Customer Service Management

Dale A Carr

**** **** ** **********, ** ***** 518-***-**** *************@*****.***

Professional Summary

A high-performance and goal-oriented contact center management professional with a proven background meeting key performance indicators directly impacting business operations, sales, staff development, and customer service. Through a dedication to collaboration and building a self-confident Staff, provides leadership that maximizes revenues, optimizes customer relations, and attains peak levels of team performance.

Skills

●Microsoft Office

●Excel

●Word

●PowerPoint

●Interactive Intelligence suite of Call Center Systems

●Witness

●Calabrio

●CSES

●Contract Implementation

●Call Center, In-bound and Out-bound

●Call Flow Management

●Training

●Sales

●Participated on Six Sigma projects – not certified

●Supervisory

●Legal Terminology (child support)

●Contract Interpretation

Professional Experience

ICF

Call Center Manager / Operations Manager Owings Mills, MD 2015 - 2016

Stood up call center of the new contract award for the State of Maryland Department of Human Resources where the initial six (6) months of the contract consisted of the discovery process requiring 50% travel encompassing the State of Maryland to meet with the many local stakeholders.

Hired interns from a local technical college to assist with the set-up of workstations saving the cost of hiring contractor’s thus reducing time and cost to set-up contact center.

Managed the facility development including mandatory legal postings; safety signage; office, training, and break room supplies; Tracked and managed initial shipments for office set-up, creation of standard operating procedures and policies, Security protocol, NetAXS security system for site identity badges, programmed users into remotely monitored on site motion alarm system.

Created and managed overall staffing projections and hiring (direct and through vendors/partners), and training

Conducted extensive research and developed client FAQ’s in collaboration with client representatives across several programs then managed the knowledge database of FAQ’s used by the CSR’s for approved program inquiries and responses.

Client Relationship Management

Client Policy & Procedure enforcement

oSecurity Monitoring Tracking, monitoring, submitting add/deletions for 5 separate client systems.

oCompliance Forms Tracking and ensuring timely completion of client nondisclosure and State & Federal Acknowledgment forms

oManaged/Led Client Discovery process related to Customer Service Center policies, procedures, and FAQ’s.

Managed vendor/partner relationships: 2 Staffing, 1 subcontractor, Building Owner, Cleaning Company, Security Contractor, and Exterminator.

Created site Occupant Emergency Plan for natural disasters, man-made disasters, and on site threats and the threat policy to cover any threat to a person, place, or entity received via client customer contact.

Roll-out of Call Center

Ensured attainment of client SLA’s through effective hiring of initial agents and management of the two supervisors.

Ensured internal productivity met financial goals

Served as the front line point of contact for IT performance concerns

Created performance reports and tracking for internal and external customers

Established CSR performance metrics for coaching and development

Manage two supervisors, 40 CSR’s, trainer, and IT support at primary location and primary knowledge source for secondary site including manager, two supervisors, and 40 CSR’s.

Managed Client IRS Audit and managed Site Audit for SOC2 certification (contractual requirement).

Maintained the employee new hire tracking for State tax credits

New Hire on boarding and off board checklists (for direct and contractual hires)

Created extensive contact list of internal and external resources necessary to implement company and client policies.

Xerox Services Customer Service Supervisor Albany, New York 2008 - 2015

●Ensure proper inquiry resolution requiring understanding of legal terminology and explanation of legal processes

●Contract Implementation and Transition: Assisted management team in transition from old to new contract and identified and developed strategies and tactics to ensure implementation of contractual obligations.

Amsterdam Printing Sales - Outbound Call Center Manager Amsterdam, New York 2005 - 2008

●Managed all aspects of daily operations Outbound Call Center units with locations in Amsterdam, Glens Falls, and Cornwall, Canada with more than 100 employees

●Seamlessly incorporated newly acquired brands into outbound sales group in a two month period

●Restructured Outbound Sales and B2B Operations to meet operational growth demands while minimizing costs, maximizing profits across multiple site call centers

●Built training, quality review, coaching, phone strategy, tactics and resolution processes to ensure repeatable results with exceptional quality and accuracy with in operational budget

●Collaborated in cross functional Six Sigma projects improving productivity and costs for IT, Marketing and Manufacturing.

●Increased sales $2 million (7%) with a workforce reduced by 10%

Jos A Bank Clothiers Sales Executive (part time) Albany, New York 2008 - 2015

●Consistently highest dollar per hour sales in store, among top 5% in district, and while achieving sales of $250,000 per year.

Home Depot Department Head/Supervisor Saratoga Springs, New York 2004 – 2005

Colwell & Salmon Operations Manager Albany, New York 2001 – 2003

Communications, Inc.

●Accountable for revenue building, budget, staffing and resource projections, workflow and capacity utilization, staff development, client development and satisfaction

●Expanded call center operations to three sites including Noida, India

●Created and implemented improved processes that expanded sales by $3 million (75%) over a three year period.

●Planned, identified, and negotiated contracts with outsource companies to maximize revenue during peak periods.

Education

University of Maryland Baltimore County Catonsville, MD

Bachelor of Arts in Economics

●Certificate in Administrative and Managerial Sciences

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