Customer Service Sales

MICHELLE LOCKE

**** ******'s Creek Pike Thompson Station, TN 37179

(c) 615-***-**** *********@*****.***

Accomplished Service Operations Leader

Call Center Management . Client Services . Helpdesk Support Management

A results-oriented, self-motivated team player with over 15 years of

diverse leadership experience, crafting and implementing successful and

lasting collaborative strategies to improve operations, control cost and

drive revenue and profits. A visionary pacesetter adept at fostering

operational improvements to take organizations to the next level. An

outstanding leader and master organizer, expert at creating innovative

ideas, developing people and refining processes.

CORE COMPETENCIES

Operations/Project Management . Leadership/Team Building . Strategic

Planning

Recruiting/Training/Mentoring . Cost Savings Initiatives . Process

Development

Technical Helpdesk Support Management . Call Center Leadership

Account Management . Change Management

Healthcare . Government Sub-contracting . ecommerce Retail

Operational Enhancements . Technology Implementation

SELECTED ACCOMPLISHMENTS

. Increased Net Promoter Scores (NPS) from 88% to 92% and higher,

consistently, for AT&T Mobile Technical Support.

. Led project plan to launch Verizon on Mobile Tech Support line of

business aggressively worked with client on establishing contractual

goals.

. Implemented Subject Matter Expert escalation line for agents who were

struggling with technical callers- improved NPS and client satisfaction

with technical support team.

. Increased automated email trigger functionality from 15 million to 20

million emails, resulting in a cost savings in excess of 2 million

dollars in reduced call volumes.

. Utilizing live chat platform, increased agent concurrency/production

thereby decreasing call volumes across clients.

. Brought about increased, consistent, year-round profitability to

ecommerce call center, after many months of sub-par performance.

Omitted the need for seasonal temp staffing, realigned compensation

structure for department, and increased sales by 40% in the first six

months.

PROFESSIONAL SKILLS

OPERATIONS LEADERSHIP / STRATEGIC PLANNING

. Appropriately prioritizes team goals and individual goals to

effectively achieve business objectives.

. Prepares and implements business plans, operating and capital budgets,

and operational plans and procedures.

OPERATIONS LEADERSHIP / STRATEGIC PLANNING (continued)

. Actively participates in new client relations, campaign recruiting,

bidding and evaluation of company acceptance through sales analysis.

. Decreased operating expenses through organizing resources, reviewing

all vendor contracts, and streamlining operating processes and systems.

. Highly experienced establishing priorities, meeting critical deadlines

and coordinating functions that are vital in achieving company

objectives.

. Possessing in-depth knowledge and practical experience managing staff,

implementing policies and procedures, and overseeing operations to

ensure continuous productivity and efficiency.

CONTINUOUS IMPROVEMENT / QUALITY

. Continually seeks opportunities to make quality and customer service

improvements to ensure the highest levels of quality, timeliness and

customer satisfaction, which directly support business requirements and

other organizational areas.

. Updates and continuously develops knowledge of products processes, and

call center trends to provide recommendations that improve the customer

experience, employee satisfaction, and corporate performance.

. Manages Quality Assurance of all representatives (in house and with

clients), handling call escalations, and facilitating side-by-side

mentoring and coaching, for optimal productivity.

. Establishes production metrics, agent scorecards, and real time chat

performance reporting.

. Initiates, leads or delegates process improvement activities to drive

results, and streamline processes.

TALENT MANAGEMENT / TRAINING & DEVELOPMENT / COACHING

. Identifies, develops and leverages existing talent to support growth

through the talent planning process.

. Recognizes and rewards behaviors that are in direct alignment and

support of corporate employee guidelines to promote a high-performance

team, year after year.

. Trains and coaches Supervisors on the essential skills needed to

succeed.

. Cultivates a collaborative learning environment by modeling the

appropriate purpose, values and continues and enhances a culture of

values, trust, and career development

. Actively seeks input from team members who will be impacted by any

changes to existing operations.

. Reviews and assists with any needed updates or revisions to employee

handbooks, training manuals, and quality control policies and

guidelines.

. Conducts performance evaluations and corrective actions as necessary.

. Oversees and manages sales representative's performance measurements

and enforcement of shift reports and sales quotas.

