614-***-****

adt06w@r.postjobfree.com

Passionate Manager leader, seeking to increase profitability, employee engagement, while utilizing my interpersonal skills.

Skills

Motivational Deployment & Execution

Analytical Innovation

Time Management Strategic

Experience

Gardner Inc. / Director of Customer Care

2000 to 2022

Managed the Customer Care division for Columbus, Boston and Jacksonville call centers

Established internal growth and development for customer care ranging from CSR’s to Department Managers

Managed Department and Quality Assurance managers across the enterprise

Managed WFM to ensure we had adequate staffing across the enterprise daily and monthly

Devise ways to optimize procedures that employees are expected to follow during and between calls

Prepared monthly and annual status reports to CEO and OEM partners

Increased productivity of managers and representatives alike for accountable and recognize/reward on KPI’s

Helped create and maintain a positive department culture through the participation in, and creation of company culture initiatives

Assist in developing and implementing future contact center vision and strategy

Created flow process for all divisions with hiring and retention of employees

Discover Financial Services / Area Manager

2013 to 2018

Successfully managed 120 Customer Service agents in achieving Company expectations and goals.

Conducted workforce planning to successfully execute adequate staffing levels to ensure customer satisfaction.

Achieved over 42 million dollars in Credit sales.

Created Talent Advocate Gateway to help career enrichment opportunities, which decreased turnover by 18%.

Successfully aggregated and monitored call center reporting analytics to keep track of employee and operational productivity and performance.

Strong deployment of Speech Analytics to CSE.

Flourished innovative ideas to help reduce compliance and regulatory defects.

Conducted Presentation to VIP’s and CEO of benefit trends and Spending.

Mentored and developed Supervisor’s for next level Management

Discover Financial Services / Team Leader

2011 to 2013

Successfully created a positive and engaged working environment for 20 customer service agents.

Built trust by leading by example with how to handle certain call types.

Successfully developed and trained agents to achieve company goals and objectives.

Monitored calls for quality and provided positive and constructive feedback to agent’s growth.

Developed skill sets that helped agents get promoted to high roles within Discover.

Collaborated with other TL’s and shared best practices.

Alliance Data Systems / Sales Supervisor

2004 to 2011

Thrived in creating infant stages of Training for sales and deploying those methods to all of customer service agents.

Flourished with sales revenues over $24.5 Million dollars.

Created culture and the conversion of department from Service into Service and sales.

Successfully conducted team and department contest to reach desired sales results.

Mentored associates to reach and achieve personal and professional development.

Administered action plans towards associates that did not hit department standards for attendance and adherence.

Tracked and monitored compliance for department for regulatory guidelines.

Successfully monitored sales calls to reach and exceed department’s goals and objectives.

Verizon Communications / Sales Supervisor & Coordinator

1999 to 2004

Successfully achieved in developing over 30 sales associates to achieve over $6 million in sales.

Evaluated, observed, and provided feedback to sales representatives during sales calls.

Created very strong global contest to help enterprise reach monthly sales goals.

Communicated all sales results to Director and HQ monthly.

Successfully Analyzed and forecasted product sales for all departments.

Education

ST. Mary’s / Bachelor of Science in Nutrition

1992 to 1994

College of the Desert / General Education

1990 to 1992

Verizon Net Learn

1999 to 2004

56 accredited Business Management courses completed.

Awards

Discover Financial Services

President Plate Award Nominee.

Successfully completed the TLDP Program.

Triple Crown Winner (2011) May, June, August, September, and October.

Alliance Data Systems

Star Award Winner (2004-2008) 2010.

Verizon Communications

2004 National Award for highest team revenue in Enterprise.

2004 Highest DSL sales in Verizon.

2003 Verizon Excellence Award Nominee.

2002 Highest DSL sales in Verizon.

References Russ Hindel Director Discover Financial Services

740-***-**** adt06w@r.postjobfree.com 9yrs.

Jeff Castellanos Business Owner

469-***-**** adt06w@r.postjobfree.com 15yrs.

Jeff Willet Manager Colcom 30yrs.

619-***-****

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