Call Center Manager/Director
Resume:
DWIGHT W. HOLMES
Waukegan, IL 60085
******.******@*****.***
CAREER SUMMARY
Solid background in Call Center Management. A highly motivated, self sufficient and dependable employee, adept problem-solver and effective communicator with proven ability to:
- Consistently lead customer service and sales teams in exceeding goals and standards
- Manage budgets and organization effectiveness for customer retention and acquisition
- Interview, hire, train, coach, develop and manage customer service professionals
PROFESSIONAL EXPERIENCE
Sykes Enterprises, Inc, Kingstree, SC – August 08 – Present
Senior Account Manager
Responsibilities include liaison between client and call center operations leadership team to drive performance in meeting and exceeding established KPI’s, client billing approvals to ensure maximum billing opportunities. Build and maintain relationships with local, state and federal governmental agencies for funding programs to support and staff technical call center positions. Daily client interaction to balance client concerns with site leadership to manage staff to address, correct, improve or sustain performance and behaviors to meet client needs. Managed call centers supporting MIS in Kingstree, SC and Perry County, KY, supporting 4 lines of business. Managed a total of 216 frontline associates, 17 Team Managers and 4 Account Managers. Responsible for Quarterly Business Reviews, launch/ramps of new products, recruitment, hiring and working with training department for training delivery. Coordination of training material development and client approval of materials and sign-off. Developed and maintained partnerships with internal partners (Training, HR, Quality and Site Leadership teams). Excellent communication and presentation skills verbal and written with a proven ability to meet and exceed performance expectations. Increased headcount and revenue generation by 286% between August 2008 and June of 2009.
Sykes Enterprises, Inc, Chicago, IL 2008 – Feb 08 – July 08
Customer Service Support Site Manager
Responsibilities include interviewing, hiring, training, evaluating, coaching and development of employees to improve and sustain performance while providing exemplary service. Manage a team of 1 Team Lead (Lansing, Michigan) and approximately 80 associates in both Chicago and Lansing, MI. Proven ability to meet and exceed team’s contract production and performance metrics, build and maintain skilled, successful, motivated team of service associates. Analyze individual and team performance on a regular basis, perform root cause analysis and develop performance improvement plans. Provides accurate and timely written, statistical and verbal reports to management and the client. Excellent oral, written, communication and interpersonal skills. Solid PC skills. Strong evaluation and analytical skills. Excellent attention to detail and team player. Proven ability to deal with confidential and sensitive subject matter topics appropriately. Excellent mediation and negotiation skills.
The Home Depot, Arlington Hts, IL 2007- February 2008
Contact Center Manager
Responsibilities include recruitment, interviewing, hiring, training, evaluating, coaching and development of employees to improve and sustain performance in sales while providing exemplary service. Manage a team of 6 Supervisors and 120 associates. Dotted line management of Workforce, Quality personnel, L&D and reporting. Budgetary (P&L) responsibilities. Increase sales opportunities by 63% within a 10 week period and consistently maintained that performance. Improved productivity by 32% within that same period. Consistently met service level agreements and abandonment rates since joining the organization. Posted best employee survey results in company and successfully created an environment that fosters positive employer, subordinate relations.
Coverdell, Chicago, IL 2006- 2007
Call Center Manager, Chicago, IL
Responsibilities include recruitment, interviewing, hiring, training, evaluating, coaching and counseling employees to improve and sustain performance and productivity in sales. Manage a team of seven Call Center Supervisors with total accountability for 90 CSR’s. Manage customer service to meet and exceed established standards; create and implement standards and measurements to improve and sustain performance. Create and ensure an environment that fosters high moral for associates to excel and career path. Create and maintain a positive working environment with Fulfillment Leadership, Account Management and various departments to ensure exemplary service to all customers to include client interaction and management responsibilities.
DWIGHT W. HOLMES Page Two
HEWITT ASSOCIATES, Lincolnshire, IL 2004- 2006
Call Center Unit Manager, Lincolnshire, IL
Responsibilities include providing direction to project managers; integrating delivery across teams; and implementing targets and measures to improve quality, profitability and service deliver. Recruit, hire, coach and counsel employees to improve and sustain performance. Manage a team of 15-20 CSR’s with expertise in benefit administration and plan knowledge.
