Customer Service Management

CHARLES MARGESON

**** ***** **** *********, *** York 14612

Mobile: 585-***-**** Email: ************@*****.*** MANAGEMENT PROFESSIONAL WITH DIVERSE TEAM LEADERSHIP, PROJECT MANAGEMENT, TECHNOLOGY AND OPERATIONS EXPERIENCE Professional Profile

Task oriented and disciplined tactical working leader skilled at executing on the strategic imperative. Sixteen years of progressive experience in operational roles calling for the ability to meld project management, team building, process thinking and technology to delivering solutions that work effectively for business partners and stakeholders. Best suited for the right management/operations role valuing finesse in managing people, process and systems.

Business Skills

Project management…project definition/planning & functional specifications/evaluation.

Call center management…team leadership, inbound/outbound, staffing, performance analytics, performance management and evaluation.

Process analytics…business process requirements planning, process improvements, performance metrics, report design and analysis, and evaluation.

Employee selection…recruitment, screening, hiring, onboarding, training and development.

Systems management…order management, customer care, system improvements, user support, training, documentation development and performance management. Technical Agility

Interactive Voice Recognition

Skills-Based Routing

Avaya CMS

Avaya CCE

Aspect WFM Software

Fiserv (DNA)

Verint® Call Monitoring

Cacti Call Monitoring

IBM® OnDemand

QlikView® Reporting Software

AS/400 Order Entry Software

LivePerson Chat

PeopleSoft Order Management

RightFax Fax Server Products

Salesforce.com

Tagetik

Various PC hardware and software

products

Select Critical Contributions

Project management. Contact Center lead to upgrade the automated telephone banking system and WFM system. Led two large projects essential to stabilizing and improving the operations of the Customer Resource Center efforts that all but eliminated downtime and realized an average 15% increase in agent calls per hour.

Program delivery. Transitioned a Canadian call center to U.S. operations. Hired and trained multi-lingual agents, developed key processes, integrated systems & delivered the program on plan and on time a high- profile initiative contributing to business growth and development. Management reporting. Designed, developed and distributed global customer care performance results, reporting key customer metrics on a monthly basis a dashboard report that provided a comprehensive snapshot for use at the senior level.

Professional History

ESL Federal Credit Union (6/14-7/15) Rochester, NY Contact Center Analysis Manager

Assessed, identified and implemented process improvement opportunities. Managed daily scheduling and delivered staffing reports and analysis. Analyzed phone/chat volumes, trends and staffing levels to determine monthly forecasting for all inbound activities. Developed and coordinated the production of Contact Center reports; providing key business metrics and analysis to members of the leadership team. Coordinated and assisted in preparing the Contact Center's annual operating plan and budget variance reports. Led and participated in projects and technology planning efforts for key functions of the Contact Center.

Special projects. Contact Center lead for the automated telephone banking system. Responsible for testing, scripting and issue documentation. A significant achievement considering annual volume of 1.5 million calls with no service interruption. Led the project to upgrade the WFM system to the current vendor version. Included contract negotiations, SOW approvals, technology planning, vendor management and training.

Charles Margeson page 2

Mobile: 585-***-**** Email: ************@*****.*** Bausch+Lomb (12/98-10/13) Rochester, NY

Project Lead & Senior System Analyst (3/10-10/13)…position eliminated in Valeant downsizing Promoted to position leading project management initiatives and supporting customer service technologies for the firm’s call center. Designed and validated business system requirements. Partnered with IT to manage project definition, development, testing, training, documentation, support and reporting. Provided key business metrics and analysis to members of the leadership team. Proactively drove business process improvements.

System specification and design. Authored functional specifications and led a customer facing project that provided in-office order entry abilities, using UPC scanning technology, to businesses unable or unwilling to purchase via the online website. Tested usability, recommended improvements, created training material, trained the sales force & deployed the system to 1,000 customers. Reduced fax orders by 2%. Helped achieve the year end objective of 80% electronic orders. Provided the customer an additional easy way to do business with Bausch + Lomb.

Computer conversion project. Led the charge to convert from a virtual desktop platform to a laptop platform. The project stabilized call center systems and provided the ability to develop a remote workforce plan. System startup times of 5-6 minutes reduced to 1.5 minutes. Average talk time reduced by 15%, improving customer wait times. Additional benefits gained were the reduction in helpdesk tickets and calls, battery powered for use in contingency plans, dual monitor capabilities, single system profile and portability.

Call center reporting and analytics. Leveraged QlikView technology to create and automate a first-of- its-kind dashboard reporting system of real-time information. Provided a complete view of agent telephony metrics, quality scores, customer case counts and error reporting used in coaching sessions and performance management reviews. Saved 4 hours a week of manual report processing time. System Support Manager (5/09-3/10)

Promoted to position managing all aspects of the order management platform for Customer Service. Identified and resolved system-related issues. Identified and implemented process improvements. Prioritized service desk tickets, elevated critical issues and coordinated resolutions- resulting in team member focus on key issues, while managing the overall workload in a coordinated process. Managed system trainings and communications. Coached, developed and evaluated members of a 4 person team. Created and communicated annual objectives, performance reviews and IDPs. Call Center Manager (12/04-5/09) • Call Center Supervisor (1/04-12/04) Promoted to both positions. Managed a group of 24 employees that were part of multiple cross-functional teams focused on quality customer service performance. Managed inbound/outbound call activities and workflow channels. Oversaw customer satisfaction thru quality call monitoring and coaching. Analyzed call volumes and trends, resulting in budgetary decisions regarding staffing needs to ensure service levels were being achieved. Developed and evaluated team members. Created and communicated annual objectives, performance reviews and IDPs.

Special projects. Led the aforementioned Canada transition, including integrating all customer services functions under one new roof a significant achievement with tight timelines & cultural diversity issues.

Process improvement. Managed a key initiative involving automating order entry from manual processes achieving well above a 70% level of automation.

System conversion. Served on the project team that integrated from a legacy AS/400 platform to an Oracle PeopleSoft platform effectively creating a global platform upon completion. Call Center Team Leader (9/99-1/04)

Promoted to first-line-of-support position supporting a staff of 100 Customer Service Representatives. Answered questions pertaining to policies, procedures, hardware and technical software inquires. Managed employee schedules, vacation requests, seating arrangements, time cards and computer access requests for new, existing or exiting employees. Managed all inbound and outbound call activity. Call Center Customer Associate (12/98-9/99)

Early Career History

Pizza Hut…Division of Pepsico

Assistant Store Manager (1/93-11/98)

Education & Training

New Hampshire College, Bachelor of Science, Restaurant Management Minor: Business

State University of New York (SUNY) at Cobleskill

Associates Degree, Restaurant Management

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