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Click here or scroll down to respond to this candidateFREDERICK, MD/ BUFFALO, NYPHONE PHONE NUMBER AVAILABLE E-MAIL EMAIL AVAILABLECandidate's Name
KEY PROFICIENCIESTwenty+ years experience directing and managing Call Center, Customer Care, Quality Assurance and Membership operations. Providing input and leadership to plan, design, develop, and test Operations Center operations to include: Concept of Operations, Staffing Plan, Training, Knowledge and Service Management.Specialized Experience:Directing and leading staff by planning, organizing, and coordinating workloads and evaluating performance standards.Developing recommendations for improving the efficiency of operational programs, Human Resources and tracking performance.Analyzing and evaluating issues/problems related to office operations/policies/procedures and contributes to the development of major policies within senior leadership.WORK EXPERIENCERekor Systems Columbia, MD March 2022- March 2023Senior Director of Global and Technical Support- (Fulltime 40+ hrs.)Provided leadership and guidance to a large and geographically dispersed team as well as a physical cell center.Lead the direction and prioritization of all tasks and activities related to standing up call centers, programs and onboarding new workloads.oThis also included planning, development, and delivery of contractual requirements, directing IT staff, vendor management, staff resources, and ensuring that project outcomes were delivered timely and consistently with quality and proficiency.Established center of excellence for a unified Rekor-wide customer and technical support team, cross-functional processes, and technologies that deliver continuously improving KPIs and Customer Satisfaction.Provided internal and external client assessment, process, tech performance across Public Safety and Transportation Management groups and subsequent groups.Proposed organizational structures to include Urban Mobility, innovative programs and staff according to outcome.Met and exceeded client Response, Resolution and Issue based SLAs.Lead, developed and mentored the management teams and employees in the Customer Care, Processing and Program Management, Help Desk Tier 1, 2 & 3, Engineering, and contracted IT resources/partners.Conducted employee relations investigations, analyzed organizational issues, and worked in partnership with HR leadership to develop and execute plans to address problem areas.Provided day-to-day performance management guidance to line management (e.g., coaching, counseling, career development, disciplinary actions).Supported the development and maintenance of company handbook, HR policies, and processes to ensure compliance with Rekor controls as well as state and federal employment laws.Developed key metrics for measuring the effectiveness of Human Capital initiatives.Managed employee surveys (new hire, exit interviews, etc.), onboarding and offboarding processes and administration.Collaborated with recruiting and managers on compensation-related discussions for current and potential employees.Managed affirmative action reporting and related requirements.Maintained data integrity and documentation in personnel files and core HR systems through pro-active means (audits, testing, etc.) and drive activities around compliance.Reviewed, processed, and approved employment actions in the Rekors HRIS.Collaborated with the Director of HR on cyclical HR processes such as compensation and performance reviews.Provided support on special projects and system implementations.Drove continuous improvement and championed positive change to implement industry best practices, strategies and processes for service delivery and functions under the departments purview.Leveraged data and customer feedback for reporting and collaboration across all business units of the Customer Care and Operations departments.Managed monitoring revenue assurance data on a regular basis and provided reports to the COO and Executive Board as required.Provided oversight for day-to-day customer care operations including billing, collections, camera reading, camera maintenance and replacements, customer call center operations, emergency command center operations and customer care escalations.Department of Employment Services Washington, DC 2021- March 2022QA Program Manager (Office of Customer Experience)- (Fulltime 40+ hrs.)Advised DOES senior management and staff on customer service and improving the customer experience.Lead the implementation and refinement of the DOESs customer service framework, systems, and strategy.Established the framework to build the DOES Customer Experience Program maturity, manages workload and resources and sets program priorities in alignment with the DOES strategy and intent.Supports and helps improve all aspects of the customer interface, from requesting work/service, to work induction and the provision of continuous high-quality feedback on work status and completion.Developed a customer experience internal infrastructure with interdisciplinary teams to address consistent, clear, and intuitive customer interactions to develop a high-quality experience.Evaluated, monitored, and measured the development and execution of solutions to improve DOES's internal and external customer experiences across critical touchpoints.Lead, and facilitated complex, cross-organization, cross-functional programs and efforts across DOES to improve understanding of customer needs, identify and assess internal customer pain points and improve the customer experience; for internal, external and visitors.Designed methods drawn from human centered design and other disciplines as appropriate to enable problem solving and effective execution of DOES strategies and improvements to operations.Developed and implements customer service best practices, including establishing standards as required.Established and maintained metrics for making decisions for improved customer experience.Conducted and/or managed periodic audits of quality requirements; Analyzes audit results to ensure appropriate quality standards and operational definitions are in place; Prepares and delivers formal audit reports.Ensured that systems/processes were developed with quality to deliver value to DOES customers and achieve the desired results, including increased productivity, effectiveness, and sustainability.Developed key metrics for measuring the effectiveness of Human Capital initiatives.Managed employee surveys (new hire, exit interviews, etc.), onboarding and offboarding processes and administration.Collaborated with recruiting and managers on compensation-related