GLENN J DACRUZ

678-***-****

Email: acv2b8@r.postjobfree.com

LinkedIn Profile:

https://www.linkedin.com/pub/glenn-j-dacruz/62/947/539

Call Center Customer Experience Operations Situational Leadership

Team oriented, Call Center Customer Service leadership professional, with multiple years of

success at leading functional teams to exceed performance metrics, through A+ customer service

and process efficiency. Well versed at situational analysis and developing solutions to enhance

fiscal performance:

ADP Management Omni Channel Management Vendor

Management

Call Center Training

Avaya BA Telecommunication

Management Management s

CCTV Management

Complaint Project

SDLC Management

Escalation Management

Help Desk Management

Call Center Security Process

Leadership and Improvement

QA Management

CRM Security Client

IVR Management

Management Engagement

Data Center SLA Management

Management IT Help Desk

Geo Fencing Manager

Rover Patrol Monitoring

VoIP Management

Security Account

Softphone Management

Workforce Management Management Sales

Leadership

Digital Customer Service

Service Now Call Center

KPI Improvement

Management Operations

Salesforce

Management

Synopsis of Achievements

Launched, Staffed and Managed Call Center operations ranging 25 to 94 pp

Launched, Staffed and Managed Customer Service/Security operations for a 50 States/

Puerto Rico and Canadian Regions

Increased Vendor First Call Resolution (FCR) by 50% within first 90 days

Increased KPI performance by 52% through team success building

Decreased operational cost by 25% through Process Improvement Initiatives

Increased First Call Resolution by 40% through Quality Calibration

Increased First Dispatch Resolution by 48% within the first 90 days

Ranked #1 KPI Performance Manager within the first 90 days

Member of ASIS security professional network 2015

Facility Security Officer (FSO) Certification

U.S. Security Associates Winners Circle Award 2011

Call Center is registered and provides assistance to FEMA since 2011

Hilton Towers-Conrad Call Center Award of Excellence 2008

Corporate Call Center is Certified with International Organization for Standardization

(ISO) since 2008

Received Call Center of Excellence Award of Appreciation from Simon Properties

Morgan Chase 2014

Member of International Customer Management Institute

COPC Certified

Security Command Center is Security Threat Certified

Professional Experience

U.S. SECURITY ASSOCIATES INC, Roswell, GA 1999 June 2016

U.S. Security Associates is a Global provider of uniform security professionals that provide asset

protection to our large client base in the United States, Canada, Puerto Rico and Mexico

Senior Client Engagement Call Center Manager

Direct and provide oversight and leadership across all aspects of the multi-functional centralized security

support inbound Call Center, which operates 24x7x365 team, requiring on-call availability to support our

customers and security professionals. Manage staffing for (68) associates to consistently meet

customer service performance target goals. Call Center is responsible for processing time clock open

post alarm alerts that are associated with our 79,000 + security officer. Monitor queues (inbound calls,

web inquiries, faxes, and emails, live chats and (IVR system) to ensure proper handling of requests.

Monitor agents to ensure accurate coding for reporting. Maintain team schedule adherence to maximize

coverage within the contact center. Manage/monitor ticket queues of agents to ensure service request are

being met. Monitor all agents calls. Properly document in the system call purpose and resolution process

are using Salesforce.com CRM call center guidelines to handle calls properly. Interact with the Customer

Care Agents to resolve customer affecting issues. Responsible for handling escalated calls with a positive

problem-solving attitude. Ensure agents are communicating properly with customers and completing

every customer transaction with appropriately setting customer expectations for issue/problem resolution

time frame and notification. Call Center uses omni channel platforms to monitor and maintain 95% or

higher SLA expectations.

Other responsibilities include providing facility security management to (5) JLL office buildings

on Mansell road. The facilities are under CCTV monitoring 24/7 from the Security Operations Command

Center. In house security is responsible for granting security access, administrative, documentation and

management support: manage the annual inventory of accountable holdings in accordance with the

policies and procedures; prepare and submit status reports to applicable government agencies;

administer and manage classified destruction program; serve as the focal point for receiving, processing,

distributing, and controlling all classified documentation (hard copy and electronic media) entering or

leaving the facility, including electronic data transfer; maintain suspense copies of all material transported

via courier and perform follow-up, as needed.

