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Click here or scroll down to respond to this candidateCandidate's Name
PHONE NUMBER AVAILABLE EMAIL AVAILABLEHighly experienced contact center subject mater expert and distnguished call center strategist with a reputaton for rolling-up sleeves and improving opertonal performance, quality of service, and employee engagement. Technology curious call center expert with deep technological expertse in several mainstream telephony systems including RingCentral, 8X8, Nice-inContact, Lucent, Avaya, Cisco, eWFM, IEX, NICE Witness, I3, and MS Ofce Suite of products. A collaboratve, humble result oriented leader with a proven track record of delivering immediate value-based results by building high performing teams that thrive in an environment focused on improving: operatonal workfows, customer satsfacton, proftability and efciency. EDUCATIONA.S.E.E. Computer / Electronics Engineering and Technology, CUNY-Queensborough AREAS OF EXPERTISE Customer Experience Management Operatons Management Team Relatonship Building Performance Coaching Strategic Budget Planning Forecastng and Capacity Planning IVR Skill Based Routng Techniques Project Management Performance Reportng Telephony Integraton Workforce Management Quality Assurance ManagementPROFFESSIONAL AFFILIATIONSNatonal Associaton of Call Centers North American Customer Service Management Associaton ICMI: Internatonal Customer Management Insttuton CCNG Internatonal: Contact Center Network Group ACCP: Associaton of Customer Contact Professionals AGCCP: Assoc of Gov Contact Center Professionals EXPERIENCEEyeSouth PartnersAtlanta, GaCall Center Optmizaton Director February 2022 to January 2024 Headquartered in Atlanta, Georgia, EyeSouth is a premier network of integrated eye care practces located across the country. EyeSouths afliate network consists of 38 practces with over 300 doctors providing medical and surgical eye care services at over 170 locatons throughout Georgia, Texas, Louisiana, Florida, Tennessee, Ohio, Kentucky, Pennsylvania, Alabama, Illinois, North Carolina, and South Carolina. In this capacity my primary dutes included: Call center director with direct performance responsibilites for 13 decentralized mult-site call center locatons. Developed, implemented and managed complex operatonal performance management models including capacity planning, budget forecasts, call volume projectons, workload distributons and stafng analysis. Responsible for managing and monitoring front-line call center stafng, workforce management and real-tme reportng. VoIP phone and legacy phone system administrator for 65 individual afliates across 170 standalone locatons. Project management oversight for all newly added afliate practces transitoning from legacy based phone systems over to RingCentral's VoIP platorm. Developed, implemented and managed strategic IVR initatves with centralized single point of contact Break-Fix responsibilites across multple phone systems (RingCentral, 8X8, Nice-inContact, Avaya, Cisco, SureTel). Implemented Skill based routng practces to maximize revenue gains while delivering optmal call handling practces. Developed quality management assurance programs and delivered front-line customer service training programs to ensure exceptonal patent experiences.F. Freitas EMAIL AVAILABLE PHONE NUMBER AVAILABLE The Valla Group, Inc.Scotsdale, AZ Boston, MADirector, Consultng Services January 2018 to February 2022 The Valla Group, Inc. is a private for-proft corporaton, headquartered in Scotsdale and Boston. It provides business consultng services to healthcare, fnance, and hospitality sectors. Small Business Associaton certfed and Beter Business Bureau accredited boutque consultng frm. Clients include: Fidelity Investments, ING Group America and Internatonal, Harvard Pilgrim Health Care Boston, Mayo Clinic Rochester, Cedars-Sinai Los Angeles, Kitchell Corporaton Arizona, and Cushman & Wakefeld, GoDaddy, Impulse Response Group, MCI WorldCom Wireless, Prudental Financial, and DHL Logistcs. Strategic and operatonal ownership of service line performance within the Call Center, workforce management sector, customer experience, and workfow logistcs development. Demonstrated expertse across healthcare, fnance, and hospitality sectors. Developed and implemented budgets, recruitment strategies, operatonal policies, employee educaton programs, performance competency management, and emerging business critcal objectves. Delivered quality program initatves resultng in employee engagement and cost-efectve operatons. Created key performance indicators along with employee reward and recogniton programs, managed metrics to inspire a virtual and onsite team of consultants/contractors to deliver exceptonal customer service. RedFlex Trafc SystemsPhoenix, AZRegional Manager, Client Services / Call Center (Northeast U.S.) December 2012 to January 2018 RedFlex is a technology innovator headquartered in Australia, and with a global presence in the U.S., Europe, Asia, and the Middle East. With a core business vision to create technological solutons to improve road safety, efciency and mobility. Customers include police and law enforcement, motorway authorites and state / local government leaders. Responsible for the strategic, fnancial, and operatonal ownership of 24 U.S. accounts. Created and nurtured ongoing business relatonships with Federal Government Ofcials, State Legislators, City Councils, and City Mayors. Prioritzed and directed feld service technicians, constructon personnel, IT and Sofware Development eforts to ensure equipment up-tme and drive program success. Full responsibility for personnel performance within business critcal areas; informaton technology, sof / hardware development, database integrity, service level agreements / contracts, and reconciliaton of escalated evidence. CIGNA CorporatonPhoenix, ArizonaDirector, Customer Service Contact Center December 2008 to March 2012 CIGNA is a for-proft global health service company with 95 million customers around the world and more than 40,000 employees worldwide. Responsible for over 400 employees and 15 supervisors within the Phoenix based contact center- Prepared and managed annual budgets totaling $8 million across fve separate cost centers. Provided 24/7 call center support for an expansive network plans, member enrollment, claims adjudicaton and appeals. Direct oversight responsibility of patent utlizaton, case management, provider contractng, actuarial services, nurse triage, analytcs, business intelligence, quality and compliance. Re-engineered our telephonic workfows and routng principles to increase call-handling efciencies without adding to staf and Introduced three new lines of business with a zero net impact to stafng or budgetary costs. Established and monitored stafng plans, quality assurance acton plans and performance improvement strategies necessary to deliver optmal performance. Developed complex operatonal performance and expense management models including capacity planning, budget forecasts, call volume projectons, workload distributons and stafng analysis. F. Freitas EMAIL AVAILABLE PHONE NUMBER AVAILABLE/pre> |
