Experiences at SBC Telecommunications

- Assisted in managing, coaching and development of 105 sales representatives in call center environment.
- Developed and implemented training courses for new recruits and seasoned representatives -- speeding profitability.

- Worked in 24x7 call center environment managing the performance of staff of 18-25 employees
- Supervised the day-to-day activities of staff to ensure service levels and quality goals were met.
- Ensured methods and procedures were understood and followed through training and evaluation of performance.
- Interfaced with other company managers, staff and departments to establish training matrix for each employee on my team.
- Identified and developed high potential employees.
- Ensured that customers were quickly served and provided exceptional customer service.
- Maintained regulatory service level requirements of Public Utilities Commissions of five states (IL, IN, MI, OH and WI).
- Handled customer escalations and executive appeals.
- Interfaced with multiple business units and various network departments to resolve customer service problems.
- Utilized organizational and project management skills to implement various employee morale and sales programs thus increasing departmental sales from $435 thousand to $2 million...

- Managed the force and load responsibilities of a 24x7 call center to ensure all customer and regulatory requirements were met.
- Prepared and analyzed forecast reports to determine necessary real-time headcount needed on an hourly/daily/weekly basis to ensure customers were served quickly and multiple states public utilities commissions' requirements were met.
- Utilized strong analytical skills to prepare schedules for the center's 278 non-management employees.
- Tracked and managed excused and non-excused attendance issues, as well as, annual vacations and other allotted contractual off time for the center's non-management employees....

- Increased employees productivity and quality, in a 24x7 call center environment, by servicing as a technical advisor, trainer and as a knowledgeable resource for both the non-management and management staff.
- Developed and delivered initial and continuous training for non-management employees in telephone etiquette, dealing with difficult and irate customers, conflict resolutions, etc.
- Developed and delivered initial and continuous training for management employees in creative leadership, time-management, performance management, etc.
- Managed and effectively balanced the force and load responsibilities with the training needs of a 24x7 call center to ensure all customer and regulatory requirements/standards were met....

- Managed and provided leadership to a team of 8-17 managers,
- Tracked and analyzed all center, manager and individual results, and produced detailed reports of these results
- Developed established and effectively managed operational plans in an ever-changing 24x7-call center environment.
- Achieved quality, service and budget objectives by executing and continually improving upon established process and procedures.
- Coordinated local management efforts to drive results and achieved 1st place standing out of 3 call centers.
- Utilized multi-tasking and project management skills to monitor and manage the performance of multiple teams and projects on a real-time basis.
- Identified and created performance improvement plans to improve performance gaps in both critical and non-critical areas
- Interfaced with performance managers, training and development managers and union to establish training programs for both management and non-management employees....