Manager Customer Service

JOHN L. WILLIAMS

*** *** ******* ************, ** 29555

Phone: 843-***-**** E-mail: *************@*****.***

P ROFESSIONAL S UMMARY

Dynamic Senior Level Call Center Manager with 8+ years experience in Operations, Training/QA and Client Services

Charismatic leader, adept at building and motivating high performance teams Change agent, implementing call

center operations “Best Practices” Training methodology expert Organized, take-charge leader with exceptional

follow-through and attention to detail Articulate communicator, building rapport at all levels Top performer who

thrives in a high-expectation, fast-paced environment Client Logic Core Value Award 1st Place winner (by

nomination only) of Vision, Passion, Purpose Award (including $1K monetary award); chosen from 12 nationwide-

contestants

C ORE C OMPETENCIES

P&L responsibility Multi-site management Program design/sales strategy Benchmarking and performance

metrics Meticulous about quality control Manage multiple customers with stringent SLAs Proven record of

exceeding service, quality and cost objectives Process improvement Deep knowledge of customer

acquisition/retention programs Comprehensive understanding of CRM solutions Passionate about leadership by

example Strong verbal, written and public presentation skills

P ROFESSIONAL E XPERIENCE

FREEDOM FINANCE Kingstree, SC

A privately owned small-loan consumer finance company in South Carolina, offering short- term small loans,

medium-term larger loans, related credit insurance products, ancillary products and services to individuals who have

limited access to other sources of consumer credit.

Branch Manager – Mar/2009 – Current

Reports to Regional Supervisor. Responsible for developing and directing branch personnel in all phases of lending,

collecting, and customer service. Achieve established standards for controls and profitable operation. Maintain

knowledge of and ensure compliance with state and federal lending regulations and company policies. Maintain

accurate and secure cash controls. Develop customer base through solicitation proves.

P&L responsibility for 590 accounts.

Improved total slow file from 56% to 39% within the first 2 months of employment.

Refurbished collection strategies by retraining original staff and consumer paying habits.

Managed branch audit compliance to prepare for state auditor and regional supervisor; offering organizational

skills which concluded with no adverse findings.

Managed weekly, monthly and quarterly trending revenue, forecasting projected revenue.

WASHINGTON MUTUAL Florence, SC

A $26.5B provider of consumer and commercial banking services through 2,260 bank branches in the West, New

York, and Connecticut, and 500 loan and administrative offices nationwide. Acquired by JPMorgan Chase in 2008.

Capital Markets Manager – Apr/2007 – Jul/2008

Reported to 1st VP, Capital Markets. Responsible for analyzing and trading risk within Mortgage Investment

Portfolio; managed underwriting staff who analyzed, structured and finalized home mortgage financing.

P&L responsibility for $20MM; managed 40 direct reports.

Created policy, trained staff, and managed workflow, increasing requests-per-hour from 70% to 88%.

Responsible for restructure/collection of at-risk accounts.

Managed audit compliance for Centralized Lock Desk (CLD); developed Business Continuity Plan,

completing operational risk audits with no adverse findings.

Improved mortgage loan pricing error count from 12% to 5% by quality control measures.

John Williams Resume – Page 2

Implemented Simple Loan Manager into full production, reducing SLM error counts from 5% to 2%, and

allowing multiple business units to view loan details.

Established measurable metrics-driven “Best Practices” for mid-year and year-end reviews.

Responsible for Supplier Management, reducing CLD expenses by 5% annually ($6K annually).

Managed pricing changes, float to locks, loan feature changes, float downs, lock extensions, and product

changes/ borrower initiated or counters.

Managed weekly, monthly and quarterly trending volume, forecasting projected workflow.

Provided employee-facing floor management, improving employee satisfaction from 72% to 90% and

reducing voluntary attrition from 8% to 2%.

SITEL (FORMERLY CLIENT LOGIC) Kingstree, SC

A $2B global provider of customer care Business Process Outsourcing (BPO) services to Fortune 500 companies;

offerings include customer acquisition, back-office processing, collections, and technical support.

Operations Manager – Jun/2006 – Apr/2007

Reported to Site Director. Responsible for SLA compliance and margin achievement on assigned projects in 400-

inbound-seat multi-site call center environment; duties included resource planning, allocation, utilization and

profitability. Managed continuous operational performance improvement as single client-facing point-of-contact.

Variable monthly P&L responsibility; maintained gross margin of 32% or higher; managed 20 direct and 400

indirect reports at peak.

Marquee clients included United Online (NetZero and Juno) and RCN.

Implemented management incentive programs; improved CSAT scores from 70% to 90% through increased

call monitoring/calibration sessions.

Championed employee retention initiatives, reducing voluntary attrition from 14% to 2%.

Improved quality scores from 78% to 85% overall, providing recognition for agents with 90% QA and above;

required team managers to attend 2 calibration sessions per week.

Improved customer-at-risk save rate from 27% to 55%.

Responsible for data capture, financial audits, records management and reporting.

Developed best practices and reporting tools (using Access and Excel), allowing team managers to view

associate score cards, delivering increased productivity.

High-profile client-facing responsibilities included hosting client visits, regular conference calls, and

accomplishment/opportunities reporting.

Partnered with Learning Manager to design and implement training/retraining courses, improving overall site

performance and reducing AHT from 9:00 to 7:30.

Responsible for 300-seat ramp-up and KPI compliance.

CLIENT LOGIC (NOW KNOWN AS SITEL) Kingstree, SC

KNOWN AS

An $800MM provider of customer care Business Process Outsourcing (BPO) services to Fortune 500 companies.

Offerings include customer acquisition, back-office, collections, and technical support; merged with Sitel Jan/ 2007.

Manager/Business Analyst – Mar/2002 – Jun/2006

Reported to Site Director. Served as agent-facing customer service/business performance SME/consultant to create

value, maximize growth and drive client revenues; motivated and directed employees in 400+ seat inbound

outsourced-services call center.

P&L responsibility for $1MM+; forecasted projected revenues, tracked daily revenues and expenses.

Managed 20 direct reports and 250 indirect reports.

Marquee clients included BellSouth/AT&T, Phillip Morris and Gevalia Coffee.

Implemented COPC-2000 and Six-Sigma principles, incorporating metrics into feedback, implementing and

developing action plans, increasing overall productivity.

Automated reports, delivering performance statistics snapshots.

Implemented calibrated call monitoring, improving quality scores from 75% to 88%.

Met 100% of all shipping deadlines, confirming all shipping and deliveries.

John Williams Resume – Page 3

Transformed disorganized, inefficient team into smooth-running success by using sales-triangle strategies

and management techniques, driving sales numbers from 27% to 55%.

Designed new-hire on-boarding process from training-to-floor, reducing new-hire attrition from 12% to 3%.

Managed QA audits, implementing Kronos software; responsible for operations data capture and analysis,

attendance, save rate, sales rate, and phone metrics.

Reduced Aux percentage from 27% to 9%, delivering higher profitability and increasing Bill-to-Paid.

E DUCATION

WILLIAMSBURG TECHNICAL COLLEGE, Kingstree, SC

Coursework in Computer Management

TRAVECCA NAZARENE UNIVERSITY, Nashville, TN

Coursework in Business Management / Computer Science

P ROFESSIONAL D EVELOPMENT, N OTABLES

Multiple training programs completed at ClientLogic, SITEL, and Washington Mutual

Working knowledge of Six Sigma, ISO, and COPC standards

Industry experience includes telecom, technology, retail, financial services, utilities, and outsourcing

Willingness to relocate domestically; business travel tolerance up to 50%

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