PROFESSIONAL EXPERIENCE

A dedicated Servant Leader with 19 years customer service, operations, and training leadership experience demonstrated by a comprehensive skill set and extensive achievements leading, teaching, mentoring, and coaching to success on an individual and group wide basis. Sourced and implemented CRM and virtual call center applications.

Kelly Services (Virtual) Logan UtahSept 2013 to November 2015

·                                                                                                                                                                                                                                                                                                                                 Team Manager – Trained and Led teams of 15+ Advisors in a virtual (work at home) environment

•                                                                                                                                                                                                                                                                                      Customer Director Eligibility Advisor (CDEA) Team Manager

•                                                                                                                                                                                                                                                              Trained a team that consistently reduced AHT by 13% +,increased Sales Close Rate by 30%

•                                                                                                                                                                                                                                     Created job and individual specific training focused on (KPIs)

•                                                                                                                                                                                                                                                              Delivered training via WebEx and chat messaging
•                                                                                                                                                                                                                                                              Motivated team via humorous Audio and video clips

•                                                                                                                                                                                                                                                                                      Apple Online Store (AOS) Team Manager

•                                                                                                                                                                                                                                                              Retrained team as they transitioned from the Retail Specialist role to the AOS role
•                                                                                                                                                                                                                                                              Motivated team using personalized audio recordings
•                                                                                                                                                                                                                                                              Improved metrics by 25% overall

·                                                                                                                                                                                                                                                                                                                                 Quality Analyst – monitoring, evaluating, coaching, training, and feedback

•                                                                                                                                                                                                                                                                                      Always met production goals; 100 calls monitored and 50 coaching sessions per week
•                                                                                                                                                                                                                                                                                      AIM program (low performing agents) 25% average agent improvement in  quality scores

•                                                                                                                                                                                                                                                              Trained virtual agents in live audio sessions
•                                                                                                                                                                                                                                                              Delivered visually creative job aids and written summaries of all training sessions

•                                                                                                                                                                                                                                                                                      Led Calibration sessions for QA and TLs
•                                                                                                                                                                                                                                                                                      Contributed to client(Apple) calibration sessions sharing methodologies that Apple used as best practices
•                                                                                                                                                                                                                                                                                      Created Power Point presentations as job aids and self-training
•                                                                                                                                                                                                                                                                                      Held weekly meetings with TLs focused on:

•                                                                                                                                                                                                                                                              Training strategies and opportunities
•                                                                                                                                                                                                                                                              Developed individual curricula to meet specific individuals needs

·                                                                                                                                                                                                                                                                                                                                 Advisor/agent supporting the Apple Online Store – Sales and Customer service exceeded metrics by 15%

·                                                                                                                                                                                                                                                                                                                                 Advisor - Retail Specialist –

•                                                                                                                                                                                                                                                                                      Customer Service –exceeded all metrics by 40%
•                                                                                                                                                                                                                                                                                      Sales – ranked #1 for booked orders by dollar value (averaging $60K/month)

Nexxlinx - Director, Call Center Operations – Orono, MaineNovember 2012 to February 2013

·                                                                                                                                                                                                                                                                                                                                 Trained and Restructured center leadership - operational efficiency improved 20% and labor costs reduced by 30%

·                                                                                                                                                                                                                                                                                                                                 Redesigned post training support reduced operating expenses 15% and New Hire attrition by 10% reduction

Sharp Propane - Director of Sales/Call Center Operations – Austin, TXDecember 2010 – September 2012

·                                                                                                                                                                                                                                                                                                                                 Developed and built a centralized call center for; customer service, order entry, billing, and collections:

•                                                                                                                                                                                                                                                                                      Implemented Oracle CRM and Virtual Call Center application

•                                                                                                                                                                                                                                                              $100K annual savings in overall customer service activities

•                                                                                                                                                                                                                                                                                      Reduced 90 day receivables by 75%

·                                                                                                                                                                                                                                                                                                                                 Reduced corporate marketing costs; identified and hired a new marketing agency

•                                                                                                                                                                                                                                                                                      Marketing budget reduced by more than 30%

•                                                                                                                                                                                                                                                              Improved marketing and identified an untapped consumer market by Geo-Mapping
•                                                                                                                                                                                                                                                              Increased direct mail response rate; from 1% to 5% with a sales close rate of over 60%

·                                                                                                                                                                                                                                                                                                                                 Reduced the cost of after-hours telephone support by 85%

CONVERGYS Corporation – Logan, UT April 2009 – December 2010

Call Management Specialist - Logan, UT

·                                                                                                                                                                                                                                                                                                                                 Improved call center efficiency and client satisfaction by adjusting call volume allocations

Billing Consultant - Logan, UT

·                                                                                                                                                                                                                                                                                                                                 Resolved customer billing issues, improved customer satisfaction, upsold client products

Affiliated Computer Systems General Manager - Bakersfield, CASeptember 2008 to April 2009

·                                                                                                                                                                                                                                                                                                                                 Built out of call center; slashed client costs by 15%,

·                                                                                                                                                                                                                                                                                                                                 Increased revenue from $12 million to $18 million annually

•                                                                                                                                                                                                                                                                                      Client added 4 Lines of Business increasing both the size and revenue for the center

·                                                                                                                                                                                                                                                                                                                                 Introduced and improved employee communications

•                                                                                                                                                                                                                                                                                      Trained management team on strategic communications techniques

o Trained core agent population on call center operations

§  Ranked #1 for employee satisfaction across the business unit (12 centers)