Manage customer service to meet and exceed service levels; create and implement standards and measurements to improve and sustain performance.
Manage performance plans, staffing and composition of client team; and succession planning.
COMCAST, Schaumberg, IL 1999-2004
Call Center Manager, Waukegan / Schaumburg, IL
Responsibilities include recruitment, interviewing, hiring, training, evaluating, coaching and counseling employees to improve and sustain performance and productivity in sales. Manage a team of seven Call Center Supervisors with total accountability for 90 CSR’s.
Manage customer service to meet and exceed established standards; create and implement standards and measurements to improve and sustain performance.
Create and ensure an environment that fosters high moral for associates to excel and career path.
Create and maintain a positive working environment with Field Leadership and various departments to ensure exemplary service to all customers.
Manage Waukegan Customer Care and Dispatch operations; coordinate all Dispatch and Customer Service activities to ensure operational efficiencies and consistencies in the company philosophy.
ASSOCIATION MANAGEMENT CENTER, Glenview, IL 1998-1999
Call Center Manager
Responsible for hiring, training and termination decisions, performance evaluations, recommendations for employee increases and monitoring of all personnel. Manage a team of two customer service supervisors, data entry clerks and administrative personnel.
Managed the daily operations of a call center which caters to clients of nonprofit associations on a national and international level.
Negotiated, selected vendors and implemented major telecommunications equipment, forecasted to increase business volume and customer satisfaction.
Recommended correct levels for staffing.
Set benchmarks for customer service excellence.
INTERACTIVE MEDIA CORPORATION, Chicago, IL 1996-1998
Call Center Manager
Responsible for recruitment, hiring and termination decisions, employee one on one’s, performance evaluations, monitoring of quality assurance standards and training of all staff. Managed a team of four customer service supervisors. Responsible for successful implementation and continued management of 7/24 Chicago office operations.
Continuously analyzed competition and made recommendations that ensure market share growth.
Managed customer service, profit and loss, budget and risk management.
Established goals, quality assurance measurements, policy and procedure, sales incentives as well as administer and maintain Human Resource practices.
Recognized for fastest growing office in the company history in revenue and market share.
DWIGHT W. HOLMES Page Three
MCI TELECOMMUNICATIONS, Chicago, IL 1991-1995
Manager, Customer Service/Sales
Responsible for hiring and termination decisions, employee evaluations and recommendations for increases. Managed a team of Customer Service Supervisors, which resulted in an average nine percent increase of bottom line revenue over the last four years. Developed strategies to improve customer retention, detailing techniques of salesmanship which significantly improved individual and team performance. Established effective goals and implemented sales incentives and contests. Consistently achieved top team status.
HOUSEHOLD FINANCE/HOUSEHOLD BANK, Elmhurst, IL 1989-1991
Sales Manager
Managed a team of 15 Telemarketing Representatives in securing loan applications which increased bottom line revenue and customer base. Implemented sales strategies and training for both Household Bank and Household Finance, recognizing buying signals and various closing techniques. Implemented a successful pilot of a newly created in-bound and out-bound telemarketing center for Household Bank, while maintaining the management of sales professionals affiliated with Household Finance. Consistently achieved top team status.
SPRINT, Chicago, IL 1984-1989
Telemarketing Sales Manager 1986-1989
Continually instructed new and veteran employees in sales technique and enhancements of phone etiquette, diction and voice projection. Created immediate rapport with major accounts by establishing a common interest and maintained control by asking questions to elicit positive response and assisted representatives in closing the sale.
Account Executive 1985-1986
Recognized for increasing annual revenue by 18 percent. Established new leads, potential clients and clients by cold calling. Closed sales by building rapport establishing agreement on the features and benefits of each product. Achieved top Sales Representative status for the entire year of 1986, based on revenue contributions.
Telemarketing Sales - Dallas, TX 1984
Consistently overachieved monthly quotas by making 80-100 calls daily. Established highly effective relationships with prospects by building rapport, establishing need and presenting the features and benefits of the product.
EDUCATION
Business Administration/Marketing - College of DuPage
Marketing - Los Angeles City College
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