GERALD HARRIS

Business Acumen, Strategic, Conceptual Leader

**** ********* *****, ***** ****, GA 30291

P: 678-***-**** E: acyyvv@r.postjobfree.com

PROFESSIONAL SUMMARY

Strategic, solution driven, self-directed leader with diverse business acumen in leadership, training and process management. Specific skills in performance management and organizational development. Strong conceptual, technical and cross functional knowledge in implementation system management. Cost containment reduction to improve the organization’s expansion and long-term viability as a successful business through customer service, employee development, and continuous improvement.

CORE QUALIFICATIONS

Complaint Handling & Resolution

Coaching and Development

Project Management

Budgeting and Operations

Retention & Process Management

20+ Years Progressive Management

Call Center Management Environment

Strategic Planning

Relationship Building, Employee Relations/Cross-functional Team Management

Risk Assessment

Benchmarking/Forecasting

Mitigating Plans

Forecasting and Trend

Analysis

Risk Management

Excellent Communication,

Quantitative, Analytical Skills

Quality Assurance/

Calibration Management

Knowledge of managing internal dashboards, highlighting and weighting high-level performance metrics

WORK EXPERIENCE

GEORGIA DEPARTMENT OF REVENUE, Atlanta, Georgia

SUPERVISOR (CONTRACT), 2015 to 2016

Implemented operational initiatives to drive process improvement and managed day-to-day operations of the phone team, achieving positive results in a variety of operational and processing activities including a decrease average, 2% abandon call rate

Implemented Executive Dashboards highlighting and weighting high-level performance metrics

Created and deployed coaching and development forms for Team Leads to provide feedback agents within taxpayer’s service division.

Resolved Certified Public Accountant (CPA) inquiries

Interfaced with HR Team to incept and calibrate policies for compliance

Interviewed to meet staffing needs in the Contact Center throughout the year

Reviewed and Approved tax refund up to 50K for taxpayers for the State of Georgia

Coached a total of 5 Team Leads who managed 80+ front line employees

Trained New Hire employees on multiple tax types ( Income Taxes, Withholding,Sales & Use Tax and Corporate )

Researched and Review Corporate tax returns (G-2A and G-1003).

Reviewed and Approve tax credit for the film industry, made in the State of Georgia.

Supervised, trained and motivated staff of 8 Help Desk Analyst- 1.

Serve as liaison between customers and technical staff in implementation and development of business process automation.

VERIZON WIRELESS, Alpharetta, Georgia

SUPERVISOR, 2006 to 2015

Drive quality focus and targeted initiatives to exceed customer expectations and organizational objectives

Deploy strategic coaching techniques to exceed performance objectives, while achieving first customer contact resolution

Responsible for forecasting and managing team forecasting

Manage daily churn to drive 3% goal

Effective coaching strategies and best practices delivered through weekly, monthly, and yearly performance reviews

Construct and manage performance based on a 30-60-90 day improvement plans to drive through high motivation, influence, and effective communication

Interface with senior management to develop short/long term organizational goals and objectives on monthly basis

Orchestrate employee succession planning sessions to foster upward mobility

Interface with Human Resources for personnel interviews evaluations, and selections

oSupervisor Work Load Reduction project (from October 2010 – February 2011) with South Area Vice President of Customer Service

oTop Performer Award for Best Entire Rep Performance for the month of March 2011

oTop Performer Award of Excellence, May 2010

oCore Value award for Outstanding Performance, July - December 2009

VERIZON WIRELESS, Alpharetta, Georgia

PREMIER TEAM COORDINATOR, 2005 to 2006

Trained to service higher end/premier customers with line attainment included &79.99+

Responded to billing inquiries from in-bound queue and performed Tier One technical troubleshooting

Conducted customer analysis and general product information in order to make appropriate recommendations based on customer needs, increasing revenue and customer loyalty

Maintained orderly filing system for management to review attendance and coach notes

Responsible for de-escalating issues for front-line support employees

Spearheaded the roll-out of new products and information to teammates

Conducted peer to peer training on a needed basis for embedded team members and new hires

VERIZON WIRELESS INTERIM/CROSS FUNCTIONAL ROLES

Retention Team Member - Supported Retention Team with tracking competitors price plans and processes from the South Area Reporting Team - Extracted details and analysis from daily reporting system to identifying trends Training - Facilitated new hire training presentations Compiled and administered data for MOR’s (monthly operations reviews) and delivered to new hire classes. Account Team (Back-Up) - Assisted account team with working and auditing WFM (Work Flow Manager) system to add back ELEU/dropped discounts Center Representative Served as a team SMEE (Subject Matter Expert) and center UAT pilot programs. Participated in employee focus groups and management/employee town halls.

SENIOR CUSTOMER SERVICE REPRESENTATIVE, 2003 to 2005, Verizon Wireless, Alpharetta,

CUSTOMER SERVICE ASSOCIATE, 2002 to 2003, MCI, Atlanta, GA

CITY OF ATLANTA/UNITED WATER SERVICES, Atlanta, Georgia

CUSTOMER SERIVCE SUPERVISOR/COLLECTIONS SUPERVISOR, 1994 to 2002

Supervised, trained and motivated staff of 13 to achieve maximum performance on daily basis

Interacted with elected officials and management regarding accounts receivable

Supervised bookkeeping responsibilities related to centralize accounting functions

Successfully collected and allocated over $150 million dollars of water revenue for City of Atlanta

Maintained monthly and daily GL reconciliations for assigned general ledger accounts and analyzed bank returns

Track record for outstanding performance and leadership skills

UNITED STATED MARINCE CORPS, Lejeune, North Carolina

SECRET SECURITY CLEARANCE/STAFF SERGEANT/ADMINISTRATIVE CLERK,

EDUCATION & TRAINING

1995, Law Enforcement Training, Georgia Corrections Academy, Macon, GA

1991, Security Training, Marine Corps, Security Force Academy, Virginia Beach, VA

1990, Leadership Training, Non-Commission Officer Academy, Camp Lejeune, NC

Coursework towards obtaining a Bachelors in Business Administration degree, Massey Business College, Atlanta, GA

LEADERSHIP TRAININGS: Civil Treatment for Managers Customer Service 1:1 Building Exceptional Leaders Leading A Multi-Generational Workforce Measuring Managing and Improving KPI’s (Key Performance Indicators) Call Center Technology Management Call Center Quality Assurance Management and Leadership Understanding and Applying Analytics and Reporting PROFICIENCES: MS Excel, MS Word, MS PowerPoint, XP, Vista, and Windows ’98. ECPD/EWI, Vision East and West, I2K East and West, ACSS, Windows NT, Info Manager, Work Flow Manager, Ace, EROES, VZ Learn, KANA, IBAS, OTS, CBIS, IBAS, Streamliner, and SSI. IN Contact ITS and Georgia Tax Center Kronos.

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