Dynamic and dependable professional with excellent track record of providing exceptional service to both organizations and customers while driving dynamic teams to achieve aggressive stretch goals. Lead from the front and understand the importance of relationship building, accountability, and generating high levels of revenue for companies. Diverse background includes staff and project management in customer service, sales and technical support environments, high profile analysis, compliance process development and reporting, and superior direct customer contact. Strong ability to multi-task, prioritize, organize, train, and collaborate with the Workforce Management Team. o Thrive in stepping into roles and quickly making positive changes to drive company success. o Focus on training, monitoring, and morale-building techniques to maximize employee engagement and performance. CALL CENTER MANAGER (REMOTE): Plexos Group, Inc. 02/2021 – 01/2023 Coached leadership and Management Teams on best practices to drive performance and increase employee engagement. Crafted effective methodologies to track customer assignments, record customer contact, and report the progress of work operations. Analyzed statistical performance and quality by tracking call volumes, measuring work quality and output, shifting resources as necessary, identifying issues, forecasting, and requesting schedule changes or additional staffing.

• Managed, developed and mentored 43 call center employees, including two supervisors.

• Increased call center capacity by 54% and reduced attrition rate to 15% through targeted recruiting efforts and improved onboarding processes.

• Monitored calls to improve quality and minimize errors lowering call center's overall AHT by 1 minute.

• Consistently exceeded client's monthly performance targets for speed, efficiency, AHT, and quality of the call center, through weekly monitoring.

• Achieved highest team score for client satisfaction and lowest hold time for 4 consecutive quarters.

PRIVATE CAREGIVER; Private Residence 09/2019 – 01/2021 Served as full time caregiver for immediate family member. Administered medications as prescribed three times daily.

• Followed care plans and directions to administer medications.

• Looked after eating habits and arranged for diet/menu as prescribed by the doctors. CUSTOMER SERVICE, SUPERVISOR: Charter Communications Inc. 03/2007 – 08/2019 Secured top talent by leading sourcing, interviewing, and hiring of well-qualified professionals. Established and enforced clear goals to maintain a cohesive team structure while steering employees to work effectively and collaboratively. Communicated with customers via phone, email and educated them on the organization's products and sales. Provided direct supervision and technical assistance to the customer service team to attain departmental/organizational goals.

• Guided and motivated 18 agents to achieve operational goals through exceptional communication, comprehensive training, and professional development resulting in a consistent accuracy of 96%.

• Increased customer satisfaction 92% by equipping agents with practical skills and problem-solving techniques while ensuring prompt response to customer calls and swift resolution to complaints.

• Achieved company goals for 9 consecutive months and consistently meets overall call center metrics.

• Created departmental incentives and team-building events to boost morale reducing absenteeism by under 10%.

E X P E R T I S E

BACHELOR OF SCIENCE

University of Central Florida

Situational Leadership Training

NICE CXOne Training

Developing Leadership

Effectiveness Training

E D U C A T I O N &

T R A I N I N G

P R O F E S S I O N A L E X P E R I E N C E

GARY ROBERTS

6

407-***-**** • adwcfr@r.postjobfree.com

Avaya

Aspect WFM

RTA

Zendesk

NICE

MS Office

Google Suite

Salesforce

Customer Service

Sales

Quality Assurance

Client Relations

Project Management

Data Analysis

Effective Communication

Held Desk

Training and Development

Telecommunication

Technical Support

S O F T W A R E

Breast Cancer Awareness Walk

American Red Cross: Hurricane Ian

Disaster Relief

V O L U N T E E R

W O R K

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