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Areas of Expertise
Career History and Performance
Education and Training
Computer Skills
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Khole Snipes
309 Marcasite Drive
Brentwood, TN 37001
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Khole.Snipes@comcast.net
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Home: 615-776-9876
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Dedicated customer service/call center manager with
15+ years of experience in call centers, wireless,
outsourcing management, government, and telecommunications service settings.
Consistently achieved record-high customer satisfaction rankings, improvements
to the bottom line and turnaround of underperforming operations.
Respected builder and leader of customer-focused teams-instilled a shared, enthusiastic commitment to customer/client
service as a key driver of company goal attainment. Ensured the execution of all
customer satisfaction, quality and center operations policies and key
initiatives through consistent coaching delivery. Provided
direction, motivation, and real-time coaching to direct reports and get results through others,
by enhancing their problem solving and decision making skills.
Objective: With my progressive experience in
functional staff management and consistent staff retention, I'm looking to
secure a customer/client focused leadership position leveraging strong customer
service and relationship building skills while utilizing over 15+ years of
customer service and call center experience including 7 years of overachieving
customer satisfaction results and one call/contact resolution.
Areas of Expertise
l Client Care
l Complaint Handling & Resolution
l Center Operations Management
l Vendor
Management
l Budget
Management
l Property
Management
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l Customer Satisfaction Enhancement
l Front-Line Coaching & Motivation
l Productivity
Improvement
l Leadership
Development
l Workforce
Management
l Insurance Claims
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l Teambuilding & Training
l HR Liaison
l Employee
Retention
l Strategic
Planner
l Advertisement Negotiator
l Staff Scheduling
|
Career History and Performance
Faneuil, Inc. — Nashville, TN
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11/10 to Present
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General Manager-Call Center Operations, (Contract)
Responsible for a
Multi-client 125 seat call center. Responsible for leadership of Call Center
Operations, Resource Planning, Training and Development, Leadership Development,
Business Support and Facilities functions. Overall responsibility
and direction of client services call center including center operations,
employee leadership, revenue, and expense and budget management, and community
relations.
Directed call center operations as a
liaison between clients, supervisors and call center and call center employees;
administered performance management by diagnosing improvement opportunities. Works with appropriate client Leadership team to define requirements for program enhancements
and changes.
Responsible
for continuous improvement in
Customer/Client Operations processes and systems including those that impacts
the ability to service customers, increase productivity of representatives, and
enable further insight in to the client’s customer’s experiences and their
reasons for contacting the call center.
Drove enhancement
of forward-looking reporting that provides visibility to opportunities to
improve our client’s experiences, and reasons for customer contact. Ensured relevant
reporting is shared with all clients in weekly reviews so that immediate action
can be taken relative to processes, policies, and operations; provided
leadership to the Customer Operations team, providing visibility to corporate
strategies and ensuring that the team’s perspective influences those strategies.
Conducted bi-weekly conference calls with clients
and prepared status reports/presentations. Works with clients to troubleshoot
system and program functionality issues. Analyzes data received from
client/system to troubleshoot system problems/operation.
Responsible for learning and implementing new
program process updates and integrating latest software and/or process related
initiatives into current processes. Directs the activities of project support staff and responsible
for ensuring appropriate resources are allocated and maintained to facilitate
the successful completion of the project.
Motivated teams/programs
to produce high quality, and creative work; conducted quarterly and annual
performance goals and objective reviews with the team. Ensured that the
leadership team received consistent and constructive feedback on any mutually
agreed upon performance criteria; provided feedback across all disciplines to
facilitate quality of work to the next level.
Brought resolution
to internal and cross-functional debates regarding process or method of execution;
drove administrative functions including budgets, training, annual planning.
Documented and published job descriptions for all Associates within the
Customer Service team; proactively developed/recruited team members to meet
future needs of the business.
