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Call Center Customer Experience Operations Situational Leadership
Team oriented, Call Center Customer Service leadership professional, with multiple years of
success at leading functional teams to exceed performance metrics, through A+ customer service
and process efficiency. Well versed at situational analysis and developing solutions to enhance
fiscal performance:
ADP Management Omni Channel Management Vendor
Management
Call Center Training
Avaya BA Telecommunication
Management Management s
CCTV Management
Complaint Project
SDLC Management
Escalation Management
Help Desk Management
Call Center Security Process
Leadership and Improvement
QA Management
CRM Security Client
IVR Management
Management Engagement
Data Center SLA Management
Management IT Help Desk
Geo Fencing Manager
Rover Patrol Monitoring
VoIP Management
Security Account
Softphone Management
Workforce Management Management Sales
Leadership
Digital Customer Service
Service Now Call Center
KPI Improvement
Management Operations
Salesforce
Management
Synopsis of Achievements
Launched, Staffed and Managed Call Center operations ranging 25 to 94 pp
Launched, Staffed and Managed Customer Service/Security operations for a 50 States/
Puerto Rico and Canadian Regions
Increased Vendor First Call Resolution (FCR) by 50% within first 90 days
Increased KPI performance by 52% through team success building
Decreased operational cost by 25% through Process Improvement Initiatives
Increased First Call Resolution by 40% through Quality Calibration
Increased First Dispatch Resolution by 48% within the first 90 days
Ranked #1 KPI Performance Manager within the first 90 days
Member of ASIS security professional network 2015
Facility Security Officer (FSO) Certification
U.S. Security Associates Winners Circle Award 2011
Call Center is registered and provides assistance to FEMA since 2011
Hilton Towers-Conrad Call Center Award of Excellence 2008
Corporate Call Center is Certified with International Organization for Standardization
(ISO) since 2008
Received Call Center of Excellence Award of Appreciation from Simon Properties
Morgan Chase 2014
Member of International Customer Management Institute
COPC Certified
Security Command Center is Security Threat Certified
Professional Experience
U.S. SECURITY ASSOCIATES INC, Roswell, GA 1999 June 2016
U.S. Security Associates is a Global provider of uniform security professionals that provide asset
protection to our large client base in the United States, Canada, Puerto Rico and Mexico
Senior Client Engagement Call Center Manager
Direct and provide oversight and leadership across all aspects of the multi-functional centralized security
support inbound Call Center, which operates 24x7x365 team, requiring on-call availability to support our
customers and security professionals. Manage staffing for (68) associates to consistently meet
customer service performance target goals. Call Center is responsible for processing time clock open
post alarm alerts that are associated with our 79,000 + security officer. Monitor queues (inbound calls,
web inquiries, faxes, and emails, live chats and (IVR system) to ensure proper handling of requests.
Monitor agents to ensure accurate coding for reporting. Maintain team schedule adherence to maximize
coverage within the contact center. Manage/monitor ticket queues of agents to ensure service request are
being met. Monitor all agents calls. Properly document in the system call purpose and resolution process
are using Salesforce.com CRM call center guidelines to handle calls properly. Interact with the Customer
Care Agents to resolve customer affecting issues. Responsible for handling escalated calls with a positive
problem-solving attitude. Ensure agents are communicating properly with customers and completing
every customer transaction with appropriately setting customer expectations for issue/problem resolution
time frame and notification. Call Center uses omni channel platforms to monitor and maintain 95% or
higher SLA expectations.
Other responsibilities include providing facility security management to (5) JLL office buildings
on Mansell road. The facilities are under CCTV monitoring 24/7 from the Security Operations Command
Center. In house security is responsible for granting security access, administrative, documentation and
management support: manage the annual inventory of accountable holdings in accordance with the
policies and procedures; prepare and submit status reports to applicable government agencies;
administer and manage classified destruction program; serve as the focal point for receiving, processing,
distributing, and controlling all classified documentation (hard copy and electronic media) entering or
leaving the facility, including electronic data transfer; maintain suspense copies of all material transported
via courier and perform follow-up, as needed.
