Manager Customer Service
Resume:
BILL HILL
Irving, TX *****
*********@*****.***
Vice President, Global Customer Care
Career Highlights
* Redefined processes and organizational structure for Fraud Investigation team of 85 agents – reduced average case turn-around-time from over 30 days to 24 hours in four months while maintaining less than 2% agent turnover rate and increasing customer satisfaction scores by over 25%
* Transformed failing 900-agent contact center and increased revenue by 112%, increased attendance by 71%and reduced attrition by 63%.
* Increased contact rates by 50% and sales by more than 120% for direct sales and service organization.
* Re-engineered contact center for software firm reducing attrition by 12% and increasing revenue by 25%.
* Developed management training program that allowed 5 out of 8 of my managers to be tied for first and second efficiency and productivity ranking out of 128 managers in the country.
* Board of Directors for Habitat for Humanity
* Executive Director – Technical Support and Call Center – Increased Market Share – Professional Journal stated “Companies significant increase in market share due to excellence in technical support.” – Complete turnaround in less than 1 year
Core Competencies
* Project/Program Management * Customer Service Expertise
* Contact Center Operations * Turnaround Expert
* Process Improvement * Strategic Planning
* Call Center Site Director * Employee Development
Professional Experience
Microsoft Corporation 2011 – Present
Advocacy Team Manager (Contact Center – Tier 3 Support – Fraud Group)
Senior leader of large team of agents investigating and resolving fraud
related cases for Xbox
* Reduced turn-around-time per case from 30 days to 24 hour average.
* Increased Quality Scores (Customer Satisfaction Scores) by more than 25%
* Achieved under 2% turnover rate with over 95% of agents exceeding productivity goals.
* Doubled the size of the team in 2 months in order to handle wider role related to fraud and unauthorized access.
The CMI Group 2010 - 2011
Sr. Department Manager (Call Center – Service Center) – Carrollton, TX
Senior leader of large contact center department – collections – Cable TV Industry
* Turned around organization resulting in 300% increase in profitability
* Developed and delivered leader training and development programs (Bench Programs)
* Grew organization from 80 – over 300 agents
* Developed comprehensive compensation and career progression model for all employees resulting in increased retention rate by 40%.
ACS Inc-A Xerox Company 2010
General Manager (Call Center – Service Center) – Federal Way, WA
Senior leader of 800 agent contact center providing customer care for wireless client
* Reduced turnover by more than 50%
* Managed 2.5 Million monthly budget and achieved P&L goals
* Achieved highest performing center in terms of volume in the Division
* Achieved highest quality score in the Division
* Increase sales of Cellular Phone services by more than 120%.
T-Mobile 2008-2009
ASSOCIATE DIRECTOR (Technical Support Call Center) – Colorado Springs, CO
Leading Wireless Service Provider
Directed operations for Number One rated technical support center in T-Mobile leading over 1000 direct and
indirect technical support personnel and leaders and managing $56MM budget.
* Maintain turnover and absentee rates below 3%, ranking as one of 15 Best Places to Work in Colorado.
* Led successful change from a Customer Care Center to a Technical Support Center – won JD Power
PRC 2007-2008
SITE DIRECTOR (Outsource Services Call Center) – Carrollton, TX
Outsourced Contact Center Services Provider
Directed 900 agent outsourced service center call center supporting 3 major clients.
* Managed customer excellence metrics and programs for clients, improving attendance and retention rates by over 50% by implementing internal communications programs and employee satisfaction programs, resulting in higher profitability and customers satisfaction due to better experience among agents
* Re-engineered processes and implemented intensive leadership training program that transformed a failing contact center into a profitable revenue generating center while maintaining a positive work environment. Increased revenue by 125%
IBM 2005-2007
SOLUTION MANAGER/DELIVERY ARCHITECT (Call Center Business Process Outsourcing) – Dallas, TX
Leading Business Solutions and BPO organization
* Managed multi-million dollar conversion of 17 contact center environments for Fortune 10 automaker.
* Created tools used to assess contact center maturity for clients. Advised “C” level client executives.
* Developed and directed the technical aspects of a call center for the
U.S. Air Force.
Calyx Software 2004-2005
DIRECTOR, CUSTOMER SERVICES GROUP (CALL CENTER) – Dallas, TX
Leading Consumer Mortgage Software provider
* Re-engineered contact center processes, Designed and Implemented Metric measurement systems and lead the creating of programs improving positive work environment
HxP and Associates 2002-2004
PRESIDENT/CEO – (Call Center Optimization Services) – Rockwall, TX
Telecom consulting firm providing telecom, call center and sales organization services
* Directed operations for successful customer service optimization practice.
* Managed large call center technology transformation project involving 9 call centers and 52 network operations centers for leading wireless corporation.
LTC International 2001-2002
DIRECTOR OF CUSTOMER INTERACTION CENTER PRACTICE – CALL CENTER
NATIONAL MARKETING AND COMMUNICATIONS DIRECTOR – Richardson, TX
Provides strategic and operational consulting services to a wide range of telecom and high-tech companies.
* Led service optimization project for Ontario College of Teachers and led project to establish call center and customer services strategies for new wireless Internet company, greatly improving operations.
Idea Integration 2000- 2001
SENIOR CONSULTANT – CALL CENTER SME – Falls Church, VA
Provides enterprise level IT consulting and interactive marketing solutions.
* Designed and developed new contact center creating Call Center Practice and Programs including RFP responses and marketing including developing and delivering CMMI training – CMM Level 4 Achieved.
Other Experience
Pricewaterhouse Coopers
CONSULTANT – Call Center, CRM, CTI & Build SME – Falls Church, VA
Williams- Sonoma
CALL CENTER OPERATIONS DIRECTOR (Direct Sales and Support) – Oklahoma City, OK
Citicorp
CONTROL CENTER UNIT MANAGER – (Call Center) – Dallas, TX
U.S. Army
OFFICER – Held TS-SBI Clearance – Texas, Oklahoma, Germany, Panama
Education
Master of Business Administration Coursework (Telecom Management) – University Of Dallas
Master of Arts, Management – Webster University
MDIV Coursework – Southwestern Baptist Theological Seminary
Bachelor of Science, Criminal Justice (Pre-Law) – Midwestern State University
Other Education and Skills
* Completed 20+ various training and certification programs including Six Sigma Black Belt Training, Certified Help Desk Manager, PMI, and Senior Leadership Training, and CMM Level 4 Advanced PM
* Faculty Member, University of Phoenix (Conflict Resolution, Quality Management, Team Dynamics)
Contact this candidate