Manager Customer Service

Brian C. McDowell

**** **** ****** ***** 678-***-****

Marietta, Ga 30066 ******************@*****.***

Profile

** ***** ** ********** ********** in Call Center Management & Support in various corporate environments with strengths in analysis processes, developing policies and procedures, problem-solving, and trouble-shooting issues.

Software skills: Crystal Reporting, Microsoft Office Suite and SQL queries

Experience with creating mock EDI files for testing and troubleshooting inbound and outbound EDI from clients

Ability to train, motivate, and supervise representatives

Development of SOP’s, training documentation, and Quality Assurance processes

Development of SLA standards for call times, abandonment rate, talk times, and department and individual goals

Provide Weekly, monthly and annual performance reviews to employees

Professional Experience

Orion Portfolio Services 12/2014 – present

IT & Systems Manager

Business Analysis – development and analysis of call data reports and inventory reports to determine most effective course of action for the company; providing daily, weekly and monthly call data reports and financial reports to CEO and VP

Process Improvement – automation of EDI file processes to improve efficiency; development standards to improve efficiency and increase revenue.

Process Documentation – development of policies and procedures for IT Systems and CRM systems for use by representatives; created workflow processes using Visio

Project Management – implemented a new dialer software; phone system upgrade (CISCO, 3CX), database relocation to Managed Server company; implementation of Biometric time reporting software; telephone service provider change

Server and Desktop Support – managing servers to ensure optimal performance; desktop support for 25 employees; system and software updates; mapping drives; troubleshooting CRM issues

Vendor Management – point of contact for outside vendors; implementation of vendors software to increase functionality

Outbound Collection Call Center Management

Dialer Management – created, uploaded and managed EDI data for Livevox Dialer and PIMS Dialers for HCI files, manages IVR process, TELEPHONY management

Aurea (formerly ista North America) 4/2014 – 12/2014

Sr. Operations Analyst

Business Analysis - executing T-SQL queries to research issues and resolve escalated issues; eorked with EDI files mocking up file for testing and interpreting information in production files as a part of troubleshooting; development of reports using Microsoft Reporting Services for clients

Process Improvement - providing solutions to the Development Team and Execution Team to increase efficiency for daily billing time; testing system changes in UA environment and signing off on changes within a deadline to meet production SLA’s; work with Client Manager to identify issue and develop solutions

Process Documentation - development of work flow processes and documentation of procedures

JIRA ticketing system

AGILE/SCRUM working environment

Innovar Solutions 7/2013-3/2014

Business Analyst, Consultant:

Business Analysis - develop business requirements for software implementation project; perform critical analysis of client business situations and recommendations; diagram work process flows using Visio; translate data requirements into technical specifications; Develop test strategy plan, testing use cases and coordinate system testing cycle, issues tracking and resolution; perform analyses on data used to develop test cases

Project Management - interacting with business owners, developers, testing personnel, and vendors on critical work flow processes throughout the SDLC; work with the project manager, business owners, and vendors to define requirements; meeting facilitator using conference call software to help define scope and requirements during the lifecycle ; participate in creating project work plans; subject matter experts in specific business systems analysis areas

Corelogic 11/2012-2/2013

Operations/Call Center Manager:

Call Center Management - managed four business units and 30 representatives; Provided direct supervisor to all levels of staff from supervisors to client service representatives

Process Improvement - developed a Premier Customer Service group for top 5 clients; implemented the tracking of goals to improve call center performance

Process Documentation - developed policy and procedures to enhance efficiency and improve quality

Business Analysis - provide daily, weekly and monthly dashboard reports to Director and Sr. Vice President’s on departments productivity

Systems - CISCO telephone system, AS400

Thomas Eye Group 11/2009-2/2012

Call Center Manager:

Call Center Management – managed CRM (Compulink) for 20 doctor profiles and 200 staff members; participated in management team meetings and lead department meetings; developed and lead department trainings for new and existing representatives; forecasting and scheduling for 10 local and remote CSR’s; Involved in interviewing and hiring of staff and monthly companywide new hire orientation; Maintain robust scheduling templates for 20 doctors in 8 different locations; Maintain all aspects of the phone systems from call routing to phone system messaging

Business Analysis- monitor daily and monthly Call Center statistics through the phone system (5000 calls per week) and reported to CEO and Executive Team; Analyzed and developed IVR call flows; Worked with daily creation of EDI files sent from CRM to dialer and troubleshooting errors; Development of monthly reports using Crystal Reports for the Executive Committee for various aspects of the company

Project Management - lead of companywide phone system upgrade (Mitel); participated in company-wide EMR upgrade

Process Improvement - implement procedures to decrease no show rates for clinics

Process Documentation - documentation of department policy and procedures and assist in development of a company procedural manual

APS Healthcare 6/2007-11/2009

Client Services /Call Center Manager:

Call Center Management - managed, supervised, and delegated responsibilities to the Client Services Coordinators; forecasted and scheduled staff, training, and meetings for the department for 10 representatives; monitored productivity through the Avaya telephone system; Provided weekly, monthly and annual performance reviews to employees; Developed, set, and track department and individual goals that reflect the company objectives; developed and analyzed reports for productivity, progress, and other reports needed to track staff

Process Documentation - documented department policy and procedures and the development of a department manual

Process Improvement - developed and implemented QA monitoring for phone calls and e-mail support

Business Analysis - troubleshoot EDI file errors from clients; performed SQL queries and Analyzed data for DMHDDAD

Excelsior Software, Inc 6/2005-6/2007

Florida Operations Systems Manager

Beacon Industries Worldwide 7/2004-6/2005

Systems Processing Manager

Verio, Inc. (Internet Servicing) 2/2000-7/2004

Customer Service/Call Center Supervisor – 50 representatives

Education / Certifications

Six Sigma Green Belt June 2012

BS Degree: Computer Information Systems (Nova Southeastern University) May 2003

BS Degree: Therapeutic Recreation (Georgia Southern University) August 1995

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