. Maximizes unit performance through consistent and effective coaching

and feedback.

. Partners with others to create individual training and development

plans that support performance needs and career growth for managers and

associates.

. Ensures optimal staffing levels and provides a quality on-boarding

experience for all associates.

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RELEVANT EXPERIENCE

ASURION (Contracted through MasterStaff) 2011 - 2012

Sr. Mgr., Operations Mobile Tech Support (Mar. 2011 - Nov. 2012)

Supported AT&T while launching Verizon Tech Support line of business -

increased staff count from 50 agents to 200 over a five month period.

Consistently met and exceeded all client contractual obligations for

both AT&T and Verizon. Primary operational and quality contact for

AT&T contract.

ASURION (Contracted through Master Staff) 2011 - 2012

Sr. Mgr., Live Chat/Email Channel-Web (Aug. 2011 - Mar. 2012)

Seamlessly on-ramped new clients to the live chat platform, current

implementations include AT&T and Sprint mobile carriers. Oversaw and

managed the live chat helpdesk for user inquiries, platform issues,

and chat enhancements across all chat supported clients for iWeb and

Mobile Tech Support. Established a robust, scalable e-mail and chat

solution that provides the organization with the ability to handle

basic and advance inquires, proactive status and follow up messaging

to subscribers, closed loop feedback mechanisms and user friendly

infrastructure that provides Speed to Market, Flexibility and User

Control.

C-TEL, LLC 2010 - 2011

Director of Sales and Operations

Managed the opening and closing of the call center; administered

outbound sales campaigns, increased close rates by training, managing,

coaching and motivating sales representatives.

Increased outbound sales by 30% in the first five months revamped

training program and worked with agents to increase departmental close

rates.

MAGAZINES.COM 2008 - 2010

Senior Director, Customer Care/Operations

Managed resources, developed customer service strategies and provided

strong leadership to ensure that production and quality of work met

organizational goals. Directly managed the Operations team on process

improvements as well as timely fulfillment of all gift cards and

magazine publications.

AIM HEALTHCARE SERVICES 2006 - 2008

Manager, Business Operations Quality

Managed the Quality Assurance team and the service it provided to Data

Mining. Influenced training, standard process documentation and

improvement, overall account team overpayment discovery process,

feedback loops, and overall quality improvement.

CIGNA GOVERNMENT SERVICES 2002 - 2006

Director, Customer Service Operations

Responsible for overseeing a staff of 100-150 exempt and non-exempt

employees in Customer Service call center operations. Monitor phones

and written correspondence workload daily and ensures that all areas

of work are processed to meet CMS and CIGNA timeliness and quality

goals.

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EDUCATION

MIDDLE TENNESSEE STATE UNIVERSITY 1990 - 1994

(degree pursued)

CERTIFICATIONS

. Nationally Certified in Call Center Management (2005), STI Knowledge

. ISO-9000 Certified (2005)

. University of Alabama School of Engineering

. Six Sigma Greenbelt

ADDITIONAL TRAINING / MEMBERSHIPS

. Six-Sigma Green Belt Leader- led three projects saving 300K annually

. Member International Customer Management Institute (ICMI)

. Strategically planned all internal efforts to gain ISO9000

certification

. Targeted Selection - Interviewing/recruiting class

. Managed Care, HIPA, Contracts and Duplicates training

. Creating Optimism in the Work Place

. "Train the Trainer" training class

. "7 Habits of Highly Effective People"

SOFTWARE PROFICIENCIES

. Fluent in all office tools: Microsoft Word, Excel, Project Planner,

Power Point, Outlook

. Share point site administration, Micro Strategy reports

. Administrator in Live Person - Live Chat ecommerce software

. Administrator in Avaya - Telecommunications platform

. Administrator in ETalk- Call recording platform

. Administrator in Right-Now Technologies- Live Chat ecommerce software

. Administrator in Exact Target - Email campaign software

. Administrator in Strata Launcher - Predictive dialer

. Fluent in Call Center Management Software/Reporting: Avaya CMS

Supervisor, IEX Call Scheduling /Forecasting tool, Aspect Call

Scheduling/Forecasting tool, EAS (Expert Agent Selection)

. Familiar with SQL computer language

Letters of recommendation attached- References upon request.

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