* Analyze, investigate, and resolve classified security issues while providing leadership and guidance to

employees, supervisors, managers on actions(s) to be taken to ensure compliance with the classified

security program

* Maintain liaison with government agencies, external customers, contractors, employees, and managers

* Implement visitor control procedures ensuring compliance with the NISPOM and other requirements

* Perform COMSEC custodian responsibilities, as needed

* Provide security escorts to any tenant or guest that requires assistance

* Implement policies and procedures for responding to security incidents, and for investigating and

reporting security violations and incidents

* Maintain strict confidentiality of company proprietary and personally identifiable information (PII)

* Observe all laws, regulations, and other applicable obligations wherever and whenever business is

conducted on behalf of the company

* Manage Government-furnished equipment and materials

Other responsibilities include guard service scheduling for National Accounts, Loss Prevention Division,

Banking and Waste Management sectors. The coordinators follow up, with our local branches that

havent confirmed service and get service confirmed or contact contractors to reschedule service request.

Coordinators update service confirmations using our service portal.

Responsible for managing, motivating, and representing (10) technical support agents

Suggest policy and procedural changes to improve the technical support team performance

* Manage technical support team, including professional development and day to day management over

Support Team functions including customer request fulfillment, issue troubleshooting, and execution of

scheduled tasks and project assignments.

* Participate in staffing and recruiting decisions

* Introduce new Customers to our Support organization

* Communicate with customers directly via telephone and e-mail in a professional and diligent manner

* Insure customers are satisfied with updates and resolutions provided through cases

* Manage the queue of new cases to ensure they are assigned according to our SLAs

* Manage the backlog of open case to ensure customers are receiving frequently accurate updates

* Serve as an escalation point for the Technical Support team members

* Provide on-the-job training and coaching to the technical support team members to improve the

companys overall technical customer service

* Adhere to defined technical support process and offer improvements as necessary

Managing critical, customer servicing processes and projects collaborating with internal partners and

vendors. I am responsible for talent acquisition, professional development, coaching and the day to day

direction of staff of the Roswell, Georgia Call Center. Provide senior management a better

understanding of the customer and any opportunities to improve upon the overall customer

experience. Provide data driven analysis reporting Visio, Power Point presentations.

Lead the team to achieve higher levels of competency, effectiveness and internal process improvement.

Provides ongoing development and coaching of staff, developing both their technical expertise and

behavioral competence. Liaise with all support teams to understand the Call Center infrastructure

requirements capacity. I have exposure across multiple departments, including Tech Support, Payroll, and

National Accounts armed guard service division.

Reports status on activities, issues, projects, etc to senior IT management and Vice President of National

accounts. Prepare weekly operational service dashboards for review by upper management.

Prepare weekly operational service dashboards for review by upper management.

Report metrics, SLAs, and other items as defined by Vice President of National Accounts.

Performs root-cause analysis on KPI underperformance. Develops and implements both short-

term and long-term countermeasures, to improve performance both immediately and

systematically for the future.

Regularly evaluates talent, develops succession plans, and takes organizational actions to

ensure the development of individual associates and external hiring of critical talent needs .

Ensures that appropriate staffing models are developed and implemented to optimize service level

across the organization with available resources.

Evaluates and improves the effectiveness of Customer Care staff by establishing, monitoring,

and establishing accountability to individual and group performance criteria.

Establishes a continuous education program to identify and address both technical and soft skill

training needs to ensure positive customer experience.

Provides timely follow up to all communication and commitments.

Works on issues of diverse scope requiring an evaluation of a variety of factors (i.e., business trends,

team impact).

Frequently interacts with subordinates and/or peer group managers involving matters between

departments or functional areas. Often leads a cooperative effort among members of a project team.

Handles personnel actions including staffing, performance reviews, disciplinary actions, and

coordination of training and development.

Manage IVR system.

The inbound call is routed to the hosted IVR platform. The call is answered via a touch-tone or

speech-recognition menu. The information request is then routed via secure network to the

appropriate web application server for response to the request. If the caller needs to speak with a live

agent, and the application uses hosted IVR computer telephony integration (CTI) interface (ACD

connect), the call is then routed to the agents ACD. Tech support agents use IVR system to resolve

customer affecting issues. Responsible for handling escalated calls with a positive problem-solving

attitude. Dash board service request reports are generated after all information has been captured.

Additional reporting metrics are used to measure and monitor performance of individuals for the

following departments Shared Service and IT Agents. Communicates role, responsibilities, priorities

and performance expectations to all team members.

Experience with managing direct reports and/or multi-disciplined teams that can be geographically

dispersed

Significant experience and demonstrated ability to interact and present to our clients, including

executive level

Extensive experience in managing Call Center service organizations and complaint escalation

resolution procedures.

Maintains and improves Call Center operations by monitoring system performance; identifying and

resolving problems; completing system audits and analyses; managing system and process

improvement and quality assurance programs.

