DAVE SENIW add4tg@r.postjobfree.com 312-***-**** Chicago

Manager Global Contact Centers Customer Service Order Management (Virtual – Remote - Vendor)

** ***** - ******* *********, ****** head count / costs utilizing Lean Six Sigma & WFM principles

Analyze metrics determining opportunities & improvements effectively managing change

Improve Service Levels (SL) utilizing KPI data via consistent monthly feedback

Measure Quality & Calibration of voice, chat, email, and cases providing uniform superior service

Quickly build rapport with team and stakeholders making unpopular decisions when necessary

Celebrate Team & Individual achievement as well as lead action plans to maintain & exceed deliverables

Routinely identified, coached, mentored reports to internal promotions

Highest Volume Roles:

Screen, train, develop multi-shift 70-person staff into a cohesive and effective team

Average daily contact; 1500 voice / 500 email / 300 chat / 2000 cases

Average daily lines keyed; 400 - additional orders fulfilled via; BOT, EDI, & customer portals

Increased productivity; Average daily calls per CSR from 35 to 100 under 3 months

Experience with following applications:

*SAP *EDI *UiPath BOT *J.D. Edwards *Avaya *Intuit Quickbase *Siemens HiPath *Verint *BoldChat *KRONOS *ServiceNow *Oracle *Smart Client *MS Outlook / Excel / Word *Google Drive / Sheets

EXPERIENCE:

Manager Customer Service Contact Centers Order Management (NA/LA) 2019 to Present

Motorola Solutions Inc. (MSI), Chicago

Manager Customer Care Contact Center Order Management (NA) 2016 – 2018

BWAY Corporation, Chicago

Operations Manager (Chicago Region) 2014 – 2016

American Traffic Solutions, Mesa, AZ.

Manager Contact Center Customer Service 2012 – 2014

American Medical Association, Chicago, IL

Robert Bosch LLC. 2002 - 2012

Senior Supervisor Contact Center Customer Service Order Management (NA) 2009 – 2012

Robert Bosch Automotive Aftermarket, Broadview, IL

Supervisor Contact Center Customer Service Order Management (NA) 2002 – 2009

Robert Bosch Tool Corporation, Mt. Prospect, IL

EDUCATION:

B.S. Degree, Business Management - Concentration in Organizational Behavior

University of Illinois at Chicago

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