Project Manager Management
Resume:
GREGORY SINGLETON
Hoover, AL. 35216 *****************@*****.***
DIRECTOR OF CALL CENTER OPERATIONS
Call Center Operations ( Staff Training/Development ( Business
Startups ( Matrix Teams ( Staffing
Competitive Local Exchange Carrier (CLEC) ( Telecommunications (
Infrastructure ( Project Management
Key Performance Indicators ( Policies/Procedures ( Service Level
Agreements ( Vendor Relations
Results-driven Telecommunications and Call Center Operations expert with
expansive background developing and executing effective strategies to drive
national business and account growth, secure customer loyalty, increase
operational efficiency, and maximize profits. Skilled in launch of
divisions and new business start-ups, building both internal and client-
based technical infrastructure and leading client communications for
superior account management. Adept at contract negotiation and vendor
relations, establishing nationwide/multi-national matrix for client support
and service.
COMPLETE COMMUNICATION SERVICES, INC. Pelham, Alabama
(Competitive Local Exchange Carrier [CLEC], providing telecommunications
and infrastructure design, installation, repair, and maintenance )
Project Manager
2014 to Current
Contract Project Manager
2012 to 2014
Serve as contract Call Center Senior Operations Manager, partnering with
Director of Operations and Vice President in project management capacity to
oversee integration of new business into Complete Communication Services
(CCS) operating platform. Manage servicing for portfolio of approximately 6
enterprise nationwide accounts, directing 15 call-center Account
Representatives in 24/7 service environment. Provide initial baseline
client communications, establishing foundational relationship and training
clients on CCS policies and procedures for maintenance and repair of voice
and data infrastructure.
< Personally train client staff on reporting process, ticket submission,
and parameters of Service Level Agreements (SLAs), integrating clients
into CCCS systems with project life cycle of up to 18 months.
< Lead project management of pre-install site surveys, major network
installations, move/add/change (MAC) orders, and problem resolution for
corporate clients with as many as 197 satellite locations, each with up
to 30 seats; coordinate and schedule nationwide field service technicians
in timely completion of all projects.
< Facilitate development of pre-install planning and reports, detailing
current equipment, system requirements, circuit ID numbers, and
specifications for cabling, wiring, and quantity of lines; coordinate
with field teams on management of cutover, transitioning to CCS system.
< Separately and personally oversee project management and servicing of
special Marquis Accounts with high-profile clients, including Southern
Management/Covington Credit Bank, Amerifleet, Adcom Solutions, Advantage
Rent A Car, Earthlink Business Solutions, Bullseye Communication and BMW.
< Maintain continuous communication with key client contacts throughout
entire project lifecycle, addressing and resolving issues as needed.
Director of Operations 2010 to 2011
Director of Field Operations 2003 to 2006
Led startup and management of call center's daily operations, building
business to approximately 300 calls per day. Developed and executed
operational procedures and protocols for account management and
communications, exceeding operational metrics and assuring compliance with
SLAs. Managed all dispatch activity, enforcing critical timelines,
escalation procedures, and effective after-hour support protocols.
< Built operational matrix for call center environment, consistently
revising procedures to increase efficiency:
o Compiled and evaluated baseline metrics within Support Path
Telecommunications Operating System and Automatic Call Distributor;
developed and set policy for standard operating procedures,
identifying opportunities for increased operational efficiency and
training staff in work protocols.
o Established Key Performance Indicators (KPIs) and executed policy for
acceptable Service Level, Average Handle Time, Active and Waiting
Calls, Cost per Contact, Customer Satisfaction, Call Abandonment, and
Agent Performance.
o Implemented field-based metric objectives, including Mean Time to
Repair, Past Due Percent, Close Time, Escalated Backlog, Open
Activity, Aged Accounts, and Un-owned/Unresolved Backlog.
Gregory Singleton page two
Complete Communication Services, Continued
< Established nationwide vendor network and matrix for management of SLAs
with approximately 700 providers to facilitate expansion of business;
directed company from 9-state coverage to nationwide coverage, including
Canada and Puerto Rico, in 2.5 years, increasing from 4 to 22 Account
Representatives and managing 3 separate relocations to larger facility.
< Investigated root causes of chronic underperformance and implemented
resolution strategies; evaluated all divisions, including accounting,
shipping, warehousing, Internal Call Center, and IT.
o Partnered with IT to streamline and automate repair ticket development
process.
o Implemented ACH payment protocol for vendor accounts, increasing
security, improving field staff relations, and reducing operational
costs by saving time, postage, and mailing materials.
o Executed strategies to decrease repair and project turnaround times,
freeing resources to manage increased customer base.
< Evaluate scope of work (SOW) against SLAs, assuring effective and timely
problem resolution with consistently high levels of customer
satisfaction; led pre-planning efforts, securing "on-call" technicians
for major outages and large-scale issues affecting numerous clients.
MOBILITY TRANSPORTATION SERVICES, LLC Hertford County, North Carolina
(Patient transportation service, routing as many as 500 customers per week)
Founder, President/Chief Operating Officer 2006 to 2010
Built company from inception to profitability, establishing uniform
transportation services for transport of patrons with physical limitations.
Established relationships and negotiated vendor contracts with local,
state, and federal facilities, including Department of Social Services,
Medicaid, Medicare, Upward Bound, Nucor Steel, and vocational
rehabilitation services, providing mechanized system for patient transport
across 6 cities. Leveraged paralegal education in Civil Litigation/Law of
Corporations and Business Organizations to secure licensing and articles of
incorporation and develop compliance procedures.
< Supervised an Office Manager, overseeing all operations, including
finance, human resources, payroll, IT, inventory, vehicle maintenance,
marketing, and business development; developed branded MTS web presence,
including ordering portal and company information specific to
governmental contracts.
< Grew company from concept to 7 vans operating daily and 21 contracted
drivers, setting pricing structures and negotiating service contracts.
< Led all recruiting and staffing efforts, contracting with providers for
background checks and drug screening.
MOMENTUM BUSINESS SOLUTIONS Birmingham, Alabama
(CLEC, serving as provider of telecommunication services)
Systems Designer / Operations & Call Center Management 2001 to 2002
Partnered with Vice President of Operations in launch and management of new
call center. Developed infrastructure matrix, including establishment of
operational metrics and KPIs, branding call center operations as "World
Class Call Handling" and exceeding goals for customer satisfaction.
< Set policy for metrics, including Answer Rates, Call Abandonment, Average
Handle Time, Service Level, Active and Waiting Calls, Cost per Contact,
Customer Satisfaction, and Agent Performance.
< Trained and mentored sales and operations staff in performance, customer
service, and client retention.
< Managed account with Complete Communication Services, Inc., establishing
relationship for future partnerships.
EDUCATION:
PROFESSIONAL CAREER DEVELOPMENT INSTITUTE Atlanta, Georgia
Paralegal Studies, Civil Litigation / Law of Corporations and Business
Organizations 1996
FAYETTEVILLE STATE UNIVERSITY Fayetteville, North Carolina
Bachelor of Science, Psychology 1992
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