Established Call Center human resource objectives by recruiting, selecting, orienting, training,

assigning, coaching, counseling, and disciplining employees; administering scheduling systems;

communicating job expectations; planning, monitoring, appraising, and reviewing job contributions;

planning and reviewing compensation actions; enforcing policies and procedures.

Prepares Call Center performance reports by collecting, analyzing, and summarizing data and trends.

Strong teaching skills, ability to present and demonstrate complex procedures to diverse groups

Well-developed management skillsprinciples and people

Excellent skills in MS Office Suite including, word processing, spreadsheet, and presentation

software. MS Visio and MS Access preferred; working knowledge and MS office suite basic skills are

required

Ability to transform current business model to a best-in-class operation; demonstrated experience in

creating/upgrading a customer service function.

Excellent analytical skills including problem solving.

Excellent organizational, verbal and written communication skills, communicate effectively to all levels

of customers and company management.

Develops, implements and delivers reporting metrics to measure and monitor performance of

individuals and Team Care. Communicates role, responsibilities, priorities and performance

expectations to all team members.

Experience with managing direct reports and/or multi-disciplined teams

Provide oversight over all client experience activities as well as manages ongoing projects and tasks

Provide comprehensive salesforce CRM metric reports that reveal trends and drive positive behavior

Assessed Call Center needs and spread headed organizational streamline that included

eliminating redundancy, updating antiqued computer systems, phone lines .

Call Center is now using Salesforce.com as our new CRM provider and Incontact a cloud

based phone solutions provider that has enhanced the efficiency and performance of the Call

Center. One of the new tools that I am proud of is WFO/Work force Optimization application. I

now have control over the following: Agent Performance Management, Voice of Customer

tools, E-Learning for agents, E-Schedule tool for supervisors, Scorecard Keeper for Daily

productivity viewing and reporting analysis Audio/Screen Recording, Agent Availability

Viewing.

The Call Center also received a must needed remodel for the work stations .

Used Performance Indicators (KPI)s to improve and evaluate the effectiveness and productivity of my

associates in the following areas, call handling time, alarm processing accuracy and speed, efficient

problem solving.

Focus on first-call resolution (FCR) Measure it from the customers perspective.

Call Center Metrics also determine my Call Centers (AHT) Average handle time per call. The total

amount of work time related to calls, including average talk time (ATT) Average after call work time

(ACW), divided by the number of calls handle.

(TR) rate percentage of calls that have been transferred . (HT) rate Percentage of how long a

caller is on hold time

(AR) - Rate percentage of calls that are abandon

(ASA) Average speed of answering

Every call center should have these overall performance measures in place:

Forecast accuracy

Boosted employee satisfaction and engagement, and increased opportunities for professional growth

and talent development through implementation of new associate initiatives.

Experience with customer support center technologies such as Biometrics ID software (e.g.

telecommunication systems, IBM Power 7 SAP, Cloud knowledge management systems, customer

web portals) highly desirable.

Anticipates the impact of the changing business environment on assigned work areas.

Served as the District Manager for the Tampa, Florida Call Center as part of a new accusation.

Operate and control mainframe computer systems. Served as the Project Manager for National

Accounts that utilized the Call Center for temporary guard service request.

Managing the effectiveness of the company's Operating Environment (SOE) for end users

Common used Softwares:

ADP

Microsoft SharePoint 2010 BI Solution Stack

Microsoft Azure/Visio/Power Point/Excel

SAP Business Objects XIR2 & XIR3

EclinicalWorks9.0

Salesforce.com and Sugar CRMs

Citrix- Winteam application

Microsoft Azure/Visio/Power Point/Excel

IVR work force portal

Incident Response Training (Cyber SOC)

Attack and Penetration Security (Cyber SOC)

Experience with Oracle Business Intelligence Enterprise

Account Manager for Security request:

2008 - Crossed trained as an Account Manager to oversee our newest responsibility providing

emergency guard service for the following accounts:

Simon Properties, Goldman Sachs, H&M, Pier 1, Burlington Coat, Grainger, Ulta, Alcoa,

Ross Dress for Less and JP Morgan Chase banks, and Staples, Office Depot and Off Saks

Fifth Ave.

Build Client List, identify target accounts and segment by territory and business sector

Create Accounts in Saleforce.com and continuous updates of contact information

Prioritize clients by propensity to buy

Sell business security technology solutions and fire protection to commercial accounts

Manage existing sales base of over 47 accounts leveraging relationships to close new business

Maximize customer satisfaction and retention by initiating post installation follow-ups

Prospect and develop new and exciting business relationships through face to face meeting and

some telemarketing and strategic networking and manage proposals

IT Project Manager:

2011 - Crossed trained as an IT Project Manager to oversee newest accusation

Andrews International located in Burbank, Ca

Create staffing project plan, select and obtain project team members

for new 24/7 Help Desk Department.

