William Mack

Piedmont SC *****

410-***-**** (cell) adue8v@r.postjobfree.com

Over 20 years of experience working in the customer service field with emphasis on developing policies and procedures, training, QA and supervision. Management abilities include communication and utilization of various software applications to input employee bonus statistics and conduct employee performance evaluations. I acquired these skills while working in various industries Ho.

Reporting: Demonstrate strong leadership skills and technical expertise in the development and delivery of reports associated with employee productivity. Safeguard vital information for employee bonus incentives.

Project Management: Collaborate with various departments to create company- wide incentives and bonuses. Strong values placed on time management, assignments, tasks and compliance procedures,

Oral and Written Communications: Present oral and written information sessions to leadership. Provided supplemental information to executive leadership required to render final decisions on operational directions.

Leadership: Highly regarded and respected by superiors, colleagues and team. Expect high performance standards for self and direct report. Possess a high level of oral, written and presentation skills with the ability to communicate with all levels. Successfully completed Harmony Team Training, MTP Training and Management Skills Training, Magic Training,

PROFESSIONAL EXPERIENCE

American Red Cross, Baltimore, MD / August 2019-Present

Apheresis Tele recruitment Supervisor

Responsible for the supervision of assigned service agents including, but not limited to, interviewing/hiring, training, coaching, evaluating and disciplining to ensure a well-qualified team and to enhance operational success.

Ensures team works within FCC call guidelines using dialer system

Project staffing needs and develops strategies to ensure call hours objectives are met.

Initiates defined contingency actions during the call period as required to maximize production.

Responsible for monitoring individual service agent calls, evaluating calls against defined standards of performance, and providing coaching to service agents.

Utilize third-party reviews to provide coaching. Identify and schedule training for service agents according to identified needs.

Utilize systems, reports, ensuring platelet donation goals met for region and division

Implement programs for leading and motivating service agent staff to achieve recruitment organizational objectives and minimize turnover.

Cross Country Home Services, Anderson, SC 2017-2019

Sales/Retention Operations Supervisor

Monitored and coached team of 14 to meet or exceed company KPI's.

Assisted the team with overcoming challenges to meet personal goals through monthly goal-setting sessions.

Reported the status of the team's performance to leadership identifying areas of strengths and opportunities.

Analyzed weekly data to forecast staffing needs.

Conducted refresher training sessions to improve sales closing rates.

Handled customer escalated calls and claims disputes to resolution.

Acton Mobile, Baltimore, MD and Greenville, SC (Company Sold Out) 2015-2016

Account Coordinator

Responsible for handling all aspects of coordinating deliveries and pickups for new construction sites. Relocated to South Carolina to start-up a new construction site.

BGE, Inc. Baltimore, MD 2014-2015

Contact Center Supervisor (Contractor)

Managed a team of 19 reps providing weekly coaching sessions.

Reviewed applications and interviewed new prospects.

Created productivity metrics to identify inbound/outbound calls and smart meter installs as well as standards for metrics.

Monitored calls for quality assurance (QA) to ensure regulations and policies were met.

Monitored CSR schedule observance utilizing the Avaya phone system as well as service levels.

Medifast, Inc. Owing Mills, MD 2008-2014

Contact Center Supervisor

Motivated a 12 member customer service team toward improved service excellence.

Coached, counseled and developed effective and efficient Customer Support Representatives (CSRs).

Ensure CSRs followed company policies and guidelines.

Reviewed performance with CSRs on a regular basis.

Executed quality assurance (QA) through call monitoring and audits.

Monitored CSR schedule observance utilizing the telephone reporting system.

Developed and reported CSR commission to the management team.

BGE Home, White Marsh, MD 2007-2008

Team Lead (Contractor)

Promoted sale of BGE Home HVAC products and plans.

Resolved escalated customer service issue calls.

Developed QA Monitoring standards and forms for the call center.

Dispatched service techs ensuring timely response times.

Comcast, White Marsh, MD 2000-2007

Sales/Retention Call Center Supervisor

Coordinated and conducted new product training.

Provided weekly coaching sessions for a 12- member team.

Researched and prepared a weekly report on customer attrition.

Motivated and ensured team met call center metrics and goals.

Managed rollout of HD and high-speed internet.

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