William Sherwood

*** ***** ******* ****, *********, Tx 77539

Telephone: 813-***-**** acz8wg@r.postjobfree.com www.linkedin.com/in/wmsherwood

Call Center Manager

Experience

More than twenty years of experience hiring, coaching and on-going management of call and support centers. Proven ability to complete projects to meet organizational needs, maintain Key Performance Indicators (KPIs) and to reduce operational costs by improving efficiencies while assuring delivery of world-class customer service. Track record of implementing organizational initiatives that consistently increase profitability and reduce operational costs.

PROFESSIONAL STRENGTHS

Proactive Management Training and Development Business Analysis

Quality Assurance Call Center Technology Project Management

Workforce Planning Contract Management Strategic Planning

PROFESSIONAL EXPERIENCE

Call and Support Center Project Manager July 2005 – September 2016

HNTB and PBSJ Boca Raton, Fl.

Managed a high-volume call and support center with over 120 agents, developed and monitored KPIs, hired and developed staff. Developed method to estimate seasonal staffing requirements. Led multi-departmental projects to enhance environmental, operational and IT projects.

Revised procedures to reduce Average Handle Time by 25%

Developed new annual performance review for both management and representatives looking at overall performance and metrics

Implemented a performance improvement program to improve staff performance which decreased staff turnover to under 5%

Led collections program to recover funds billed but not collected prior to statutory write-off requirements

Wrote several Invitations to Negotiate and performed technical review on responses

Led several projects, one which completely revised the organization’s website and one which launched the first app for the organization

Assisted in completing a project to replace the premises-based IVR and ACD with a modern cloud-based system

William Sherwood resume page 2 of 2

Implemented process to look for continual process and procedure improvements based on feedback from agents, customers and other internal partners

Senior Operations Manager November 1985 – January 2004

MCI – Tampa, Fl.

Managed a high volume 24/7 call and support center. Established all metrics to achieve organizational goals. Developed and implemented new training plans for both new hires and existing employees. Worked closely with Sales team as technical advisor on new and existing business.

Established a process to reduce Average Speed of Answer by over 50%

Developed a method to track repeat troubles and escalate them to a specialized team to improve customer satisfaction

Designed and moved staff to 3 new call centers

Led a project to implement a new customer relationship system, retiring a legacy system

EDUCATION

Whitney Point High School Whitney Point, NY

MILITARY EXPERIENCE

US Air Force Primarily overseas in Germany and Greece

CERTIFICATIONS

Project Management Professional (PMP) Project Management Institute