Customer Service Sales
Resume:
Randy Weishaar
Email: abp2j8@r.postjobfree.com
Address: **** ****** ***** *****
City: Flower Mound
State: TX
Zip: 75028
Country: USA
Phone: 214-***-****
Skill Level: Management
Salary Range: $110,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
RANDY E. WEISHAAR
DIR. OR SR. MANAGER
abp2j8@r.postjobfree.com
Flower Mound, TX 75028
http://www.linkedIn.com/in/randyweishaar
Wide array of experience in Telecom/Wireless Industry as a
Leader that managed and built customer-focused businesses
including customer service, sales/tech support, quality &
execution of operational strategy for our Inbound and Outbound
call centers. Excellent track record in development and
implementation of best practices, increasing operational
efficiency and effectiveness.
CORE COMPETENCIES
Transformation Leadership
Strategic & Tactical Planning
Continuous Process Improvement
Customer Service/Operations
Coaching & People Development
Budget & Project Planning
People Leader & Visionary
Results Driven
Build & Foster Relationships
PROFESSIONAL EXPERIENCE
RESEARCH IN MOTION LIMITED (RIM), Irving, Texas
2010 - 2012
$20B Industry Leader of Global Communications Services
manufacturer of innovative wireless solutions for the Worldwide
Mobile Communications Market.
Service Delivery Manager (BlackBerry Partner Technical Support)
Irving, TX (2010 - 2012)
Responsible for an $11M operating budget, directing, leading &
employing 170 Tech Support specialists/analysts, 12 Team Leads,
providing 24X7 support for our North American and Latin
American Regions.
* Improved Operational Efficiencies and increased productivity
by reducing $2.4M in direct labor in less than 2 years, thus
reducing cost per case closed by 50%.
* Managed by Metrics resulting in:
- Developed & implemented -Change Management- process to focus
on metrics/goal setting along with the development of people
in a culturally diverse environment.
- Reduced -Mean Time to Resolve- by 40%
- Reduced average touches per case by 40%
- Improved Customer Satisfaction by 15% to over 8.0 on a scale
of 10 maximum.
- Increased Technical Quality Standards by 25%
* Developed & Enhanced our Service Delivery Workforce that
resulted in 69 Promotions/Laterals from within the Consumer
and Enterprise Lines of Business over a 2 year period.
VERIZON COMMUNICATIONS (Formerly GTE), Irving, Texas 1997 - 2008
$97B industry leader of communications services, a global leader
in delivering broadband and other wireless and wire-line
communications services to mass market, business, government
and wholesale customers.
Call Center Vendor Manager, Irving, TX (1997 - 2008)
Senior sales & customer service leader responsible for BPO
strategic and tactical direction. Managed external inbound and
outbound tele-service sales campaigns using problem management
methodology. Customer focused with the highest standards for
delivering value and exceeding customer expectations. A true
passion for customer service.
* Directed a $20M annual operating budget including four
multi-site call centers employing 650 sales agents, which met
or exceeded goals by 10% and came in under budget by 15%.
* Increased revenue growth and customer satisfaction by training
vendors to offer consultative solutions or up-sells. Result was
60% increase in sales revenue per hour within the first 3 months.
* Generated 1.06M unit sales, resulting in $50.9M in yearly revenue
by establishing attainable goals, getting vendor buy in
and celebrating successes.
* Increased call center productivity resulting in cost savings of
47% or $1.4M, improving market intelligence by strategically
aligning sales & marketing goals via calling to states during
prime time hours and prioritizing hot leads and state lists.
* Reduced customer order errors 68% by training, monitoring and
instituting 3rd party verification process over a one year period.
Results include Customer Satisfaction rating improvement of 55%
within 6 months after deployment.
* Directed the launch of a Dominican Republic based GTE subsidiary
call center. Results included savings of $400K in labor hours and
related IT costs.
* Implemented change management program to adjust the business
culture. Results include increasing productivity, improving
efficiency, and reducing campaign costs by 50%. Received Verizon
Corporate -Winners Circle- Award for this initiative.
* Restructured operations of a Texas based inbound call center
resulting in productivity savings of $744,000 in five months.
Nominated for GTE Chairman`s Leadership Award in Team Leadership
and for inclusion in GTE`s Center for Lessons Learned.
Call Center Operations Manager, GTE, Wentzville, Missouri1994 - 1997
Acquired by Verizon Communications, Irving, TX.
Budget management responsibilities in conjunction with implementing
procedures to improve operational efficiencies while supporting
sales managers including: Forecasting long/short-range call volumes,
sales, and headcount, development, due diligence, customer complaints
and training. Lead and developed Operations Team.
* Managed the #1 ranked GTE national mega-call center for 3 years
running with a 78% utilization rate and less than 10% absenteeism
with a minimum of 500 seats in each of 6 mega-centers.
* Streamlined call center operations and implemented skill based
routing automated procedures. Resulting in improved productivity
of 20%, increased sales revenue of 15% and customer satisfaction
rose to 80% or a 9% point increase.
* Developed and deployed a billing process which improved the
past-due customer payments. Successfully collected revenue on
past due account billings resulting in $12 million in 1995 and
$13 million in 1996 an 18% improvement over fiscal year 1994.
Nominated for GTE`s -Full Circle- Award in resolving extended billing
and payment issues.
* Coach, mentored and trained staffs of three inbound call centers
on the concept of effective utilization and productivity within their
respective centers over a 3 year period. Results included performance
increases on SLA metrics by 8 to 15%.
EDUCATION
BS in Business Administration, Minor in Business Management
(Cum Laude): Sterling College, Kansas
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