§  Reduced attrition to 63% a 16% improvement

§  Unscheduled absenteeism reduced to less than 1%; lowest in entire enterprise

SITEL Site Director – Kelowna, BCSeptember2007 to August 2008

·                                                                                                                                                                                                                                                                                                                                 Reopened call center and hired 300 agents in less than 90 days

•                                                                                                                                                                                                                                                                                      Increased ability to handle growing call volume ahead of schedule
•                                                                                                                                                                                                                                                                                      Drove revenue to $12 million
•                                                                                                                                                                                                                                                                                      Attrition below 60%
•                                                                                                                                                                                                                                                                                      Unscheduled absenteeism below 1%

·                                                                                                                                                                                                                                                                                                                                 Rebooted positive community relations; engaged in community building activities, and charitable events

VONAGE Call Center (Vendor) Manager - Holmdel, NJSeptember2005 to April 2007

·                                                                                                                                                                                                                                                                                                                                 Developed and Trained a successful global sales program:

•                                                                                                                                                                                                                                                                                      Gained agreement from call center vendor executives (India) to pilot sales program

•                                                                                                                                                                                                                                                              Generated revenues of $1 million per month

•                                                                                                                                                                                                                                                                                      Trained and deployed program globally (5 countries and 10 call centers)
•                                                                                                                                                                                                                                                                                      Created a sales tracking and validation program for global vendor call centers; increased revenues 5% to 15%

·                                                                                                                                                                                                                                                                                                                                 Restructured New Hire training requirements

•                                                                                                                                                                                                                                                                                      Increased training ROI by 33%

·                                                                                                                                                                                                                                                                                                                                 Standardized Call Quality monitoring process to; record, track, and manage all inbound and outbound call data

•                                                                                                                                                                                                                                                                                      Trained Quality Analysts
•                                                                                                                                                                                                                                                                                      Improved customer satisfaction scores, allowed for timely agent feedback, and complied with FCC requirements

·                                                                                                                                                                                                                                                                                                                                 Trained a Chat based team to handle Inbound Sales– exceeded sales targets by 10% within 30 days

CONVERGYS Corporation – Logan, UTSeptember 1996 to September 2005

Senior Manager - Logan, UT

·                                                                                                                                                                                                                                                                                                                                 Managed corporate training initiatives across the Utah Enterprise (6 Centers and 8,000 employees)

·                                                                                                                                                                                                                                                                                                                                 Developed and Deployed Team Leader management training program to over 200 people

·                                                                                                                                                                                                                                                                                                                                 Organizational consultant/trouble shooter resolving client facing issues and project performance concerns

•                                                                                                                                                                                                                                                                                      Realigned performance expectations with client (Federal Government agency)
•                                                                                                                                                                                                                                                                                      Repaired interpersonal communications for 700 FTE call center

·                                                                                                                                                                                                                                                                                                                                 Designed and trained an attrition reduction program

•                                                                                                                                                                                                                                                                                      Reduced annual attrition by 20%

·                                                                                                                                                                                                                                                                                                                                 Edited, published, and contributed to a 200 page book on running call center operations in India

•                                                                                                                                                                                                                                                                                      Created, planned, and trained executives on doing business/ implementing projects in India

·                                                                                                                                                                                                                                                                                                                                 Initiated an annual 2 day round of seminars focused on management best practices for Directors, Business Unit VPs, and other executives using guest speakers from academia and industry experts

·                                                                                                                                                                                                                                                                                                                                 Improved company community relations

•                                                                                                                                                                                                                                                                                      Established a cross functional working group between company and Utah State University
•                                                                                                                                                                                                                                                                                      Improved corporate image with university senior administration and faculty

•                                                                                                                                                                                                                                                              Increased ability to recruit on campus and retain employees meeting contractual requirements

•                                                                                                                                                                                                                                                                                      Active member of local Chamber of Commerce

Training Manager – Logan, UT

·                                                                                                                                                                                                                                                                                                                                 Managed, taught, and coached a team of 17 trainers

·                                                                                                                                                                                                                                                                                                                                 Project managed construction of a 100 seat stand-alone training facility: doubled as a full serviced inbound call center

·                                                                                                                                                                                                                                                                                                                                 Created and trained innovative collections program;

•                                                                                                                                                                                                                                                                                      Collected $600 million on behalf of client. 

Trainer/Course Developer - Winnipeg, Canada

·                                                                                                                                                                                                                                                                                                                                 Created and trained professional development courses increasing employee bench strengths

·                                                                                                                                                                                                                                                                                                                                 Wrote and trained innovative sales training courses

·                                                                                                                                                                                                                                                                                                                                 Improved New Hire performance and retention in an Outbound telemarketing environment

Outbound/Inbound Telemarketer - Winnipeg, Canada

·                                                                                                                                                                                                                                                                                                                                 Top performing sales agent consistently in the top 5%

EDUCATION/CERTIFICATION/TRAINING

Moorhead University Bachelor of Arts – Physics and Math Moorhead, MN

San Francisco State University Master of Arts – Film Studies San Francisco, CA

University of Winnipeg Management Certificate – Executive Edge ProgramWinnipeg, Canada

Customer Operations Performance Center Registered COPC Coordinator

AREAS of EXPERTISE: Call Center Management, Customer Service, Sales Management, Change and Performance Management, Project Management, Collaborative Negotiations (Harvard Business School model), Blanchard’s One-Minute-Manager, DiSC

COMMUNITY BASED ACCOMPLISHMENTS

·                                                                                                                                                                                                                                                                                                                                 Director and Past President – Hartford Park Home Owners Association

·                                                                                                                                                                                                                                                                                                                                 Board member Logan Chamber of Commerce - clean air committee