career objective                              

dynamic workforce management director eager to contribute strong operations, financial administration, and resource management talents toward supporting a call center in maximizing performance

profile                                                

ø  offer numerous years of progressive customer service experience, with expertise in increasing customer satisfaction, productivity, and profitability in high volume call centers

ø  facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention; build, train, and lead first rate support teams

ø  develop and implement aggressive resource allocation plans, process improvements, cost controls, operational analyses, and budget management techniques

ø  strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs

ø  excellent communication, presentation, and relationship management skills; superior time management and organizational abilities

 

~ key achievements ~

• launched bcd s first contact resolution initiative to cut staffing and operational costs by 25-30% through immediate customer need fulfillment
• analyzed existing residential center procedures to identify resource utilization opportunities, including call sharing and adjusting hours of operation, to garner more than $800k in annual cost savings for bcd
• introduced process improvement and standardization strategies to achieve 33% reduction in overtime costs per hour, boost productivity levels while increasing vacation hours by 38%, and improve overall efficiency for exelon
• actively contributed to boosting aig marketing s bottom-line corporate profitability through effective management of aspect vendor licensing resulting in $765k annual maintenance savings, and steering ivr application refinement and implementation project streamlining number of applications from 400 to 15 and generating more than $1m in savings

professional experience                

manager c performance solutions, bcd travel, telecommute position                          4/07 c present

• served as representative for performance solutions east on key telephony project integrating varied call center platforms to create a universal solution to standardize global operations and optimize customer satisfaction
• develop and conduct highly effective training programs for call center management; address a range of topics including generating forecasts, coordinating workflow, and implementing corporate philosophy

 

manager c resource management, exelon (peco energy), philadelphia, pa                 6/04 c 4/07

• successfully directed resource allocation efforts to maintain 80% service level in a high volume customer care center environment with more than 50,000 calls per week
• strategically recruited, trained, and directed top-performing team of resource management personnel; additionally coordinated internal and outsourced customer care representatives
• designed interval management system to provide consistent call forecasting, call center performance, and customer service monitoring for continuous 30-minute increments 

 

continued

yyyyyy x. yyyyyy                                                                                                         page 2

 

operations manager / senior business analyst, aig marketing, chadds ford, pa         3/99 c 6/04

• directed all aspects of operations for a multi-site call center with more than 1,000 agents responsible for over 100,000 weekly calls; ensured a 5% maximum abandon rate
• performed human resources functions including hiring and training contact solutions group personnel; conducted operational analysis and developed proposals for new call center projects

 

executive manager, rent-a-center, neptune, nj                                                            5/98 c 3/99

• managed all daily activity, financial analysis and administration, and customer service for business; sustained 95% average quality score among account managers

 

operations support staff analyst, mbna insurance services, greenville, de                  12/96 c 5/98

• ensured maximum levels of efficiency and productivity for 500 agents operating in two national call centers; prepared forecasts, staffing plans and schedules, and marketing strategies

education                                           

master of science in management, wilmington college, new castle, de                                    2004

master of business administration, wilmington college, new castle, de                                   2003

bachelor of science in marketing, the college of new jersey, ewing, nj                                  1996

 

~ certification ~

certified six sigma green belt, villanova university, villanova, pa                                            2006