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EFFECTIVE CUSTOMER CONTACT CENTER MANAGEMENT

Results-driven professional with significant experience in development and execution of winning operations strategies in advancement of top-level corporate objectives. Dynamic leader with a commitment to excellence; accomplished in program management and operational streamlining. Reputation for advancing successful business initiatives, leveraging core strengths, and working diligently to ensure peak operational performance.

PROFESSIONAL EXPERIENCE

ABC DEPOT, Bossier City, LA * 20xx-20xx

Manager of Customer Contact Center: Managed the overall call center functionality, sales, service, and installation process support for 1,300 ABC Depot stores. Led a team of eight direct supervisors and over 500 associates to meet/exceed store profitability, call center statistics, and other performance indicators across the call center.

* Oversaw the center’s profit and loss statement for a $3.2 million dollar plan.

* Attracted, hired, and developed supervisors as well as quality assurance, workforce, and human resources associates. Monitored, coached, and evaluated employee performance across all business units in the center.

* Successfully met all full-time employee performance requirements across all business units.

* Exceeded the center’s sales plan by 49% in 20xx and 23% in 20xx.

* Resolved critical installed-sales issues in support of all stores.

* Successfully implemented call center support for all markets through site visits and delivery of comprehensive district-wide presentations.

* Managed escalated installation issues across supported stores. Ensured complete customer satisfaction through delegation of critical issues to appropriate support associates for resolution and follow-up.

* Liaised between the central installed installed-sales team, multiple stores, installers, and customers to maximize installed-sales business.

BCD Enterprises, Bossier City, LA * 20xx-20xx

Customer Contact Center Manager: Directed five distribution facilities and a staff of five managers with 55 indirect reports. Served as project manager for all capacity expansion projects, consolidations, and relocations. Developed and managed expense budget of $2.8 million and a sales budget of $8.3 million. Ensured compliance with all standards and operating practices.

* Proposed and facilitated creation of the Senior Sales Manager position. Eliminated redundancy in the managerial hierarchy and reduced costs by $125,000.

* Served as talent in the “Train the Trainer” video series designed to develop management skills.

* Rerouted the distribution network for NC, which improved coverage while reducing costs.

VALUE ADDED SKILLS & KNOWLEDGE

Management Development Programs: Otis Distance University Program ~ McKesson Merchandising for Excellence ~ Harris Teeter Accelerated Management Development Program ~ Scott Paper Executive ~ Cornell University Home Study Program ~ Food Lion Management Development Program ~ Stroh’s Marketing & Sales Seminar

Technical Proficiencies

AS400 BPCX, MS Windows, Excel, Outlook, PowerPoint, & Word

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