National Institute for Financial

Salt Lake City Community College

idaho membership director for the AGC

Idaho Falls, Idaho

The Local pages

Advertising Advisor

SupportNinja

Executive Account Manager

Robert C. Davis & Associates

Sales Consultant

Progrexion

Operations Manager

Description includes: Represent the company at all times in managing vendor relationships and contact centers in Philippines. Responsible for weekly/daily executive updates and management of issues, risks and escalations and/or global project management including cross-functional communication, roadmap, schedules, budget, risk management, resource and 3rd-party vendor management.Additional responsibilities include:**Manage vendor relationships and contact centers at specific location(s). **Virtually be part of the vendor(s) organization, residing or spending most of the time at the  vendor location(s). **Establish and grow relationships and drive influence with multiple individuals, from the floor/agent level all the way to senior management. **Enforce contracts. Assist in renegotiation of contracts and amendments. **Manage forecasts and staffing levels. **Establish policies and procedures across sites, vendors and/or Symantec. **Lead and/or supervise training, quality and other pertinent projects implementation. **Manage vendor's virtual teams and remote sites/organizations if applicable. **Track metrics and goals. Provide timely, consistent and accurate reporting and analysis. Input into global services forecast and executive dashboard. **Responsible for weekly/daily executive updates and management of issues, risks and escalations.

Symantec (Norton Live)

Senior Vendor Manager

Symantec

Vendor Manager

Responsible for the communication and support with team managers, Supervisors, and agent level support.  Major responsibilities include:Developed Quality and client specific action plans, which exceeded client and customer expectations.Worked on developing concrete methods to reduce average handling time while maintaining quality calls in a timely manner. Created Call Handling procedure to help better serve our customers. This includes all aspects of internal and client specific QA definitionsWorked with QA to help identify and implement areas of opportunity. This is mainly focused around communication skills and overall customer satisfaction.Strategically implemented incentive programs to improve agent, and supervisor satisfaction and motivation.Worked with Sales Managers, Supervisors, and Account Managers to develop their skills in being able to exceed customer and client expectations.My duties take a very hands on approach to where I can create a sense of urgency by following up on action plans that are set in place with Managers, Account Executives and Supervisors. Consistent training given to frontline leaders to be able to understand and implement staffing and scheduling of CSR's to be able to maximize utilization of Reps.Developed "Supervisor Boot camp" to help Supervisors understand proper ways to coach, educate, and motivate their teams.Worked with workforce management to make sure calls were being routed in the most efficient way possible.Maintained consistent communication with clients to ensure all contractual goals were being met by Discussing areas of opportunity, sharing best practices, and reviewing overall KPI's. Responsible for the successes and partnership of 9 different Customer Service accounts.

Cyber City Teleservices

Launched Customer Support and Operations project with a $1.4M operating budget. Major responsibilities include: Managed Start-up operations of Call Center for Motorola. Successfully launched multiple phase project plan including Technical Support, Software Support, Customer Retention, and Order Entry/Administration.Implemented an atmosphere of positive communication and relationships with client executives.Managed direct reports in technology, training, quality assurance, and human resourcesInitiated statistical reports to monitor and evaluate department and agent progress. Created and maintained executive reporting procedures documenting bottom-line achievements. Organized training and development activities for existing staff and new hire training classes. Created ongoing programs to recognize achievements and participation for employees.   Managed a working knowledge of ACD, call routing, and scheduling. Processed and managed payroll. Coordinated staff activity for optimal allocation of abilities and resources of co-workers and subordinates. Tenacity to execute major projects and realize client goals. Consistently surpassed contractual goals, completion dates, and turnaround times, in ramp period of project without sacrificing quality.

Motorola Inc

Site Director, Customer Contact Center, Results Companies

Known for top-level sales and customer service - increased the full time employee level from 0 to 1300 in just 12 months making it the fastest growing of any site in the history of Sprint or Teleperformance. Major responsibilities include:Responsible for developing and maintaining client relationships.Manage daily information flow from client to help operations achieve client metrics in sales, average handle time, customer satisfaction, staffed time, and attrition.Manage client quality and service level objectives, including but not limited to, handle time, abandonment rates, customer satisfaction, and first call resolution.Lead a staff of 80 supervisors and 8 assistant center managers. Mentored direct report staff and provided continuous feed back for performance management and personal employee development.Implement action plans for all full time employees to the operations floor.Manage daily operations with 1300 full time employees.Skillfully negotiated equitable solutions to difficult problems.Serve as liaison to the operational team, reporting operation efficiency and financial management results. Vital member of group that was distinguished as top performing team for any off shore Sprint location for all of 2004 in Customer Satisfaction and sales, and in Sprint Care Enterprise for Sales Close Rate and Sales Revenue for 3 consecutive quarters.

Teleperformance USA

OPERATIONS MANAGER

The Results Companies

Ops Manager

Proven leadership ability with a focus on proficiently executing professional responsibilities. Major responsibilities include:Supervised and managed team of 20 Full Time Employees.Conducted daily meetings with all members of management to ensure continuity within all lines of business within the project.Monitored and implemented action plans for all quality assurance related issues.Responsible for personnel, including hiring and termination processes, payroll, scheduling and other staffing needs.Managed and trained supervisors, quality assurance representatives and sales agents.Recommended strategic methods to help company exceed goals and expectations.

AAA Fair Credit Foundation

Denim Butler

Denim Butler