Experienced Manager - Call Center

**** ***** ** #***

Cordova, TN *****

901-***-****

Roy Williams Jr.

Summary of qualifications

Background includes demonstrated success in the conception, design and implementation of a wide range of programs and business processes for all levels within an organization. Particularly skill at effectively organizing and managing business operations.

 Experience making business decisions, managing operations and creating a team motivated environment. Have implemented cost saving measures and increased productivity through organization and effective utilization of manpower.

 Superior analytical dynamics in cost, performance and quality improvement elements. Have significantly contributed to the success of all current and past organizations in meeting or exceeding business objectives

 Excellent interpersonal and leadership skills as manager, supervisor, trainer and administrative coordinator. ( 28 years managerial experience) Member of start up team for call center in Knoxville, TN

 Extensive recruiting and staffing experience. ( 15 years ) DDI and Targeted Selection certified; PeopleClick proficient. Experience includes creating and filling requisitions, conducting job fairs, prescreening, profile assessments and interviewing. Created Role Play module for call center. Produced staffing reports.

 Thorough working knowledge of reporting systems; IEX, eWorkforce, NICE, eTalk, Qfiniti, CMS, CenterVu Explorer; PBX Avaya, Kana

Professional Experience

PFSweb, Memphis, TN, 06/07 – Present

Operations Manager Reponsible for meeting and exceeding monthly performance goals for team and center. Ensure that all internal metrics are achieve while providing timely and quality feedback for continual development of staff . Responsible for hiring, performance reviews and the development for internal processes and procedures. Span of control: 1 supervisor/40 agents

AT&T Wireless, Memphis, TN, 06/01 – 03/07

Senior Area Manager Developed and implemented processes and procedures for callcenter operation. Lead projects which includes, sales incentive programs for for associates, quality improvement resulting in improvement in overall customer satisfaction; collections, credit and activations cross-training project which was instrumental in achieving new subscriber revenue goal; rate plan analysis for outbound campaign. Point of contact for system application launches during multiple mergers. Managed exempt staff for to meet and exceed business metrics and goals. Span of control: 12 managers/200 CSRs

Dura-Line Corp., Knoxville, TN, 02/00 – 02/01

Customer Service Manager Responsible for the hiring, coaching and training of center’s staff to achieve corporate business metrics. To provide quotations for external customer as well developing and implementing process improvements for the department. Span of control: 7 Account Managers

AMERITECH, Waukesha, WI, 2/98 – 01/00

Area Manager Small Business Services Responsible for coaching, developing and leading team to achieve financial objectives. Drive execution excellence through a focus on Performance Management for team, establishing clear business and team objectives in selling Ameritech products and services. Span of control: 17 Account Managers

• Meet or exceed quarterly revenue objectives for sales.

UNITED STATES CELLULAR CORP, Knoxville, TN, 2/97 - 12/97

Business Process Improvement Manager (8/97-12/97). Responsible for leading organizational improvement through Business Process Analysis, Quality Improvement and Technology integration including implementation of process.

• Interaction with various business functions within the organization.

Customer Service/Care Manager (2/97-8/97). Responsible for leading and coaching staff to meet and exceed business metrics. Immediately impacted service levels, productivity, efficiencies and customer satisfaction. Span of control – 3 supervisor, 70 CSR’s.

• Making daily real-time adjustments to manage operations.

WHIRLPOOL CORPORATION, Knoxville, TN 1978 - 1996

Training Administrator Successfully plan, develop, and conduct seminars for Customer Relations staff. Recognized for ability to improve technical and human relation skills in providing customer support and increasing consumer satisfaction.

Operations Supervisor Directed and supported Consumer Assistance Representatives and Specialists. Consistently met or exceeded service level, quality and performance goals.

Consumer Assistance Specialist Served as liaison among corporate, trade partners and process partners. Received / resolved 80% of incoming customer calls. Implemented CAS Team Training.

Education

Attended, LAKE MICHIGAN COLLEGE, Benton Harbor, MI 1972 - 1974

Certifications:

Specialized Training / Continuing Education

Situational Leadership Essentials of Supervision

Managing Empowered Employees DDI/Targeted Selection

Nuts & Bolts of Human Resources Policy Creative Training Techniques

Proactive Management Development Team Dynamics

Computer Training (proficient) Microsoft: Word, Excel, PowerPoint & Project

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