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Focused, capable professional with 14 years of customer service and call center experience, paired with substantial project management expertise. Skilled in managing private industry and federal government contracts valued at up to $1M. Adept in supervising and communicating with large teams at various levels; dedicated to surpassing client expectations and organizational objectives. Adept in implementing training, quality assurance and quality control programs. Possesses significant training and curriculum design acumen, as well as knowledge of day-to-day workforce management and call center best practices. Leverages critical thinking skills to thrive in deadline-driven environments. Performs root cause analyses, continued training and trend identification processes with ease.
- Generate and disperse consolidated bi-hourly reporting packages for managerial review (Sirius)
- Escalate and resolve issues across Sirius XM s multi-vendor Call Center to ensure compliance with Service Level Agreements (SLAs)
- Complete special projects, including quarterly STARSS audits, 30 No-Login Audits and other related tasks as assigned (Sirius)
- Managed and evaluated all KPIs, SLAs and compliance measures to confirm that the Service Center met all SLAs outlined in the Statement of Work (Randstad)
- Played a key role in designing the escalation path for newly-supported areas, including a Problem Management System and ACD modifications (Randstad)
- Liaise with other organizational units including executives, managers, Client Services, Service Technicians, as well as Training and Human Resources staff (Kastle)
- Crafted action plans to heighten customer satisfaction and overall operational efficacy (Kastle)
- Demonstrate analytical, quantitative and problem solving skills, along with a keen ability to analyze business functions in order to resolve escalated situations (Kastle)
- Acted in the capacity of the TCC Project Manager in their absence (System Integration)
- Recommended process improvements including solutions to handle increases in email/call volumes; created strategies to improve upon contract performance metrics (System Integration)
- Developed and set into motion a holistic QA incentive program at a vendor site to bolster office morale and drive employee retention (System Integration)
- Introduced new or revised procedures and policies for TCC off-site operations (System Integration)
Microsoft Office, Windows Server, Millennium, Internet Research, Data Searching, PeopleSoft, RightNow, STARSS, CSR Administrator, Genesys Solutions CC Pulse/SCI/WFM, Avaya CMS, e-Commerce/CMS/DTC, Goldmine, Applix, Remedy and Parature Case-Management Solutions, Toshiba, Rockwell International, Avaya, TCP/IP, Cisco, Nortel, TCRS Data Capture; Interactive Intelligence (I3) IC Client and Interaction Supervisor, Talisma 8.0 Agent Mail/Customer Interaction Management, Voice Broadcasting, Automated Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration ( CTI ), Predictive Dialers
Sirius XM Radio, Inc.
Listener Care, Command Center Specialist (2013 Present)
Monitor Customer Care, Inbound and Outbound Sales departments. Ensure that SXM vendor support efforts are in line with customer service goals. Report on metrics including AHT, SVL and ABAs to ensure that targeted metrics are achieved. Take precautionary measures to aid support vendors in meeting targeted metrics including service levels. Create, upkeep and modify user access for all SXM applications used by vendors and troubleshoot application anomalies. Use systems including Verizon, Genesys, Avaya CMS and other tools to gauge performance across the enterprise. Establish help tickets to track and manage issue resolution. Uphold key contacts for all Call Center vendors, technology providers, personnel and partners.
Listener Care, Command Center Specialist (Continued)
Notify appropriate parties of relevant issues and resolutions depending on incident severity. Administer call routing allocation to ensure optimal use of all Call Center agents. Record all reported system anomalies as reported. Administer Genesys LC Users and minor configuration changes. Determine trends using information in trouble ticket reports; use to make recommendations to management staff for improvements. Participate in User Acceptance Tests and attend workforce conferences to add on to skill set.
Montgomery County 311 Call Center (2013)
Assuredly resolved concerns for the governmental public non-emergency Call Center; field calls including general questions, service requests, as well as non-emergency calls related to public and private service needs. Created specific service request processes to address bulk trash pick-up, recycle bin replacement, permitting and zoning inspections and other county services. Handled specific call types for government agencies such as Health and Human Services, the Department of Permitting Services, as well as the Department of Finance. Aided Montgomery County residents and users of public transportation with trip planning, as well as responding to all related feedback.
