Call Center Customer Service
Resume:
Rich Plummer
Director of Operations
Greenville, SC 29609
*********@*****.***
Authorized to work in the US for any employer
Work Experience
Director of Operations
Anyone Home Inc - Greenville, SC
June 2019 to Present
Manage 250 seat call center
• Responsible for professional development of 8 supervisors and team leads
• Responsible for all forecasting and budgeting for all programs
• Achieved 91.6% Customer Satisfaction
• Responsible for all hiring and recruiting for the site
• Assume the lead role in in matters of support center performance reporting, billing, systems
• Developed and launched successful help desk
• Met and exceeded all deliverables and KPI’s during tenure thus far with the company
• Responsible for all vendor relationships and ensuring KPI’s and budget are achieved Contact Center Manager
Mason Companies, Inc. - Marshfield, WI
August 2015 to June 2019
Manage 250 seat call center
• Responsible for professional development of 2 Operations Managers and 4 TL
• Responsible for all forecasting and budgeting for all programs Achieved improvements in overall customer
satisfaction by 11%; Achieved improvement in sales revenue by 17%
• Responsible for all hiring and recruiting for the site
• Assume the lead role in in matters of support center performance reporting, billing, systems, staffing, product development and complaints
• Met and exceeded all deliverables and KPI’s during tenure thus far with the company
• Responsible for all vendor relationships and ensuring KPI’s and budget are achieved Site Director
Nexxlinx
July 2014 to March 2015
Feb. 2014-April
• Manage 350 seat call center; 300 IB seats and 50 OB seats
• Responsible for professional development of 2 Operations Managers and 15 Team Managers
• Attrition improved by 4% monthly and absenteeism was reduced from 13.5% to 6.5 %
• Responsible for all forecasting and budgeting for all programs. Improved overall BTP by 11% resulting in 25k to GP margin
• Achieved improvements in overall Customer satisfaction by 13%; Achieved improvement in sales revenue by 17%
• Responsible for all hiring and recruiting for the site
• Assume the lead role in client communications in matters of support center performance reporting, billing, systems, staffing, product development and complaints
• Met and exceeded Client expectations, deliverables, and Key Performance Indicators subject to contractual agreements during tenure thus far with the company. Senior Operations Manager
SITEL
October 2012 to January 2014
Manage multiple accounts in a 500 seat call center
• Responsible for professional development of 4 Operations managers and 20 Team Managers
• Responsible for all forecasting and budgeting for all programs. Improved overall gross margin by 10%, resulting in a 200k increase in revenue
• Achieved KPI improvements in overall Customer satisfaction by 13% Achieved KPI improvement in sales by 17%
• Manage account key performance measures ensuring necessary leading and lagging indicators are in place
• Assume the lead role in client communications in matters of support center performance reporting, billing, systems, staffing, product development and complaints
• Proactively ascertain potential future business growth/decline and pertinent resource needs through analysis of statistical/historical trends, client communication and industry awareness Senior Account Manager-Global Operations
SYKES
June 2010 to August 2012
Manage defined support services including planning, development, implementation and maintenance for the accounts through management of the account to the Team Manager level across all sites supporting the account. Includes virtual management of Client Services Managers assigned to the account in all sites supporting the account.
• Manage account key performance measures ensuring necessary leading and lagging indicators are in place
• Manage customer line(s) of business across multiple sites and geographies. Currently responsible for 1000 FTE across three sites
• Work with site managers to establish succession plans in centers where account is located
• Meet or exceed account objectives for revenue and gross profit
• Develop and maintain client rapport and complete satisfaction with contract and customer service
• Interrelate with training departments to ensure that training content is appropriate for the account to include after-training behaviors and areas of skills and knowledge
• Develop, grow and maintain employee experience, capability, and morale and job satisfaction
• Define measurement systems to monitor and report performance metrics and client satisfaction to the client, the company and our employees
• Assume the lead role in client communications in matters of support center performance reporting, billing, systems, staffing, product development and complaints
• Provide accurate, timely and professional written, statistical and verbal reports to management for historical, current status and forecasting purposes (including but not limited to: budgets, pricing, revenue, staffing, training, seating, etc.)
