`

MICHAEL KING

*** ***** ***** **. *******, IL 60175

Home: 630-***-**** Cell: 847-***-****

acxrxi@r.postjobfree.com

EXECUTIVE PROFILE

Experienced Call Center Director who’s driven to reach goals and control costs while maintaining a collaborative and energetic culture.

SKILL HIGHLIGHTS

Leadership Contact Center Management

Training Sales

Public Speaking Budgeting

PROFESSIONAL EXPERIENCE

Expert Global Solutions

Rockford, IL

Senior Call Center Operations Manager 12/2015 to October

Leading a division of 150 agents, managers and support staff for one of the world largest outsource call centers (BPO). Team provides world class customer service for a major banking client while following all banking regulations, policies and procedures. Managing client relationship while reaching EGS P & L goals by controlling shrink through reducing attrition, lowering absenteeism and utilizing workforce management tools to maximize productivity. Continuously coaches team to improve skills. Creates a positive work environment by team building based on working collaboratively with individual accountability

GrubHub Inc.

Chicago, IL

Manager Customer Care 01/2014 to 08/15

Directly managed a team of customer care specialist and supervisors in a high-volume contact center that assists restaurants and their diners with placing online food orders. Managed the team to ensure that call center metrics such as service level, abandon rate and schedule adherence are met. Create training programs for the team to develop their customer service skills, assist with their personal growth and maintain high productivity so the center can better help customers. Center assists on over 10,000 issues per day from customers who contact GrubHub via phone, live chats, text, and fax.

Oasis Legal Finance

Northbrook, IL

Contact Center Director 07/2007 to 08/2013

Created inbound contact center for legal finance company Began with 25 agents and grew to 90 seats with $5,000,000 a year budget. Center received 70,000 inbound phone calls per month plus inquires via email, live chat and fax.

Created processes for all customer interactions, quality control and insured contact center was FCC and PCI complaint.

Recruited diverse team of representatives and managers to assist customers with complex and sensitive legal funding

issues. Maintained excellent work environment which lead to great morale and low turnover.

Created training programs and employee handbook to insure team delivered world class customer service and developed strong sales skills to meet lead generations goals.

Utilized workforce management tools to schedule staff and assist in achieving metrics such as average speed of answer, service level, abandoned rate and average talk time.

Selected outsource international/domestic call centers to assist with call volume and maintained quality control

Evaluated and purchased new technology that improved the efficiency of the call center and reduced costs

Created and maintained detailed reports CEO, CFO and other senior managers.

United Marketing Group

Schaumburg, IL

Call Center Manager 05/2006 to 07/2007

Lead outbound/inbound high volume call center that managed reward programs for major financial and retail clients.

Created scripts for various call center marketing projects that bettered overall sales by 19%. Implemented first call resolution program that improved customer satisfaction and lowered cost. Utilized workforce management software in order to schedule team with maximum efficiency. Coached and trained team to deliver world class customer service

Nicean LLP

Chicago, IL

Managing Partner 01/2002 to 05/2006

Owner/Operator of two Quiznos' Sub Shops. Hired, trained staff and managed day operations of the franchises.

Cendant Corporation

Chicago, IL

District Customer Service Manager 03/2002 to 09/2003

Provided sales and customer service training for representatives at Avis and Budget Rental Car sights in Illinois, Indiana

and Wisconsin to insure locations maximized revenue and delivered superior customer service. Set monthly goals for

site managers and individual agents. Created incentive programs that rewarded positive results and kept teams enthused.

Sweetheart Cup

Chicago, IL

Promotions Manager 12/2000 to 6/2001

Directed regional and national promotions for Fortune 500 quick service restaurant account from concept stage through manufacturing and final billing. Oversaw and approved paper and plastic cup production including artwork, supply chain management, and distribution. Acted as communication focal point between client and Sweetheart Cup. Created and managed timelines to insure every phase of the project was performed on time and within specifications.

IBM Canada

Toronto, ON

Manager IBM Sales and Services Center 10/1992 to 11/2000

Oversaw inbound call center team of 25 that answered inquires on the main number for the IBM Corporation. Team

provided first level support for customer service, sales and technical support. Qualified complex sales and support calls

and routed customers to the appropriate resource. Coached and monitored team to provide world class customer service while exceeding sales quotas. Created North American compliant process that worked directly with the CEOs office.

EDUCATION

BACHELOR OF ARTS: MARKETING/COMMUNICATION

Columbia College, Chicago, IL, USA

Northwestern University, Evanston, IL, USA

Contact this candidate