Dwight Williams

Objective

To secure a challenging and rewarding leadership position within a dynamic, positive results company.

Professional Summary

Experienced call center professional with an extensive background in Operations and Client Services. Consistent record of

increasing revenue, profit, staff performance, and customer retention through training, scheduling, process improvement,

incentives, branding, and technology initiatives. Skilled at managing multiple client and vendor relationships, streamlining

operations, cutting costs, and leading high level implementations. Stable work history and in depth knowledge of call center

telesales, customer service, financials, training and staffing. Personable, pro-active, hands on leadership style with a strong

emphasis placed on personnel development. Proven track record in meeting and exceeding specified goals, and key

performance indicators.

Strengths

9

• •

Leadership Passion

• •

Motivation Sense of Urgency

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Process Analysis Production Driven

• •

Process Improvement Technical Expertise

Call Center Experience

First Data Merchant Services 6/14 to present

Quality Assurance Manager

1. Responsible for a team of quality analysts achieving their operational objectives by contributing

information and analysis to strategic plans and organizational reviews.

2. Prepared and completed action plans; implementing production initiatives, productivity, quality, and

customer-service standards.

3. Managed quality assurance objectives by estimating requirements and initiating corrective actions plans.

4. Developed quality assurance plans by conducting operational analyses; identifying critical control points

and taking preventive measures.

5. Created monitoring procedures, corrective actions, and verification procedures.

6. Validated quality assurance processes by establishing product specifications and quality attributes;

measuring production.

7. Responsible for documenting evidence; determining operational and performance qualifications writing,

and updating quality assurance procedures.

8. In charge of maintaining and improving product quality by completing company, system, compliance, and

surveillance audits.

9. Responsible for investigating customer complaints and collaborating with other members of management

to develop new product and engineering designs, and manufacturing and training methods.

10. Prepared quality documentation and reports by collecting, analyzing and summarizing information and

trends including failed processes, stability studies, recalls, corrective actions, and re-validations.

11. Updated job knowledge materials by studying trends in and developments in quality management.

12. Enhanced department and organization reputation by accepting ownership for accomplishing new and

different requests; exploring opportunities to add value to job accomplishments

On Point Networkz Outsourcing 5/10 -05/14

Director of Customer Service, and Call Center Sales

1. Responsible for the design, implementation, and management of client programs per client specifications, and

requirements to ensure production goals are met.

2. Managed and coordinated all PNL, CPA, and any other operational activities from a management perspective, both

internally and externally.

3. Responsible for daily expectations, both internal and external deliverables/time lines.

4. Directly accountable for the entire day to day operations of all new business development, call center sales, customer

service, and customer retention.

5. Developed action plans and reports designed to handle new vendor productivity and to help gauge list and product

effectiveness.

6. Responsible for building sales pipelines to include prospecting of existing customers.

7. Developed lead list creative’s, and agent service levels that helped refine industry specific targeting.

8. Directed the forecasting and employee scheduling and staffing for the different campaigns to help meet service level

and cost containment objectives.

9. Responsible for creating and maintaining filter mechanisms at the agent level that assisted publishers and brokers

in marketing products.

10. Monitored and tracked agent and campaign effectiveness to help increase overall conversion rates, lead quality, and

compliance.

11. Designed and implemented direct mail as well as e-mail contact sources to improve lead quality, and to help

diversify product mix.

12. Spear headed revenue share opportunities with other companies outside of our own and tracked ROI on said

ventures.

13. Created key performance indicators at the agent and company level to gauge productivity.

14. Provided hourly, daily, weekly and monthly reports on all aspects of the call centers performance to external

vendor/clients and internal executives.

15. Daily assessed program issues and areas of risk and took immediate action with teams to resolve said issues in order

to maintain program commitments.

16. Constantly monitored and managed compliance and best practices to insure clients, brokers, and aggregators were

receiving top quality products, and the agreed upon ROI for their investment.

17. Developed work force management scheduling and guidelines

Americas Health Brokers

Senior Sales and Marketing Manager 01/10-05/10

1. Responsible for the daily productivity, and compliance of licensed insurance agents in a call center environment.

2. Developed key performance indicators, and bench marks that assisted in gauging sales effectiveness, customer

service, and retention.

3. Created call flow scripting, and interest generating statements that allowed agents to effectively position value and

close.

4. Developed production reports for hourly, daily, weekly, and monthly trending.

5. Utilized trending reports to plan, and track any strategy changes.

6. Developed a call strategy that assisted in reducing calling frequency, and introduced lead list rest days, while

increasing conversion rates and average agent production.

7. Identified highly productive times of the day, and adjusted staffing hours around those times to increase conversion

rates.

8. Coached agents on how to effectively use listening techniques, problem solving skills, and rebuttals that highlighted

common customer concerns.

9. Developed call techniques designed to present a solution by tying in customer needs and positioning value.

10. Analyzed sales agents needs, and developed coaching strategies and prescriptions to address those needs.

AOM Healthcare Solutions 08/05 – 02/09

Director of Inside Sales

19 Directed the daily operations of the inside sales department and its admin support teams, operational supervisors,

and reporting analyst.

20 Developed work measurement protocols and reported results denoting success and need for process improvements.

Increased call center revenue 30% first quarter as interim director.