discussions for current and potential employees.Maintained data integrity and documentation in person.Served as an organizational trainer and coach/mentor on Customer Experience concepts, strategy, tools and techniques to strengthen DOES employees ability to deliver extraordinary internal and external customer service.Developed, managed, and delivered all aspects of customer deployment, value-added training, consulting and/or briefings on customer service and experience for DOES staff.The National Association for the Education of Young Children Washington, DC 2018- July 2019Manager of Customer Care- (Fulltime 40+ hrs.).Monitored and managed individual team performance, metrics, service levels, and quality to ensure customer satisfaction and ensures that resources are available to handle incoming calls, requests, and fulfillment while delivering service levels, queue management and workflow that meets or exceeds defined standards.Prepared and presents employee monthly appraisals, mid-year and annual evaluations.Coordinated with the other departments, especially the Information Technology Department, to understand systems, resolve issues, identify solutions, and to help the Association to remain current in technological improvements.Prepared documentation and performed activities related to employee onboarding, promotions, performance review tracking, internal transfers, and other employee changes.Supported other department leaders with projects and assignments as required.Assisted with developing and updating new and existing SOPs, HR policies, etc.Created, facilitated, and maintained onboarding in ADP for new employees.Developed, revised, and maintained job descriptions and postings.Assists with deployment of internal surveys, engagement and performance management cycles and ensures compliance with deadlines.Updated and chronicled IT and organization missions by completing related requirements as needed.CHEMTREC/American Chemistry Council Falls Church, VA 5/2015- 01/2018Manager of Customer Fulfillment- (Fulltime 40+ hrs.)Key Achievements: Increased department productivity by 83% in first 4 months. Created and directed new Retention department generating a new revenue stream for the association garnering 500K of prior unrecognized income. Created and restructured department to produce a highly effective team, while at the same time migrating data management and operations to a new platform.Directed customer care communication for 200K-member institute by managing a high volume of wide-ranging members, customer, and staff contacts to ensure delivery of personalized service.Provided input and leadership to plan, design, develop, and test Operations Center operations to include: Concept of Operations, Staffing Plan, Training, Knowledge and Service ManagementCaptured upselling and cross-selling opportunities by maintaining a working knowledge of constantly updating information on products, services, events, and activities.Demonstrated organizational values in all business interactions and performance to promote an atmosphere of professionalism and excellence.Collaborated with data integrity team to ensure accuracy of business systems database, updates to online store, applicable refunds, and registration reconciliation and adjustments.Built and supported highly effective team of eight direct reports while at the same creating a retention plan and department.Created strong teams by effectively delegating tasks, providing weekly one-on-one talkback sessions, and implementing performance incentives, including satisfaction surveys and gift cards for exceptional work.Reduced number of calls requesting username and password by 50% by working with IT department to develop self-service password reset system.Consulted with a network of chemical and hazardous material experts, including chemical and emergency response specialists, public emergency services, and private contractors as well as assist with the management of shippers of hazardous materials with compliance with government regulations.Directed the review of operations systems and procedures, and recommended improvements to increase throughput and efficiency, drive down costs and improve quality.Implement necessary training, dashboards/reports and other tools required to execute the operations strategic vision.Ensured compliance with regulatory agency (DOT, SHRM, Dept. of Ed, etc.) guidelines and standards.American Association of Colleges of Osteopathic Medicine Bethesda MD 10/2009- 5/2015Manager of Application/Member Services (Call Center- Fulltime 40+ hrs.)Key Achievements: Increased team productivity by 200% in first 90 days. Improved performance of customer care team while preparing all departments to better respond to member needs by creating weekly knowledge exchange meeting involving cross-departmental Q&A presentations. Built and supported a highly effective team of direct reports while at the same time leading data management staff during significant senior leadership absences.Managed hiring and training employees; planning, assigning, and directing work; helping subordinates address day-to-day problems through coaching, monitoring, and evaluating subordinates performance; rewarding and disciplining subordinates; and addressing complaints and resolving problems.Provided input and leadership to plan, design, develop Service Readiness /Rehearsal Testing, Operational Reporting/ Dashboard, Communications Plan, Facility Design / Build Out, Business Continuity Plan, Workforce Management, Analyst Performance, Quality Management, Incident Management Plan and Case ManagementManaged and supervised the processing of application materials for transmission to colleges.Resolved system-related processing issues through communications with third party vendors.Performed and oversaw, through subordinates, all functions of member and customer services.Established short- and long-range goals to achieve the organizations membership objectives.Coordinated and procured departments $8 million budget.Served as staff liaison to member schools, staff/admissions officers, member constituency committees and oversees committee programs.Assisted other departments in identifying, creating, planning, and developing new member programs and services.Managed resource center and membership booth at the annual meeting.Oversaw telecommunication systems for enhanced reporting and tracking capabilities, monitors key performance indicators to ensure superior customer service and provides customer resolution.NRI Staffing Resources Rockville MD 11/2007- 1/2009Senior Recruiter- (Fulltime 40+ hrs.)Independently provide the full range of HR technical and subject matter expert