WARRANTECH – Bedford, TXPresent
Call
Center Manager
§ Develop, direct and lead call center team to achieve
customer center’s service level goals.
§ Manage a call center of TSR/CSR including
interviewing/selection, development, coaching, rewarding, counseling, and
corrective action in accordance with company culture. Processes, &
practices, and within applicable employment laws/regulations.
§ Provide mentoring to call center team on their
professional development
§ Meet regularly with staff and individuals to provide
feedback and assess performance.
§ Review real-time monitoring of call center agents to
monitor productivity, metrics, employee demeanor, technical accuracy, and
conformity to company policies
§ Coordinates work schedule with Work Force Management group
to make necessary changes in staffing based on call volume, staff
availability, and workload.
§ Work with management team in the development of new
support processes.
§ Assists the organization in focusing on problem and call
prevention, resolution documentation, and efficiency of workforce to achieve
in all areas
§ Establish and maintain relationships with counterparts in
other departments in order to assist the team in driving customer
satisfaction.
CMI – Carrollton, TX2011- 2011
First
Party Collection Service Manager
§ Applies comprehensive understanding of call center and
collections while managing and directing all aspects of assigned unit.
§ Direct call center collection Life Cycle which includes
compliance, reporting, budgeting, and staffing and operations and training
for 200+ agents.
§ Interact with the Workforce Management/IVR Dialer
department to maintain service level and ensure call center volume
forecasting align with client service commitment.
§ Develop and implement operational practices that
established positive employer-employee-client relationships, promoting high
level of employee morale and retention.
§ Monitor random inbound/outbound calls from teams to
improve quality, minimize errors and promote positive performance by unit’s
personnel. AHT (Average Handle Time) went from 400 second to 220 second
within 3 months and Transfer Rate went from 30% to 12% in each campaign
markets.
Project Manager/Service Manager, Valbrea,
Inc. - Addison,
TX
2008 – 2009
§ Managed the complex Broadband Upgrade Conversion of 1,500
stores on-time and under-budget for all Pizza Hut and Taco Bell stores
nationwide.
§ Reviewed, tracked and documented all projects through
completion. Service Orders completion went from 20% to 50% within a month
when emphasis was put on allocating more resources to the project by daily
conference calls with 3rd party vendor scheduler.
Project
Manager/Service Manager, Goodman Networks, Plano, TX...2008
§ Managed and conducted conference calls during complex
network provisioning upgrades nationwide and ensured exceptional project
quality by carefully managing process, compliance standards and final
deliverables.
§ Continually assessed, identified and monitored ongoing
project risks and adapted project plans accordingly, driving legacy upgrades
enhancing productivity by more than 50%.
§ Provided company executives with daily status reports
regarding action items and upgrades completed.
Project
Manager/ Service Manager, Fujitsu, Irving, TX........................2007
§ Delivered complex video and enhanced broadband services to
customers via deployment of fiber optic to homes in target geographical
locations.
§ Established trusted and effective working relationship
with clients, sub-contractors and vendors while maintaining the integrity of
project schedules and budgets.
§ Tightly managed project costs to ensure that the project
was completed within the $50m approved budget while achieving greater than
20% penetration rate to the fiber network throughout target territories.
Verizon – Dallas, TX1987-2007
Call
Center Operations & Customer Service Manager.............1997 –
2007
§ Directed call center Life Cycle which included,
compliance, reporting, budgeting, and staffing and operations and training
for 150 employees.
§ Ensured call center volume forecasting aligned with client
service commitment
§ Developed and implemented operational practices that established
positive employer-employee-client relationships, promoting high level of
employee morale and retention.
§ Developed implemented new Standards of Procedures
Guidelines for all the Verizon Dispatch Centers nationwide resulting in
bringing the underperforming centers up to Verizon standards.
§ Performed Region Quality Assurance Operational Reviews for
Customer Contact Centers, Division Resource Manager, Dispatch, Call Centers
and Operational Field Services, meeting the 97% Compliance Grade objectives.
Supervisor,
Business Services/ OSP - Lafayette, IN...............1995 –
1997
§ Led a team of 35 in Indiana, Ohio and Kentucky to plan,
install, maintain, repair and upgrade outside plant and telecommunication
systems.
§ Orchestrated asset tagging and handling of $3.5m equipment
inventory.
Facilities
Supervisor/ OSP - Lafayette, IN................................1987 – 1994
§ Selected by C-Suite Level to Lead Multiple Special
Projects and team of 20 Facilities Maintainers at Purdue University
§ GTE Individual Excellence Award
§ GTE Team Excellence Award
Awards & Recognition
§ Verizon Individual Excellence Award1997 - 2007
§ Verizon Chairman’s Leadership Award1997 - 2007
§ Verizon Team Excellence Award...................................................1997
- 2007
§ GTE Individual Excellence
Award..................................................1995 - 1997
§ GTE Team Excellence
Award........................................................1995 - 1997
§ Business Administration
Ivy Tech Community
College - Lafayette, IN
Sherman E. Akins972.704.8801