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Operations/Leadership

Location:
Greenville, South Carolina, United States
Posted:
February 26, 2018

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Jeff S. King

*** ****** **** ** **********, SC **642

864-***-**** – mobile – ac4mfc@r.postjobfree.com

OBJECTIVE: SR OPERATIONS/CONTACT CENTER MANAGEMENT/ ACCOUNT MANAGEMENT

Leadership roles in the Contact Center industry for more than 28 years.

Successful track record of growing top line revenue and increasing gross margin.

Successful track record of exceeding Client based SLA metrics and maximizing Client Retention.

Focused on continuous improvement and staff development to maximize the customer satisfaction of our internal human capital.

PROFESSIONAL EXPERIENCE & ACHIEVEMENTS:

DIRECTOR, Operations Control Center AUG 2012 – FEB 2018

Ecova/Engie, Atlanta, Georgia

Director of Operations Control Center. Managed 70 seat Energy Management Services (Tier 3) technical support center supporting 19,000 commercial sites.

Our team’s efforts resulted in saving Clients over $3M in reduced energy consumption and maintenance expense by proactively monitoring EMS alarms, first call remote resolution, and providing intelligent dispatch.

Managed successful installation of Energy Management System Controls in over 500 commercial sites from 2015 – 2017.

Additional responsibilities include, P&L (6M), Training, Quality Assurance, Leadership Development, Service Level Delivery, Vendor Management, and Client Account Management,

Reduced internal attrition from 20% to 11% over 2 year period by creating a self-paced continuous education program that allows each person to take ownership of their career progression.

Improved Business Unit gross margins by 12% in 2017 by implementing a revised workforce planning program, and revised training and quality assurance program.

5 consecutive years exceeding budget goals. 100% Client retention during that same 5 year period!

Exceeded work order accept/redirect SLA of 90% for all Monitoring and Maintenance clients in 2017.

DIRECTOR, US OPERATIONS MAY 2010 – AUG 2012

Utility Partners of America, Greenville, South Carolina

Director of Customer Care for 40 seat inbound/outbound contact center supporting installation activities for AMS Smart Meter installation nationwide.

Increased staff productivity by over 60% by implementing an outbound dialing solution. Introduced and implemented new technology to migrate from manual calling to automated dialer.

Improved business unit gross margin by 6% by implementing streamlined work flow process, and eliminating more than 75 seconds off of current inbound handle time.

DIRECTOR, US OPERATIONS MAY 2008 – MAY 2010

Concentrix – (BPO), Greenville, South Carolina

Director of two - 300 seat, US based call centers for BPO Organization. Responsible for 25 clients, handling technical support, customer service, inbound/outbound B2B sales, outbound lead generation, and outbound collections.

oManaged all operational activities including Recruiting, Hiring, Retention, Training, Quality Assurance, Leadership Development, Service Level Delivery, and Client Account Management.

oSuccessfully achieved all client directed KPI’s (AHT, ASA, Hold, and Transfer) for frontline employees through consistent coaching, specialized training, and consistent evaluation and appraisal process.

oImproved Site Quality Assurance scores from 82% to 90% by revising the business work flow and call flows based on Voice of the Customer feedback

oCommunicated regularly with Account Management to address any client related matters

oConducted focus groups with representation of all departmental and functional groups aimed at improving overall operations at center

oImplemented “pay for performance” variable compensation for both Agent and Supervisor levels that tied compensation directly to program KPI’s.

T-Mobile USA, Redmond, Oregon AUG 2007 – MAR 2008

GENERAL MANAGER, CUSTOMER CONTACT CENTER

General Manager for single US based contact center for large Telecommunications Company. Responsible for daily operation of 600 seat, inbound center handling multiple call types including Billing, Technical Support, and Customer Loyalty/Retention. Other responsibilities included:

oImplementation of a $32M operating budget.

oInitiated loyalty and retention training for all front-line staff. Best in class customer satisfaction begins with the first call or first interaction with a customer. Never wait until the customer is dissatisfied to provide a higher level of service.

oFacilitated an extensive leadership development program for directors, managers, and frontline supervisors.

oIncreased “One Call Resolution” percentage from 59% to 72% by training Tier 1 staff on fundamental Tier 2 responsibilities.

oImplemented Quality Assurance scoring methodology based on four key drivers: Courtesy, Concern, Timely Resolution and Knowledge.

oIntroduced Managers and Coaches to the concept of “Managing to a Balanced Scorecard”.

EchoStar Communications Corporation, El Paso, Texas JAN 2005 – AUG 2007

SITE DIRECTOR, CUSTOMER CONTACT CENTER

Site Director for single site, 24/7, inbound/outbound, multilingual, 1,050 seat for Satellite Television Distribution Company. Scope of operations includes Customer Service, Billing, Technical Support, Partnership Marketing, Customer Loyalty, and Direct Sales. Direct reports include, Resource Planning Manager, Training Manager, Facilities Manager, and an Operations staff of 23. Additional responsibilities and achievements included:

oResponsible for staff of 1500 TSR’s, Supervisors, Managers and SR Managers.

oImplementation of a $40M operating budget.

oImproved key performance metrics through the introduction of departmental scorecards, and continuous coaching and development at all levels.

oMember of the EchoStar “Voice of the Customer “team. This team reviewed customer interactions, hosted customer focus groups, and used the data to revise and refine scripting, and process improvement.

oCreated employee retention plan that resulted in a drop in employee attrition from 78% to 62% in 1 year.

oImplemented new hire on-boarding program that provided a positive transition from the training environment to the production floor.

oTook an active role in the leadership development of Supervisory staff at all levels by meeting with or shadowing each staff member and personally reviewing leadership action plan.

oChampioned cross departmental communication by meeting with IT Services and Field Services on a consistent basis to review process improvement, process flow, and quality assurance.

Xcel Energy Services, Amarillo, Texas JAN 2003 – JAN 2005

SITE DIRECTOR, CUSTOMER CONTACT CENTER

American Classic Voyages, New Orleans, Louisiana APR 1998 – JAN 2003

SR DIRECTOR, CALL CENTER OPERATIONS

Ticketmaster Florida, Inc., Orlando, Florida

CALL CENTER DIRECTOR FEB 1990 – APR 1998

EDUCATION / INDUSTRY EXPERIENCE / TRAINING:

B.S. (Business Administration), University of Central Florida, Orlando.

Industry experience: Telecommunications, Computer Hardware/Software, Utility – Gas/Electric, Consumer Goods and Services, BPO, Energy and Sustainability, and Facilities Management.

Other training: ACD, IVR, MS-Office, Avaya -CMS, Visio, and ADP, One HR, Five 9, and WorkDay.

COMMUNITY INVOLVEMENT:

United Way Volunteer – Greenville, SC

American Red Cross Board of Directors - El Paso, TX

United Way Volunteer – El Paso, TX

Big Brothers/Big Sister Volunteer – El Paso. TX & Amarillo, TX

Habitat for Humanity Volunteer – Tampa/St Pete, FL

Participated on New Orleans Economic Development Council subcommittee to produce Call Center Simulation Training at 2 local colleges. – New Orleans, LA



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