Customer Service Representative

Blaine L. Wainscott

**** ********* ***** ******, ** 41048

Cell: 859-***-**** E-mail: ******.*********@*******.***

Core Competencies

P&L responsibility Program management Strategic business partnerships Forecasting Vendor management Benchmarking and performance metrics Broad knowledge of CRM solutions and technologies Analytics Exceptional follow-through and detail orientation Meticulous about training and quality management Committed to exceeding customer expectations Process re-engineering Vertical expertise includes retail, transportation, electronics, financial services, telecom, technology, healthcare, manufacturing, and government

Professional Experience

Citi Corp

Capacity Planner Workforce Management – May 2022 – Present

Accenture

Service Delivery Team Lead – March 2021 – May 2022

Dorman Products

Customer Service Manager Warsaw, KY – June /2019 – March 2021

DB Schenker Florence KY

Senior Administrative Assistant February 2018 – June 2019

Staples Inc. Florence KY

Print and Marketing Representative December 2019 – February 2018

Avon, Blue Ash OH

Workforce Manager December 2016 – October 2018

Vantiv, Mason OH

Service Desk Manager June 2015 – November 2016

Commonwealth of Kentucky, Frankfort, KY

Call Center Consultant May 2013 – June 2015

Pomeroy IT Services, Hebron, KY

Service Desk Manager July 2012 – May 2013

Senture LLC

Site Director Monticello, KY – January /2010 – June/2012

Deloitte & Touche Consulting Group Cincinnati, OH

Call Center Specialist/Customer Care – Jun/2006 – Nov/2008

Senture LLC London, KY

Director of Call Center Operations – Apr/2005 – May/2006

Customer Centric Solutions Hebron. KY

Consultant/Contractor/Owner – May/2004 – Apr/2005

Accenture Dallas, TX

Associate Partner, Services Business Process Outsourcing – Oct/2003 – May/2004

Deloitte & Touche Consulting Group Cincinnati, OH

Senior Manager, CRM/Customer Care – Jan/2001 – Apr/2003

Sykes Enterprises Tampa, FL

Regional Director of Call Centers – Nov/1999 – Jan/2001

Pricewaterhouse Coopers Cincinnati, OH

Principal Consultant, CRM/Customer Care – Apr/1998 – Nov/1999

AT&T Cincinnati, OH

Operations/Sales/Training/Billing and Collections/Call Center Consulting – March/1969 – June/1998

EDUCATION AND CERTIFICATIONS

• BS, Business with Minors in Accounting and History, Northern Kentucky University, 1979

• AA, Accounting

• United States Air Force Ground Radar Maintenance Electronics (1966)

• Second Class FCC License

MILITARY

United States Air Force - Sergeant

PRESENTATIONS

• Global Technology Symposium (Cincinnati, OH)

• Speaker at national conference (Miami, FL): "Converting Call Center Data to Dollars"

• Logistics Management Institute Panel - discussed the merits of outsourcing federal programs for the Federal Government (Washington, DC)

• Panelist at Multimedia Contact Center Integration Conference (Chicago, IL)

• Featured speaker, Pikeville Chamber of Commerce Dinner honoring Kentucky’s Governor

CIVIC ACTIVITIES

• United Way in 5 communities

• Chamber of Commerce - Pikeville and Perry County, KY; personal awards received from both Pikeville Mayor and the Governor of Kentucky

CERTIFICATIONS

ITIL FOUNDATIONS

HDI Support Center Manager

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