21 Worked with team supervisors to develop plans of action to meet desired KPI’s and production goals. Increased

existing client lead re-orders 20% through development and implementation of call quality conformance

guidelines, and scoring criteria. Generated 7% positive growth margin by migrating re- order team with front line

inside sales agents.

22 In conjunction with Marketing Manager was responsible for critiquing current run rate, and success of

advertisement efforts. Successfully launched company’s first outbound real time lead effort, and predictive dialer

implementation.

23 Worked with management team in all matters pertaining to Human Resources including employee relations, temp

to perm hiring and the associated hiring agency protocol.

24 Compiled monthly, weekly, and daily reports for distribution to the executive team to assess the need for process

improvement, and or coaching opportunities.

25 Established and maintained effective collaboration with back end administrative group to ensure proper and timely

shipment of products and services.

26 Identified new technologies, tools, policies and procedures that increased productivity by making work flow more

efficient.

27 Recognized and communicated call patterns to executive marketing and sales team in order to implement strategic

decisions including moving agents from one skill group or state to another based on call volumes, service levels,

and business objectives.

28 Established and maintained effective collaboration with IT staff responsible for predictive dialer, ADHOC

reporting, and other technical call center tools that were dependant on support from IT services.

29 Periodically calibrated with supervisory staff to articulate expectations and address their concerns regarding work

process, and department morale.

30 Created motivational techniques and contest to drive productivity and constantly reinforced the team concept.

31 Monitored weekly the department’s expense and cost associated with teammates being present and working.

32 Balanced employee labor vs. revenue expectations, and monitored return on investment from both TV and internet

lead sources.

33 Worked with team supervisors to develop plans of action to meet desired department key performance indicators

(KPI) and production goals.

34 Developed and implemented training programs that enabled new representatives to begin handling incoming calls

within five days: program included both classroom and live learning environments.

35 Generated 11% positive growth margin and new customer retention by integrating the re-order process into the

duties and responsibilities of inside sales team.

36 Observed and enforced with the entire department legal and ethical guidelines for safe guarding customer

confidentiality, and adherence to all HIPPA guidelines.

37 Provided departmental wide visible leadership and communication to all teammates.

38 Maintained operational integrity of entire inside sales team

Inktel Direct Corporation 06/04 to 8/05

Account/Client Services Manager- BellSouth, Direct TV, DishNet, USMC.

11 Responsible for providing a clear understanding of program goals and Client objectives to Operational staff.

12 Disseminated daily, weekly, and monthly client expectations to senior Operations team and owner.

13 Facilitated and lead efforts to identify, analyze, and implement efficiencies that contributed to increased

productivity, performance and call flow handling.

14 Conducted daily service observations of operations team to ensure compliance with program scripting, call flow,

product offers, and call quality in accord with client directives.

15 Conducted and participated in operations meetings to represent the voice of the client while ensuring that all said

directives were in the best interest of the company.

16 Increased work station utilization savings 40% for telecommunications client by serving as subject matter expert for

outsourced telemarketing sales program with vendor in India.

17 Participated in daily discussions with the client and assisted in defining new concepts and strategies to enhance the

client experience.

18 Assisted in the design of specialized reporting tools for the client with the software programmers.

19 Reviewed daily progress reports with client to address both negative and positive trends.

20 Interfaced with operations team to assist in driving results and implementing coaching and develop techniques that

assisted phone representatives.

Technion Communications Corporation 09/99 – 06/04

General Manager of Operations, AT&T B2B, Chase, AT&T Wireless, AT&T Consumer Win back, Vartec Telecom,

9 Operational responsibility for largest revenue/margin projects in the company. Held full P&L accountability for the

three major accounts which generated 8 million dollars a year in revenue.

10 Managed a staff of 160+ telesales operators, 4 Senior Operations Managers 7 Operations Managers, 15 Operations

Supervisors, 1 provisioning Manager including provisioning staff, 1 Training and quality assurance manager. This

was in both the U.S. and Caribbean locations.

11 Lead both AT&T B2B and consumer projects to the #1 ranking among several outsourcing vendors for 3

consecutive years.

12 First project in company history to post gross profits of 3,000,000+ in a calendar month.

13 Instrumental in establishing lead list management initiatives that dramatically increased conversion rates.

14 Interacted with clients and call center corporate staff across sites in order to facilitate capacity planning,

forecasting, scheduling, redundancy, scheduling, and reporting in support of required service levels and

deliverables.

15 Attained high client satisfaction by implementing team model for performance facilitators that involved taking

responsibility for individual team sales performance and quality monitoring.

16 In conjunction with the clients of the companies mentioned above developed call scripting that effectively provided

teleservice reps with conversational tools and rebuttal’s geared around closing techniques.

17 Ultimately responsible for the financial return on investment for all of the aforementioned companies domestically,

the Caribbean, and Philippines.

Education

Communications & Broadcasting

Hutchinson community College, Hutchinson Kansas

Business & Marketing Management

Strayer University, Palm Beach Gardens Florida

Additional skills:

Proficient in SQL server, Microsoft access, Excel, Word, Power Point, Verint, Ice, Blue Pumpkin. Five 9, Davox, Ytel,CCpro

Cisco systems, Avaya, Zoiper, and Exlite Softphone

Cellular: 561-***-****

Home: 954-***-****

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