Notable Contributions:
Enhanced
Client Satisfaction
l Successfully launched and
managed 100 seat call center within 30 days of the initial contractual
date. Effectively
increased Unemployment Insurance Tier I helpdesk support group from 10 FTE’s to
75 FTEs.
l Successfully
launched, recruited, hired and trained 80 employees for an Insurance client
that needed support for 32 insurance programs within 72 hours of initial
notification of the awarded contract date; that included Property, Auto,
Worker’s Compensation
l Established
higher call center standards by redesigning employee performance score cards to
capture essential qualities of high-level client service for all programs.
l Strengthened service
development program by integrating strong mentoring/ coaching elements into TDLWD
program employee
trainings. Also developed supervisor weekly coaching observation process.
l In the
last 12-months maintained
monthly absenteeism under 2% and 5% attrition
l Maintained Quarterly call
abandonment rate under 4.0%.
l Reduced claimants/customer call
backs from 70% to 15.86% within 6 month timeframe.
l Average Speed to answer improvement
from 772 seconds to 17 seconds against a post implementation target of 180
seconds.
l Improved Call Quality from
85.91% to 98.27% against a target goal of 90% call accuracy.
l Established Leadership
Competencies Reviews with site leadership to enhance and leverage productivity and to
build bench strength.
l Developed and subsequently implemented new
projects, policies and procedures for the department(s) to meet specific goals.
l Formulated and implements procedures on
operational processes; ensured operations' effective achievement of objectives.
l Prepared related reports and audited
procedures to monitor efficiency of operations.
l Ensured that business practices were
performed in accordance with company policy, TDLWD-client policy, procedure and applicable federal, state,
and local laws and regulations.
l Selected, developed, and evaluated
personnel ensuring efficient operation of the function.
Coram Deo Management Consulting Group — Brentwood, TN
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1/10 to Present
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Owner
Responsible for the launch and responsibility
for strategic planning, local expansion and saturation, revenue growth, and new
funding while working closely with top gospel music industry leaders and
management in the United States; led development of non-traditional , urban,
and commercial marketing techniques to deliver the client’s brand into the
hearts and minds of the targeted demographic.
Developed and
executed marketing and promotional plans, lead project management and new
product implementation initiatives. Develop and manage marketing collaterals,
newsletters, direct mail pieces. in serving and meeting the marketing and promotions needs
in Entertainment, Performing Arts, Ministry and Small Business.
Notable Contributions:
·
Created one stop shop for imaging,
promotions, marketing, artist development, and event planning and brand
identity.
·
Provided multiple levels of consulting
depending on the specific needs of the client, including Project Management, marketing
plan development and one-on-one consultations.
·
Provided General Consulting and overall
Campaign Management for "start-up" ventures, product releases and
ongoing oversight of the day to day operations of the artist. This can also be
inclusive of A&R, artist development, record production consultation,
artist management, independent marketing & promotion services, radio
promotion, and street promotion
T-Mobile, USA — Nashville, TN
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12/02 to 05/09
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Customer Care Center Manager, 8/04 to 5/09
Customer Service Coach, 12/02 to 8/04
Directed and developed call center
Supervisors by providing them with direction, support and career
development. Demonstrated innovation by
enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the
performance of customer service representatives including all issues and
opportunities involving operational activities and service. Managed the daily
activities of the call center operation including
call center productivity, predicted customer contact volume and provide
staffing and schedule volumes accordingly; call monitoring, scheduling
and call volume forecasting including also analyzed and monitored real-time
service level and staffing, making adjustments as necessary; accountable for issues requiring escalation
from their direct and indirect reports. Developed succession planning
strategies as well as selected and hired employees at
every level. Conducted
investigations and recommended solutions regarding customer complaints,
allegations, employee misconduct, and concerns. Trained and
coached leaders to enhance their performance, development, and work product;
addressed performance issues and made recommendations for personnel actions.
Motivated and rewarded employees including providing performance reviews,
salary increases, bonuses and promotions within allocated budgets and company
guidelines; provided timely performance and culture-fit feedback while
identifying opportunities for growth and learning. Leveraged diversity, and focused on building trusting
relationships to meet the current and future needs of the customer service team
and the organization.
