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Customer Service Manager

Location:
San Antonio, TX
Posted:
April 14, 2016

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Resume:

Davie Watkins

Mobile: 608-***-****

San Antonio, TX 78229

Email: acuc7v@r.postjobfree.com

PROFESSIONAL PROFILE

Resourceful, professional with a robust scope of capabilities in fast-paced global business environments. Highly skilled in operations & sales leadership, strategy & logistics and people & process optimization. Solid leader and motivator who excels in talent acquisition, employee empowerment and leadership advancement. Demonstrated strengths in P&L management, efficiency improvement, and profit optimization. Proven track record of success in creative and effective management of diverse personnel in multiple locations. Flexible, adaptable, results driven and totally committed to process, quality and performance management.

BACKGROUND SUMMARY

Strategic and Operations Planning

Turnaround / Transformation

Multi-Site Leadership

Organizational Effectiveness

Policies & Procedures Development

Sales Leadership

Resource Planning & Leadership

Facilities Development

Customer Service Leadership

Operations Leadership

Project Leadership

Tech Support Leadership

Operational Cost Analysis

Logistics

Retention/Saves Leadership

Program Analysis and Evaluation

Contract Negotiations

Performance Management

Incentive Programs

Corporate Culture Change

Technical Expertise includes: Microsoft Office Suite, CRM, ACD and Video Production

PROFESSIONAL ACCOMPLISHMENTS

Contact Center Strategy/Operations

Strategized Startups & Build Outs: Initiated planning sequence to establish new global contact centers 2004 & 2014. Selected locations, planned & hired staff and budgeted, negotiated, procured and installed all essential equipment. Results: Set up and initiated world-class operations.

Expanded Number of Regional Contact Centers: Results: Redundant leadership teams and technology mitigated outages and downtime and built clients’ trust which enabled us to capture more of their outsourcing business share. New locations generated return on investment in one year and allowed us to keep a majority of the extreme ramps centrally located in a small geography.

Spearheaded 18 Extreme Seasonal Ramps (up/down): Hired, trained and coached 200-1600 short-term agents (eighteen different times) for Christmas, Valentines, Mother’s Day and tax season ramps. Results: Maintained client KPI and show rate requirements, won more client business year over year.

Engineered Total Turnarounds: Analyzed and restructured all departments and lines of business, created and executed streamlined processes and established best practices, implemented realistic expectations with outcomes and inaugurated obtainable step targets with time tables. Retrained entire leadership team and support staff in addition to all front line agents. Established heavy-duty performance management for agents, operations leadership and support staff. Results: Right-fitted leadership, improved performance, reduced errors, client confidence, additional business and site-wide morale. (2009) Improved from last place #30 to #2 in 11 months. (2013) Improved from last place #4 to #1 in 45 days.

Resolved Severe Churn: (2013 - In addition to the turnaround steps above) Overhauled recruitment and instituted new leadership, culture, methods, goals and bonus requirements for the department which increased the number of qualified applicants entering training and production and lowered attrition/churn rates from 15% a month (based on seven-year historical data) to 7.4% (Client KPI was 9% for domestic sites) Results: Financial improvements, workforce maturity/longevity, site-wide morale and client confidence – all of which were officially recognized by our corporate heads three months into the revamp.

Root Cause Analysis & Remedy: During an initial new teams’ (new site) analysis in 2010 - Identified a radical variance between agent utilization reporting and actual agent workload for an inbound sales team. Partnered with Avaya and 3rd party IVR vendor to prove agent workload was actually much higher than reporting credited. Investigation determined that agent manipulation of a known Avaya flaw (“feature”) was the root cause of erroneous reporting. Agents and managers were purposefully committing fraud to delete calls (number of) to generate bloated sales rate percentages in order to receive unjustified bi-weekly bonuses. Further investigation revealed the scheme had gone undetected for 3.5 years by both the BPO and client resulting in a $630K under-payment by the client for calls answered and $140K overpayment for bonuses by the BPO. Results: $180K additional annual revenue for the BPO, a new fresh untainted team and a promotion to a larger sister site with more clients, Lines of business and headcount.

EMPLOYMENT HISTORY

MARRIOTT INTERNATIONAL, San Antonio, TX

2015

Elite Desk – Spirit of Service & Sales

Global Service Ambassador responsible for Marriott’s world-renown Spirit to Serve, revenue generation and agent development.

SPI GLOBAL, Madison, WI (Changes in hiring agreement)

2014

Site Manager (Site Director)

Responsible for site start-up, policy and process creation and implementation, operations management and client

satisfaction.

XEROX BUSINESS SERVICES, Bakersfield, CA (Company near-shored site headcount)

2013

General Manager (Site Director)

Responsible for recruitment turnaround, culture change, performance management, client satisfaction and P&L

improvements.

SUTHERLAND GLOBAL, Philippines (Organizational restructure – returned to US)

2010-2012

Business Director (Site Director)

Responsible for Operations, P&L improvements, major ramp up and complete line of business rebuild.

TELETECH, Philippines (One year contract)

2009

Senior Operations Manager

Responsible for total turn-around of business unit. #30 (last place) to #2 in 11 months.

SPI GLOBAL, US / Philippines (Recession downsizing)

2003-2008

Vendor Manager

Managed all outsourced operations in Asia.

JOBSONG PERFORMING ARTS PROJECT, Jonesboro, AR

1995-2002

Production Manager

Responsible for operations management, strategic and logistical planning, marketing, merchandising, human resources

and direction of multi-city youth conferences..

MEMORY PRODUCTIONS, Chattanooga, TN

1990-1994

Producer

Responsible for logistical organization and management of nationwide beauty pageants and talent shows including

customer care, client relations, stage & video production management and order fulfillment.

VIC’S CORN POPPER, Omaha, Ne

1984-1989

Regional Operations Manager

Responsible for multi-site corporate operational management, customer relations, production, quality control, corporate

imaging, and human resources management. Developed and executed North American franchise program & training

and national retail store openings.

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EDUCATION

Bachelor of Fine Arts Management, Arkansas State University, Jonesboro



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