services and guidance to senior management officials on Title 3 and Title 5 Human Resources programs, processes, and activities.Independently provide technical support and solutions to managers and supervisors on a variety of human resources management areas.Independently research HR regulations, procedures, and reference material, analyze information, select appropriate approach, and recommend proper courses of action to resolve complex HR problems or issues.Collaborated with hiring managers to develop job analysis, review position descriptions, review OPM qualification standards, and determine rating criteria for diverse types of recruitment actions.Demonstrated a familiarity and understanding of applicable HR statutes, policies, and regulations.Independently planned, initiate, and execute recruiting strategies using special recruiting authorities in the competitive service (e.g., direct hire, mid-level, senior level, delegated examining, etc.)Independently lead orientation training for new hires as needed.Provided technical assistance and solutions to problems typically referred by administrative/liaison personnel in serviced organizations.Independently managed on-boarding process of new hiresIndependently provided support in administering payroll and benefits tasks for new and existing employees.Independently maintained the HR actions workload tracker ensuring accuracy of employee case statuses for hiring of new employees.Prepared reports for HR management that may be submitted to outside agencies such as the Office of Personnel Management, Equal Employment Opportunity Commission, or Congress.First Advantage Corporation Rockville MD 8/2006- 10/2007Random Program Management Supervisor - (Fulltime 40+ hrs.)Supervised departments employees consisting of fifteen members on and off site in a call center environment.Created and maintained a work purposeful work environment that combines learning, achievement, and recognition.Identified, analyzed, developed, and recommended plans for increased productivity.Worked with executive level management to develop and implement customer support and sales policies and procedures.Developed and maintained an effective department through proper recruitment, training, scheduling, and assignment of personnel.Designed and maintained IVR applications to facilitate service for current and new product offerings.Provided training, coaching, professional development, compliance, establishing metrics and disciplinary action for employees.Provided structure, promoted teamwork, increased efficiency and productivity, and minimized the cost of doing business.Generated and distributed client reports and random drug and alcohol screenings, analyzing statistical data, quality control, assisting in compliance.Developed, implemented, and managed a regulatory strategy that assures the Company has effective systems results in compliance with all regulations and standards, and for the completeness and quality of regulatory submissions.Provided consultancy on quality- and regulatory-related issues; provided risk assessment advice to the scientific staff.Provided training and consultation for department and external personnel with client protocol and Department of Transportation regulations.Banner Life Insurance Rockville, MD 8/2003 8/2006Training Coach - (Fulltime 40+ hrs.)Quality control of training, hiring for a call center environment, and continual education of products and services. Provide training, development, and staff motivation. Perform periodic coaching, counseling, reviews, and evaluation of support personnel. Complete annual performance reviews.Managed all centralized electronic banking and online wire transfer activities. Verify and approve online wire transfer requests. Ensure daily tasks and deadlines are met. Delegates duties and/or projects as required.Supported online banking staff with analyzing and resolving application and system issues.Performed a variety of routine daily tasks; reviews reports, prepares correspondence; and participates in special department projects.Collected, reviewed, and distributed service level tracking documentation compiled from various applications.Opened/Resolved issues with vendor for support as needed.Updated procedures as processes change or software is up to date. Assist with testing of enhancements, upgrades, patches for current and new software.Created and disseminated reports as necessary.Provided analysis of incidents regarding fraud and compromised accountsProvided constant feedback from customers to operations on quality of service and online services.Duke Power Charlotte, NC 11/2000 1/2003Customer Service Representative/Trainer -(Fulltime 40+ hrs.)Lead and supervised a team of Customer Support Representatives in a fast-paced contact center environment, ensuring exceptional customer service and high conversion rates.Set performance objectives, deliver ongoing coaching and feedback, conduct performance evaluations, and implement improvement plans as needed.Coached and trained support staff to enhance their sales techniques, product knowledge, and customer service skills, ensuring a positive and personalized customer experience.Continuously analyze conversion rates, identify areas for improvement, and develop strategies to increase efficiency and effectiveness.Strategically planned personnel needs, including forecasting staffing requirements, managing shifts, and filling productivity gaps caused by staffing or demand spikes.Evaluated contact center processes and drive process changes for enhanced efficiency, implementing new tools or technologies as necessary.Analyzed financial, key performance indicators (KPIs), and productivity reports to drive operational excellence and make informed decisions.Managed escalated customer inquiries or complaints, providing timely resolutions to maintain customer satisfaction.Implemented and enforce contact center policies and procedures to ensure consistent and efficient operations, adhering to company standards.Collaborated with other departments, such as sales and customer fulfillment, to ensure smooth coordination and resolution of customer issues.Generated reports, analyzed data, and identified trends, patterns, and areas for improvement in contact center performance.Analyzed, prepared, and approved payroll data for the department.Applications and Software :MS Office, IVR/VRU, CTI, 3CX, Workforce Management, Call Reporting, Call Scripting and Routing, Monday.com, Slack, Windows, Salesforce, Abila, HireLogic, 3CX, ADP, HTML, Avaya, SQL, NetForum, Zendesk, WEBs, DOCs, Avaya IQ, Genysys, NICE, Nextiva, PeopleSoft, Freshdesk, Google Workspace, HubSpot, Charge Bee, etc. |