Notable Contributions:
Received
several “Service Excellence Award” for instrumental role in driving record-high
performance increases, propelling site performance to improve ranking from #24
in nation to #5 by 2008, by de eloping strategic plans and then monitoring
tactical plans to ensure performance targets were exceed expectations.
l Reduced staff turnover by 34%
in 2008, benchmarking a record-setting improvement in staff retention due to
the success of employee-development and morale-building programs.
l Improved
productivity of all Center employees by defining, measuring, analyzing, improving,
and controlling key metrics through coaching and fostering a
productive, positive environment, effective communication, making all employees
feel respected, enabled, and supported to provide excellent customer service.
l Increased the centers
productivity amongst T-Mobile’s 24 call centers from 78% to 97% in 2008.
l Selected to participate and
complete T-Mobile’s Retail Management Certification Program.
l Ensured the swift resolution of
customer issues to preserve customer loyalty while complying with company
policies. Reduced interval resolution effectiveness from 21% to 12.72% within
in Q1 2009
l Represented the site in various
cross-functional meetings and projects including communicating with the
directors of quality, resource planning and methods and procedures regarding
team operations such as workflow, services, employee development plans and
activities.
l Served on special taskforce charged
with turning around under-performing coaches and teams. Trained CSRs, senior
representatives, coaches and managers within the site, and contributed to significant
improvements in customer satisfaction and productivity.
l Served as Project Manager of
Open Enrollment Benefits Drive that included desktop training, hands on
assistance and created a “war room” for employee to come to get counseling on
the best benefit options to fit their needs.
l Managed
the daily activities of the call center operation including call center
productivity, call monitoring, scheduling and call volume forecasting
l Enhanced
the efficiency, effectiveness, and quality of work flow through strong
coordination and communication across multiple departments
l Assessed Team and Individual
effectiveness through the use and analysis of available reports and data
l In the absence of Associate
Director assumed duties and responsibilities which entailed site support
national cross-functional teams and site management.
Safeco FIS. — Nashville, TN
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07/02 to 12/02
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Client Care Operations Manager, 07/02 to 12/02
Complete oversight for a full-service Third
Party Client site. Directed 100 employees and managed budgeting, productivity,
vendor relations and cost controls. Maintained effective client relationships
and complied with banking regulatory guidelines. Trained, motivated and coached
the Call Center Supervisors on the essential skills needed to coach, motivate
and develop each team member to success. Directed and managed regionally based full time and
contractor service staff to ensure customer satisfaction and renewals while
profitably managing the post sale customer experience. Ultimately responsible
for, but not limited to, managing regional service staff, providing project
management and training as needed, identifying and working with critical and
key accounts, ensuring quality of service staff and standardization, and
achieving and delivering on service expectations.
Notable Contributions:
l Introduced training programs
that enhanced employee performance and client relationship and helped build a
motivated workforce.
l Identified
trends and benchmarks or areas for improvement to assure that the best
practices and guidelines are employed
l Organized, coordinated and
supervised the Customer Service Department.
Created, reviewed and explained policies, forms, procedures, operating
methods and techniques.
l Communicated effectively with
key clients and customers through both written and oral methods.
l Reviewed and approved all
incoming client invoices regarding material and supplies
l Prepared and maintained
statistical data for reporting purposes relevant to job effectiveness and
future projections. Prepared and conducted performance evaluations.
l Maintaining effective working
relationships with clients including weekly and monthly conference calls.
Working directly with customers/clients
to create better understanding of processes and procedures to improve service
expectations
l Advised corporate office of
department operational status. Constantly analyzed the barriers that may affect
department performance and made adjustments immediately.
l Handled financial results on a
monthly and annual basis for the department including budget revisions and
planning.
l Identify
employees in jeopardy of termination due to performance levels and recommend/implement
solutions.
Maximus, Inc. — Nashville, TN
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3/00 to 6/02
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Operations Supervisor, 3/00 to 6/02
Directed total staff of 150 government
contracted employees for State of TN Child Support Enforcement. Managed cost
controls by upholding service level agreements and compliance. Assisted in
managing Call Center budget and understanding the impact of decisions and
actions based on the overall company financial performance.
