Customer Service Manager/Director

Résumé

JOSH M. COTTRELL

* ***** ******, ***********, *** York 12302

Email: adb472@r.postjobfree.com; Cell: 518-***-****

SUMMARY:

Experienced Global Leader, Competent, Result-driven and Hardworking skilled professional with a demonstrated history working in the Corporate World, BPO (Business Process Outsourcing), Shared Services, Contact Centers, Customer Service within various consumer and business to business industries pro-actively participating in all aspects of business development and management from operations, and finance to marketing and human resources, account launches, program expansion, process improvement/implementation and turn- around efforts on program performance. Proven track record in guiding sizable, cross-functional teams in design and redesign, enhance operational, organizational and system performance, business solutions, driving greater efficiencies, engagement, revenues and managing large scale operations delivering Services and Operational Excellence . Mentors team members in industry best practices, Lean Six Sigma methods, and customer service, drive regulatory compliance and advance continuous improvement. Held various Executive Roles focused on retaining people through higher levels of engagement, setting up governance to create high performing teams, building stronger relationship with internal and external stakeholder to ensure business growth and sustainability. Looking for a management position in an organization where my leadership and management skills will move the mission of the organization forward, my business skills will better utilize available resources and find new avenues to increase resources, and my passion will make difference in people’s lives.

CAREER HISTORY:

January 2020 to Present

Fidelis Care, Latham, New York

Member Services, Healthcare Customer Service & Support (Call Center) Industry

Build a focused integrated primary health care system; Improve access and reduce inequity; Increase the focus on health promotion and prevention, screening and early intervention; and Improve quality, safety, performance and accountability.

•Responsible for successfully managing large amount of inbound and outbound calls. This will include following communication scripts, handling different topics and acting as a liaison between our company and its customer. In addition, responsible for evaluating all documents to ensure that appropriate information has been obtained for billing purposes.

•Developing the knowledge of customer needs and trends to improve customer satisfaction and loyalty.

•Provide assistance respond to their inquiries, handling members, referral source, and coordinate to administrative and other department inquires; communicating with providers, facility and companies and/or prior authorization request.

•Documents all activities for quality and metrics reporting through the Customer Relationship Management (CRM) tool and application. Ensuring customer satisfaction with issues/concerns related to their health.

November 2014 to December 2017

Fortuna Tykhe DMCC, Dubai, United Arab Emirates

Director of Business Operations, Energy & Oil & Gas Industry

Worked with the president/CEO, member of senior executive management and strategic planning teams. Manages and oversees business operations and support departments for multi-site system offices (local & offshore), operations and organization-wide initiatives. Previous titles include Chief Operations and Public Relations, Manager.

Directed and supervised staff from different departments and provide constructive feedback.

Plan and monitor day to day running of the business from operations management, process, initiatives, policies and setting up goals and objectives and productivity demands and to ensure smooth progress.

Pro-actively participated in all facets of the company and worked closely with other executives in order to sustain growth and stabilize the business.

Developed and implemented business plan and strategy; identified exploited new opportunities and generates growth and brand image through implementing business development system and marketing strategies.

Built and maintained a professional relationship with partners, potential partners, and investors.

Staff performance, training, and scheduling. Establish goals and objectives, establish priorities, conduct performance reviews and assign accountabilities.

Monitored and reviewed company and employees KPI’s; creates weekly and monthly reports.

Developed company’s short term and long term plans, coordination of task execution, following market trends, review financial information and adjust operational budgets to promote probability.

Managed procurement processes and coordinates materials and resources allocation.

Oversee customer support process and organized them to enhance customer/client satisfaction.

Transitioned the company from net loss to a gain position and addressed overspending, inefficiencies, and a lack of robust controls by leading company-wide policy shifts, upskilling divisional leaders, and transforming the culture from one of unchecked spending to one of fiscal restraint.

Boosted market company performance within the growth-critical East Asian markets by replacing the failing one-size-fits-all strategy to one valuing cultural and consumption differences.

Played a critical role in achieving exponential growth targets by developing and leading Projects & Modernization strategy, creating a room to grow and shoring up foundational systems. Enable a more flexible and responsive business model.

Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements.

Ensure that the company runs with legality and conformity to establish regulations.

October 2010 to December 2013

Sutherland Global Services, Taguig City, Philippines.

