Customer Service Manager, Call Center Manager, Director Operations
Resume:
Jim Morack
Frisco, TX ***35
262-***-**** ? *********@*****.***
Call Center Manager looking to relocate to the East Coast;
Over 15 years of management, customer service, operations, and consultative
sales expertise.
Seeking a leadership position to maximize my extensive management
experience in day-to-day call center operations in excess of 150
inbound/outbound seats, budgets and P&L within multiple industries, as well
as direct to consumer and B2B. Developed a call center from inception to
fully functioning operation. Highly skilled at creating and delivering
training programs. Dynamic, hands-on leader with Platinum Rule management
style that drives results by being passionate about providing outstanding
service and nurturing collaborative partnerships with my internal
customers. I have also served as adjunct faculty at a major university.
Areas of expertise include:
. Sales and Marketing
. Customer Service and Operations
. Quality Monitoring Program Development
. Performance Management
. Training & Employee Development
. Process Improvements
Professional Experience
Rent-A-Center, Plano, TX
3/13-present
OPERATIONS SOLUTIONS MANAGER
Manager of the Operations Solutions team - 12 direct reports - responsible
for supporting retail operations for 3,000+ stores nationally. Serve as
first contact and liaison between field staff and internal business groups.
Key Achievements:
. Provide co-workers, vendors, and prospective business partners with
one-stop world-class service.
. Create efficiencies company-wide by enabling Tier 2 internal business
partners to focus on more strategic and efficiency issues.
. Lead, coach, and motivate staff, employee development, team building,
and performance management. Partnered with Training to create new QA
process and form.
. Consistently met SLA's: abandon rate < 4%, survey results > 80%, 80%
attrition due to internal promotions.
. Deployment of both Service Now (ticket system) and Interactive
Intelligence (workforce) platforms.
Transamerica Life and Protection, Plano, TX 7/11-10/12
CALL CENTER MANAGER
Senior Manager of 120 inbound seats - 6 direct reports (C/S Managers) each
with 20-sales agent teams - responsible for servicing and cross selling
insurance products. Ensured that service and processing operated according
to contractual mandates of Business Partners (many top 500 financial and
retail institutions).
Key Achievements:
. Establish and manage to Company performance standards and expectations
as well as Business Partner contractual obligations. Conduct
monitoring sessions and analyze and act on statistical data provided
by various areas. Consistently met service level goals for all
insurance lines of business.
. Respond to and resolve any customer/business partner issues, working
with other areas of the department and company to create productive
relationships to ensure the contact center is providing maximum
quality service by answering questions and communicating procedures.
. Emphasis, belief, and passion for coaching both managers and sales
agents.
. Lead and motivate employees, involved in selection/hiring, performance
management, corrective action administration, employee development,
work assignments, work prioritization, and communication.
Bryant & Stratton College, Milwaukee, WI 1/11-4/11
Instructor
Served as Adjunct Faculty presenting the Professional Development Seminar,
prior to my family's relocation to Texas. Presented students with
strategies for managing and succeeding in a career, as well as how to
maintain a professional attitude. Taught students how to conduct a
successful job search, and prepare a resume/cover letter and portfolio.
Instructed students on researching prospective employers, locating
internships, securing professional employment, and effective interviewing
in accordance with University guidelines.
US Bank, Milwaukee, WI (2 positions) 3/07-10/10
GROUP MANAGER OF CLIENT SERVICES - Call Center (6/08 - 10/10)
Senior manager in charge of 3 Managers and 9 Specialists overseeing credit
card service support for over 1,700 financial institutions. Ensured
contractual metrics were achieved to avoid financial penalty. Daily
operations of call center, process improvement, and efficiencies while
developing and coaching staff to increase performance.
Key Achievements:
. Consistently exceeded metric requirements of less than 4% abandon rate
while answering 80% of calls within 30 seconds with an average answer
speed of answer of less than 30 seconds.
. Developed and enhanced quality monitoring program which resulted in a
12% increase in overall customer satisfaction.
. Created forecasting call volume models for on-boarding new clients and
developed call volume and staffing analysis for maximum efficiency.
. Managed projects that included SAS70 and escalation projections and
processes.
. Created collaborative partnerships with departments in order to
encourage a free-flow of information.
Regional Service Manager - CALL CENTER (3/07- 6/08)
Senior manager in charge of high volume center which provided consumer and
business bank account support. Personal Bankers were responsible for
servicing and cross/up-selling business and personal accounts.
Key Achievements:
. Managed a team of 6 customer service managers and 100 Personal
Bankers.
. Improved sales volumes by 10% and quality scores by 12% through
personal coaching and training.
. Reduced absenteeism by 8%.
Pennsylvania Turnpike Commission, Harrisburg, PA 10/00-3/07
Customer Assistance Center Manager
Hired with task of creating call center from ground up and managing
operations of inbound customer service department. Involved in planning
through full deployment.
Key Achievements:
. Developed call center from inception to launch of fully functioning
operation; created procedures and training manuals, designed reporting
system, coached and motivated staff, developed responses for customer
emails as well as complete quality assurance/monitoring program.
. Partnered extensively with other departments to ensure staff had
current and accurate information.
. Customer Advocate to better understand and properly address issues.
. Managed public facing FAQ's section on corporate communications and
website.
Rite Aid Corporation, Harrisburg, PA 12/98-10/00
Assistant Operations Manager
Partnered with Operations Manager in daily leadership of all 150-seat
inbound/outbound call center activities and performance metrics. Daily
outbound volumes were between 10,000-14,000 calls using predictive dialer.
Key Achievements:
. Managed 7 direct reports (C/S Supervisors) responsible for 120
outbound and 30 inbound seats and had business oversight of technical
applications required to operate call center.
. Successful projects included supporting manufacturer program (primary
revenue stream), Internet correspondence, and store and customer
support via dedicated inbound customer service team.
. Implemented and improved an internal communication process to include
employee meetings and customer surveys to provide continuous 360?
feedback and improvement.
Education
Eastern University, Harrisburg, PA 2002
Masters of Business Administration - 3.85 GPA
Eastern University, St. Davids, PA 1994
Bachelor of Arts in Organizational Management - 3.45 GPA
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