Notable Contributions:
l Managed human resource duties
and staffing processes as well as manage day-to-day workflow, training and
quality review for team
l Maintained and monitored
telephone system, console, and related computer systems and report and adjusts
staff schedules and assignments as appropriate. Worked with Operations Manager
to establish goals and to monitor individual and team performance.
l Enforced and maintained
confidentiality and security of case information
l Supervised customer service
representatives, team leads and team Assistants within the call center.
l Monitored and analyzed
activities of the various teams in the call center.
l Monitored productivity
including calls per hour, handle time and quality assurance
l Communicated with external clients
regarding new and existing state policies and changes to current processes ensuring
a high level of customer service and productivity.
l Provided leadership and
guidance to team staff regarding policy and procedure, and handling difficult
customers. Responded to extremely difficult and politically sensitive
inquiries.
l Accessed system data, including
Tennessee Child Support Enforcement System (TCSES), Tennessee Clearinghouse
(Employment, Birth Verification, Social Security Information) System, Tennessee
ACCENT (IV-A/Families First Info) System, Electronic Parent Locator Network and
appropriate internet resources to obtain relevant case information
l Actively managed staffing
levels to ensure appropriate staffing levels necessary to meet or exceed
customer expectations and the terms of the clients contact.
Primestar Satellite Services. —
Mayfield, KY
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6/94 to 4/99
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Call
Center Operations Manager, 6/97 to 4/99
Previous
Positions: CSR, Team Lead, Supervisor, Collections Supervisor, 6/94 to 9/97
Advanced to increasingly responsible
positions culminating in a management role which included the oversight
for a full-service 350 seat call center; Responsibilities included overall
quality, productivity and service levels. Ensured that the Quality Assurance
Department quickly and accurately identified and analyzed call-processing
problems and ensured actions were implemented to address problems. Coached Leaders on the appropriate and
corrective actions necessary to improve ineffective behaviors and performances;
Coordinated exit interviews and grievance procedures Administered
and authored incentives and continuing education training.
Notable Contributions:
l Transformed operation that
failed to meet budget projections for 3 straight quarters in 1993 to achieve or
exceed a forecasted budget by $159K+ within one year. Met or exceeded all sales
and add-on targets.
l Introduced training programs
that enhanced employee performance and helped build a motivated workforce.
l Responsible for creating and
maintaining high quality work environment for all employees. Responsible for
site's expenses, budget and revenue.
l Maintained strong relationship
by responding to external inquires and problems by working with Account
Management, the subscriber and client.
l Monitored and controlled the
effective administration and implementation of company policies and procedures.
l Prepared on a daily basis the
company deposits and communicated the depositing amounts to the national
office. Prepared weekly balance of deposit listings to be forwarded to the
corporate office.
l Also prepared invoices for
payment and preparing financial reports. Corresponding daily with vendors,
completing reports, and matching invoices. (A/P-A/R work).
l Responsible for the arranging any off-site
company functions and travel arrangements.
l Maintained successful site
partnerships with vendors (HBO, Showtime...etc.)
Education and Training
Arkansas State University —
Jonesboro, AR
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8/89 to 5/90
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Earned 28 credits; concentration
in business studies
Nashville State Community
College — Nashville, TN
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Present
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B.S. Degree expected to be
conferred 2013 in Organizational Mgmt. & Human Resources
Training: Completed numerous courses and seminars in customer service, employee
commitment, time management, leadership, Leadership Competencies, Building
effective teams and performance assessment.
Computer Skills
Real-time Productivity Software
Experience:
Experience with Cisco, Crystal Reporting, IEX,
Avaya CenterVu, Real-Time Adherence, Blue Pumpkin, ACD
(Automatic Call Distribution)
and Skills-Based Routing. Proficiency using Excel®, PowerPoint ®,
Instant Messenger®, Word®, Visio®, Outlook®, internet explorer,
Windows SharePoint Services and other
Microsoft tools.
Call Observation Software
Experience
with Remedy Intelligence Solutions, Ultra-Verint and Click to Coach monitoring solutions;
VoIP - Voice over Internet Protocol, Zoom Quality Management Suite.
Client-Based
Software
Experience with State of Tennessee systems
TCSES and ESCOT; a client owned system- MAXSTAR and CSG Cable Systems. CCRA
reporting, QEC, and Faneuil Enterprise Reporting Portal
Telephonic Software
Experience with CISCO Systems, Meridian and
BCMS Telephony systems and lucent software-IP Agent
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