Baer Bradford Email & Phone Number

Tennessee, United States

Johnson City, Tennessee Area

Project manager for request for proposal, statement of work preparation/maintenance & new site/location launchLead six reporting, trending & auditing staff members across three sites to report on operations for all AT&T projects at ACT encompassing 2000+ employeesDeveloped and maintained daily/weekly/monthly scorecards for three different AT&T projects including weighted metrics to hold entire programs accountable from agent to director levelAudit invoices and produce projections for BOM and EOMIncreased production of quality assurance agents by 150% in order to meet service level agreement of AT&T, without increasing staffingPrepared and presented reports on sales and quality operations to Director and VP for staffing decisions of agents and supervisorsSuccessfully supervise ninety quality agents across three sites including bilingual staffing at two Arizona sites including implementing a timesheet request tool in order to track and prevent timesheet fraudMaintaining great relationship with training, operations and HR staff to assist in performance improvement planning of employeesDetermined cost saving measures to reduce staffing by 50% for sales verification team by removing redundant processes and developing SharePoint site with processes & procedures while reducing client audit fails in outbound sales departmentSetup automated email escalation system using preexisting SharePoint site which avoided the need to reprogram quality database and tied escalations back to preexisting reportingLead on preparation of year end business reviews for two projectsReceived lateral promotion from sales floor supervisor to quality supervisor within first three month at ACTReceived vertical promotion to Performance Manager in under three years

Successfully put clients at ease in a face to face environment while also accurately completing tax preparationTake incoming and make outgoing customer contacts via telephoneCompletion of three course Tax Prepartion training school

Manage operations support team working inbound and outbound mail, fax and electronic messaging queues while establishing new and refining prior processes for Citi customer incentive programs and retail private label client inquiriesEstablished new team of agents to handle processing of accounts with multiple contacts regarding the same issue, followed up with reporting to determine root causes of multiple contacts and made corrections to procedures accordinglyEstablish and define projects for agents exceeding results in order to generate "buy in" and establish moraleWorked nights and weekends consistently over a three year period managing agents with varying schedules while still providing consistent coaching and supportMeasured AHT of agents on different computer types and proved a cost savings would be provided by upgrading to standard platform, standard platform was implemented as a direct resultDrive new transitional agents to meet Availability, AHT, Quality and low Transfers in order to assist in meeting call center accessibility needs

Manage treasury team working inbound and outbound queues and incoming mail and faxes while establishing new and refining prior processes for autopay, bankruptcy, deposit, and NSF reportsEstablishment of two new teams over a four month period including the transition of an inbound team to a specialty outbound group handling sensitive post Cingular Wireless/AT&T Wireless merger accountsDrive new transitional agents to meet Availability, AHT and low Transfers in order to assist in meeting call center accessibility needsEstablish and define projects for agents meeting results in order to generate "buy in" and establish moraleLeader InternAssist in training and taking escalations from transition teams on inbound and outbound in order to create consistent customer serviceMaintain spreadsheet and supervised processes to produce Protocol Audit report for presentation to Cingular Wireless VPs resulting in Revenue Intensity and consistency of credits issuedCreate and maintain templates used by Leader Interns to generate Charge Off Report used by VPs to determine cause of increased Aging and fraud; these templates reduced time taken to generate report by halfFederal Government Collections RepresentativeEfficiently handle federal government accounts requiring detailed billing explanations, payment analysis, plan changes and tracking per timelineUnderstand needs of the business and importance of timeline compliance in order to avoid bad debt and churnOutbound Collections RepresentativeConsistently maintain follow-ups with customers with ongoing issues such as credits pending from other centers and/or service issues that have caused their accounts to fall into collections, often resolving the issue immediately to avoid further customer frustrationTop collector on David Burke's team in February and March 2004Maintain organized record of Credit Authorization Forms, daily/monthly collection records, and adherence changes to streamline personal duties

Provide product and service information relating to high speed internet access and television serviceComplete essential tasks during billing software conversion including documentation, training and monetary trackingSolicit orders and exceed sales quota on sales gateResolve product or service issues; maintain customer accounts and arrange installation or service datesCompletion of two NCTI courses on Excellence in Customer Service

Troubleshoot and repair of staff, faculty and lab computers, networks, and printers; hardware and software installation and repairDesign and maintenance of departmental web pagesProvide customer service for Dialup ISP call centerManage two labs consisting of Apple Macintoshes and Gateway PCsSecretarial duties for members of LAN and Desktop Support

Mba, Business, 3.57

B.A., Creative Writing, 3.45

Activities and Societies: Graduated Member University Honors Program Member Phi Eta Sigma Honor Society

3.92

Activities and Societies: Chief Editor of School Literary Magazine President of Vocational Industrial Clubs of America Vice President.

Doctor Of Management, Information Systems And Technology; Pending Thesis, 4.0