Sales Customer Service
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Title:Siebel Consultant
********@***.***
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NAME: RANDALL HAMBURG
ADDRESS: **** ****** ****
CITY: LIVERPOOL
STATE/PROVINCE: NY
ZIP/POSTAL CODE: 13090
COUNTRY: USA
EMAIL: ********@***.***
PHONE: 315-***-****
CANDIDATE ID: 102533
CITIZENSHIP: US
Citizen
EDUCATION: Bachelor Degree
EXPERIENCE: 0
WILL RELOCATE: Open
RELOCATION INFO:
JOB WANTED: Any
RATE NEEDED:
HOMEPAGE:
HOTSKILLS:
ESUME
RANDALL HAMBURG
12616 West Virginia Avenue or 7475 Morgan Road
Avondale, Arizona 85323 Liverpool, NY 13090
OBJECTIVE
I seek a company in need of a Director, capable of producing processes,
procedures and results, in order to coordinate dynamic growth, while upgrading
the bottom line. I am a highly skilled executive professional, team leader with
a nineteen-year track record
of superior accomplishment in the telecommunications and insurance industry. I
am experienced in an in and outbound call center environment that includes
sales, service and collections.
CALL CENTER MANAGEMENT
My reputation in this area is hard earned and very well deserved. Nineteen
years experience has enabled me to know the in and outbound Call Center
industry. I gained my knowledge and experience by working my way up through the
organization.My school of progression of Call Center experience includes:
Collections Representative,Customer Service Representative, Sales Consultant,
Sales and Collections Training Instructor,Sales Manager, Customer Service
Manager, Regional Sales Manager, Compensation Manager,Operations Manager, Call
Center Manager and Director
.
EDUCATION
Graduate Courses UNIVERSITY OF NORTHERN COLORADO
BA,
Business Administration/ Marketing WESTERN STATE COLLEGE
NASD Securities Stock Broker Licenses Series 7, 63, Life, Health and Annuities
License
Computer Literacy Certificate UNIVERSITY of DENVER
EMPLOYMENT HISTORY
KEMPER INSURANCE
- Syracuse NY 9/2000 to PresentCustomer Care Manager
Manage a Call Center of 200 Agents in an inbound customer service, sales and
help desk call center environment for a fortune 100 Insurance
Company.Responsible for: P&L, call center operations, call center facility
operation, call center management,quarterly business reviews, training and
development, quality, IT, telecom, production objectives and results, metrics
reporting and results.
PRODUCTIVE DATA SYSTEMS
- Denver CO & Phoenix AZ 6/2000 to 8/2000Consultant
Management Consultant
for: The call center operations and IT data operations
for U S West/Qwest.Qwest is the RBOC (Regional Bell Operating Company) for
fourteen states in the southwest part of
the United States. Qwest has 60,000 employees. I consulted and made
recommendations that included operational changes for ease of business and the
management tracking of sales, collections and
office productivity in order to bring efficiency to the business. Produced a
business plan and recruited a number of employees in the corporation as
directed by management.
STREAM INTERNATIONAL
-Kalispell MT 3/2000 to 5/2000Site Director
Managed a third party outsourcing Call Center of 500 Agents. The call center
served their clients in an in and outbound customer service, sales and help
desk call center environment. Clients included:
Hewlett Packard, U S West. Net, Free Internet, Name Secure and Hewlett Packard
Pavilion. I was responsible for: P&L, call center operations, call center
contract negotiations, call center management, quarterly business reviews with
all clients, training and development, quality, IT, telecom, facilities
management and human resources. Set all objectives, incentives and maintained
all call center metrics. I introduced new office pay for performance incentive
plans that decreased attrition to less than 3 0.000000or the site.
CLIENT
LOGIC CORP
-Las Vegas NV & Knoxville TN 7/1999 to 3/2000Call Center Manager
Managed 2 Call Centers of 500 Agents in an inbound and outbound sales and help
desk call center environment. Clients included: BellSouth ADSL, Adobe, Cybuy,
and Sephora.com. I was Responsible for P&L and all call center metrics that
included service level, average handling times, and other Agent efficiency. The
management of these key indicators resulted in all company objectives being met
and all client penalties being avoided. I was also responsible for all call
center operations, facility management, training, vendor relationships, and
IT/IS functions. I introduced a new office function the 'Intra day desk'. This
function increased office efficiency, communications and productivity. This
process
allowed management to better organize and control the day-to-day working
environment within the call center. The 'Intra day desk' function and made all
personnel more aware and accountable for their results on an individual and
team basis.
