E

lvis Shaw

Exceptional ability to execute forecasting, budget and P & L Management, quality assurance, cost reduction process, human capital and performance management, system and facility Integration, and operational efficiency.

An accomplished leader and dedicated professional with a diverse and effective skill set including strategic planning, exceptional relationship building, professional communications and solid knowledge of effective sales techniques. Able to build successful, high performing, focused teams in start- up and turn around environments. Recognized for ability to direct strategic initiatives that achieve Key Performance Indicator targets pertaining to budget, customer retention, employee development and service levels that increase customer and employee satisfaction metrics.

World Class Customer Service

Process Improvement

Client Account Management

Telecommunication Expertise

Team Leadership & Development

Complex Negotiations

Critical Problem Resolution

Onsite and Remote Staff

E-Commerce Solutions

Business Acumen

Reporting Management

Employee On-Boarding

Solutions Focused

Marketing Management

Promotional Materials

Strategic Analysis

Employee Retention Tactics

Budget Management

Professional Experience

Spruce Power, Houston, Texas, 2023 to Current

Call Center Coach

Contracted to manage daily oversight of HOST (Homeowner Support Team) inbound call center activities and performance. Conduct regular QA reviews to insure timely, accurate and professional resolve of customer concerns generated by inbound calls, emails/text/or chat and ticket creation.

Selected Accomplishment:

Team contributed to 5 star google review improvement 50% in 6 months.

Exceeded established call center matrices monthly and implemented practices to address employee attrition.

Asurion, Houston, Texas, 2018 to 2022

Call Center Coach

Managed daily call center operations and implemented customer quality procedures thru monitoring and managing daily activities and performance. Hired, managed and coached teams of representatives who provided exceptional customer service and executed on client metric obligations on a daily basis.

Selected Accomplishment:

Maintained 85% or better on monthly Customer Experience goals.

Successful management of complex Line of Business projects, exceeding call center/client metrics and goals.

ShawDashian Group, Houston, Texas, 2010 to 2018

Vice President of Operations/Call Center Manager

Developed operational procedures and call center processes for B2B sales team and inter-department call center in a start-up environment. Hired, trained and developed a talented team of call center professionals.

Manage and implement process improvements to maintain exceptional customer experiences. Provide client and merchant communication and advice on effective marketing services improvement. Enforce company policies and procedure adherence and develop productivity metrics.

Selected Accomplishment:

Successful management of complex HOA News Magazine project, the official news magazine of Pearland. Provide highly specialized and effective local marketing and public relations programs resulting in a heightened community knowledge and brand recognition of local business that maximizes investment return to advertisers.

Utilized exceptional customer service skills resulting in a 35% increase in sales and reduced client churn by 18% within first 60 days.

General Dynamics Health Care Marketplace, Houston Texas, 2013 to 2014

Call Center Manager

Managed daily call center operations and implemented customer quality procedures. Managed and developed 500 customer service representatives and 15 supervisors. Handled customer issues in a courteous, engaging, and professional manner. Ensured that rules of conduct were adhered to during each call and monitored staff calls for quality assurance purposes. Managed call center staff schedules. Provided initial training new team members and managed onboarding processes. Prepared staff performance analysis reports. Provided support with all call center activities. Prepared budget reports and tracked call center expenditures.

Selected Accomplishments:

Played a key role in the successful rollout of a contract call center. Identified, hired, and trained over 1500 call center team members.

Consistently exceeded Company and client objectives in call handling and quality SLAs.

Implemented Emergency Preparedness Plan for the center and held the role of Crisis Management lead for the Houston Call Center.

Verizon Wireless, Houston Texas, 2006 to 2012

Associate Director

Directed strategic initiatives to achieve Key Performance Indicator targets directly related to budget, customer retention, employee development, and service levels for more than 220 employees. Supervised leadership team responsible for monitoring daily call center activities and provided training in inbound call handling quality programs.

Selected Accomplishments:

Consistently exceeded customer experience objectives resulting in significantly increased customer satisfaction results.

Played a key role in a successful budget reduction process resulting in a cost savings of $1M.

Developed and implemented leadership training program which improved customer satisfaction by 20% and employee satisfaction by 5% year over year.

Introduced an employee engagement initiative that improved employee opinion survey results and reduced turnover by 8%. Due to impressive results, the employee Engagement Initiative was implemented region wide.

ADDITIONAL EXPERIENCE

MCI WorldCom – Senior Call Center Sr. Manager – 14 years

Education/Licenses

Business Administration, Texas State University, San Marcos, Texas

Member, Omega Psi Phi

TDI License Number - 2412369

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