Manager Service
Resume:
Peter Brunette
Belfast ME 04915
Home:207-***-****
Cell : 207-***-****
FairPoint Communications 04/07 – Present
Collections Department Manager
Accomplishments:
Reduced bad debt from 4% to 2% in the course of a calendar year.
Familiar with using Aspect Spectrum ACD 10.1 platform.
Reduced headcount year over year and still able to exceed collection goals.
Improved department in various process one of the major improvements was automating systems.
Developed and implemented a credit policy in which the company uses when setting up new service with customers.
The credit policy also imposed guidelines for existing customer as well.
Responsibilities:
• Manage multiple call centers.
• Responsible for collecting $2.4 billion in accounts receivables on an annual basis.
• Responsible for creating and updating company policies.
• Manage daily dialer activities from strategies and manage call lists.
• Implemented and managed service levels. Increased service level 20% increased call resolution to 75%.
• Manage the efforts of one Manager along with fifteen direct reports.
• Responsible for managing and adhering to all state Public Utilities Commissions regulations.
• Responsible for suspending and disconnecting residential and business phone lines.
• Directly involved in all aspects of hiring and administrating Human Resource policies.
• Key member of bargaining unit for union negotiations.
Customer Sales & Service Manager
Accomplishment:
Developed team members to advance themselves in the company, had 2 people move on to new positions.
Responsibilities:
• Manage fifteen specialists on a daily basis.
• Successfully increased sales volume on call center floor.
• Effectively maintains adequate service levels on call center floor.
• Manage Collection dialer as well as collection specialist.
• Directly responsible for hiring.
• Effectively administer company policies and procedures.
Unicel 11/05 – 04/07
Collections Dialer Supervisor
Accomplishments:
Hired to design and implement an Avaya 3.0 Proactive Contact dialer. Was able to design and architect project under budget and ahead of schedule.
Increased contacts per hour from 12 to 16 an hour, also improved inbound service level from 75% to 90%.
Responsibilities:
• Hired to design and architect the business operational need for corporate wide collections initiative.
• Manage and track inbound call volume on a daily and monthly basis.
• Manage over 100K inbound calls on a monthly basis.
• Place more than 300K outbound calls to past due customers on a monthly basis.
• Responsible for forecasting and predicting inward call volume.
• Responsible for setting up and designating splits and skills for specialists.
• Increased service level over 10% of inbound calls every month.
• Responsible for functional design, testing and implementation of Avaya 3.0 Proactive Contact Supervisor.
• Managed a blended enterprise consisting of both Collections and Retentions Representatives
• Completed Dialer implementation under budget and within executive committee scope of less than four months.
• Supervised forty five direct reports on a daily basis.
• Directly responsible for all hiring decisions.
• Manage staffing needs of call center so that desired service level was achieved.
MBNA- 12/96 11/05
Telesales Strategic Operations
Accomplishments:
Adhered to FTC & FCC compliance managed dialer campaigns to a 3% abandon rate.
Responsibilities:
• Developed strategy for 15 outbound centers telemarketing centers including 250 of seats and the 5 concurrent lists at any given time.
• Managed upwards of 20 to 35 direct reports on monthly basis.
• Instrumental in rolling out new Avaya Dialer in Fall of 2004, was the first individual have centers utilize it for calling.
• Responsible for hiring and educating new employees.
• Directly responsible for 105 % increase in new member account acquisitions.
• Responsible for managing over $12m on a monthly basis through balance transfer and ACH transactions.
• Managed Avaya 11.0 & 12.0 Predictive Dialers for MBNA.
• Responsible for one hundred thousand hours a month for telemarketing outbound calling.
Education
• University of Maine Orono, ME
• Rutgers University New Brunswick, NJ
• Fairhaven High School Fairhaven, MA
Contact this candidate