Develop Project Scope statement and PM methodologies to deliver

Obtain/define project constraints and deliverables

Guide development of project baseline plans and monitor schedule

performance

Facilitate project schedule progress reviews

Develop Risk plans and monitor risks

Develop and monitor on-going application of the project communications plan

Guide and monitor project team activities

Monitor Project Issues Resolution and Change Control Requests

Document project success for inclusion in project completion

Develop and document lessons learned documentation for project completion

Quality Assurance Technical Support Manager

2014 - Crossed trained as a Quality Assurance Technical Manager to oversee our newest

Inbound Call Center in Rio Grande Puerto Rico that has (15) associates part of another

accusation.

Develop and administer technical strategies and processes to help grow and meet U.S. Security

Associates business and customer needs.

Manage a team of technical operations analysts

Balance client team needs and work backlog for the team

Design, develop, test, and implement tools for data consumers

Maintain reports to ensure reliable performance and scalability

Troubleshoot data issues and conduct root cause analysis

Drive continuous improvement efforts in data processes

Provide leadership to direct reports ensuring priorities are established with value creation as driver.

Manage customer related metrics and support/facilitate root cause and corrective action activities with

operations and logistics teams to eliminate product quality issues.

Lead product improvement efforts including initial review of product improvement ideas and needs,

execution of product development trials, and development of process improvement initiatives.

Provide leadership and direct support to execute new product feasibility and capability trials through

management of multi-disciplinary teams.

Integrate market inspired product development initiatives (voice of the customer) with

manufacturing capabilities (voice of the process).

Involve in the testing activities for various initiatives/projects the security office

Justify, prepare, and manage the quality function budget to meet and maintain equipment, facility,

and resource requirements necessary to meet product capacity requirements.

Manage the daily activities of each reporting department as determined necessary, to ensure

adequate and efficient product support to meet the business plan while serving as an advocate or

and mentor of the companys quality philosophy and principles instituting and reviewing P&L

managing for the office.

Ensure that the company wide training program is adequate

Ensure the development corporate security related procedures, implementation, and

management of an effective and cost effective quality audit program of all managed areas

instituting and reviewing P&L managing for the office. Responsible for managing over 10m in P&L

responsibilities.

MCI WorldCom Sandy Springs, GA 1995 to 1998

Sales Associate

Provided excellent customer service to our clients

Responsible for selling WorldCom Telecommunications products

Consistently meet sales and customer service performance target goals

Exceed monthly revenue goals through acquiring new customer accounts, maximizing existing

customers accounts to identify revenue opportunities, and excelling in quality metrics.

Participate in marketing efforts to solicit new business, including but not limited to outbound calling,

community involvement, outreach programs, and promoting the brand inside and outside

Provided training to new associates

Go-to person for new customer service operators with particularly challenging calls as one of the

companys primary mentors - trainers of both new and established employees.

Resolved customer complaints by identifying problems and taking appropriate corrective action

resulted in a 50% increase in the departments efficiency.

Poland Springs, Atlanta, Ga 1993 to 1995

Supply Chain Supervisor

Responsible for the setup, scheduling, and work direction of assigned personnel. Recommend

employment, termination, pay evaluation, discipline, etc. of assigned employees. Motivate, lead and

direct continuous improvement efforts.

Plans, organizes, and schedule production to meet customer needs. Identify supply shortages and

proactively manages production changes. Achieve plant goals in efficiency, safety, capacity,

productivity, cost control and quality.

Prioritize work within the timelines of DS Services of America, management team and individual

employees.

Maintain safe and productive environment. Responsible for plant safety, quality, efficiency, and

sanitation. Work with safety committee to develop, implement, train, and enforce safety policies and

procedures.

Promote safety and ensures all company policies are adhered to complying with OSHA and company

guidelines. Maintain positive relationships with regulatory agencies and assure compliance.

Provide analysis and recommendations to management on all matters relative to the operation of

area of responsibility. Update and prepare reports regarding production information. Analyze date to

develop strategic plans for improvement. Responsible for the administration and management of all

phases of respective production line. Troubleshoot and solve production inefficiencies and minimize

down time. Handle all employee relations issues in a fair and consistent manner, work closely with

Human Resources to ensure all company standards are maintained.

EDUCATION

BA, Hotel Business Marketing, Minor in Culinary Arts, Johnson & Wales University, Providence, RI 1992

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