Service Delivery Manager, UMUC Service Center (2012-2013)
Oversaw daily workflows for two Team Leads/Supervisors, three Senior Customer Service Representatives, 30 Enrollment Managers, 30 student accounts and 30 Financial Aid Customer Service Agents. Prepared Call Center performance reports by assembling, comparing and summarizing data to determine trends. Worked jointly with senior management at the client and vendor level; offered process improvement ideas and regular updates on both project status and issue resolution. Measured trending statistics, e.g. dropped calls, wait times and other data to confirm accurate, timely and friendly service. Increased individual agent and team quality scores via the use of example-based coaching and training.
Improved operations by monitoring system performance; reported anomalies, resolved issues, developed action plans, as well as analyzed staffing and call arrival stats. Generated process improvement and quality assurance programs to allow for organizational progress. Created SLA performance reports regularly and reviewed them collaboratively with UMUC counterparts. Implemented an internal checkpoint for staff to confirm departmental transfers and reduce the amount of misdirected transfer calls. Introduced continuous improvements to drive profit and enhance Center service. Led various Human Resources duties, e.g. recruiting, interviewing and hiring, among others. Worked closely with individual clients to swiftly resolve escalated student issues.
Kastle Systems, LLC
Project Manager, Mid-Atlantic Region Operations Center (2010-2012)
Directly managed a team comprised of a Quality Assurance Analyst, a Quality Control (Remote Video Monitoring) Analyst, as well as 40 Call Center Operators. Supervised and actively participated in the on-boarding process for all new department hires. Measured and drove all KPIs including quality assurance and customer satisfaction; assessed each and created performance management initiatives based on notable areas of need. Tracked and reported on progress and trending project results to offer effective solutions for outstanding issues. Facilitated an ongoing review of project statuses and identified risks for each.
Suggested, developed and set into motion a series of risk mitigation solutions. Managed costs, schedules and quality by playing a vital role in managing project deliverables and driving adherence to proposed schedule and budget. Monitored team members performance using real-time reporting; worked with leadership personnel to complete adjustments as needed. Drafted and documented processes for key contact center efforts; delivered process amendments to the operations team and monitored inbound and outbound call volume. Evaluated various reports to determine the potential for opportunity and develop performance action plans. Handled internal and client escalations; submitted suggestions for process enhancements based on the content featured in escalations.
Systems Integration, Inc. (SII)
Assistant Project Manager, TSA Contact Center (2004-2010)
Directly managed a team comprised of a Quality Assurance Analyst, a Quality Control (Remote Video Monitoring) Analyst and 40 Call Center Operators. Played a key role in on-boarding new departmental hires. Drove and measured all KPIs related to quality and customer satisfaction. Analyzed each KPI and created performance management plans based on the most heightened areas of need; tracked progress along the way for each. Developed a working knowledge of TSA programs and made initial contact via the TSA Contact Center. Helped facilitate TCC training on programs that demonstrated how to screen calls before directing them to a given office.
Equipped all staff with program knowledge including a TSA partnership. Worked jointly with aviation, rail, transit, highway and pipeline sector stakeholders, as well as law enforcement and intelligence personnel to ensure all threats received via the Contact Center were swiftly and wholly handled. Worked in conjunction with the management team to develop and introduce the use of updated training manuals, reports and presentations. Monitored performance levels and made adjustments to Center operations in order to fuel improvement. Reported system performance abnormalities, technical issues and staffing levels to corporate and TCC managers to boost levels of overall productivity. Reported call center statistics on a daily, weekly, and monthly basis using an Excel spreadsheet to evaluate performance metrics and KPIs.
Bachelor s Degree, Business Administration, University of Xxxxxx (ongoing)
PMTI Fast-Forward Project Management Professional Exam Prep | DHS Public Trust Clearance
Department of Criminal Justice Services ES Security Dispatcher Registration
Communicating with Tact and Skill for Managers and Supervisors
Management and Leadership Skills for First Time Managers
State of Xxxxxx Security Systems Technician License
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