Call Center

PATRICK B. CHAPMAN

** **** ****** ♦ Nanuet, NY **954

Cell: 347-***-****

Email: *******@*****.***

Experienced CALL CENTER DIRECTOR with proven ability to manage the daily operations of a call center or a market research field department. Achievements include:

Developed and implemented staffing plans (recruitment, compensation, performance monitoring, motivation, etc.) to ensure that corporate objectives are met by the department.

Promoted and maintained team morale with consistent can-do attitude or informal style of management resulting in increased productivity while encouraging strong communication between management and subordinates. Developed effective techniques to train supervisory staff on managing, motivating and retaining staff.

Key Skills

Staff Development  Client Relations  Team Building  Mentoring  Training / Supervising

Staff Motivation  Problem Resolution  Documentation  Quality Assurance  Production Management

Employment History

FIELD DIRECTOR, Mystery Shopping division

GFK Custom Research, North America - New York, NY 2007 - 2008

Informa Research Services, Inc. - New York, NY 2004 - 2006

Managed the day-to-day execution of all mystery shopping field programs. Achieved program goals by maintaining division program productivity with daily, weekly and monthly reports. Managed and monitored field workload to ensure that compliance with client, company policies, and procedures were met in addition while adhering to quality standards and guidelines.

Coordinated all field activities such as facility selection, writing field instructions, quality control procedures and offsite vendor or independent contractor selection. Managed, trained, and developed field team members.

Coordinated daily field staffing utilizing personnel in a cost-effective manner.

Provided status briefs to project manager and/or client on a daily basis or as needed.

Managed and maintained project budget ensuring that projects came in at or below estimate.

Ensured the scheduling and completion of all projects in a timely manner.

DIRECTOR OF OPERATIONS, Call Center

Opinion Access Corp - Long Island City, NY 2006 – 2007

Responsible for the overall management of survey research department, managing telephone data collection projects and personnel across two phone centers (U.S. and Dominican Republic). Monitor all key operational metrics and action planning to address performance goals. Financial analysis within the Research Center, focused on leveraging the two data collection centers for optimal performance.

Hire, train and manage and a staff of 15-25 data collection supervisors, shift managers, and quality control evaluators to maintain Call Centers productivity• Conduct biweekly planning/operations meetings with all direct reports. Lead scheduling discussions and decision-making to maximize efficiency across our two center model. Participate in client meetings/formal Call Center operations capabilities presentations. Responsible for selecting, training, developing, and managing performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work groups, which included 250+ computer automated interviewing stations and 500+ employees.

Developed departmental policies and procedures for all operation staff. Developed, implemented, monitored and evaluated strategies to increase call center performance and efficiency. Promoted and maintained team morale with consistent can-do attitude resulting in increased productivity.

PATRICK B. CHAPMAN

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CALL CENTER DIRECTOR

Shulman, Ronca & Bucuvalas, Inc. - West Long Branch, NJ 2001 - 2003

Directed call Center facility with 200 computer automated interviewing stations. Managed the day-to-day call center facility operations and 300+ employees. Provided quality reliable data to internal and external clients on a daily basis. Effectively managed multiple projects simultaneously while working in a fast-paced environment.

Analyzed production and quality control reports.

Hired, trained and managed supervisory staff. Prepared and administered staff performance reviews and staff development plans. Developed departmental policies and procedures for all operation staff.

Developed, implemented, monitored and evaluated strategies to increase call center performance and efficiency. Managed and motivated employees to meet performance objectives

INTERNATIONAL FIELD DIRECTOR

Lieberman Research East - Great Neck, NY 2000 - 2001

Purchasing agent of qualitative and quantitative international and domestic research projects. Directed and executed all field-related stages of company projects.

Provided regular status briefings to project director and clients. Prepared screeners for client’s approval as needed. Managed and maintained project budget ensuring that project came in at or below estimate.

Coordinated all field activities such as facility selection, writing field instructions, sample vendor management, quality control procedures and offsite vendor selection.

CALL CENTER DIRECTOR, International & Domestic Operations

Penn, Schoen & Berland Associates - New York, NY 1991 - 2000

Director of a market research qualitative/quantitative data collection call center facility with 125+ computer automated interviewing stations. Managed day-to-day facility operations and 250+ employees to ensure production needs and project goals are met. Purchasing agent for international and domestic market research providing daily status updates between internal and external clients.

Managed and executed all field requests.

Qualitative Research – Managed over 100 international and domestic qualitative projects - using outsourced vendors as needed - for project recruitment and execution of qualitative research including daily briefings to ensure quality and budgetary controls as well as staff training.

Mall Tests – Managed over 300 international and domestic mall facilities on execution of mall intercepts (concept test, taste test, customer satisfaction, print and video ad testing).

Quantitative Research – Managed over 300 international and domestic quantitative projects within PSB own facility as well as outsourced venders as needed.

Managed the Clinton / Gore Presidential Print Advertising Campaign in 1996.

Education

Bachelor of Science - Aviation Management Saint Francis College - New York

Computer Skills

Novell NetWare  Microsoft Windows Operating System  Microsoft Office Products  Sassie  IRIS  ACD

Telescript CATI Software  CFMC  Quancept  Various predictive dialing software packages

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