Customer Service Quality Assurance

GaryA Harris

Email: **********@********.***

Address: *** ******* ***

City: Pickerington

State: OH

Zip: 43147

Country: USA

Phone: 614-***-****

Skill Level: Director

Salary Range: $130,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

GARY A. HARRIS

628 Brevard Circle * Pickerington, OH 43147

614-***-**** ***********@********.***

CONTACT CENTER/OPERATIONS EXECUTIVE

Leadership/Management * Training & Development * Customer Relationship Management

Highly motivated professional with more than 15 years` customer support/service leadership experience. Proven ability to build, motivate and manage strong customer service teams, driving companies to succeed with substantial ROI while exhibiting entrepreneurial zeal in all endeavors. Expertise analyzing, implementing and managing Customer Care functions, Workforce Management tools and enhanced reporting tracking systems.

Key Competencies

Process Implementation * CRM * Strategic Business Relationships * Customer Satisfaction * Compliance

Quality Assurance * Contract Negotiation * Strategic Development * Project Management

PROFESSIONAL EXPERIENCE

INTERSTATE GAS SUPPLY, Dublin, OH 2009 to Present

Director of Customer Operations

Direct all customer support/services operations for 150 employee support organization, including gathering and evaluating customer insight to fuel change organization wide, across operations/departmental and functional boundaries.

Directly recruited for strategic position tasked with driving key initiatives focused on boosting revenues and reducing costs during high growth period while preserving customer relationships. Provide recommendations for and monitored execution of improvements in marketing material, call handling, budget format and outsource solutions.

* Managed process for outsourcing applications to off-shore organization including evaluating site and conducting essential due diligence, followed by recommendation.

* Streamlined and standardized operational processes for new WebChat (LivePerson technology) and E-mail (AVAYA CMS and CCE interface) handling.

* Effectively managed cost to P&L Budget requirements in excess of $25M annually.

* Developed and implemented Call Copy monitoring forms and self developed questions, boosting Quality monitoring scores from 68% to 88% within first year of implementation.

* Implemented performance management process for customer operations team, increasing efficiency and boosting sales.

* Successfully managed operations through major customer acquisitions, expanding customer base from 650K to 850K customers.

* Implemented pay for performance salary administration program, resulting in improved customer satisfaction ratings/feedback.

* Implemented and managed quality monitoring and coaching program for contact center associates, providing monthly feedback to employees and improving employee performance ratings.

* Developed, implemented and managed service and sales strategy for inbound and outbound calls, training all agents on sales, techniques to up sell and cross sell opportunities while implementing a sales commission plan to help change the culture from service to sales, increasing Outbound rates from 38% to 65% and inbound close rates from 26% to 48%.

FISERV, Dublin, OH 2006 to 2009

Operations Manager/Director

Managed contact center and day to day operations for 7 exempt and 200 non-exempt contact center associates.

* Designed and implemented Leadership Development plan across enterprise organization, ensuring organization is prepared with next generation pipeline of leaders.

* Successfully managed cost to P&L Budget requirements of $9M annually.

* Developed and managed strategic business relationships, collaborating to create a customer friendly, enthusiastic work force through empowerment and fostering teamwork.

* Monitoring and analyzing expenses to provide recommendations for maximizing cost/performance efficiencies.

THE SCOTTS MIRACLEGROW COMPANY, 2005 to 2006

Manager of Customer Service & Administration

Managed customer service support and administration, quality assurance and collections functions for 63 hubs, >200 employees. Managed cost to EBITA requirements. Led all aspects of call flow management with training and policy & procedures manuals.

* Designed and implemented monitoring programs including pay for performance, incentives for quality scores and customer surveys, collection incentives for exceeding standards and incentive plans, resulting in an increase in performance standards and results.

* Hired, mentored, trained and managed inbound and outbound central call center of 50 agents, including developing and launching CBT tools to improve performance.

* Created and implemented call handling standards, service level criteria and performance monitoring metrics.

* Effectively managed $3.3M P&L and annual operating budget.

* Created, implemented and managed standardized customer service, collection and quality assurance matrices to 68 branches throughout the U.S., resulting in consistent customer handling protocols and reduced FTE needed to support customer base.

* Monitored and analyzed call center costs, incorporating the branches service, collection budget into the HQ (contact center) budget expenses to provide recommendations for maximizing cost/performance efficiencies.

DISCOVER FINANCIAL SERVICES, INC., Mill Run, OH 1995 to 2005

Consumer Credit Counseling & Inbound Manager 2004 to 2005

Managed inbound call center function for 500 person organization, including direct management of 100 employees. Directed all aspects of call flow management including managing cost to budget requirements.

* Effectively hired, mentored, trained and managed inbound call center division.

* Designed, implemented and managed monitoring programs and incentive plans, increasing performance standards and results.

* Established and implemented call handling standards, service level criteria and performance monitoring metrics, increasing agent production.

* Monitored and analyzed workflow, implementing strategies to improve service quality and cost efficiency.

* Effectively managed $2.8 P&L and monthly operating budget.

* Identified and effectively resolved operational issues eliminating inefficiencies that affected program performance.

* Monitored and analyzed expenses, providing expert recommendations for maximizing cost/performance efficiencies.

Debt Sales Manager 2002 to 2004

Managed Recovery Center Department dedicated to the divestiture of $280M in monthly bad debt charge-offs for major credit card and consumer lending organization. Managed process of servicing clients following sale of accounts, resolving compliance defects.

* Established and maintained strategic business relationships with vendors, effectively negotiating contracts to obtain the best price in the sale of an individual monthly portfolio valued at $90M.

* Calls on potential clients and performs due diligence including review of audited financial statements, completion of general information document describing processes in several areas, visiting clients at their corporate locations and guiding clients during on-site visits through the operations facilities.

* Created and analyzed consistent, accurate reports based on sales models, enabling elevation of portfolio value.

* Effectively managed/maintained $1.9M annual operating budget, adhering to organization recovery plan.

* Collaborated with external auditors in the evaluation of Recovery Center financial processes, ensuring legal compliance.

Training Manager 2000 to 2002

Led training function for Collection Center, ensuring that all training needs were met for 900 people.

* Executed new hire, transitional and recurring training programs, including training of up to 128 newly hired employees per month. Organized and scheduled classroom training schedules.

* Collaborated/partnered with National Design Team to ensure proper training material was current with government regulations, and designed/rolled out to the center in a timely manner.

* Conducted regular meetings with members of the Senior Management Team, ensuring respective needs were met.

Reporting Manager

Collections Supervisor

Collection Team Lead

Collector

MILITARY EXPERIENCE

US Army Reserves / Army National Guard

EDUCATION & DEVELOPMENT

Bachelor of Science in Business Administration, Ohio Dominican University - Columbus, OH

Customer Solutions University -Fiserv

PROFESSIONAL ORGANIZATIONS/SPEAKING ENGAGEMENTS

Contact Center Networking Group - Local District Leader

ICMI - Member

Contact Center Executive Forum - Member

Mill Run United Way Committee - Former Chairman

Business Organization & Occupation Service Training (BOOST) - Community Outreach Program Instructor

New Albany Chamber of Commerce - Discover Financial Services Representative

Junior Achievement - In Classroom Consultant

Contact Center Networking Group (CCNG) - Key Note Speaker and Webinar Panel Participant

TECHNOLOGIES

CMS, Call Copy, AVAYA proactive solutions dialer, AVAYA CCE, ADP payroll systems, GMT WFM tool

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