• Proactively ascertain potential future business growth/decline and pertinent resource needs through analysis of statistical/historical trends, client communication and industry awareness
• Responsible for the supervision of new employee selection, selection process, performance reviews and employee retention efforts at the Account Manager and Team Manager level Account Manager-Sumter SC
• Manage defined support services including planning, development, implementation, and maintenance for one or more LOB
• Facilitated effective and appropriate communications between account management team and support services staff within the call center
• Maintained client rapport and ensure client satisfaction as measured by end user satisfaction, client surveys, and other client feedback
• Analyzed individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans
• Develop, grow, and maintain employee experience, capability, morale, and job satisfaction
• Responsible for professional development of 18 Supervisors and 300 agents
• Maintained a high level of understanding with regard to the client and their industry
• Communicated regularly with upper management regarding performance and areas that are out of compliance with contractual agreements
• Defined measurement systems to accurately monitor and report performance metrics and client satisfaction to the client, the company, and our employees
• Assured that contract documentation and information is up to date and files are maintained
• Created a team atmosphere in the Center
• Exceeded goals in absenteeism and attrition in first six months of operation. Absenteeism 2.41%, Attrition 37.6%annualized
Operations Manager
STARTEK - Jonesboro, AR
August 2009 to June 2010
Responsible for operational and financial reporting
• Communicate goals, objectives
• Responsible for professional development of 14 Supervisors and 300 agents
• Developed attrition incentive and implemented program that dropped attrition from 200% annualized to 130%
• Developed availability program that resulted in a 6% increase in availability
• Launched and manage @home program of three supervisors and 50 agents
• Worked closely with client and in house SMEs to develop new, consistent call handling processes and procedures. Work closely with center staff to identify problem areas and devise solutions for handling
• Designed/implemented processes to share/document data between internal departments
• Assessed existing management staff and re-positioned/ replaced key positions as needed and developed strong leadership team within center
• Initiated 'Learning Lab' model where call center agents stayed in quasi training environment upon arriving into production floor - resulting in increased retention, increased skill and knowledge levels, and higher customer satisfaction and performance results
• Overall customer satisfaction increased 20 points from Year 1 to Year 2 in center (from 60% to 80%) and maintained at exceeding levels throughout program tenure Program Manager
ACCENT MARKETING SERVICES, INC - Farmington, MO
December 2004 to July 2009
Leadership along with personal and professional development of up to 12 Assistant Program Managers, 4 Program Managers and 240 agents
• Responsible for operational and financial reporting
• Implement and approve changes to the program
• Communicate goals, objectives
• Maintain excellent client relations
• Provide consistent atmosphere to facilitate effective floor support
• Point of Contact in General Manager's absence
• Nominated on four different occasions for the Genuine Leadership Award; Received Genuine Leadership Award 4th quarter 2008
Assistant Program Manager- Farmington, MO
• Led and developed a team of twenty agents.
• Responsible for operational, payroll and system reports
• Set and communicated goals, objectives and accountabilities to my team Awards
Geniune Leadership
February 2008
Additional Information
I have fifteen years leadership experience with an in-bound call centers, servicing Telecommunication and Financial clients. Ten years of management and leadership in sales and care operations. Experience also includes sales management in the insurance and retail environments. Strengths
• Ability to assume leadership and turn-around crisis situations and underperforming organizations
• Ability to adapt to changing business requirements, market conditions, and customer expectations
• Building/developing highly productive, focused teams
• Developing recognition / rewards programs for key contributors
• Developing/sharing best practices to increase effectiveness, productivity, and customer satisfaction
• Problem solving and root cause analysis
• Specialties: Integrity/ Accountability / Leads by Example / Sales / Sales Management / Strategic Planner / Customer Service Excellence / Training Expertise /
• Root Cause Analysis / Performance Driven Team-building Skills / Action Planning
• Financial Oversight / Collaborative Team Player
• Critical Thinking / Operational Intelligence
• Behavioral Interviewing / Time Management
• Excellent Communicator / Process Analysis / Builds Client Relations / IEX/Scheduling Software
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