Call Center Manager

Brian McGehee

Roselle, IL. *****

*************@*****.*** 630-***-****

Comprehensive Training, Analysis ~ Business Development ~Cost Containment ~Improves Quality Control

Accomplished, dedicated and highly knowledgeable training administrator with over 20 years of experience in Project Management, Training, Client Services and Call Center Management identifies objectives, creates, implements, updates and monitors comprehensive training programs. Effectively analyzes and distributes project data, develops tracking formats, manages costs and enhances performance. Skilled in teaching, coaching and mentoring individuals and teams at any level to utilize their strengths, employs proven track record in developing effective strategies and procedures to maintain customer/employee relationships. Hires, trains, evaluates, supervises and motivates staff and management, is adept at budget planning, profit/loss forecasting, manpower utilization and versed in Microsoft Office Suite. An excellent communicator focused on team building, complete and often vigorous training programs and project management, promotes sustained business approaches that boost productivity and enhance profitability. Areas of Expertise include:

Strategic Planning & Forecasting Comprehensive Training Programs Call Center Management

Salesforce, Lifecycle Management Mentors and Motivates Staff Cost Maintenance

ACD, EIS, EnSercle, Telescript Staff Training & Leadership Project Manager, Team Builder

Work Experience

MULTIMEDIA SALES & MARKETING “MSM” Buffalo Grove, IL February 2015-July 2015

Training Manager

Streamlined candidate screening criteria, designed curricula to support new hires and current staff for success through extensive training and mentoring, monitored and registered new employee performance metrics utilizing Excel Pivot Tables.

Developed and facilitated supplemental training workshops for current and underperforming employees

Fostered a proactive and fun environment promoting creativity and delivery of extraordinary service

Explored dynamic training methods such as e-learning, peer partnering, mentoring and team-building activities

Key Accomplishments:

Improved quality control 40% by implementing a modern recording system to evaluate agent effectiveness

Achieved 25% increase in qualified in-the-door candidates through departmental training program

Boosted ROI 8% by designing and implementing department-wide training program

DIRECT MEDIA POWER “DMP” Wood Dale, IL February 2013-February 2015

Client Services & Call Center Manager

Collaborated with clients to identify KPI’s and improve their cost cutting and profit increase goal setting, oversaw 80 client projects and provided performance improvement through feedback and coaching, coordinated with call center managers creating scripts, improving training packets, and designing an effective sales process that maximized ROI.

Produced highest profitable quarter for internal Tax Debt Relief division since its opening in 2012

Key Accomplishments:

Increased client agent performance 20% by providing direct agent coaching utilizing in-person, web-based, and teleconference training methods

Served as a process consultant to all clients to facilitate additional in-depth corrective symmetry

Developed proprietary training materials, surveys, and objectives for client new-hire training programs

TTC MARKETING SOLUTIONS Chicago, IL October 1994-November 2012

Client Services & Call Center Manager - 24/7/365 - B2B & B2C - Inbound/Outbound Teleservices Agency

Facilitated overall administration of a minimum of 18 individual national client projects on a continuous basis, identified with clients objectives and goals to achieve positive branding exposure and sales, built spreadsheets to gather and analyze each project unique performance data identifying areas for improvement, designed, developed and delivered training materials, formats, surveys, goals, for multiple training programs, for staff, current agents and new-hire training in groups of 5 to 30.

Owned 90+ short and long term projects from cradle to grave

Directed continuous program and agent oversight and trained additional trainers while maintaining compliance

Cut costs 10% by monitoring call center metrics (KPI’s, ROI, ASA, work load ratio’s) to improve agent performance

Improved customer experience by 25% by conducting on-the-spot agent coaching and specialized training sessions

Interpreted performance results of multiple campaigns including call volume forecasting, scheduling, multi office labor resources, training and client follow up for 100s of product projects from 5 Hour Energy to Cendant Credit cards

Increased monetization by 7% and decreased cost 4% by implementing training program upgrades

Enhanced staff performance 25% by creating and implementing innovative skill sessions on a challenge-solving basis

MOBILIZED RESERVIST, ACTIVE DUTY: 75TH TRAINING DIVISION Ft. Sheridan, IL August 2007-August 2011

Branch Chief & Project Officer (Lieutenant Colonel) (retired August 2011)

Served as senior planner and trainer for four task force units (600 – 1100 soldiers each) deployed to Persian Gulf, received Meritorious Service Medal for outstanding performance as a Project and Training Officer.

Planned and executed six major training exercises and 16 mid-level three year training projects

Oversaw day to day activities of 21 officers and 10 enlisted personnel to include performance evaluations

Managed over 100 soldiers and civilian contractors on 10 large scale multifaceted training projects

Created and managed a yearly internal training schedule for 120 personnel

Key Accomplishments:

Received second Meritorious Service Medal for outstanding performance as a Project and Training Officer

Decreased training costs $200,000 and increased continuity by improving manning requirements and consolidating similar duty requirements

As Chief Trainer, instructed “Military Decision Making Process” to over 800 staff officers and senior enlisted personnel deploying to Iraq, Afghanistan and Kosovo, received two Army Commendation Medals for exceptional performance

Provided training to 21 units totaling 20,000 soldiers

Designed real world training scenarios for deploying units

Educated over 40 instructors on the use of proper teaching techniques

Developed and managed $1.1m budgets for four major training projects

Assisted in developing $450K budgets for seven battalion size (500 soldiers each) training exercises

MOBILIZED RESERVIST, ACTIVE DUTY: 85TH TRAINING DIVISION Ft. Sheridan, IL July 2005-August 2007

Project Officer & Senior Trainer (Lieutenant Colonel)

Created and implemented efficient daily electronic tracking system for mobilizing units, system adopted and modified by 1st Army Training Division for use at mobilization centers throughout the United States.

Managed 7500 soldiers from 25 units through the welcome home reintegration process

Planned and created a yearly training schedule for 100 Unit Mobilization Assistors

Created and instructed a course on how to be an effective Unit Mobilization Trainer for deploying units

Taught over 100 new Unit Mobilization Trainers

Instructed marksmanship skills for deploying units

Served as team leader of 100 soldiers during the 1993 Mississippi flood

Key Accomplishments:

Received Meritorious Service Medal for extraordinary leadership, professionalism and dedication to duty

Provided oversight and mentored 30 key leaders of multiple deploying units, processing through deployment training

Awarded Army Commendation Medal for outstanding dedication, training and mentorship

Served as planner for the Illinois National Guard, working with FEMA to design the state catastrophic emergency plan

United States Army -- various Locations -- 1982-2011

Education & Activities

BACHELOR OF BUSINESS

Operations Management & Marketing

WESTERN ILLINOIS UNIVERSITY Macomb, IL

PROFESSIONAL EDUCATION

Currently enrolled in PMP Certification Course -- Scheduled completion in Jan 2016

Agile Scrum – Scheduled completion in Jan 2016

Lean Six Sigma Green Belt Certified

ITIL Foundations Certified

Share Point Foundations

US Army Professional Development

Command and General Staff Officer Course, Combined Arms and Services Staff School,

Practitioners Meeting Mgt. Course, Facilitators Training Course, Airborne Jump School

Awards

Meritorious Service Medal U.S. Army 23 April 2007 & 27 April 2011

Army Commendation Medal (4th Award) U.S. Army 05 June 2009

Call Center r Customer Service or Customer Care Manager, Customer Support, Leadership, Coaching & Mentoring, Scheduling

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