Duane J.K. Biala
Call Center Manager
Innovative and highly experienced operations manager with a commitment to enhancing client experiences and driving customer service satisfaction. Engage with senior leaders to encourage customer-centric business approaches and operate in high-volume call center settings to resolve customer disputes. Conduct sales assessments and improve customer support activities to maximize productivity and streamline workplace efficiency. Enhance commercial account management and implement new procedures to slash costs and optimize services. Actively improve existing operational processes to drive bottom line growth. Proven expertise in:
• New Procedure Implementation
• Staff Motivation Encouragement
• Operational Needs Assessment
• Best Practice Establishment
• Employee and Executive Engagement
• Bottom Line Revenue Growth
• Auditing and Quality Assurance
• Staff Leadership and Training
PCRK Group LLC-Massage Envy – Naperville, IL
Call Center Manager - Customer Service, 2019 to 2020 Spearhead comprehensive development of customer service protocols to improve call center effectiveness, inside sales and resolve client disputes. Coordinate customer support activities with attention to appointment scheduling, account management, and member concern resolution. Key Contribution:
Effectively boosted customer satisfaction scores and improved repeat business through quality leadership.
Transformed appointment area to full range Customer Care Team.
Established performance KPI with improve plan to meet company’s growth.
Created call scripting to increase the sales of enhanced product revenue.
Appointment confirmation calls for 14 field sites with upsell offers.
Created quality monitoring and check points to ensure growth exceeded monthly responsibilities.
Assisted remote site with balancing bandwidth and workload to ensure KPI were exceeded. FTD – Downers Grove, IL
Call Center Manager in Customer Care Center, 2016 to 2019 Directed all operational development activities and supervised day-to-day responsibilities for high-volume customer experience center. Sustained consistent commitment to improving client support and aligning performance with regulatory standards, increase inside sales and KPIs. Evaluated team effectiveness and collaborated closely with senior leaders to produce monitoring feedback and drive quality assurance.
Duane J.K. Biala Page 2
Direct resolution of corporate complaints and dissatisfaction surveys.
Successfully conducted auditing activities and boosted inside sales team average order value from $55 to
Remote support for off sites training, sales and product resolutions.
Achieved creation and implementation of high-quality call scripts for inside sales representatives to use in soliciting services and products.
Effectively slashed AHT from 9:05 to 8:25 during peak seasons and boosted sales conversion percentage from 50.3% to 72.5%.
Resolved escalated issues and supervised operations to drive staffing from 30 to 150 FTEs. Perma-Seal Basement Systems – Downers Grove, IL
Inside Sales Manager, 2015 to 2016
Headed and improved team development for extensive sales coalitions. Coordinated all sales and customer service activities to enhance client experience and maximize team productivity. Maintained accountability for six inside sales representatives and nine field service technicians. Instituted innovative recruitment protocols and hired and training staff to achieve performance objectives and enhance aggregate business valuation. Key Contributions:
Earned formal recognition for implementing issue resolution strategies and staff development initiatives including blind call monitoring, side-by-side coaching, and group discussions.
Conducted performance audits and boosted number of appointments per hour per representative from 0.5 to 1.25.
Facilitated growth of weekly appointments from 10 to 27 per field service technician and implemented new source of sales revenue.
Executed new sales strategies to drive average sale per stop from $227 to $574. The Pampered Chef – Addison, IL
Call Center Manager, Solution Center, 2012 to 2014 Maintained responsibility for developing call and sales referral center to deliver referral to over 55K field consultants throughout North America. Trained elite teams of professionals with 5 direct reports and 75 indirect reports. Identified KPIs and optimized brand support initiatives. Key Contributions:
Established daily monitoring procedures within performance activities to improve procedural adherence from 88.7% to 93.4% while reducing headcount by one FTE.
Supported 55,000 remote consultants with customer service and product resolution.
Revolutionized call scripting to reduce duration of average handle time from 10:25 to 8:45 and reducing head count by two full-time employees.
Instituted new CRM system and implemented support strategy to drive satisfaction. Drove quality scores from 89% to 94% through implementation of creative solutions. Duane J.K. Biala Page 3
Operations Manager, Inktel Direct, 2010 to 2012
Operations Manager, Heart Financial Services, 2008 to 2010 Manager, HSBC – Household Finance 1995-2008
EDUCATION AND CERTIFICATION
Software Engineering Studies - University of Illinois at Chicago PEAK Master’s/Bachelor’s Degree - HSBC North America
Technical: MS Office Suite, Avaya, Blue Pumpkin, Vernity, Whisper, LiveVOX, Clarifire, Oracle, CRM