* Analyze, investigate, and resolve classified security issues while providing leadership and guidance to
employees, supervisors, managers on actions(s) to be taken to ensure compliance with the classified
security program
* Maintain liaison with government agencies, external customers, contractors, employees, and managers
* Implement visitor control procedures ensuring compliance with the NISPOM and other requirements
* Perform COMSEC custodian responsibilities, as needed
* Provide security escorts to any tenant or guest that requires assistance
* Implement policies and procedures for responding to security incidents, and for investigating and
reporting security violations and incidents
* Maintain strict confidentiality of company proprietary and personally identifiable information (PII)
* Observe all laws, regulations, and other applicable obligations wherever and whenever business is
conducted on behalf of the company
* Manage Government-furnished equipment and materials
Other responsibilities include guard service scheduling for National Accounts, Loss Prevention Division,
Banking and Waste Management sectors. The coordinators follow up, with our local branches that
havent confirmed service and get service confirmed or contact contractors to reschedule service request.
Coordinators update service confirmations using our service portal.
Responsible for managing, motivating, and representing (10) technical support agents
Suggest policy and procedural changes to improve the technical support team performance
* Manage technical support team, including professional development and day to day management over
Support Team functions including customer request fulfillment, issue troubleshooting, and execution of
scheduled tasks and project assignments.
* Participate in staffing and recruiting decisions
* Introduce new Customers to our Support organization
* Communicate with customers directly via telephone and e-mail in a professional and diligent manner
* Insure customers are satisfied with updates and resolutions provided through cases
* Manage the queue of new cases to ensure they are assigned according to our SLAs
* Manage the backlog of open case to ensure customers are receiving frequently accurate updates
* Serve as an escalation point for the Technical Support team members
* Provide on-the-job training and coaching to the technical support team members to improve the
companys overall technical customer service
* Adhere to defined technical support process and offer improvements as necessary
Managing critical, customer servicing processes and projects collaborating with internal partners and
vendors. I am responsible for talent acquisition, professional development, coaching and the day to day
direction of staff of the Roswell, Georgia Call Center. Provide senior management a better
understanding of the customer and any opportunities to improve upon the overall customer
experience. Provide data driven analysis reporting Visio, Power Point presentations.
Lead the team to achieve higher levels of competency, effectiveness and internal process improvement.
Provides ongoing development and coaching of staff, developing both their technical expertise and
behavioral competence. Liaise with all support teams to understand the Call Center infrastructure
requirements capacity. I have exposure across multiple departments, including Tech Support, Payroll, and
National Accounts armed guard service division.
Reports status on activities, issues, projects, etc to senior IT management and Vice President of National
accounts. Prepare weekly operational service dashboards for review by upper management.
Prepare weekly operational service dashboards for review by upper management.
Report metrics, SLAs, and other items as defined by Vice President of National Accounts.
Performs root-cause analysis on KPI underperformance. Develops and implements both short-
term and long-term countermeasures, to improve performance both immediately and
systematically for the future.
Regularly evaluates talent, develops succession plans, and takes organizational actions to
ensure the development of individual associates and external hiring of critical talent needs .
Ensures that appropriate staffing models are developed and implemented to optimize service level
across the organization with available resources.
Evaluates and improves the effectiveness of Customer Care staff by establishing, monitoring,
and establishing accountability to individual and group performance criteria.
Establishes a continuous education program to identify and address both technical and soft skill
training needs to ensure positive customer experience.
Provides timely follow up to all communication and commitments.
Works on issues of diverse scope requiring an evaluation of a variety of factors (i.e., business trends,
team impact).
Frequently interacts with subordinates and/or peer group managers involving matters between
departments or functional areas. Often leads a cooperative effort among members of a project team.
Handles personnel actions including staffing, performance reviews, disciplinary actions, and
coordination of training and development.
Manage IVR system.
The inbound call is routed to the hosted IVR platform. The call is answered via a touch-tone or
speech-recognition menu. The information request is then routed via secure network to the
appropriate web application server for response to the request. If the caller needs to speak with a live
agent, and the application uses hosted IVR computer telephony integration (CTI) interface (ACD
connect), the call is then routed to the agents ACD. Tech support agents use IVR system to resolve
customer affecting issues. Responsible for handling escalated calls with a positive problem-solving
attitude. Dash board service request reports are generated after all information has been captured.
Additional reporting metrics are used to measure and monitor performance of individuals for the
following departments Shared Service and IT Agents. Communicates role, responsibilities, priorities
and performance expectations to all team members.
Experience with managing direct reports and/or multi-disciplined teams that can be geographically
dispersed
Significant experience and demonstrated ability to interact and present to our clients, including
executive level
Extensive experience in managing Call Center service organizations and complaint escalation
resolution procedures.
Maintains and improves Call Center operations by monitoring system performance; identifying and
resolving problems; completing system audits and analyses; managing system and process
improvement and quality assurance programs.
