Customer Service/Care Leadership, Call Center Operations

Michael Tudor

Customer Care Expert Training & Development Call Center Operations

Broken Arrow, OK 918-***-**** ************@***.*** @MichaelTudor_MA Page 1 of 2

linkd.in/1J9OYhA

PROF E S S I ONA L PROF I L E

A results-driven operations and customer service professional with 20+ years of experience, successfully deploying strategic, money-saving best practices that increase employee engagement and reduce customer attrition. Proven turnaround champion, developing high performing teams that customers love, dramatically improving Key Performance Indicators (KPIs), especially those that promote increased lifetime value of the customer, while mentoring/coaching leaders for a strong succession plan.

E XP E R T COMP E T ENC I E S

• Exceptional Customer Service • Process Improvement • Superior Communication Skills

• Team Building & Coaching • Leadership Development • Risk Mitigation

• Quality & Training • Succession Planning • Social Media Management

• Strategic Planning • Project Management • Customer-Centric Culture PROF E S S I ONA L SUMMARY

Director of Call Center Operations 2006 - 2015

Central Security Group-Nationwide, Inc., Tulsa, OK www.centralsecuritygroup.com Plan and direct operations of multi-channel 160 seat contact center. Designed and managed quality and training programs to reinforce customer-centric behaviors. Monitor key performance indicators for positive reinforcement or course correction. Continuous process improvement aimed at better customer experiences. Foster a culture of fun, high performance and excellence. Coordinate with insurance carrier and legal liaison to analyze event details, aimed at loss mitigation and contract enforceability. Manage social media channels turning detractors into promoters. Achievements:

• Designed skills-based customer support teams resulting in reduced alarm response time (-15%), reduced reported false alarms (-21%), and realized a $30K annual savings in reimbursable fines.

• Project manager of an equipment upgrade driven by the FCC. Successfully upgraded 2,700 accounts while maintaining 97% customer retention.

• Directed the creation of a team called Office of the CEO. Empowered these agents with knowledge, skills and abilities to handle all escalations from all channels resulting in a 2% reduction in customer attrition and supporting an A+ rating with the Better Business Bureau.

• Guided all aspects of onboarding leadership and employees from multiple acquisitions, including training, orientation and scheduling resulting in an estimated savings of $250K in employment costs and controlling customer attrition at approximately 7% (industry average is ~10

• Led the initiative to change hiring practices from staffing agencies to direct hire. Anticipated annual savings of $250K (~50%) in hiring costs, improved schedule adherence and reduced agent churn. Michael Tudor

Customer Care Expert Training & Development Call Center Operations Broken Arrow, OK 918-***-**** ************@***.*** @MichaelTudor_MA Page 2 of 2

linkd.in/1J9OYhA

Area Manager 2005 - 2006

Cingular Wireless, Tulsa OK www.att.com

Improved performance of customer service team of 130 agents and managers to become top team in the call center. Selected as Regional Ambassador coordinating training across five call centers, resulting in improved collaboration and consistent customer experience. Conducted daily team huddles to communicate and reinforce the value of achieving goals. Provided 1:1 coaching, resulting in improved KPIs month over month.

Achievements:

• Improved first call resolution (FCR) by 8% (from 87% to 95%)

• Improved average handle time (AHT) variance by 5%

• Improved occupancy by 7% to 87%

• Improved customer satisfaction (CSAT) by 12% to 90%+

• Improved schedule adherence by 4% to 92% adherence

• Improved team quality score by 7% to 92%

Operations/Account Manager 2002 - 2005

DecisionOne, Tulsa, OK www.decisionone.com

Selected to manage operations of 80 seat help desk after a seamless outsource from Sabre Holdings. Achievements:

• Sustained service levels and customer satisfaction during a knife-edge cutover of CRM systems.

• Strategically de-layered the organization and streamlined processes resulting in a sustained 3-point service level improvement with 14% labor cost reduction and total operating budget savings of 22%.

• Designed, marketed and launched a revenue stream through optional pay-per-incident support contributing $32K annually.

PROF E S S I ONA L AS SOC I AT I ONS

Association for Talent Development (ATD)

Customer Experience Professionals Association (CXPA) EDUCAT I ON

Master of Arts, Organizational Dynamics

University of Oklahoma www.ou.edu

Bachelor of Science, Business Administration

University of Redlands www.redlands.edu

Contact this candidate