Site Leader, Director, Manager - Call Center Operations

Denver, CO *******@*****.***

Cell: 303-***-**** www.linkedin.com/in/susangraham3

Strategic Leader, Customer Service, Sales and Operations

Passionate, energetic, experienced, high performing Customer Service operations executive, with unique blend of people skills, technical knowledge, and strategic vision. Proven success in managing a 200+ seat Call Center with an outstanding ability to inspire staff, drive operational efficiencies and achieve corporate objectives while adhering to budget and managing through change.

Areas of Specialty:

• Start-up Leadership • Recruiting/Hiring/Training • Collections Strategy

• Sales/Customer Service Management • Employee Training/Development • 6C – High Risk Security Clearance

• Program/Project Management • Vision/Innovation Champion • Call Center Management

Professional Experience

Independent Contractor/Consultant. Denver, CO. 2014 –present

Developing and managing marketing and operations initiatives for numerous clients in Strategy, Customer Service, and Sales in the high tech, low tech and Healthcare industries.

Site Management, Customer Operations 2006 - 2014

NELNET, INC. Aurora, CO.

Executed the Customer Care Strategy which includes the Colorado and Nebraska operations servicing Department of Education Student Loan customers. Successfully managed operating budget while continuing to improve operational efficiencies and overall call center metrics including IVR utilization, AHT, agent occupancy, availability, adherence, transfer rates, quality and customer satisfaction scores.

Took customer service satisfaction to a new level from 4th place to 1st place on the Government contract.

Built the Nelnet Consolidations Sales channel for Colorado.

Executed integration plans to merge customer intake channels into a single and consistent customer experience.

Directed overall strategic and tactical operations and performance of 200+ associate call center with annual budget of $6.5 million.

Provided leadership and direction to enhance customer experience while improving associate engagement.

Area Manager, Sales & Service; In-Store Marketing Division 2004 - 2006

SEARS HOME IMROVEMENT. Knoxville, TN.

Developed business critical alliances and market segment analysis for the territory. Identified revenue and profit opportunities to maximize the potential of new business. Provided support through strategy and conceptualization of segment development in the region.

• Assigned to the Knoxville and Chattanooga region to re-establish and rebuild this 8 store division.

• Worked closely with the promotional staff members to help them increase their sales results and achieve quotas.

• Traveled throughout the region to observe on-the-job performance and provide sales coaching.

Western Region Director 2003 - 2004

QRS CORPORATION, Denver, CO.

Established a strong record of achievements with this retail industry consulting company that provides business improvement strategies and services for clients in the global retail trading community.

• Took over an underperforming territory that covered the 5-state, Midwest Region and implemented management directives that improved customer satisfaction levels and reestablished the company's reputation with key accounts.

• Supervised 50 field auditors who traveled to competitive retailers throughout the region to collect store-level pricing data that was used by clients to develop critical pricing and marketing strategies for their comparable product lines.

• Managed relationships with major accounts while maintaining high levels of customer satisfaction and assisted clients in reducing under/over charges by ensuring that all audit assignments were completed on-time and by evaluating pricing data for integrity.

Director of Partner Sales Programs 2002 - 2003

WEBACCESS, INTERNATIONAL, Denver, CO.

Hired with this internet service provider to implement their Alternate channels start-up organization.

• Set-up 12 new sales agent groups with up to 50 independent sales reps.

• Worked with the corporate attorney and CEO to create the independent sales group contract agreements and programs for commission structure contracts.

• Implemented on-line training tools to develop the sales force's understanding of products and internal systems.

• Served as a technical and strategic advisor to internal departments that included Sales, Product Management, Provisioning, and Information Technology.

Manager of Partner Operations 1999 - 2002

LEVEL 3 COMMUNICATIONS, Broomfield, CO.

Hired with this international communications and information Services Company to establish the independent sales groups and oversee the department that provided field sales and direct customer support to major corporate accounts that included Sprint, AOL, and AT&T.

• Implemented strategic planning, corporate account management, and operations management efforts that contributed to the company maintaining its position as one of the largest providers of wholesale dial-up services and the primary provider of Internet connectivity for millions of broadband subscribers through its cable and DSL partners.

• Worked with Marketing, Engineering, Executive Team members, and clients to develop marketing and co-branding strategies as well as cooperative advertising programs.

• Managed sales forecasting, operation expense utilization, and budget development.

• Achieved financial performance goals across all categories, including profit, sales, and cash flow.

Education

Associate of Arts, Greater Hartford Community College, Hartford, CT

Education Major, University of Connecticut, Storrs, CT

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