R H MANAGEMENT CONSULTING
-Phoenix, AZ 5/1998 to 7/1999Call Center and Management Consultant
Call Center & Management Consultant for start up and existing call centers. I
provided a consulting roll to management of operations for fortune 500
companies in the call center and health care and insurance industries.
EXCELL AGENT SERVICES
(AT&T)- Peoria, AZ 5/1996 to 5/1998Customer Service Manager
Managed a Call Center of 50 to 250 Agents in an inbound call center environment
for AT&T. I maintained and increased operator efficiency, resulting in all
company objectives being met. I introduced new pay for performance incentive
plans reducing attrition and increasing productivity. I managed the quality
monitoring and evaluation
process to assure world-class service was provided for AT&T. I development a
new assessment process this assured top performers would be rewarded for their
contributions in meeting all office goals. I made sure all employees were
coached; motivated, and developed this maintained a management commitment to
the employees and an investment into employee growth for the company.
U S WEST COMMUNICATIONS
- Phoenix, AZ 8/1981 to 5/1996Call Center Manager
Phoenix, AZ
Managed an office of 169 Agents in an inbound call center for a regional bell
operating company. The call center received the Presidents club Award for top
performance in the company. I was responsible for the development and
assessment of office goals. I was responsible for P&L and all call center
metrics which included service level,average handling times, and other Agent
efficiency, for all call center operations, facility management,
training,vendor relationships, IT/IS functions, coaching, and development of
employees.
U S WEST COMMUNICATIONS
Operations Manager
Phoenix, AZ
Managed a staff of Operations managers that was responsible for overseeing all
26 U S West Call center Operations. The group delivered accurate tracking and
timely reporting of all U S West operations. This included operation
efficiency, revenue and products sold and lost on a monthly basis, headcount,
expenses and call volume in order to analyze sales, close ratios and
provisioning. The group development an assessment process for meeting office
goals, ssessment of the operation and its facility, and a management ranking
based on performance. The group established and tracked all 26-call center
budgets. The group made all Call Centers accountable for results and
operational functions. The group received Presidents Club award for top 10%
performance.
U S WEST COMMUNICATIONS
Compensation Manager
Phoenix, AZ
Managed a staff of Managers, programmers and clerical staff responsible for
tracking and reporting and paying of all sales in the company. The group
developed all pay for performance sales incentive plans for the company. The
group received Presidents Club Award for top 100erformance in 1993 and 1994.
I received Partnership Award,
for linking all 60,000 employees together. I was responsible for the P&L and
coordination of all activities travel, training, scheduling for the group. The
end result to drive sales and collection results to the bottom line of the
company and make all Sales and Collection Call Centers accountable for results.
U S WEST COMMUNICATIONS
Call Center Sales Manager
Phoenix, AZ
Managed a staff of 80 Sales Managers and clerical staff responsible for in and
outbound sales of medium to small businesses. I was responsible for the
development and assessment of office goals. I was responsible for P&L and all
call center metrics which included service level, average handling times, and
other Agent efficiency, for all call center operations, facility management,
training, vendor relationships, IT/IS functions, coaching, and development of
employees and the performance and results of the group. I received Presidents
Club Award for top 100erformance. I increased sales for TAS, Watts, 800,
Special Circuits and Special Events.
U S WEST COMMUNICATIONS
Regional Call Center Sales Manager
Denver, Colorado
Managed a staff of 85 Managers, programmers and clerical staff responsible for
sales and customer service in an outbound telemarketing call center
environment. The group providing end-to-end service of high tech services such
as: T1, Frame and high-speed data services. I was responsible for P&L, call
center metrics that included service level, average handling times, and other
Management efficiencies tracked for call center operations. Other
responsibilities included: facility management, training, vendor relationships,
IT/IS functions, coaching, and development of employees and the performance and
results of the group. I received Presidents Club Award for top 100erformance.
U S WEST COMMUNICATIONS
Training Instructor
Denver, Colorado
Trained and developed new sales courses tailored for sales, collections and
management development. I was the lead trainer for U S West Collection units,
inbound Sales Units, outbound Telemarketing Units and Management Development. I
trained management courses in: Risk Management, Team Building, Conflict
Resolution, Coaching and Diversity. I trained over 3000 exempt and non-exempt
employees during this time.
U S WEST COMMUNICATIONS
Sales & Collections Service Representative
Denver, Colorado
Sold and collected all telephone products and services. I was the #2 sales
person in company for two years. I received the Presidents Club Award for Sales
in recognition of maintaining sales of over $1 million in a year consecutively.
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