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Contact Center - Operations Manager Resume
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| Desired Industry: Customer Service/Technical Support |
SpiderID: 4035 |
| Desired Job Location: Toronto, Ontario |
Date Posted: 10/31/2005 |
| Type of Position: Full-Time Permanent |
Availability Date: ASAP |
| Desired Wage: 85,000 |
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U.S. Work Authorization: No |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: No |
Objective:
Dynamic, results-driven professional with a nine-year record of success managing contact centre, telemarketing, and sales initiatives. Demonstrated accomplishments in operations management, process improvement, and internal/external customer service. Visionary manager with a “big picture” mentality. Innovative problem-solver adept at complex multitasking in fast-paced, pressured environments. Strong leader able to effectively manage and motivate staff. Excellent communication and interpersonal skills.
Core Competencies include:
· Operations Management· Customer Service· Strategic Planning · Budget Administration· Sales & Marketing· Business Development · Performance Management· Program Implementation· Process Improvement
PROFESSIONAL EXPERIENCE
DIRECT ENERGY HOME SERVICES, Toronto, Ontario
Customer Care Manager U.S. Operations (2003 – Present)
Managed the overall delivery of excellent customer service in a manner that ensured the highest standards of service while respecting budgeted costs and maximizing productivity. Key participant in strategic operations planning through development of business plans and objectives toward the overall performance targets of the Contact Centre.
OPERATIONAL EFFICIENCY
Ø Reduced Average Handle Time (AHT) by 20% in the first 6 months of 2004 by implementing process improvements and training strategies designed to increase CSR efficiency.
Ø Reduced Contact Centre FTEs by 15% by improving Average Handle Time and Call Wrap Time.
Ø Derived new revenue stream by increasing cross sales opportunities that resulted in an improvement of over 20% of close rate v/s previous year.
PROCESS IMPROVEMENT
Ø Improved Service Level and Quality Scores by enhancing business process, enhancing training processes and implementing improved forecasting process.
Ø Reduced Absenteeism by 50% by implementing POP (Power Of Performance) incentive program that focused on absenteeism and employee recognition.
Ø Reduced customer complaints backlog from 850 complaints a day to 80 complaints within 5 weeks by enhancing business process and supplier’s score card.
Ø Restructured the Contact Centre to maximize focus on first call resolution to improve customer satisfaction and reduced repeat calls.
Ø Improved the IVR by giving customers more options in order to reduce incoming calls.
ADMINISTRATION
Ø Managed $10M annual budget covering 320 Contact Centre employees and over 1.5 million calls per year.
Ø Managed transition, contingency plans and employee performance while company transitioned the Contact Centre to an outside vendor.
Ø Ensured that the Contact Centre had available infrastructure and the support it needs including quality systems and procedures, training, product knowledge, technology and equipment.
BELL EXPRESSVU, Toronto, Ontario
Operations Manager, Call Centre Sales and Customer Service (1999-2003)
Directed all facets of operations, sales, and customer service for key business unit. Oversaw activities and development of 10 Team Managers supporting 200 customer service representatives. Developed and implemented customer-focused action plans, processes, and procedures to ensure quality and drive productivity. Collaborated with business unit peers to ensure daily goal attainment. Oversee performance management and employee development to enhance employee morale and increase productivity.
OPERATIONAL EFFICIENCY
Ø Increased save rate by 7% by implementing Centre wide sales and retention program.
Ø Improved employee satisfaction by 9% by implementing Team Leaders performance management tools.
Ø Reduced repeat call by 18% by implementing call tracking system that enable us to identify training gaps and process improvement opportunities on the automated IVR.
PROCESS IMPROVEMENT
Ø Instituted and implemented Centre-wide sales training program, increasing call upsells by 7%.
Ø Implemented new calls monitoring tools that help us identified training gaps early.
Ø Reduced attrition by implementing employee engagement activities, which resulted in 5% reduction in attrition v/s the previous year.
Ø Implemented new training program ACE (Achieved Customer Expectation) to reduce repeated calls.
Ø Implemented numerous system improvements to enhance efficiency, including the introduction of IVR, Online Web Enrollment and flexible online payment capabilities.
Ø Optimization of the IVR to reduce calls.
Ø Developed Vendor(s) Scorecard specific to Call Centre performance metrics.
Ø Improved Employee Engagement survey score by 9% over 2002 - leading several employee teams and providing direction and hands on guidance to employees.
ADMINISTRATION
Ø Provided direction and guidance to the Contact Centre Team Managers and Project Managers with a goal of best in class operational processes.
Ø Ensured SLA (Service Level Agreement) objectives and associated costs were achieved specific to the Contact Centre operation.
Ø Worked closely with other functional areas to ensure seamless delivery of initiatives on time and on budget.
Ø Managed the contract and SLA for several Vendors associated with the Contact Centre.
Ø Provided input and recommendations on Vendors in the marketplace providing best in class services from the customer service perspective.
Ø Led project team charged with development of an innovative framework for TM Tools; new structure significantly streamlined data access and production for Team Managers.
SPRINT CANADA INCORPORATED, Toronto, Ontario
Manager, Telemarketing & Sales, (1997-1999)
Led a team of telemarketing vendors charged with driving sales of Sprint Canada’s products and decreasing churn. Administered and allocated budget. Implemented vendor management, quality assurance, and evaluation system. Developed strategic marketing plans and analyzed sales data. Devised and executed vendor and departmental controls to accurately document all related performance data.
Key Achievements:
Ø Effectively administered and allocated a $3.2 million budget.
Ø Instituted, developed, and implemented new vendor audit process.
Ø Segmented and targeted a high-value profile list to advance Sprint Canada Win-Back Campaign.
Ø Reduced the impact of a highly competitive market through successful Vendor contract negotiations, and aggressive marketing initiatives.
Ø Orchestrated and implemented new product launch strategy utilized as a benchmark process for future launches.
EDUCATION
Bachelor of Arts Degree - University of Toronto, Ontario
PROFESSIONAL DEVELOPMENT / AFFILIATION
Member, Contact Professionals Alliance (CPA)
Certified Manager Training, Langevin
Mapping Business Communications
Call Centre Management, DDI
Change Management /Diversity Training
Performing for Success /Negotiating Effectively
Effective Communication
COMPUTER SKILLS
Microsoft Windows, Word, Excel, PowerPoint
Candidate Contact Information:
| Name: John Torella |
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| Street: |
Phone: 416-233-0172 |
| City: Toronto |
Fax: - |
| State: Ontario |
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| Zip: M8X 1A3 |
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| Web Site: |
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