Customer Service Sales

BEVERLEY HAMILTON

**** ************ *** ******, ** 76226 940-***-**** 940-***-**** ********@*******.***

AREAS OF FOCUS: CONTACT CENTER / CUSTOMER SERVICE / OUTSOURCING MANAGEMENT

QUALIFICATION PROFILE

Seasoned manager offering more than 10 years of progressively responsible experience in contact center management and off

shore outsourcing management. Consistently successful at achieving productivity, quality and service delivery goals. Proven

track record of proactively identifying and resolving problems – reversing negative productivity trends, enhancing employee

satisfaction and delivering outstanding customer service. Excellent mentor and strong communicator with effective

management style that facilitates open communication and strong results.

Core Competencies include:

Leadership Development Customer Service Excellence Employee Satisfaction

Team Building Outsource Management Maximizing Productivity

PROFESSIONAL BACKGROUND

PROVIDIAN/W AMU/CHASE ARLINGTON, TX 1999-2009

2005-2009

SENIOR CUSTOMER SERVICE MANAGER

1999-2005

SALES MANAGER

Responsible for leading off shore workforce with financial, quality and service level responsibility. Involved in strategic long

range planning and the utilization of outsourcing vendors.

Supervise multi-site management team of high volume contact centers that deliver Customer Care, Collections, and Sales

to 1.7M customers monthly.

Responsible for site performance in Customer Service, Balance Transfer, Membership Product Sales and 1-30 Days Past

Due Collections.

Ensure adequate staffing and training for all lines of business supported.

Instrumental in start up of Balance Transfer department.

Supervise team of up to 25 representatives to deliver outstanding customer service and turn eligible calls into sales

opportunities.

Directed and led team responsible for creating call center best practices.

Directed and led team responsible for launching operations in new sites.

Performed classroom training for new hire representatives and team managers.

Accomplishments:

Led management team that achieved strong results in 2007 which included a 300 percent increase in sales.

Consistently exceeded contact center goals for five consecutive years with consistent gains in quality and productivity and

substantially reduced associate attrition from annual rate of over 80 percent to an annual rate of less than 50 percent.

Assisted with instituting new technologies, enhanced reporting structures, and produced numerous team member

development and incentive programs that drove higher employee satisfaction, better quality and increased efficiency.

Leader on project team for offshore contact center implementation with responsibility for Customer Service delivery. Project

exceeded expectations with offshore team achieving all key success measures within first 90 days and resulting in an

annual net savings of $35M.

Consistently improved Employee Satisfaction Survey scores, driven by a strong management team, effective

communication and team member development.

Consistently recognized for outstanding performance in all areas of responsibility and recognized as employee of the

quarter in 2007.

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BEVERLEY HAMILTON

8469 Steeplechase Cir Argyle, TX 76226 940-***-**** 940-***-**** ********@*******.***

TCI CABLEVISION, INC. 1998-1999

1998-1999

MANAGER OF CUSTOMER SERVICE AND SALES

Directed and led teams responsible for outstanding customer service in a fast-paced contact center environment.

Developed, coached and motivated team of Customer Service and Sales representatives.

Responsible for monitoring and coaching all employees on effective communication and customer service skills.

Trained Customer Service staff on new policies and procedures.

Primary Liaison between Customer Service and Technical team for Technician deployment.

Accomplishments:

Directed team responsible for the troubleshooting, scheduling of technicians and up-sale of products resulting in

dramatically improved customer experiences.

Implemented career path development program that created internal opportunities, improved employee morale and

decreased attrition.

Directed team responsible for launching new products and training new employees on operational procedures resulting in

seamless rollouts.

FIRST USA, INC. DALLAS, TX 1996-1998

1998

VOICE SERVICES COORDINATOR

1996-1998

RETAIL BANKING ANALYST

Managed and coordinated equipment and data moves with internal customers and external vendors, affecting over 500

employees.

Supervised day-to-day relationship with four external vendors.

Monitored phone system productivity and troubleshot any issues.

Instrumental in start-up of First USA Federal Savings Bank, including launch of various banking products to include

unsecured loans, auto loans, home equity loans, and certificates of deposit.

Assisted with selection, training and day-to-day management of outsourcing vendor who handled mortgage loan calls for

First USA.

Monitored daily phone management for staff of 180 phone agents.

Assisted management team with daily scheduling of 180 agents.

Performed classroom instruction.

Directed and led team responsible for creating call center recognition programs.

Accomplishments:

Consistently achieved service delivery objectives.

Implemented recognition programs that improved employee morale and decreased attrition.

Worked with management team that successfully planned, staffed, and managed start-up operations in two states.

Responsible for creating opportunities for employee development through job enrichment and empowerment.

EMPLOYMENT HISTORY

USAA Federal Savings Bank 1993-1996

Employee Development Technician, Training 1994-1996

Fraud Representative, Call Center 1993-1994

EDUCATION

BACHELOR OF BUSINESS ADMINISTRATION IN ECONOMICS AND GENERAL BUSINESS, MCMURRY University – Abilene, TX

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