Consultant (Senior Operations Manager), IT and Software & Customer Service & Support (Call Center) Industry

Led the Board in implementing a variable strategy, which increases productivity, improve employee, customers and clients satisfaction, and spurred greater, faster organization growth, Coordinate, execute and manage sales and operations management.

Improve operational systems, processes, and policies; develop, update, document and maintain operating procedures in accordance with company policies and procedures.

Educated and managed teams to optimize and maximize quality and effectiveness in a fast-paced, high-pressure environment.

Monitored and reviewed company KPI’s, Creates weekly and monthly reports.

Directed and supervised day to day operations. Established and maintained procedures and processes that maximized productivity.

Chaired production meetings, let the team who established priorities, created work schedules, allocated resources to meet objectives.

Assist with strategic planning and operational excellence initiatives, and in developing operating and capital budgets.

Directed staff assignment and allocation; conduct employee performance reviews; ensure staff compliance with standard operating procedures; conduct staff meetings.

Led by example; inspired staff to do their best and provide a clear and fair sense of direction by improving time management, quality standards, and communication within the company to increase efficiency in the workplace.

Provided premium customer service and resolve customer issues and complaints; assist the customer in installing and troubleshooting financial software, multi-user set up and network, maintained company books, archiving business files, and organizing accounting-related information; daily sales and voice of customer reports.

May 2009 – September 2010

24/7 Customer Service Philippines Incorporated, Makati City, Philippines

Operations Account Manager, Customer Service & Support (Call Center) & Telecommunication Industry

Oversee short-and long-range planning functions of operations management and sales, developing goals, objectives, and implementing strategic plans to ensure quality service in accordance with company goal and objectives.

Implement staff goals and objectives; conduct monthly employee evaluations; ensure quota and revenue goals are met or exceeded by each team and the individual employee.

Oversee daily operations of the company section and supervised management teams in setting up goals and objectives to meet business and productivity demands.

Conducted and supervised training session, webinars, and workshops.

Coordinate with other managers in introducing innovative products or services and a new promotional campaign in order to generate awareness.

Developed a productive organizational culture ensuring that the year-around team carried out their responsibilities to the highest standard policies.

Meet goals and levels of production and service required by clients; establish and achieve sales objectives; develop and manage sales campaigns.

Review operational processes and makes a recommendation to account managers, clients and financial intermediaries of current and potential issues and concerns. Provides customer service to a major telecommunications client in the UK, handles escalations from agents; liaise with licensees and other departments.

April 2008 – April 2009

Convergys Corporation, Makati City, Philippines

Senior Team Manager, Customer Service & Support (Call Center) & Automotive Industry

Supervised cross-functional teams to overhaul recruiting and operational process through the integration of company policy and its system application procedures, and upgrade the performance evaluation process by using position-specific criteria aligned with organizational and company goals. Analyze and effectively utilize processes, reports, and data. Coordinates, executes and manages the activities of daily operations and implementing sales strategies to meet or exceed financial targets and other metrics.

Assist supervisors with employee candidate interviews and selection; delegate daily tasks and ensure employee responsibilities are accomplished; develop a plan for each sales representative; address employee concerns and issues.

Worked with colleagues on development, implementation, and maintenance of customer-first culture and maintained the existing account across the company.

Managed client on-boarding processes, ensuring that their expectation and goals were fully met.

Created, implemented and managed operating procedures and processes.

Re-established the existing organizational and policies in order to increase the sale and revenue of the company.

Provided customer service; assist the customer with their emergency needs, sells state of the art technology digital equipment in the United States.

March 2006 – June 2008

Sykes Asia Inc. (servicing agent for Capital One), Makati City, Philippines

Senior Subject Matter Expert/Financial Analyst, Customer Service & Support (Call Center) & Financial Industry

Lead a team and created a master plan to unify the account organization and its employee spanning multiple offices in diverse location. Established pre-emptive measure, including enhanced documentation and reporting, and ensuring policies and procedures were compliant with business account unit and company goals and mandates.

Establish and monitor staff performance; organize shift patterns and staff requirements; monitor calls to improve quality and track performance; coach and motivate staff; take corrective actions during disputes or crises; resolve conflicts among subordinates.

Liaise with supervisors, team members, operatives, and third parties to share information and resolve issues; initiate improvement projects; identify new ideas and delegate idea responsibility; maintain knowledge of industry developments and involvement in networks; establish, analyze and effectively utilize processes, data, reports, and programs.

