Call Center Support Specialist

Arthur Springer

Hiawatha, IA *****

407-***-**** - *****.********@*******.***

Professional Summary

Results-driven and strategic leader with extensive expertise in team management, call center operations, project management, risk assessment and control, operational leadership, and client services. Proven ability to identify and recommend process improvements that increase productivity and efficiency. Skilled team leader with documented strengths in team mobilization, cross-functional collaboration, and organizational synergy. Focused on continuous quality improvement, integrity, reliability, and accuracy. Energetic Sales Support Specialist focused on enabling strong ISP and BPO sales by skillfully handling administrative needs. Successful at managing sales tracking tools and creating informative reports. Polished in identifying market trends to help sales professionals make strategic decisions and continue capturing business. Efficient Director level leader trained in receiving and processing incoming customer inquiries. Vetted contacts for potential sales opportunities and effectively used CRM software. Helped sales personnel spot and understand trends by tracking, modeling and reported on market and customer data.

Accomplishments

Used Microsoft Excel to develop inventory tracking spreadsheets.

Supervised team of 17 staff members.

Documented and resolved Staff Planning which led to End of Year FTE savings..

Skills

CRM software expertise

Problem Resolution

Organization and Time Management

Decision-Making

Active Listening

Computer Skills

Organizational Skills

Calm Under Pressure

Critical Thinking

Excellent Communication

Multitasking

Multitasking Abilities

Dependable and Responsible

Time Management

Attention to Detail

Flexible and Adaptable

Problem-Solving

Teamwork and Collaboration

Customer Service

Friendly, Positive Attitude

Point of sale operation

Contract Negotiation

Processing payments

Opening and closing procedures

Business Development

Customer Order Management

Customer Needs Assessment

Sales strategy development

Complaint resolution

Customer Relationship Management

Technical aptitude

Performance Tracking

CRM software expertise

Work History

02/2024 to Current

Metronet Account and Sales Support

Metronet Telecommunication – Waterloo, IA

Boosted team productivity through comprehensive sales strategies focused on Fiber product knowledge and time management skills.

Facilitated a smooth Fiber and ideal streaming TV sales process for faster turnaround times, ensuring timely delivery of products to customers.

Ensured compliance with company policies while handling sensitive customer data during the entire transaction process from start to finish.

Supported territory expansion initiatives by conducting sales and identifying areas for potential growth.

Attended five retailer and distributor product and sales training events to consistently increase product knowledge.

06/2022 to 11/2023

Director Work Force Management

BPO Arise Virtual Solution – Orlando

Responsible for new transformation plan on vertical launch of a new WFM Platform and Workforce Team

Overseeing all aspects of Client Work Force planning, strategic development, objective setting, business modeling, and client work acquisition

System Integration: Five9, IEX, Ring Central and InContact

Staff Planning for Gig Workforce staffing model

Manage Forecasting plans, staffing, workload balancing

Realtime Oversite Management.

Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.

Enhanced team collaboration through regular communication, goal setting, and performance evaluations.

Worked closely with organizational leadership and board of directors to guide operational strategy.

Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.

Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.

Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.

Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.

Monitored office workflow and administrative processes to keep operations running smoothly.

Monitored and coordinated workflows to optimize resources.

Established departmental performance goals and provided feedback for underperforming areas.

Facilitated cross-functional collaboration for improved decision-making processes within the organization.

Improved project efficiency with strategic planning, resource allocation, and time management practices.

01/2018 to 06/2022

Director Work Force Management & Reporting

BPO 24-7 INTOUCH CALL CENTERS – Orlando, FL

32 years leading the conception and launch of new Command Center and Oversite Processes

Overseeing all aspects of Client Work Force planning, strategic development, objective setting, business modeling, and client work acquisition

System Integration: Genesys, Amazon Connect, IEX, Bright Pattern, Ring Central and InContact

Staff Planning for ten call centers and International Command Center

Manage Forecasting plans, staffing, work load balancing.

Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.

Enhanced team collaboration through regular communication, goal setting, and performance evaluations.

Worked closely with organizational leadership and board of directors to guide operational strategy.

Oversaw operations and provided corrective feedback to achieve daily and long-term goals.

Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.

Managed daily operations while overseeing multiple locations to foster increased productivity.

Optimized staff performance by designing comprehensive training programs tailored to individual needs.

Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.

Leveraged professional networks and industry knowledge to strengthen client relationships.

Evaluated company documentation to verify alignment with regulatory requirements.

Negotiated favorable contracts with vendors for reduced costs and improved service quality.

Spearheaded innovative approaches to resource allocation and strategic planning.

Increased company revenue by streamlining processes and implementing cost-saving measures.

02/2011 to 11/2017

Senior Operations Manager, Workforce Management and Command Center Controls

VERIZON COMMUNICATIONS – Lakeland

Oversaw daily operations for a cross-functional workforce planning team and a resource management team, managing scheduling and workflow for 3,000+ employees across 23 call centers

Vendor, Union and Internal Staffing Relationships

Led the design and approval of staffing requirements for internal and external call centers according to work needs

Strategized to mitigate and resolve operational work tracking exposures, driving improvements in company efficiency

Spearheaded vendor management and relations for 1000+ vendor employees in Lakeland, Denver and Weldon Springs call centers

Directed all aspects of the collections operations team, mobilizing teams to slash overhead costs by 30% while implementing back office efficiencies that resulted in 25 FTE savings

Earned the Call Center Certification, leveraging operations knowledge to maximize call center productivity.

01/2000 to 02/2011

Senior Manager of Credit Review Operations, Fraud Operations, & Systems Support

VERIZON COMMUNICATIONS – Cedar Rapids

Directed daily operations for interdisciplinary team providing strategic direction for company-level fraud detection teams, strategizing to improve internal collaborations to maximize investigative efforts

Developed and standardized new fraud detection tools and systems, a new offline tracking tool, and advanced blocking tools to optimize accuracy and productivity

Oversaw credit verification efforts across two call centers, overseeing all aspects of client services throughout the credit review process, including installations, upgrades, and related company services

Implemented appropriate call center metrics and reporting best practices to drive efficiency within a world-class call center

Designed and launched new automated platforms that slashed call times.

Provided strong leadership to enhance team productivity and morale.

Led cross-functional teams to achieve project milestones and deliver high-quality results.

Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.

Improved team performance by providing comprehensive training and fostering a collaborative work environment.

Reduced costs, optimized resource allocation, and improved efficiency in managing projects.

Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.

Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.

Mentored junior staff members for skill development and career progression within the organization.

Implemented and developed operational standards, policies and procedures.

Achieved operational excellence by streamlining processes and implementing best practices.

Education

01/2016

No Degree: Call Center Forecasting Training

Call Center Forecasting School - Lake Mary, FL

Certificate in Forecasting & Call Center Studies

05/1991

Bachelor of Arts: Public Administration

Upper Iowa University - Fayette, IA

05/1987

Associate of Arts: Criminal Justice

Hawkeye Community College - Waterloo, IA

Police Science Reserve Academy, Reserve Police Officer

Affiliations

Society of Workforce Planning Professionals

Cedar Valley Rotary Society

Elks Club

AAF & AMA Organizations

Patents

Domestic to international Fraud Detection and Process (12 domestic and international patents awarded) – Example: #8442193

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