Customer Service Manager

David P. Gilmartin

**** **** **** *****, ********** Texas 75080

248-***-**** • acp342@r.postjobfree.com • http://www.linkedin.com/in/dgilmartin

Call Center Operations

Inspirational leader that combines MBA with extensive experience driving organizational improvement among multiple sites. Adept at developing highly motivated and highly skilled departments. Keenly skilled at managing department finances, developing and executing operational strategies, improving processes, growing leaders, and implementing technology solutions that reduce operational budgets and increase customer satisfaction.

P & L Ownership

Strategic Planning

Sales & Service Strategies

Coaching & Mentoring

Process Improvement

Workforce Optimization

Reporting & Analytics

Staffing & Scheduling

Performance Management

Professional Experience

Stream Energy – Dallas, TX 2011 to 2014

American retail electricity and natural gas firm active in the Texas, Pennsylvania, New Jersey, Maryland, and Georgia deregulated energy markets.

Director of Customer Experience

Led 5-person management team to transform the customer’s experience. Established new strategic vision and relaunched sites in Chicago, Mexico, and Dallas. Managed the daily operations while implementing best practices for customer satisfaction, quality monitoring, training, and workforce management.

Reduced operating costs from $14M to $4M.

Increased First Call Resolution (FCR) from 59% to 78%.

Generated an additional $70M in annual revenue from cross sales, renewals, and retention strategies

Implemented and improved customer satisfaction score from 54% to 84% by focusing Training, Leadership, and Quality on ‘key behaviors’, which improved coaching effectiveness from 37% to 88%.

Aflac – Columbus, GA 2009 to 2010

Leading provider of supplemental insurance products with $18B in annual revenue.

2nd Vice President of Client Services

Led 4-person management team in all aspects of call center operations with nearly 600 agents spanning sites in Columbus, Dallas, and Omaha. Planned Oversaw staffing, scheduling, and workforce optimization. Planned and managed $29M annual operating budget.

Improved average speed of answer (ASA) 50% and service level by 5 percentage points in conjunction with 5% headcount reduction by coordinating exhaustive review of intra-day metrics, drilling down to each 30-minute segment, to optimize staffing based on call allocation trends.

Implemented behavior-based leadership methodology resulting in 90% of frontline staff meeting or exceeding performance goals and 0% negative turnover among leadership.

Led planning and implementation of speech analytics and custom CRM platform.

Revamped call center’s technology infrastructure, IVR system, and call routing processes.

David P. Gilmartin Page Two • 248-***-**** • acp342@r.postjobfree.com

OnStar – Detroit, MI 2002 to 2008

Niche provider of in-vehicle communication, security, navigation, and remote diagnostics solutions with more than 3M subscribers.

Operations Manager

Led daily call center operations, vendor management, SLA adherence, quality management, and process improvement. Managed client relationships with Lexus, Toyota, Disney, and Audi.

Championed improvement initiatives that delivered 50% increase in sales close rate, 17-percentage-point increase in up-sell acceptance rate, 20% reduction in average handle time (AHT), and 5% improvement in overall customer satisfaction index (CSI) rankings.

Designed and implemented weekly cross-sectional policy and procedure reviews in each operational area. Analyzed CSI data, forecasting, performance, and operational reports to improve call center metrics.

Managed call center operations for centers of 600 FTE's.

Effectively met SLA and KPI metrics despite 17% monthly average call-volume increase.

Raytheon/MSX International – Pontiac, MI 1999 to 2002

Major American defense contractor and industrial corporation with core manufacturing in weapons, military, and commercial electronics.

Site Consolidation Manager

Led the consolidation of 65 international help desks into one service center. Designed operational processes, call flows, reporting and operational best practice focusing on integrating support activities and provide a high level of quality service. Managed team’s progress, budget, and reporting status to executive leadership.

Reduced cost for plant downtime and help desk support by $7.5M.

Developed workflows and measured productivity against service level requirements.

Managed vendor relationships among more than 45 technical subject matter experts.

Previous Professional Experience

MEEMIC Insurance Company – Customer Service Manager – Auburn Hills, MI

Recruited to design and implement customer care center, including technical infrastructure, business model, service standards, and call handling processes for claims management, underwriting, and billing.

MSX International – Analyst – Auburn Hills, MI

Conducted product portfolio analysis and drove product development to obtain optimal and profitable product mix.

EDS – Technical Coordinator/Call Center Supervisor – Troy, MI

Engagement team leader for implementing centers for GM Card, EDS Financial Services (National Westminster Bank, Mellon Bank, and GMAC), Rockwell International, and multiple GM Customer Care Centers.

Education

M.B.A. – Oakland University – Rochester, MI

B.S. in Business Administration and Communication Arts – Aquinas College – Grand Rapids, MI

Certificate of Completion in Japanese Cultural Studies – Meijer Gaukin University – Tokyo, Japan

Vendor Management Office Certification – Customer Operations Performance Center Inc. (COPC Inc.) – Winter Park, Florida

Contact this candidate