Call Center Customer Service

FRED COHENS

CALL CENTER OPERATIONS CUSTOMER SERVICE PERFORMANCE MANAGEMENT PROCESS IMPROVEMENT

Clarksville, TN 931-***-**** *************@*****.*** www.linkedin.com/in/fredcohenscontactcenterpro

PROFILE

Accomplished Call Center Director and customer-centric growth strategist with proven 20-year track record driving high-performance operations, optimizing customer experience, and maximizing profitability for Fortune 500 enterprises.

Consistently Deliver Added Value by capitalizing on breadth of background, spanning both back office and front-line operations. Expertise in performance management, contract administration, cross-functional collaboration, and staff leadership.

Proactive Problem Solver Committed to Continuous Improvement; lead multi-channel 24/7 centers, streamlining operations and increasing productivity and efficiency. Bilingual communicator with excellent negotiation and stakeholder engagement skills.

Multiple Career Wins include achievement driving growth, revenue, and visibility through the design of high-impact strategies.

CORE COMPETENCIES

Bilingual English Spanish Project Program Development Risk Cost Assessment

Profit & Loss Management Cross-functional Leadership Collaboration Call Center Supervision

Regulatory Compliance Standards Key Performance Indicators (KPIs) Improvement Strategic Planning Analysis

PROFESSIONAL OVERVIEW

Manager United HEALTHCARE, FRANLIN, TN 2019 – present

Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers.

Identifies and resolves operational problems using defined processes, expertise and judgment.

Investigate enrollment, billing, claim and/or customer service issues as identified and communicate resolution.

Provide feedback to team members regarding improvement opportunities.

Provides expertise and customer service support to members, clients, business partners, and/or providers.

Responsible for the overall delivery of benefits and services by providing support and guidance to existing and potential customers to ensure continued membership.

Director XEROX CORPORATION/ CONDUENT HR SERVICES, NASHVILLE, TN 2015 - 2019

Continuously achieve service targets through expert oversight of contact center operations in a technical support environment, including KPIs and client relations.

Orchestrate consistent, high-performance operations in a standardized format as COPC certified coordinator, successfully assessing, improving, and verifying center processes and measurements.

Optimize functions by developing and implementing standard operating procedures (SOPs) for business unit operations.

Drive team task completion and goal achievement through effective delegation, prioritization, and supervision, encompassing quality, adherence, service-level agreement, average handle time, and customer satisfaction.

Maintain tight alignment between contact center operations and operational consistency and corporate compliance.

Ensure efficient, cost-effective solutions within the business unit by assessing workflows and executing process improvements.

Maximize customer satisfaction and loyalty by promptly addressing client concerns and delivering long-term solutions.

Select Highlights

Integral contributor to driving site production relocation within 60 days.

Generated growth by establishing a new line of business, launching a business program, and delivering best-in-class service.

Minimized annual absenteeism ~52.8% through effective staff performance supervision and management.

Program Director, Projects and Tasks GENERAL DYNAMICS INFORMATION TECHNOLOGY, ALEXANDRIA, VA 2009 - 2015

Facilitated optimal service quality levels as primary customer contact for program activities, successfully conducting program review sessions with customers to discuss cost, schedule, and technical performance.

Orchestrated multi-channel federal government contact center operations while cross-functionally collaborating and coordinating with various departments in product development and customer relations.

Administered work statements and specifications, operating budgets and financial terms, and request for proposal (RFP).

Select Highlights

Spearheaded a contract value of $25M for a government agency in Washington, DC.

Enhanced KPIs and secured a performance rating of superior (a 43% increase) by negotiating contracts and reducing metrics.

Achieved an exceptional rating from a federal agency regarding both quality and cost control standards.

Reduced call handle time ~23 seconds FY2013 by creating and implementing an AHT action plan.

Improved TPH ~15% by conducting audits, identifying market trends, and streamlining system and process procedures.

Enhanced the eCARF process, generating company growth and increased efficiencies, including an additional ~$250K from FY2014; reduction in the agency’s +50% error-rate; high-quality standards maintenance; and task reduction.

Led a 20% role to a 35% role for project execution, including state and federal GovWin RFIs, while delivering onsite presentations to government officers and senior executives, resulting in approval for a pilot initiative and a contract win.

Secured a 40% reduction in contractual service level agreements (SLAs) through successful negotiation; streamlined redundant metrics in line with industry standards, acquired $300K in savings in two years, and improved CSAT scores 2% annually.

Integral in helping launch three 500-seat contact centers with $15M revenues while formulating SOPs for the contact center’s Training Department and tracking a long-term budget to sustain steady-state.

Director of Call Center Operations STARTEK USA, INC., ALEXANDRIA, VA 2007 - 2009

Generated the best internal customer satisfaction results in the region for Q1 and Q3 2008.

Facilitated a leadership development program to establish site regional and national overall customer satisfaction scores which ranked in the TOP 5 in YTD avg. of all partnered sites.

Launched a CRM tool for sales lead tracking in partnership with senior management.

Select Highlights

Honored with the Star Award for Best Site Performance in recognition for increasing profitability and customer satisfaction.

Captured 30% TPH improvement for order processing and an error-rate reduction by directing online/offline group improvements.

Successfully oversaw multiple lines of business, securing increased revenue of $265K.

Improved transitional experience and decreased pre-production attrition 41% by establishing leadership and new hire onboarding.

Recognized as a key growth driver, securing $14.25M annual revenue enhancement; site’s product mix of handle minutes and billable hour-rate program increase; site’s throughput by 23.5% in Q1 & Q2 (77% highest in sites history); 24.7% gross margins performance in Q2 & Q3; and 37% site production attrition reduction in Q1 & Q2.

Boosted site external quality satisfaction scores from 2.25 to a 3.85 in Q1 & Q3 2008.

Previous Roles: Manager of Regional Retention, Sprint Customer Service Operations Manager Verizon Wireless

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Science in Business Administration, Major: Accounting, Minor: Economics, University of Arkansas at Pine Bluff

Certifications: COPC Certification Zig Ziegler Leadership Certification Zenger Miller Leadership Certification Health Insurance Portability and Accountability Act (HIPPA) Certification

Training: Incoming Call Center Management & Centered Leadership Lean Six Sigma Yellow Belt Diversity BCC Professional Writing Base on Estimates (BOE) SCA Introduction Government Accounting Principles & Financial Accounting & Reporting (FAR)

Technical Skills: MS Office (SharePoint, Project, Visio, Word, Excel, PowerPoint, Access) Predictive Dialer TCS IEX AVAYA Ability to consistently meet or exceed department standards.

Ability to thrive in a team environment.

Accountable and willing to take ownership.

Ability to maintain excellent attendance and timeliness to guarantee appropriate customer service levels.

Strong focus on customer satisfaction.

Understanding of the importance of active listening skills and the ability to utilize these skills to properly service customers.

Ability to manage multiple priorities.

Strong oral communications skills.

Ability to handle stressful

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