Yyyyyy x. yyyyyy

Seeking Management Consultant Role

Highly Accomplished Xxxxxxll Center Consultant / Manager who makes sound decisions to reflect positively on fast-paced, high-volume xxxxxxll center operations in alignment with a company s vision, value, and goals. Top Performer who achieves a competitive advantage within the utility sector via solutions-centric critixxxxxxl thinking for insightful, change-driven xxxxxxll center results. Ambitious Self-Starter who quickly adapts to evolving scenarios to reach high profit and productivity levels while independently resolving in-depth issues with tact and diplomacy to boost success. Excellent Communixxxxxxtor who builds synergistic relationships with senior-level decision-makers, cross-functional xxxxxxll center professionals and business staff, and customers / clients, and who surpasses expectations in both autonomous and collaborative environments.

Xxxxxxreer Highlights Include:

  Leading results-generating teams while boosting profits and reducing labor costs.

  Training, mentoring, coaching, and managing staff while decreasing key turnover.

  Proactively resolving esxxxxxxlating conflicts and initiating fair problem-solving methods.

  Continually improving margins, reducing costs-per-xxxxxxll, and decreasing abandonment rates.

  Delivering a history of stellar public speaking, public relations, and high-impact presentations.

  Offering a record of promoting excellence in customer service via innovative process designs.

  Rapidly assessing operational needs to spearhead dynamic initiatives to boost the bottom line.

Telephony ￨ Customer Service Xxxxxxll Center Consultant ￨ Technixxxxxxl Experience Consultant

Ezviz, Inc. (2015 Present)

Xxxxxxpitalize on the opportunity to lead forward-thinking improvements to fast-paced xxxxxxll center operations, including recruiting, training, mentoring, and managing a top-performing team of 17 Technixxxxxxl Experience team members across Xxxxxx, Texas, and Xxxxxxnada. Spearhead the comprehensive re-design and re-organization of the xxxxxxll center while leading development and implementation of a new ticketing system.

  Decreased xxxxxxll costs from $8 per xxxxxxll down to $2.60 per xxxxxxll.

  Substantially reduced xxxxxxll abandonment rate from 20% to 2.5%.

  Improved margins 33% by establishing new xxxxxxll center operations processes.

  Reduced turnovers 23% and decreased staff 23% while increasing workload 32%.

  Boosted online merchant star rating from 2 stars up to 4.5 stars in a 3-month period.

  Successfully achieved a customer satisfaction rating of 95% for 6 consecutive months.

  Employed part-time staff to reduce labor costs without compromising customer service.

  Improved customer relations by accelerating customer response from 7-8 days to 3 days.

  Recruited to personally lead the seamless, large-sxxxxxxle operations move from Xxxxxxnada to Texas.

Telephony ￨ Customer Service Xxxxxxll Center Consultant

Xxxxxx Department of Water & Power (LADWP) (2015 Present)

Utilize broad scope of industry knowledge toward effectively leading all facets of xxxxxxll center operations receiving thousands of xxxxxxlls daily, including training, mentoring, and managing a team of 350 xxxxxxll center agents while promoting a synergistic workplace environment. Maximize use of resources to achieve goals by developing and leading weekly meetings and training sessions with staff, including actively improving current processes to align with core operational objectives. Continually motivate teams with role-playing and self-promotion exercises, along with eduxxxxxxting staff on present-day situations with current trends.

Yyyyyy x. yyyyyy ￨ Page Two ￨ (xxx-xxx-xxxx

Telephony ￨ Customer Service Xxxxxxll Center Consultant

Xxxxxx Department of Water & Power (LADWP) (continued)

Lead targeted coaching of onboarding process among new / existing employees. Coach empathy among team members to better serve customers in need of special attention or resolution of esxxxxxxlating scenarios.

  Reduced xxxxxxll abandonment rate by 37% prior to agent engagement.

  Successfully managed process mapping teams to illustrate internal processes.

  Collaborated with Cisco integrators and county IT teams for timeline rollouts.

  Developed new process implementations with IVR after xxxxxxreful IT-centric analysis.

  Transformed xxxxxxll center into a 1:1 service experience to avoid typixxxxxxl robo xxxxxxll format.

  Developed new reporting tool for administration, supervisors, agents, and executive managers.

  Improved customer satisfaction by training trainers on methods to enhance company culture.

Xxxxxxll Center Manager

Strategixxxxxxlly steered xxxxxxll center operations within a high-volume business environment, including recruiting, training, mentoring, and managing a team of 15+ solutions-centric customer service agents. Built and sustained a company culture of excellence in customer support where employees were motivated to deliver top-notch service. Continually ensured friendly and efficient transactions within an eCommerce environment.

  Improved productivity 50% and generated higher organization-wide profits.

  Increased sales by 60% across 2 quarters via introduction of a new warranty policy.

  Decreased employee absenteeism 65% by instituting a popular work-from-home system.

Xxxxxxll Center Customer Service Manager

Led targeted decision-making in the efficient daily operations of this busy xxxxxxll center, including training, mentoring, and managing a team of 22+ customer service agents, 2 supervisors, and technixxxxxxl support staff. Played a vital role in promoting fundamental sales practices such as telemarketing and prospecting to boost existing customer base while conducting quality checks and reviewing detailed performance reports.

  Grew existing customer base by an average of 120 new accounts annually.

  Developed project procedures for eCommerce transactions and key procedures.

  Chaired implementation of Microsoft Dynamics AX / Cisco Communixxxxxxtion Systems.

  Created and deployed a web-based ordering system with minimal customer interaction.

  Increased project turnover 35% without reducing quality or jeopardizing daily transactions.

  Grew sales and service by 62% within 2 quarters by developing a new web portal for clients.

  Identified areas needing improvement and initiated measures to enhance performance levels.

Bachelor of Business Administration

Associate s Degree in Marketing ￨ Business Administration

Certified Cisco Networking Associate (CCNA) ￨ Radio Host, KCTY Radio Television