Call Center Contact

BILL CARTER

Pennington, NJ • 609-***-**** • *************@*****.***

TRUSTED DIRECTOR OF CUSTOMER SERVICE/EXPERIENCE

Solution Consultant • Call Center Analyst • Experience Consultant • Head of Customer Experience

Contact Center Leadership • SaaS Product Sales • Key Solution Design • Product Presentations Drove Strategy & Delivery • Achieved Sales Goals • Reduced Customer Churn • Lowered Costs

Above & Beyond Sales Award • Lean Six Sigma Black Belt Certification • Built & Led a QA Team

WORK EXPERIENCE

C2 Education, Princeton, NJ January 2024 - Current

Center Director

●Work directly with prospective and enrolled families in developing and achieving their academic and college admissions goals.

●Manage a team of educators and support personnel to deliver on all goals for both students and the business.

●Oversee center operations to maximize efficiency and profitability.

●Build strong relationships with customers to drive retention through customer referrals.

●Generate leads through strategic partnerships with local schools, community leaders, and local businesses.

●Track progress for students. • Manage direct reports and facility.

●Responsible for hiring and staffing teachers.

●Achieve monthly revenue targets through strategic lead conversion.

Five9; San Ramon, CA May 2019 - Oct 2022

Senior Enterprise Solution Consultant

●Secured $5M+ in ACV for 2022 through playing a key role in closing net new accounts.

●Achieved 65% close rate on deals as a primary Solutions Consultant via partnering with Account Executives to sell the Five9 solution to mid-market and enterprise accounts.

●Delivered 14 consecutive quarters of record sales by serving as key member of the sales team.

●Earned “Above & Beyond” sales award from the CEO by leveraging exceptional performance.

●Drove success via articulating value proposition with presentations, demonstrations, and client partnerships in industry verticals including banking, healthcare, and transportation.

●Increased customer satisfaction through continuing to seek opportunities to deepen client relationships, interacting effectively at all levels of the client organization.

●Supported teams by developing materials in line with specific sales opportunities and serving as the key technical advisor and SME for the Five9 contact center and 3rd-party partner solutions.

●Documented business requirements and communicated the value of solving business problems using cloud technology through performing charismatic demos of the CCaaS product suite.

●Created powerful omnichannel demonstrations by utilizing integrated CRM, CX, UCaaS solutions including Salesforce, Zendesk, ServiceNow, NetSuite, Kustomer, and Sugar.

●Demonstrated cloud contact center solutions via using Performance Dashboard and Gamification powered by Clearview, Google, and other 3rd-party contact center applications.

●Fostered collaborations by partnering with sales engineering and product management teams as needed to deliver proof of concept (POCs/trials) to prospects.

Law School Admission Council; Newtown, PA Oct 2009 - March 2018

Director of Law School Support Services

●Responsible for staff development of the LSSS team that included Relationship Managers, Product Trainers and Technical Support Representatives.

●Increased NPS to an 87% average from 54% in 1st 2 years of tenure through creating and implementing a “Voice of the Customer” initiative to improve quality assurance.

●Optimized a 30-seat call center providing new member onboarding, training and product support for 200+ LSAC member law schools in the US, Canada, Australia and third-party organizations utilizing LSAC’s SaaS admissions products and services.

●Accomplished a 36% decrease in cost per contact by utilizing Lean Six Sigma methodology to identify areas for improvement with products, working with members to redesign online portals.

●Increased employee productivity by 28% via redesigning new-hire training to reduce employee onboarding from 120 days to 90 days, resulting in an additional 15% cost savings.

●Generated user support through providing product technical support, law school electronic application support, product training, and general customer service inquiries.

College Board; New York, NY Dec 2007 - Oct 2009

Director of Customer Service Strategy and Delivery

●Fueled a 13% increase in customer satisfaction through developing and executing a quick-win improvement strategy, leading customer service strategy design and implementation.

●Drove a 15% reduction in call center vendor cost by implementing self-service IVR routing.

●Added value by working with Product teams to improve test registration and score report delivery, resulting in increased test-taker satisfaction, and overseeing contact center vendors.

Vonage; Holmdel, NJ 2004 - 2007

Executive Director, Global Service Delivery Operations Jan 2006 - July 2007

●Responsible for staff development of the GSDO team that included Sales, Technical Support, Retention, Workforce Management and Quality Assurance Representatives.

●Increased customer retention rate from 37% to 56% by working with Vonage B2C Sales and Marketing teams to implement a Sales/Saves culture within Vonage Customer Retention team.

●Propelled $800,000 savings via redesigning sales training and finding areas for improvement.

●Slashed rate from 49% to 8% for overall monthly call center abandonment through redesigning the phone tree and implementing skills-based call routing and leading technology projects.

Manager/Director of Customer Care Nov 2004 - Jan 2006

●Supported 600+ employees by handling operations for a 400-seat contact center, including hiring and training, facilities management, Avaya and Nortel ACD/IVR, and quality assurance.

●Streamlined workflow via managing customer retention, outsourcing call center vendor management, and steering involvement in all call center-related capital expenditure decisions.

●Augmented performance through developing contact center KPIs for management reporting and senior leadership QBR as well as handling escalated customer calls and emails.

●Boosted QA by building a quality assurance team and setting standards for the contact center.

●Drove collaborations through partnering closely with the Human Resources team to establish employee evaluation standards for yearly performance reviews.

Prior Experience: Adelphia Communications, Manager/Director of Call Center Operations, Shippensburg University, Assistant Director of Financial Aid/Asst. Football Coach

Immaculata University, Assistant Director of Financial Aid

EDUCATION

College of Saint Elizabeth, Morristown, NJ

Master of Science, Management, Organizational Change Management

Susquehanna University, Selinsgrove, PA

Bachelor of Science, Business Administration

TECHNOLOGIES, CERTIFICATIONS, & AWARDS

Technologies: UCaaS, CCaaS, Clearview, Kustomer, NetSuite, ServiceNow, Five9 Cloud Contact Center & WFO, Avaya Contact Center, Verint WFO, Inference IVA, ACD, IVA, IVR, Google Dialog Flow, Chat/Chatbot, Salesforce, Zendesk, Sugar, APIs, Teams, Dynamics, Excel, RPA, Oracle

Certifications: Lean Six Sigma Black Belt Certificate, Villanova University, Certified College Counselor, University of California Riverside

Awards: Sales Award (2021), Five9; “Above & Beyond” recognition, Five9

Contact this candidate