Rick Austin

Rick Austin is a seasoned call center professional with over 15 years of experience in managing both outbound and inbound operations. His expertise lies in driving process improvements, enhancing customer satisfaction, reducing employee attrition, and boosting sales.

Throughout his career, Rick has excelled in various areas such as Average Handle Time (AHT) reduction, Customer Satisfaction (CSAT) improvements, and optimizing call quality monitoring scores. His leadership has been instrumental in leading teams ranging from 15 to 120 members.

With a strong background in managing performance metrics, Rick specializes in areas including B2C Sales Management, Change Management, CRM, Employee Relations Management, and Inbound and Outbound Call Center Operations Management. He is adept at analyzing KPIs, managing Profit and Loss (P&L), developing quality programs, ensuring regulatory compliance, and implementing Agile methodologies.

Rick's technical skills include proficiency in Aspect Unified IP, IEX TotalView, Avaya CMS CentreVu/PDS, and Predictive Dialer Administration. He also has expertise in workforce management, forecasting/scheduling, and implementing technology solutions to enhance operational efficiency.

Rick pursued his education in Business Administration at Northwestern Connecticut Community College, Management at University of Phoenix, and continued studies at the University of South Florida. His professional journey includes roles such as Client Services Manager at Symphony Services, Technical Support Manager at IRON Solutions, Customer Service Manager at CIGNA Government Services, and various managerial positions at T-Mobile, Progressive Insurance, and the US Navy as an Aviation Electronics Technician (AT2).