Manager Customer Service
Resume:
Daniel J. Taylor
Marion, OH 43302
*******@*****.***
Summary
A results-driven call center vendor manager with a proven track record of forming exceptional partnerships
with third party outsource providers to exceed operational goals.
Professional Experience
Charter Communications – Customer Operations
International Outsourcing Manager II - 1/2007 – Present
International/domestic vendor management of call centers in the Philippines, Canada, and US with head
count exceeding 750 agents, focusing on internet repair support for the fourth largest publicly traded cable
operator in the United States.
Negotiated a performance management plan at the centers to drive sales performance to exceed
company expectations and surpass domestic call center performance
Managed Six Sigma project that resulted in 52% improvement in booked revenue rate, increasing
annual recurring revenue stream from the Philippine call center by over $1.9M
Managed Six Sigma project to move escalated volume to offshore Philippines location, resulting in
an annualized cost savings of $161K
Successfully managed the opening of a new vendor call center
Service level targets achieved consistently on a monthly basis
Initiated measurable incentive programs to motivate the sites to perform in key metrics based on
business need
Maintained daily and weekly touch points with each center to ensure performance sustained and to
audit action plans within each site
JPMorgan Chase - Home Finance, Customer Care
Offshore Program Manager - 04/2005 – 10/1/2006
Assigned to offshore call center in Mumbai, India to improve internal/external customer
satisfaction for the Mortgage Servicing division of Chase Home Finance. Responsibilities included
management of approximately 300 non-exempt and 20 exempt employees. Responsible for post-
training assimilation program to ensure customer satisfaction and operational metrics are
preserved during a ramp in customer care.
Improved external customer satisfaction results from low 70’s to mid 80’s
Implemented aggressive performance management programs that were replicated in Philippines
outsource location and resulted in significant and consistent overall scorecard improvement
Successfully implemented incentive programs on site to drive performance and to build morale on
the site to reduce attrition rate and increase attendance
Customer Advocate Supervisor - 02/2004 –04/2005
Motivated a team of 18 FTE, in a highly demanding environment, to exceed departmental expectations.
Responsible for approving and denying short payoff billing requests for Customer Care budget. Served as
department liaison with numerous core servicing areas, corporate accounting, and financial research and
adjustments. Provided refresher training to Customer Care on areas targeted as needing improvement.
Traveled on-site to call center operations in Mumbai, India and Manila, Philippines to provide management
consulting to their supervisors and Operations Managers on how to drive metrics they were challenged in.
Customer Advocate Professional – 02/2003 – 02/2004
Customer Care Professional – 12/2001 – 02/2003
EDUCATION
The Ohio State University 1999 - 2003
Varsity Baseball 1999 – 2000
River Valley High School 1996 - 1999
Six Sigma Green Belt Certification 2008
QUALIFICATIONS:
International Call Center Operations Management
Project Management
S2S Management
Excellent Presentation Skills
Team Leadership and Collaboration
Quality Management and Implementation
Excellent Verbal and Written Communication Skills
Strong Negotiation and Customer Service Skills
Strong Problem Solving and Decision Making Skills
SOFTWARE EXPERIENCE:
Microsoft Office (Word, Excel, Access, Project, OneNote, PowerPoint, Outlook), Lotus Notes, CentreVue, IEX,
Actuate, AS/400, Customer Assist, Fortracs, Real Estate Loan Servicing Platform, VLS, Crystal Enterprise,
ACSR, ICOMS, Witness, NICE
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