Call Center Director/Manager
Resume:
Gregory J Barsley
Long Beach, CA
E-mail: ****.*******@*****.***
Highlights of Qualifications
• 28 years with AT&T/SBC/Pacific Bell, 18 years in management
• Workforce Management, Call Center Analysis, Design and Administration
• Project Management
• Customer Service and Sales
• Self motivated with a reputation for taking the initiative and seeing the task through to completion
• Excellent communicator, the ability to work across diverse personalities and organizational levels
• Highly organized and professional, extremely dependable in completing projects accurately and timely
• Acknowledged for excellence and high quality service to clients
Professional Work History
2000 – 2008 Area Staff Manager-Project Management At&T Monterey Park CA
Area manger on Vice President’s staff responsible for 13 State Call Center Administration including Planning, Forecasting, Capacity and Analysis reporting. Created and implemented strategies and tactics to standardize both operation and metrics for the organization. Worked daily with regional offices to improve operating efficiencies and controls to handle increased customer call volumes, while driving operational costs down. Worked on initiatives to mechanize manual processes and increase productivity. Established weekly calls with management team to review impacts and results. Performed Operational Reviews in centers to identify areas of improvement and provide proactive solutions for recovery. Project Manager responsible for the deployment, implementation and training of new ACD and Workforce tools in 2008. Researched and developed Attendance strategies and processes for 13-State centers in areas of disciplinary cases and chronic case management. Worked with the IT department to develop a new mechanized network website for regional attendance tracking.
1990 – 2000 Customer Service Manager Pacific Bell Telephone, Torrance/Anaheim CA
Responsible for coaching and developing teams of Service Representatives (15-20) in Customer Service and Sales. Daily monitoring for productivity and sales results, coaching for performance improvement plans. Teamed with staff to implement strategies to increase revenue generation/retention while supporting campaigns and promotions. Responsible for Service Representative training, validations and compliance in Quality Assurance and mandatory training. Daily management of payroll and attendance administration.
Education
Bachelors Degree – Liberal Arts – Long Beach State University
AA Degree – El Camino College
References available on request
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