Established Call Center human resource objectives by recruiting, selecting, orienting, training,
assigning, coaching, counseling, and disciplining employees; administering scheduling systems;
communicating job expectations; planning, monitoring, appraising, and reviewing job contributions;
planning and reviewing compensation actions; enforcing policies and procedures.
Prepares Call Center performance reports by collecting, analyzing, and summarizing data and trends.
Strong teaching skills, ability to present and demonstrate complex procedures to diverse groups
Well-developed management skillsprinciples and people
Excellent skills in MS Office Suite including, word processing, spreadsheet, and presentation
software. MS Visio and MS Access preferred; working knowledge and MS office suite basic skills are
required
Ability to transform current business model to a best-in-class operation; demonstrated experience in
creating/upgrading a customer service function.
Excellent analytical skills including problem solving.
Excellent organizational, verbal and written communication skills, communicate effectively to all levels
of customers and company management.
Develops, implements and delivers reporting metrics to measure and monitor performance of
individuals and Team Care. Communicates role, responsibilities, priorities and performance
expectations to all team members.
Experience with managing direct reports and/or multi-disciplined teams
Provide oversight over all client experience activities as well as manages ongoing projects and tasks
Provide comprehensive salesforce CRM metric reports that reveal trends and drive positive behavior
Assessed Call Center needs and spread headed organizational streamline that included
eliminating redundancy, updating antiqued computer systems, phone lines .
Call Center is now using Salesforce.com as our new CRM provider and Incontact a cloud
based phone solutions provider that has enhanced the efficiency and performance of the Call
Center. One of the new tools that I am proud of is WFO/Work force Optimization application. I
now have control over the following: Agent Performance Management, Voice of Customer
tools, E-Learning for agents, E-Schedule tool for supervisors, Scorecard Keeper for Daily
productivity viewing and reporting analysis Audio/Screen Recording, Agent Availability
Viewing.
The Call Center also received a must needed remodel for the work stations .
Used Performance Indicators (KPI)s to improve and evaluate the effectiveness and productivity of my
associates in the following areas, call handling time, alarm processing accuracy and speed, efficient
problem solving.
Focus on first-call resolution (FCR) Measure it from the customers perspective.
Call Center Metrics also determine my Call Centers (AHT) Average handle time per call. The total
amount of work time related to calls, including average talk time (ATT) Average after call work time
(ACW), divided by the number of calls handle.
(TR) rate percentage of calls that have been transferred . (HT) rate Percentage of how long a
caller is on hold time
(AR) - Rate percentage of calls that are abandon
(ASA) Average speed of answering
Every call center should have these overall performance measures in place:
Forecast accuracy
Boosted employee satisfaction and engagement, and increased opportunities for professional growth
and talent development through implementation of new associate initiatives.
Experience with customer support center technologies such as Biometrics ID software (e.g.
telecommunication systems, IBM Power 7 SAP, Cloud knowledge management systems, customer
web portals) highly desirable.
Anticipates the impact of the changing business environment on assigned work areas.
Served as the District Manager for the Tampa, Florida Call Center as part of a new accusation.
Operate and control mainframe computer systems. Served as the Project Manager for National
Accounts that utilized the Call Center for temporary guard service request.
Managing the effectiveness of the company's Operating Environment (SOE) for end users
Common used Softwares:
ADP
Microsoft SharePoint 2010 BI Solution Stack
Microsoft Azure/Visio/Power Point/Excel
SAP Business Objects XIR2 & XIR3
EclinicalWorks9.0
Salesforce.com and Sugar CRMs
Citrix- Winteam application
Microsoft Azure/Visio/Power Point/Excel
IVR work force portal
Incident Response Training (Cyber SOC)
Attack and Penetration Security (Cyber SOC)
Experience with Oracle Business Intelligence Enterprise
Account Manager for Security request:
2008 - Crossed trained as an Account Manager to oversee our newest responsibility providing
emergency guard service for the following accounts:
Simon Properties, Goldman Sachs, H&M, Pier 1, Burlington Coat, Grainger, Ulta, Alcoa,
Ross Dress for Less and JP Morgan Chase banks, and Staples, Office Depot and Off Saks
Fifth Ave.
Build Client List, identify target accounts and segment by territory and business sector
Create Accounts in Saleforce.com and continuous updates of contact information
Prioritize clients by propensity to buy
Sell business security technology solutions and fire protection to commercial accounts
Manage existing sales base of over 47 accounts leveraging relationships to close new business
Maximize customer satisfaction and retention by initiating post installation follow-ups
Prospect and develop new and exciting business relationships through face to face meeting and
some telemarketing and strategic networking and manage proposals
IT Project Manager:
2011 - Crossed trained as an IT Project Manager to oversee newest accusation
Andrews International located in Burbank, Ca
Create staffing project plan, select and obtain project team members
for new 24/7 Help Desk Department.
