Customer Service Sales

Rodney W Bullock II ***** N. Marta Lane ***, Canyon Country CA 91387

Summary:

Accomplished and integrity-driven professional with more than 22 years of success managing in the customer service industry and will provide your company with the skills and experience to continue to improve customer satisfaction, customer retention, efficiency and profitability. Recognized as a savvy leader with strengths in people management, analytical skills, process and project management and contact center management experience.

Professional Experience:

Service Employee International Union (SEIU), Pasadena CA 2008 to Present

Member Action Center Director:

Responsible for managing a start up call center operation within a labor union that represents more than 400,000 members throughout the state of California. Develop processes for handling all member contact inquiries, establish operation budget, support systems and reference library with detailed standard operating procedures, determine the Key Performance Indicators, create training and staff development programs, mentor leadership staff and provide call center development and performance manage.

• Determined all key performance metrics based historical data, which was utilized to establish Local client Service Level Agreement

• Forecast performance to help determine performance member expectations and staffing projections

• Provide regular performance reports to local clients, including special request reports and quarterly operation report to senior management

• Evaluated and provided direction on how to stabilize and increase reliability of the contact center IPCC phone system and implemented new call scripting and skill based routing to increase member experience.

• Support multiple language and specialized queues

• Conduct regular system evaluation of the Cisco IPCC Enterprise and IPCC UCCX phone systems with all telecom personnel

• Designed and implemented a comprehensive standard operating procedure and project plan for local clients

• Conducted reference library needs analysis and determined best mechanism to deliver resource material.

• Using SharePoint designed and developed a Central Knowledge Base system for contact center and local client personnel. Utilizing systematic processes was able to increase call efficiency, quality and accuracy. Increased quality assurance rating in the 2009 performance year to 87%

• Improved case management and tracking through Union Ware case management system. Conduct and oversee regular project management solutions to further increase system efficiencies, through continued evaluation of the current workflows and member needs

• Established mandatory call calibration process with the leadership team and conduct regular management meetings to identify opportunities to coach and develop staff and improve the member experience.

• Develop annual operation budget and conduct regular Profit to Lost reviews throughout the course of the year.

• Knowledgeable of Human Resource processes including hiring, progressive discipline documentation and formal release

• Experience in training and development and implemented a complete new hire training program incorporating practicable application.

21st Century Insurance Group, Woodland Hills CA. 1988 to 2007

Customer Care Division Manager: 2003 to 2007

Responsible for managing insurance agents within a inbound call center with more than 500 seats in three separate locations, which handled more than three million personal line insurance inquiries per year. Defined and implemented the company’s short-term and long-term objectives, oversee the implementation of policy, guideline and compliance processes and procedures.

• Directly responsible for manage of six supervisors in the after hour inbound queue, Live Chat, email and outbound contact channels

• Increased the performance of the after hour inbound queue from 56% service level and 15% abandonment rate, to 75% average service and 4% abandonment rate within first six months of assignment

• By working closely with the leadership staff, the division increased the accuracy rate by 12% and improved the first call resolution by 8%

• Work closely with supervisors to ensure agents adhered to underwriting guidelines and policy management

• Work with business analysis team to ensure the policy management system followed all company policy and underwriting guideline

• Oversee call quality and accuracy to ensure the policyholder call was handled to company expectation and accurate policy information was provided.

• Forecast staffing needs, to better accommodate company growth, and maintain the department performance standards. Adapted staffing schedules to best accommodate call volume and employee satisfaction

• Analyze call performance data: Average handling time, average after call work time, average talk time, average speed of answer, schedule adherence and worked with the leadership staff to coach to where appropriate

Develop an outbound call strategy for the company’s retention program, which helped to increase the company’s retention rate by 2% within 8 months

• Implemented cross sell/up sell program using the Six-Sigma DMAIC process.

New Business Sales Supervisor: 2000 to 2003

Responsible for managing the daily operations of 16 insurance sales agents within an inbound call center, as well as manage the after hour New Business call center.

• Supervise insurance sales agents to a close rate of 28% and 30 week retention rate of 78%

• Managed inbound queue to a 91% service level and 1.2% abandonment rate

• Work closely with the staff to improve the underwriting process of applicants to assure quality and long term sales.

• Assist staff with procedural and underwriting guideline questions

• Provide approvals for high risk customers based on driving record and CLUE report.

• Coach staff through the use of call monitoring to improve staff sales skills and increase the accuracy rate

Policy Service Supervisor: 1998 to 2000

Customer Service Training and Recruiting coordinator responsible for managing the call center’s staffing and training needs, as well as managing an inbound customer service phone unit.

• Supervise a unit of customer service insurance agents

• Quality monitor representatives calls to help improve accuracy and customer service

• Coach staff to improve overall customer experience

• Provide direction and answers for policy related matters

• Evaluate policy changes and provide underwriting approval when necessary

• Review and provide approval or denial of change request based on customer driving record and accident history

Lead Corporate Trainer and Recruiter: 1991 to 1998

Responsibilities consist of managing eight corporate trainers and conduct formal training for soft and technical skills. Determine staffing needs for inbound call center and work with Human Resources department.

• Conduct needs assessments to help determine training requirements

• Develop lesson plans and course material and conduct formal training modules

• Present formal insurance new hire training focusing on job specific duties like policy contract, rules and rates, underwriting guidelines and policy management and billing system

• Work with underwriting director during Department of Insurance Audit to ensure proper training to state mandate insurance codes

• Recruit and interview staff for the call center

Policy Service Representative: 1988 to 1991

As an inbound phone representative, was responsible for assisting policyholders with policy inquiries

• Answer personal line policy and billing questions

• Adhere to the company underwriting guidelines to determine policy holders risk and take the appropriate guideline steps,

• Process customer related policy changes

• Follow up with add driver request and determine eligibility

• Identify increased renewal risks and notify senior underwriting of increase risk.

• Follow new Proposition 103 insurance guidelines to the 20th Century policy.

Personal Accomplishments:

Two years toward - Bachelor of Science, College of the Canyons, Valencia CA - Major: Business Administration

Licensed Insurance Agent – California Property and Casualty Agent – Non resident agent four additional states

American Society of Training and Development – Train the Trainer program

ICMI Call Center Certification Program

Six Sigma – Green Belt Trained

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