Customer Service Management

SHELDON J. NUHFER

**** ****** **** *** ****: 479-***-****

Fort Smith, AR 72916 ********@*****.***

MANAGEMENT PROFESSIONAL

with expertise in

Workforce Management Contact / Call Center Operations Performance Improvement

Impressive management career with industry leaders highlighted by steady advancement and double-digit improvements

in productivity and employee performance. Characterized as a motivator and coach who drives operational excellence by

analyzing the business, leveraging internal and external resources, and pioneering inventive programs, processes, and

initiatives that maximize staff capabilities, customer service / satisfaction, cost savings, and revenue. Couple strong

technical acumen with hands-on management responsibility for:

Operations Management & Streamlining Staff Training, Development & Leadership

Strategic Business & Capacity Planning Multi-Site Systems Implementation & Management

Forecasting & Scheduling / Resource Optimization Budgeting, Payroll & Cost Control

Call Routing & Handling / Real-Time Processes Vendor & Customer Relations / Customer Service

Performance Management / Evaluation & Tracking Program, Process & Procedure Development

PROFESSIONAL EXPERIENCE

EXPERIAN CONSUMER SERVICES, Van Buren, AR 2009 to Present

Market leader in online credit reports, scores, and protection monitoring products; a subsidiary of Experian Interactive.

Sr. Workforce Management Manager

Multifaceted role enhancing efficiency of multi-site inbound call center operation – pinpointing optimization opportunities and

providing strategic direction to cross-functional team of 15 scheduling, forecasting analysis, and supervisory / administrative

staff. Instill a collaborative, customer-centric approach to ensure peak performance and service: work closely with clients,

outsourced partnership organization, and across the enterprise including finance, HR, operations, marketing, training, reporting,

IT, and QA departments. Report to Vice President of Operations.

Spearheaded implementation of workforce management software, initiating real-time management and propelling

significant productivity improvements to include 95%+ call volume forecasting accuracy, 93% schedule adherence, and the

attainment of service level goals across all lines of business.

Championed development of business continuity plan including call redirection process, stakeholder notification

procedure, and offsite tools / resource allocation – ensuring uninterrupted customer service in event of an outage.

Identified areas needing advancement and drove critical initiatives: reengineered departmental procedures;

instituted new workforce strategy; and created daily, weekly, and monthly forecasts for multiple business lines.

Enhanced service level continuity and minimized variances during high-volume call periods through the design,

rollout, and management of new “DEFCON” process for entire organization – introducing series of steps outlining proper

team actions according to service, queue, and staffing levels.

Successfully brought on 5 new outsourcing sites and formed unified virtual center – cultivating relationships and

working cooperatively with multiple teams to align all processes and procedures.

BLAIR CORPORATION, Warren, PA 1980 to 2009

One of America's largest direct marketing mail order retailers, selling clothing and household goods.

Traffic Center Manager (2007 to 2009)

Promoted to operational leadership position and challenged to increase cost savings and service level metrics attainment for 3

call and outsourcing service centers supporting multiple leading brands – administering call volume allocation between

automatic call distributors (ACDs) and directing personnel in the collection, evaluation, and reporting of scheduling, call

volume, and performance trends.

continued…

SHELDON J. NUHFER Page 2 of 3

********@*****.***

Workforce Management Manager / Telecom Analyst (1998 to 2007)

Multifaceted management role examining performance and steering strategic testing, recommendations, and plans to elevate

workforce efficiency. Diverse scope of accountability included staff scheduling; performance tracking and evaluation; budget,

order forecast, and production reporting; program development; systems administration and troubleshooting; and staff coaching.

Additionally served as department PC Coordinator.

Recommended and led transition of Pipkins workforce management software from standalone PC to network

server, enabling all call centers to utilize tool. Collaborated with workforce management vendor and IT, call center

operations, network control, and telecom departments to drive successful, seamless implementation.

Designed, tested, and deployed “Blair Hoteling Program” in 3 call centers, working in tandem with outside vendor

to create software program that resolved insufficient seating capacity by maximizing workstation efficiency. Efforts

eliminated need to open new call center, facilitating significant cost savings.

Lifted agent utilization 10% by transitioning all centers to more flexible scheduling practices, accounting for

multiple queues and hours required to fulfill business needs.

Assistant Call Center Manager (1995 to 1998)

Oversaw and motivated multi-tiered team of up to 180 order handling employees including supervisors, team leaders, phone

representatives, and clerks – conducting evaluations, providing feedback and training, and enforcing company policies to

establish a streamlined operation with top performers providing best-in-class service. Handled complex escalations and

inquiries, personally calling special cases to assure proper customer care.

Credit Analyst & Edit Supervisor (1990 to 1995) Supervisor I, Production & Scheduling (1985 to 1986)

Supervisor, Mail Opening (1988 to 1990)

Rapidly progressed through a series of positions of increased responsibility with Blair Corporation, holding full liability for

scheduling, performance evaluation, and management of up to 62 employees. Oversight spanned mail distribution, customer

inquiries / complaints, credit approval / denial, inventory control, and production.

Additional professional experience nurturing training, leadership, and motivational skills as senior-level cross-country coach

for both junior-high boys and girls in the Warren School District.

EDUCATION & PROFESSIONAL DEVELOPMENT

JAMESTOWN COMMUNITY COLLEGE, Warren, PA

Studies in Computer Technology

UNIVERSITY of ARKANSAS, Fort Smith, AR

General Studies

ROSETTA STONE

Language Learning - Russian

Recent Coursework & Seminars Include:

COPC High Performance Management Techniques Myers-Briggs

Developing Supervisors Who Lead Interaction Management (DDI)

Stephen Covey Effectiveness to Greatness Behavioral-Based Coaching

Adherence & Attendance Leading for High Performance

Workplace Violence & Harassment Prevention Principles of Project Management

Security Fundamentals for Managers & All Staff Ethical Principles & Fraud Prevention

Intellectual Property - Protecting & Respecting Intangible Assets Presentation Skills

Analyze & Monitor Call Data Training Dispute Resolution

SHELDON J. NUHFER Page 3 of 3

********@*****.***

Power of Your Presence Global Anti-Corruption

Business Grammar UDAAP (Unfair, Deceptive, Abusive Act or

Practices)

Program Expertise & Technical Training Include:

Pipkins Workforce Management Software & Seminars Windows 7, Firefox & Internet Explorer

Advanced MS Access, Excel & Word PC Information Security Training

Avaya CMS & CMS Supervisor Effective Email Management

AT&T Route-it & Interactive Advantage Call Detail Analysis HTML - Create Your Own Web Pages

MS Outlook, Project & PowerPoint Network Security & Fraud Prevention

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