Develop Project Scope statement and PM methodologies to deliver
Obtain/define project constraints and deliverables
Guide development of project baseline plans and monitor schedule
performance
Facilitate project schedule progress reviews
Develop Risk plans and monitor risks
Develop and monitor on-going application of the project communications plan
Guide and monitor project team activities
Monitor Project Issues Resolution and Change Control Requests
Document project success for inclusion in project completion
Develop and document lessons learned documentation for project completion
Quality Assurance Technical Support Manager
2014 - Crossed trained as a Quality Assurance Technical Manager to oversee our newest
Inbound Call Center in Rio Grande Puerto Rico that has (15) associates part of another
accusation.
Develop and administer technical strategies and processes to help grow and meet U.S. Security
Associates business and customer needs.
Manage a team of technical operations analysts
Balance client team needs and work backlog for the team
Design, develop, test, and implement tools for data consumers
Maintain reports to ensure reliable performance and scalability
Troubleshoot data issues and conduct root cause analysis
Drive continuous improvement efforts in data processes
Provide leadership to direct reports ensuring priorities are established with value creation as driver.
Manage customer related metrics and support/facilitate root cause and corrective action activities with
operations and logistics teams to eliminate product quality issues.
Lead product improvement efforts including initial review of product improvement ideas and needs,
execution of product development trials, and development of process improvement initiatives.
Provide leadership and direct support to execute new product feasibility and capability trials through
management of multi-disciplinary teams.
Integrate market inspired product development initiatives (voice of the customer) with
manufacturing capabilities (voice of the process).
Involve in the testing activities for various initiatives/projects the security office
Justify, prepare, and manage the quality function budget to meet and maintain equipment, facility,
and resource requirements necessary to meet product capacity requirements.
Manage the daily activities of each reporting department as determined necessary, to ensure
adequate and efficient product support to meet the business plan while serving as an advocate or
and mentor of the companys quality philosophy and principles instituting and reviewing P&L
managing for the office.
Ensure that the company wide training program is adequate
Ensure the development corporate security related procedures, implementation, and
management of an effective and cost effective quality audit program of all managed areas
instituting and reviewing P&L managing for the office. Responsible for managing over 10m in P&L
responsibilities.
MCI WorldCom Sandy Springs, GA 1995 to 1998
Sales Associate
Provided excellent customer service to our clients
Responsible for selling WorldCom Telecommunications products
Consistently meet sales and customer service performance target goals
Exceed monthly revenue goals through acquiring new customer accounts, maximizing existing
customers accounts to identify revenue opportunities, and excelling in quality metrics.
Participate in marketing efforts to solicit new business, including but not limited to outbound calling,
community involvement, outreach programs, and promoting the brand inside and outside
Provided training to new associates
Go-to person for new customer service operators with particularly challenging calls as one of the
companys primary mentors - trainers of both new and established employees.
Resolved customer complaints by identifying problems and taking appropriate corrective action
resulted in a 50% increase in the departments efficiency.
Poland Springs, Atlanta, Ga 1993 to 1995
Supply Chain Supervisor
Responsible for the setup, scheduling, and work direction of assigned personnel. Recommend
employment, termination, pay evaluation, discipline, etc. of assigned employees. Motivate, lead and
direct continuous improvement efforts.
Plans, organizes, and schedule production to meet customer needs. Identify supply shortages and
proactively manages production changes. Achieve plant goals in efficiency, safety, capacity,
productivity, cost control and quality.
Prioritize work within the timelines of DS Services of America, management team and individual
employees.
Maintain safe and productive environment. Responsible for plant safety, quality, efficiency, and
sanitation. Work with safety committee to develop, implement, train, and enforce safety policies and
procedures.
Promote safety and ensures all company policies are adhered to complying with OSHA and company
guidelines. Maintain positive relationships with regulatory agencies and assure compliance.
Provide analysis and recommendations to management on all matters relative to the operation of
area of responsibility. Update and prepare reports regarding production information. Analyze date to
develop strategic plans for improvement. Responsible for the administration and management of all
phases of respective production line. Troubleshoot and solve production inefficiencies and minimize
down time. Handle all employee relations issues in a fair and consistent manner, work closely with
Human Resources to ensure all company standards are maintained.
EDUCATION
BA, Hotel Business Marketing, Minor in Culinary Arts, Johnson & Wales University, Providence, RI 1992
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