Call Center Management Operations Director

BRIAN COVEY

Dallas, Texas M 214-***-**** adioe0@r.postjobfree.com www.linkedin.com/in/brian-a-covey

Call Center Management Operations Director

Contact Center leader with 13 years of experience in every level of successful Call Center operations.

Team Management

Customer Experience

Quality Assurance

Training

Coaching

KPI Analysis

Program Development

Project Management

Expertise in MS Office Products

Avaya

NICE Perform

Interactive Intelligence I3

PROFESSIONAL EXPERIENCE

Signet Jewelers, Irving, Texas 2017 to 2020

World’s leading retailer of diamond jewelry focusing on mid-market sales and event celebration.

Learning & Performance Improvement Specialist September 2018 to August 2020

Developed new hire training program for Signet Contact Center. Single point of contact for training of work at home new hires in Dallas area while multi-tasking to make revisions for the ever-changing contact center environment.

Manager Guest Resolutions Back Office April 2018 to August 2018

Lead for two teams of consultants focused on delivering resolutions to customer concerns with high levels of visibility and company impact including Social Media, Executive Correspondence, BBB, etc.

Managed the teams’ workflows using personally crafted excel reports to ensure cases were being appropriately worked and resolved while continuing to perform Customer Experience duties (below).

Managed process of closing or transferring cases Ohio office that would be taking over after Dallas office closure.

Performed LP Audit and Reconcile for manual gift card process that previously had insufficient oversight, resulting in personal accountability for hundreds of thousands of dollars of active gift cards.

Customer Experience Assurance Manager October 2017 to August 2018

Lead Contact Center Quality Assurance and Training Teams responsible for execution of the Signet Contact Center QA Plans and VOC Analysis; overseeing the development of training plans to ensure exemplary customer experiences.

Familiarized new QA team members with program and lead calibration meetings with members of leadership.

Managed the design of new Training Program focused on providing consistent experience to all associates.

Oversaw CE/QA aspects of launch and ongoing partnership of outsourcer contact center in Mexico City, including the eventual closure due to the closing of the Dallas Contact Center.

Senior QA Analyst April 2017 to October 2017

Evaluated interactions across all channels and lines of business. Interactions could be customer facing, store facing, or within the contact center.

Plan and Launch QA Program with focus on customer experience rather than execution of expected activities.

Provided training assistance to ensure new hire training program had appropriate focus on customer experience.

Neiman Marcus Direct, Irving, Texas 2013 to 2017

Online division of Luxury Department store with 100+ years of history in Dallas area.

Customer Experience (CE) Team Lead March 2014 to April 2017

Provided administrative and leadership support to the CE team while maintaining the regular duties of the CE Specialist role.

Create New QA Reporting Documents to summarize performance of team members at team, department, and contact center level. Provided leadership with information to strategize group coaching and development.

Launched Supervisor Calibration Process providing front-line leaders with basic understanding of CE processes.

Developed CE Business Partner Program to give front-line leaders primary points of contact on the CE team.

Customer Experience Specialist April 2013 to March 2014

Part of leadership and associate development responsible for evaluating associate interactions monthly and providing feedback and developmental coaching to associates for continual improvement upon the exceptional service and customer experiences for which Neiman Marcus is known.

Developed of new QA program focusing on qualitative performance of agent rather than quantitative analysis of their actions.

Managed seasonal new hire QA Process providing more contact points and additional feedback to new hires during peak season.

RealPage, Inc., Carrollton, Texas 2007 to 2013

Multi-national software development company supporting property management of various housing industries.

Senior New Hire Trainer May 2011 to January 2013

Served as senior member of the contact center training department fulfilling the role of educator, trainer, assessor, coach, and mentor for new hire agents. Traveled to new Sister Contact Center to provide training for cross functional support.

Quality Assurance/Client Services Specialist March 2010 to May 2011

Provided client relations to Property Management Company business partners of the Centralized Leasing office. Developed positive relationships with client communities and acted as an intermediary between client and contact center.

Developed Property Error Report Log (PERL) that contact center agents could use to report issues with or questions about information available on client properties.

Rewrote 75% of new hire training material to develop additional focus on caller and client satisfaction.

Created Contact Center Continuing Education Program and acted as facilitator for career development classes.

Provided Leadership during inclement freeze event of January 2011; severely impacted contact center for 4 days.

Senior Contact Center Representative September 2008 to March 2010

Continued to perform responsibilities of Contact Center Leasing and Service Representative while providing administrative and leadership support to a team of agents. Monitored agent progress, provided coaching, and created reporting to communicate performance to supervisor and other leaders.

Developed new Reporting Templates to track Key Performance Indicators

Worked in partnership with Team Supervisor to ensure all agents on team were meeting or exceeding expectations

Acted as Temporary Team Supervisor during supervisor extended leave of absence

Contact Center Leasing and Service Representative May 2007 to September 2008

Handled frontline phone intake for the RealPage Centralized Leasing office, processing calls for prospects and residents of client apartment communities across the nation assisting with pre-leasing questions, booking appointments and creating maintenance requests for residents.

EDUCATION

Associates of Liberal Arts, Honors, Tarrant County College, Fort Worth, Texas

Coursework toward Software Engineering Major, University of Texas at Dallas, Dallas, Texas

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