Customer Service Manager

GREGORY L. GILROY

***** *. ***** ***., ******* Valley, WA 99216 . 757-***-**** .

*******.******@*****.***

CALL CENTER MANAGEMENT . OPERATIONS MANAGEMENT . TRAINING MANAGEMENT .

LEADERSHIP DEVELOPMENT

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Dynamic, proactive, solutions oriented Call Center Manager, with over ten

years of progressive call center leadership experience for intermediate and

large scale programs. I have demonstrated a solid track record of success

in staff management, increasing program satisfaction, reducing costs, and

performance improvement. Keen understanding of call center key performance

indicators and extensive experience in coordinating operational, training,

and quality improvement projects.

CORE COMPETENCIES

. Strategic Planning & Execution

. Training & Development

. Program Management

. Quality Assurance

. Performance Management

. Project Coordination

QUALIFICATIONS SUMMARY

. 12 years of combined leadership experience in customer service and

sales with a strong understanding of behaviors that drive accelerated

performance

. Extensive experience leading operations teams to achieve aggressive

business targets

. Able to establish and maintain relationships with clients, senior

management, peers and subordinates combined with outstanding diplomacy

that consistently produces win-win results for all stakeholders

. Effective in leading cross functional project teams from program start-

up to production

. Adept at providing leadership training and development that

successfully prepares subordinates for advancement in various

leadership roles

. Strong commitment to excellence in customer care through coaching with

a purpose, performance management and continuous quality improvement

CAREER HIGHLIGHTS

Sykes Enterprises ( Spokane Valley, WA

2011 - Present

MANAGER OF TRAINING AND OPERATIONS

Oversee daily operations of customer care and training departments for

virtual program; exceeded key metrics, quality goals and client objectives.

Served as primary client contact and resolved site level performance

issues; devised plans to promote process improvement, assess the

effectiveness of operational procedures, as well as improve call center

performance.

. Oversee operations in attainment of all company and client objectives

. Implemented employee performance and recognition initiatives which

improved employee morale, increased productivity, and reduced site

absenteeism from 17% to 6.85%

. Championed customer satisfaction, employee development and retention,

performance improvement, team building, and strong client relations.

. Assumed the role of Training Manager with responsibility of reaching

client standards for training through higher graduation rates of

highly qualified agents and the successful completion of continued

education requirements.

. Develop trainers through a better understanding of learning styles,

adult education and presentation techniques

GREGORY L. GILROY

15821 E. Heroy Ave., Spokane Valley, WA 99216 . 757-***-**** .

*******.******@*****.***

CAREER HIGHLIGHTS

(Continuation)

MANAGER OF TRAINING AND QUALITY ASSURANCE

Provide strategic leadership and direction to the training and quality

assurance departments to align with the company vision while supporting

multiple clients and the operational management team. Served as primary

client contact and resolved site level operational issues; assess the

effectiveness of training and quality procedures, as well as improve call

center performance. Function as project leader in the creation of new

training initiatives for new and existing clients. Develop Sales Training

and Financial services training programs.

. Assumed the role of Training and Quality Manager with responsibility

to reaching client standards of training and quality by administering

Service Level Agreements between Quality, Training and Operations

driving performance.

. Implemented new training standards increasing new hire graduation by

20% resulting in budgetary savings of $609,000 per annum.

. Reduced training department consumable supply usage resulting in cost

savings of $45,000 per annum.

. Implemented quality monitoring and feedback standards improving

productivity by 35% and quality scores by 13%.

. Assist with staffing levels for various clients and call volumes.

BT CONFERENCING ( CHESAPEAKE, VA

2006 - 2010

US REGIONAL TRAINING DELIVERY MANAGER

Assume the role of US Regional Training Manager with responsibility of

improving training productivity and development along with reducing the

number of training cancellations. Coordinate learning and training

activities for three lines of business and 300 FTE. Expanded leadership

skills curriculum and fostering professional development of management and

support staff. Organized and facilitated training activities as well as

established learning platforms to fill learning needs as identified through

analysis.

. Improved training productivity by 35%.

. Reduced cancellation of training classes by 90%. Implemented a multi-

skill program enabling trainers to teach a wider range of classes.

. Functioned as Project Manager for training department.

. Established a greater team presence within the company by designing

training team website.

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OPERATIONS MANAGER

Oversaw daily operations of US and UK customer care departments for

multiple sites; exceeded key metrics, quality goals and client objectives.

Served as primary client contact and resolved site level performance

issues; devised plans to promote process improvement, assess the

effectiveness of operational procedures, as well as improve call center

performance. Function as project lead in the formation of Offline Services

and Escalations Team.

. Decreased Average Speed of Answer to less than 30 seconds by setting

expectations.

. Decreased ASA by an additional 3 seconds per call by updating software

code that allowed taskbar icons to flash notifying agents of inbound

calls

. Established process for investigating root cause for service failures

resulting in timely resolutions of customer issues.

. Designed Access Database that allowed for accurate tracking of

employee attendance and corrective actions.

. Designed and implemented inbound call tracking system for reporting

purposes. Allowing company to report to clients on our First Call

Resolution statistics. This became a strong selling point for the

sales team.

. Ensure proper staffing levels for call volumes.

GREGORY L. GILROY

15821 E. Heroy Ave., Spokane Valley, WA 99216 . 757-***-**** .

*******.******@*****.***

CAREER HIGHLIGHTS

(Continuation)

Dendrite International ( CHESAPEAKE, VA

2002 - 2006

SUPERVISOR

Responsible for the performance of my team of 15 - 20 customer service/help

desk agents on a technical level as well as a customer service level.

Responsible for improving the success of key performance indicators to

include ASA, Hold Times and First Call Resolution while promoting high

levels of customer satisfaction. Responsible for the training and

development of my customer service/help desk team members.

. Established Subject Matter Expert program to provide a better training

experience for new hires.

. Design report database for clients. This allowed for reporting on

ASA, total cases, open cases, and trends.

. Attended client meetings to provide review of report data.

. Handle escalations and high priority cases regarding policy,

procedure, trouble shooting, and users requiring management

intervention.

. Perform call reviews via the Witness recording system, to ensure

accuracy of provided solutions and customer service levels.

EARLIER EXPERIENCE

Home Emporium, Chesapeake, VA . Retail Department Supervisor . 2004 - 2006

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Science in Business Management . University of Phoenix (2012)

Six Sigma DMAIC Methodology Courses . Achieve Global Trainer Certification

Help Desk 2000 Certified . Dell Premiere Certified .Phlebotomy Trained .

Emergency Medical Technician (EMT)

TECHNICAL SKILLS

Windows OS Systems . Microsoft Office . Clarify Call Center Software .

Adobe Suite

Alliance Remedy Call Center Software . Witness . Kronos Time Keeping System

. Tantacomm . SalesForce . Adobe Connect . Cisco Unified Meeting Place

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