Alex Roeder Email & Phone Number

Tampa, Florida, United States

• Hired, trained and stabilized a team of 30 representatives that provided Order Processing, Claims and General Customer Service for the $90 million revenue organization via Emails, Phones and Web Support channels. While building this team, I spearheaded the relocation of our corporate office from Chicago to Tampa while providing seamless support during the transition to every level of the business.• Institutionalized key business metrics such as Lines Per Hour and Order Velocity for the… Show more • Hired, trained and stabilized a team of 30 representatives that provided Order Processing, Claims and General Customer Service for the $90 million revenue organization via Emails, Phones and Web Support channels. While building this team, I spearheaded the relocation of our corporate office from Chicago to Tampa while providing seamless support during the transition to every level of the business.• Institutionalized key business metrics such as Lines Per Hour and Order Velocity for the Order Processing Team, Validity and Net Gain/Loss for the Claims Team and Response Times and Quality Expectations for the General Customer Service Team where previously none of these metrics were available or tracked to help drive business decisions.• Implemented a variety of technology enhancements to help drive improvement such as Zendesk, a ticketing system to replace utilizing mailboxes in Outlook; Esker, an automated order processing system which improved our processing by 250%; As well as a variety of code changes to our ERP software, Dynamics AX.• Partnered regularly with the Commercial/Sales Team and all the Supply Chain Managers to ensure their goals, such as OTIF and Expedites, aligned with the ultimate goal of having a World Class Customer Experience from placing their order, through post-delivery. Show less

• Strategized long-term planning including staffing needs, equipment needs, time off allotments and supervisor alignments. As well as forecasting KPI’s and the impact upcoming initiatives would have on staffing needs and KPI’s. This included tracking economic and sale trends and forecasting the impact they would have on the business.• Initiated and executed a new business plan that led to saving 12 million dollars for Ashley annually by creating a partnership with a BPO partner that allowed… Show more • Strategized long-term planning including staffing needs, equipment needs, time off allotments and supervisor alignments. As well as forecasting KPI’s and the impact upcoming initiatives would have on staffing needs and KPI’s. This included tracking economic and sale trends and forecasting the impact they would have on the business.• Initiated and executed a new business plan that led to saving 12 million dollars for Ashley annually by creating a partnership with a BPO partner that allowed for enhanced efficiencies at a lower cost. Was a key stakeholder on the project from start to finish and the main point of contact throughout for information gathering and evaluating as well as negotiating price and details of SOW and MSA.• Improved all Workforce functionality by implementing a WFM system where previously tasks were being completed manually in Excel. With these improved efficiencies, I was able to expand the scope of the workforce team to go beyond the contact center and become a multi-site Network Operations Center. Show less

• Led a team of Real-Time Analysis to support the contact center, evaluate call queue priorities, skill attributes, call flows and optimize staffing to peak times to uphold customer satisfaction. Also, managed this team to maintain the site wide schedules of all hourly employees (over 850 agents) and identifying/reporting agents not adhering to their schedule.• Partnered with all areas of the contact center, such as HR, to own the site wide PTO process and approvals, ADA and FMLA approvals,… Show more • Led a team of Real-Time Analysis to support the contact center, evaluate call queue priorities, skill attributes, call flows and optimize staffing to peak times to uphold customer satisfaction. Also, managed this team to maintain the site wide schedules of all hourly employees (over 850 agents) and identifying/reporting agents not adhering to their schedule.• Partnered with all areas of the contact center, such as HR, to own the site wide PTO process and approvals, ADA and FMLA approvals, badge access and audit weekly shift differentials, job titles, work schedules and shift codes; Training to coordinate onboarding, hiring dates and class size and conversion classes; and Operations to create reports, tools and automation to streamline their lines of business.• Provided Ad Hoc reporting to help leadership answer critical business questions immediately by creating autonomous reports, without the need to wait for standard analysis with the help of real-time data and dynamic dashboards. Show less

• Provided guidance, coaching and support to a team of 30 Customer Care Representatives, assisting them with challenging customer situations and escalated issues. Provided feedback and support in a variety of ways including team meetings, small groups or one-on-one to continually develop their skills, build their confidence and empower them to make decision.• Maintained payroll, training plans and corrective action to help improve call quality and overall customer experience.• Created… Show more • Provided guidance, coaching and support to a team of 30 Customer Care Representatives, assisting them with challenging customer situations and escalated issues. Provided feedback and support in a variety of ways including team meetings, small groups or one-on-one to continually develop their skills, build their confidence and empower them to make decision.• Maintained payroll, training plans and corrective action to help improve call quality and overall customer experience.• Created team and individual based reports to help track KPI performances for the entire department to utilize. Show less

Tampa/St. Petersburg, Florida Area

• Managed both the scheduling and real-time departments that were responsible for 600 employees across the 40 different queues• Produced reports to evaluate performance, adjust strategies and improve revenue analysis.• Balanced client and company directions while being a POC for the Alorica site director and our client’s corporate office

Tampa/St. Petersburg, Florida Area

• Developed and mentored a team of 30 representatives and 2 team coaches to exceed client and organizational goals on inbound and outbound calls (AHT, Call Quality, ABS, Customer Surveys)• Maintained payroll, training plans, interviewing, and disciplinary actions for the team• Created weekly coaching plans to improve call quality for each representative• Assisted customers who would request to speak with a manager

Tampa/St. Petersburg, Florida Area

• Assisted customers via inbound and outbound calls with claim situations involving damaged or missing items• Reached out to internal departments and third parties to assist with the claims process• Regularly chosen by leadership to coach other Claims Representatives by answering their questions and take escalated calls

Associate Of Arts (Aa), Business Administration And Management, General

GPA: 3.8 Dean's List all 4 semesters

High School Diploma, Mathematics

GPA: 4.4 Graduated with Honors Recipient of Bright Future Scholarship