Outbound calling management
Automatic call distributor programming
Process improvement and reengineering
Call center start ups
Profit and loss responsibility (P&L)
Training development and delivery
Customer satisfaction improvement
Accomplishments Summary:
. Directed 150 seat sales and service call center to sales of $40M+
. Managed all support departments within 1,000 seat contact center
. Increased technical support Customer Satisfaction from 83% to 88+% within
3 months
. Reduced costs $1.8M through strategic planning and improved technology
Professional summary:
CALL CENTER MANAGER/CONSULTANT
2007 - present
Volt/Apple Site Manager of contact center providing technical support for
Apple products
. Led 600 seat multi-channel contact center providing technical support via
chat, email,
and telephone. Managed iPhone tier I and tier II, ADC, and iTunes
departments
to exceed Apple quality and productivity standards.
. Improved iPhone Tier I Customer Satisfaction (CSAT's) from 83% to 88+%
within 3 months. This increase occurred through improved coaching,
analysis of negative CSAT's, increased training, and improved reporting.
Red Ventures Sales Consultant for inbound sales center
. Raised close rate 12% and increased revenue per hour over 14% in inbound
and outbound sales center by: implementing a sales observation form;
improving call scripts; creating sales training modules; improving
reporting; and training/development of staff.
United States Chamber of Commerce Telesales Manager
. Increased fundraising revenue 12% by improved call scripting, campaign
based teams, productivity standards, and new sales quality monitoring
form.
ELECTRONIC TRANSACTION CONSULTANTS
2003 - 2006
Business Process Outsourcing Company specializing in Toll Road Operations
Director of Service Operations Directed start up outsourcing call center
. Created start-up outsourcing center consisting of customer service call
center and customer support department.
. Call Center produced 17.5% higher customer satisfaction and 18% higher
agent productivity vs. client call center. Exceeded all Service Level
Agreements (SLA's).
. Improved customer satisfaction 14.3% and calls per agent 15.5% after
review of client call center and customer support operations. Increases
occurred by introducing improved call handling methods and procedures,
training curriculum, and new reporting tools.
. Completed Request For Proposals (RFP's) and performed client
presentations as needed.
NEXTJET
2000 - 2002
Start up company providing cross country expedited package delivery
Director of Operations Directed 24x7 call center
Directed operations that exceeded Service Level Agreements (SLA's) and
client contractual obligations for customers in a 24-7, mission-critical
call center environment. Operations were comprised of Customer Service,
Sales, and Dispatch departments.
. Improved customer satisfaction 15% and decreased errors by creating new-
hire training curriculum, developing a scenario testing program, quality
standards, policies, and procedures.
PC SERVICE SOURCE
1997 - 2000
Provider of computer parts, printer parts, and logistics outsourcing
solutions
Director of Sales/Service Director of 150 seat sales and service call
center
. Directed inbound/outbound sales call center operation to $40M in revenue
and exceeded service levels agreements (SLA's) for five business
segments.
. Decreased costs by $1.8M by improved utilization of Aspect automatic call
distributor (ACD) system and workforce management software (WFM).
. Profit and loss responsibility for End-User segment ($5.5M budget).
. Grew revenue 12% through revised call scripting, and leading sales
monitoring sessions that improved close rates and average order size.
. Increased revenue per headcount by 14% in small business segment by
leading transformation from transaction processing to relationship
selling.
MOBILEMEDIA/MOBILECOMM PAGING
1996 - 1997
Telecommunications
Senior Support Manager Led all support functions for telesales, customer
service, and collections call center
. Created, staffed, and led new support departments within new 1,000-seat
call center. Daily management of operations center (control desk and
help desk), process management team, reporting, training, scheduling, and
communications departments.
. Led center to a 22% increase in productivity while also increasing one-
call resolution. Increases occurred through side-by-side observations,
call flow analysis, new performance management objectives, and
training/development.
. Managed 375 agents in two facilities during company merger/consolidation
of customer service departments.
MCI Telecommunications
1987 - 1996
Telecommunications
Customer Service Supervisor
Customer Relations Supervisor
Customer Service Manager
Outbound Sales Manager
Inbound/Outbound Senior Manager
Outsourcing Call Center Senior Manager
Education:
Louisiana State University B.S. Management
Administration
SMU Executive Management Program
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