Project Management Contact Center
Resume:
Contact
***********@*****.*** The Colony, Texas
Larry-cummings
Competencies
A seasoned professional with 16 years of experience in customer implementation and support, adept at building products and identifying business opportunities. Excel in leading teams to enhance system integration and customer satisfaction. Expertise in fostering strong client relationships and driving operational success.
Mult-tasker
Team leader
Communicator
Forward looking
Problem solving
Strategic thinker
Customer Experience
Continuous Process Improvement
Organization & Project Management
Effective Coaching & Mentoring
Leadership
Change Management
Team builder
Certification/License
Lean Six Sigma Green Belt
AmerisourceBergen 2023
General Lines Property and Casualty license #3255896
Goosehead 2024
Education
BA, Business Administra5on Project Management
DeVry University 2003 – 2007
Work Values
Cultural
Growth
Longevity
Atmosphere
Goosehead Insurance Agency, Westlake, Texas 2024 –
Service Manager- Contact Center
Lead and mentor a team of 20+ Lead License agents
Developed Lead agents to cultivate and nurture strong internal leadership hiring
Collaborate effectively with cross- functional teams to address complex client needs and enhance overall client experience
Develop and implement a 6 month Leadership development plan
Monitor team performances metrics and KPIS t drive continuous improvement d operational efficiency
Defusing 15+ escalated calls per day and if necessary open task for appropriate department to resolve problem
Monitoring the queues to verify calls on hold meet the less than 2-minute standard
Reviewing key performance indicators (KPI) and champion team improvements through training
Cencora, Carrollton, Texas 2012-2023
Senior Director
Real Page 2011-2012
Implementation Manager
DCAS Software Solutions 2007-2011
Contact Center Manager
LARRY CUMMINGS
DATA STRATEGY & CUSTOMER SUCCESS
PROFILE
EXPERTISE
RECENT WORK EXPERIENCE
98% employee reten8on, out of those 65% received a promotion
Reduced the implementation for new clients by 30%
Helped launch Muli Factor Authentication for over 55K clients
HIGHLIGHTS
Contact this candidate