Manager Quality
Resume:
David Custance - Manager of Quality Support
**** *. ******** **. *** 1170, Tempe AZ, 85282
**************@*****.***
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Skills
●Knowledge around workforce management, quality analysis, training, reporting and operations
●Data analysis of call center metrics in regards to agent performance and site revenue
●15+ years of call center experience in technical support, billing, and finance.
●Computer skills: Excel, Word, PowerPoint, Google office programs, IEX, Verint, Nfocus, Android/Chrome OS, Salesforce and Windows
●Process improvement regarding practicality and efficiency
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Experience
Indeed Inc. – Manager of Quality
November 2018 – May 2019
Responsibilities
●Lead a team of 6 Quality Analysts
●Worked alongside teams from Dublin, Sydney, and across the US to calibrate on calls, chats, and emails
●Worked with senior leadership to create monthly business reviews as well as quarterly reviews
●Assisted with the complete revamp of the Quality Support role and program. This consisted of multiple stakeholder meetings and creating and recreating the QS form as well as figuring out how it would be compatible to other business units
Freedom Debt Relief - Payment Operations Manager
December 2017 – August 2018
Responsibilities
●Responsible for four teams leading Payment Operations including Payment Remittance, Payment Research, and Payment Escalations
●Tasked with clearing a backlog of work that hadn’t been prioritized and was able to lower that amount by 40%
●Worked directly with creditors to resolve outstanding issues
●I was in charge of our employee satisfaction group delivering weekly events and prizes
Freedom Debt Relief - Resolutions Supervisor
May 2016 – December 2017
Responsibilities
●Supervised subject matter experts and worked all Better Business Bureau and Consumer Affair complaints
●Reported on NPS results as well as ways to improve
●Supervised the Client Services Resolutions Team
●Taught advocates how to have important difficult conversations with our clients on remaining in the program and how to handle escalations and requests to remove accounts from the program
●Resolved highly escalated situations for clients
●Oversaw The Executive Services Advocates who handled our Wholesale Helpdesk, Retail Help Desk, Better Business Bureau, Consumer Affair, and Facebook complaints
●Was promoted to Manager of Operations for Client Services in April of 2017 where I over saw 4 teams who were all cross functional
Xerox on the Google Project - Manager of Operations
October 2014 – April 2016
Responsibilities
●Promoted to Manager of Operations where I managed 11 teams of up to 198 representatives
●Managed Training, Quality, and Subject Matter Experts
●Provided CSAT and other data analysis to Google for weekly, monthly and quarterly business reviews
●Provided advice and implementation on product, policy, process, and agent dissatisfaction to improve the overall customer experience and Google services
●Assisted in identifying and troubleshooting emerging issues and bugs
●Held daily meetings with executives and Google in regards to site revenue and performance
Xerox on the Google Project - Supervisor of Operations
October 2013 – October 2014
Responsibilities
●Supervised teams of up to 20 contact center representatives while managing improvement in their metrics as well as the overall sites performance
●Created a specialized program to assist struggling representatives
●Created the nesting program that followed training which hadn’t previously existed
IBM on the Sprint Project - Customer Solutions Manager
April 2010 - October 2013, Bremerton, WA
Responsibilities
●Trained and developed teams up to 34 agents in size across multiple performance metrics while scoring in the top 5 of our site on a regular basis
●Held daily coaching with agents to improve performance metrics including quality monitoring to ensure effective implementation
●Worked hand in hand with the client on multiple projects involving the mobile industry on emerging issues and system implementation
Teletech Inc. -Team Lead - CSR
April 2004 - April 2010, Bremerton, WA
Responsibilities
●Assisted customers to better understand our services and their options as well as troubleshoot any technical issues they had with their mobile service/device
●Worked with our WFM team with a project involving call volume, AHT, and how to make our representatives more efficient
●Joined our “Learning Lab” to assist in making the transition from training to production more successful
●Promoted to Team Lead where I paired with supervisors on coaching, escalated customer issues, and representative questions
References
Training Manager - Oneishia Heard - 602-***-****
Client Services Manager - Courtney Tillman - 920-***-****
Supervisor of Underwriting - Jesus Diaz – 602-***-****
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