Manager Management

ARTHUR E. BATCHELDER

**** ********** ******* **** *** 40

Lafayette, LA 70506 702-***-****

OBJECTIVE:

I want to benefit a teleservices organization in an operations management position.

Specifically, I want to utilize my call center management skills and experience in a

leadership position as the organization continues to grow.

EXPERIENCE:

Call Center Manager / Business Manager, NuComm International (2007–2009). Directly

responsible for the daily operations of a call center with up to 450 employees.

• Ensured the continued profit and growth of the business through employee

performance management, service delivery, and client interaction.

• Met the set revenue targets and Gross Profit Margin for the business with high

employee and client satisfaction.

• Directly managed up to 14 Team Leaders in 24x7 high energy campaigns.

• Maintained regular and proactive contact and interaction with clients.

• Conducted bi-weekly performance coaching of Team Leaders and weekly team

meetings.

Senior Supervisor, UPS TeleServices (2003–2007). Responsible for the daily supervision

of one or more inbound call center teams.

• Monitored team performance and ensured adherence to established standards.

• Supervised several external client desks (Nike, Sharper Image, Dell, and NCR)

with up to 5 supervisors reporting.

• Prepared and conducted performance reviews, periodic evaluations, and one-on-

ones.

• Prepared and submitted client invoices in excess of $100,000 a month.

• Performed as company representative to external clients and advised on

operational and personnel matters.

Supervisor, UPS TeleServices (2000-2003). Responsible for the daily supervision of an

inbound technical support call center team.

• Analyzed team and individual performance metrics as compared to standards.

• Prepared and conducted performance reviews, quality evaluations, employee

discussions, and administrative actions.

• Led and motivated teams of up to 30 employees in accomplishing organizational

objectives.

• Identified performance issues and implemented solutions for improvement.

Technical Lead and Support Specialist, UPS TeleServices (1998-2000). Responsible for

interacting directly with customers in support of UPS shipping products.

• Took inbound calls from customers and assisted them in resolving their technical

issues.

• Complied with all policies and procedures.

• Supervised several outbound campaigns.

• Maintained a performance level that consistently exceeded expectations.

• Identified performance issues and implemented plans for improvement.

Other Experience, United States Army. Earned a name for professionalism in various

U.S. Army positions a logistics director, readiness evaluator, training chief, and Unit

Commander.

EDUCATION: United States Military Academy at West Point, BS, Engineering.

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