Represent department in union negotiations, contracts, sales and purchases.

Analyzed competitive performance and industry trends. Proactively shared findings with upper management to drive the business forward.

Generated market research to identify business trends provides business updates and conduct customer feedback in order to discover potential areas of improvement.

Managed and ensured the delivery of training and development programs for the employee was met and advised a training strategy for the organization.

March 2005 – March 2006

Teleperformance Philippines Incorporated, Pasig City, Philippines

Account Manager Team Lead, Customer Service & Support (Call Center) & Telecommunication Industry

Established a record of achievement and advantage through a series of progressive positions, playing a key role in business-critical operations, management, employee programs. Served as a business partner and provided organization business operations and management and retentions strategies.

Developed and fostering a strong business relationship with clients, customers and ensuring consistent business follow-ups.

Worked on the improvement of all customer service processes in order to increase efficiency and customer satisfaction.

Conducted weekly, monthly and annual performance reviews, delivered monthly scorecard with associates for coaching and motivation to drive production and accuracy in efforts to meet and exceed individual and departmental expectations.

Built and strengthen clients and customer relationship using effective communication tool/skills to build complex connected solutions providing a tailored approached to clients resulting in customer service recognized by both clients and business.

Allocated resources; set schedules and determine priorities; represent the department during negotiations of unions, contracts, and sales.

Identified and corrected advisor’s deficient performance and behaviors, achieving maximum productivity.

Researched and analyzed market trends and produced strategic business development processes to increase team efficiency.

Educate and motivate customer service representatives on how to deliver the best customer service; initiate improvement projects; identify new ideas and delegate idea responsibility to others; direct and motivate subordinates; counsel and communicates with subordinates.; take corrective actions during disputes or crises; resolve conflicts among subordinates; adapt to an environment.

SEMINARS, CERTIFICATIONS AND TRAINING:

Six Sigma Yellow Belt Certification – Six Sigma Institute Manila, June 2007.

Six Sigma Green Belt Certification – Global Six Sigma Institute, March 2009.

Call Center Training Program Certification - Contact Center Association of the Philippines, October 2008.

Leadership & Management Training Certification - University of the Philippines, Diliman, July 2008.

ProphIT Training Sale Certification – Sykes Asia Inc., Makati City, Philippines, December 2007.

Pro 3 Sales Seminar Training Certification (Volume 1, 2, 3 and 4) – Sutherland Global Services, Taguig, Philippines, June 2010 and June 2011.

SKILLS AND EXPERIENCE:

•Proficient in MS Word, Excel, and PowerPoint; Internet and e-mail applications with SAP knowledge. Operating System, Spreadsheet, Communication and Collaboration, Accounting Software, Social Media and Data Visualization.

•Strong interpersonal and communication skills. Operations Management and Corporate Development, Strategic Planning, Critical Thinking, and Problem-Solving Skills, Influencing and Leading, Adaptability, Production Operations, Operations Management, Customer Interaction, Program Management, Customer Experience, Customer Retention, Sales.

•Business & Financial Analysis, Budgeting, Budget Development, Business Negotiation, Planning, Organizing, Organizational Development, Organizational Development, Customer Engagement, Vendor Management, Customer Satisfaction, Business Process Outsourcing.

•Sales and Marketing, Business Planning and Development, Delegation, Human Resources, Employee Recruiting, and Retention, Customer Satisfaction, Customer Service Management.

•Customer Relationship Management, Account Development and Management, Contract Negotiating, Public Relations, Customer Service & Call Center Leadership and Management, Reporting Skills, Detailed-oriented, Voice of Customer, Global Client Management.

•Leadership, Conflict Management, Decision-making, Communication Skills, Reporting Skills, Data Processing Skills, Training and Development, Interpersonal Skills, Key Performance Indicators, Cross-functional Team Leadership, People Development, Call Centers.

•Business Process, Executive Management, Performance Metrics, Performance Management, Operational Strategy, People Skills and Management, Strategic Planning, Operational Planning, Change Management, Networking, Forecasting, Customer acquisition, Teamwork and Leadership, Negotiation, Planning, and Organizing, Executive Coaching.

EDUCATION:

Bachelor of Arts Degree, 2005, Journalism Major

Polytechnic University of the Philippines, Manila, Philippines

REFERENCES FURNISHED UPON REQUEST

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