Experienced Call Center Executive

Pamela Hodnett

QUALIFICATIONS

Analytical, seasoned Call Center, Transaction Processing and Business Management Professional with 10+ years national/international documented success at improving call center/transaction center performance and profitability. Excellent oral/written communication, teamwork and interpersonal skills. Proven ability to analyze complex problems, then generate workable solutions through inherent knowledge/experience, ability to learn/adapt and persist. Six Sigma – Greenbelt Certification with significant experience using Six-Sigma methodology in start up operations and ongoing management. Willing to travel/relocate.

PROFESSIONAL EXPERIENCE

WallNett Group, Inc. 2007 - 2008

Contractor/Consultant/Owner

· Identify and evaluate commercial real estate for restaurant conversion potential

· Create asset lists and estimate potential business value and growth possibilities

· Create implementation and project timelines and punch lists

· Prepare P & L forecasts and evaluate existing business financials

· Active in asset and lease acquisition negotiations

TRX, Atlanta, GA 1996 - 2006

Vice President, Business Integration (2005 – 2006)

· Created and led consulting team to assist existing and future clients through business process assessments.

· Conducted client consulting engagements resulting in over $15M USD in identified cost savings.

· Performed onsite visits to assess current processes and served as liaison between potential clients and Sales and between existing clients and Client Services.

· Designed client assessment documentation outlining potential savings.

· Led turn around and provided day-to-day onsite call center support for Leicester, Great Britain operation and ultimately led closure of operation inline with company's desire to exit business.

Vice President, Implementations (2001 – 2005)

· Implemented major accounts including Expedia, Continental Airlines, Delta Airlines, American Airlines, US Airways and Hotwire.

· Lead and managed global team of 60+ Project Managers, Trainers and Process Analysts.

· Served as liaison between clients, Sales and Operations.

· Presented implementation plans to clients through multi-media, integrated presentations.

· Provided weekly/monthly status reports on all open projects and communicated project challenges to senior management.

· Originated new offices in Pensacola, FL, Orangeburg, SC, Tacoma, WA and Bangalore, India.

· Created/implemented Disaster Recovery Plans and Business Continuity Plans for all TRX locations.

· Implemented Time Tracking software to track project hours.

Vice President, Operations and Technical Support (1998 – 2001)

· Oversaw day-to-day operations of multiple inbound call centers, managing teams of up to 200.

· Oversaw all areas of staff development including hiring, training, developing, coaching, counseling and performance appraisals.

· Managed Operations Support Department, ensuring compliance with contractual client SLAs.

· Created employee policy and procedures manuals, time tracking and training programs.

· Provided onsite management of Orangeburg, SC customer care operation, took a consistently low performing office and dramatically improved results to within contractual obligations.

Director, Operations and Technical Support (1997 – 1998)

Manager, Operations and Technical Support (1996 – 1997)

ATLANTA COMMITTEE FOR THE OLYMPIC GAMES, Atlanta, GA 1995 - 1996

Manager, Air Transportation

· Contracted, booked and managed air transportation for over 1100 broadcasting staff for the 1996 Olympic Games.

· Managed on-site team of 35.

AMERICAN EXPRESS VACATIONS, Norcross, GA 1987 - 1994

Assistant Manager/Team Leader (1990 – 1994)

· Oversaw day-to-day call center operations for AARP travel account.

· Co-managed team of 50.

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