Benjamin Liam Email & Phone Number

Arizona, United States

Tempe, Arizona, United States

Tempe, Arizona, United States

San Francisco, Ca, United States

Manage data collection processes and report requirements for all contracts and grants across programs.Create and implement Staff training program to improve supervisory skill set (i.e. Verbal and Non-Verbal Communication, Coaching and Feedback, Recognition, etc.).Determine strategies and assignments relevant to inbound call distribution, outbound call scheduling, and all Call Center Service Level Agreements.Directly supervise and support 13 Staff Counselors and over 100 Volunteers, including conducting staff meetings and shift scheduling.Provide training to Staff Counselors and Volunteers to meet accreditation and grant requirements.

Scottsdale, Arizona

Lead Workforce Management teams responsible for the intraday planning, scheduling, adherence monitoring, and overall daily performance of the call centers. Produce capacity planning matrix to optimize demand and resources to meet budget and operational scaling.Identify and provide oversight and perform forecasting analysis/data mining on special business topics (Marketing ROI and optimization, fulfillment process/productivity improvements, demand forecasting, customer segmentation, etc.) and partner with internal and external areas (Finance, Implementation, Account Management, HR, etc.).Ensure forecasts and schedules are timely, accurate, and considers channel/business inputs.Act in advisory capacity to the Executive Leadership Team on strategic and tactical workload and resource planning design and implementation.Manage statistical analysis in support of integrated workload modeling (Mobile Messaging, Telephone, etc.).Foster growth and development of multiple teams and manage daily operational performance of Front-Line Managers.Drive account level operational effectiveness while continuously meeting company and client expectations.Identify opportunities and implement methods to reduce customer costs, and improve operational performance.Lead cross-functional teams supporting improvement initiatives to revamp performance, leadership skills, morale and technology solutions.Create, implement and track KPI metrics (Handle Time, Talk Time, Interactions, Speed of Answer, etc.) to ensure monthly performance goals are on target.

Hayward, California

Manage, direct and perform all necessary supervisory functions to ensure effective and efficient Transportation Teams; including recruitment, communication of responsibilities and performance goals and expectations, and accountability.Direct activities related to dispatching, routing, transportation vehicle tracking and alternative route assessment for traffic delay and vehicle breakdowns.Plan, organize and implement management of warehouse and clerical staff to ensure daily, weekly and monthly targeted KPI’s meet or exceed goals.Conduct timely and constructive employee evaluations for all supervisory and management personnel.

San Francisco Bay Area

Create operational systems, processes and best practices ensuring organizational success.Examine all financial data and provide any/all course corrections to improve profitability.Ensure all construction projects are cost effective and completed on-time.Design and implement HR policies and procedures.Establish organizational KPI's and ensure targets are met.

Pleasanton, California

Pursue all qualified prospects via cold calling and email. Track activities in our Salesforce CRM.Schedule and perform web demonstrations.Learn, understand and communicate the applications, features, added value and benefits of using Nolo.Closing deals independently as well as in collaboration with the team.Maintain a positive, professional attitude while being a team player and cooperating with all departments.Maintaining a stellar client list, and building relationships within the legal industry.

Sunnyvale, California

Motivate and develop 10 account executives to drive new revenue in the phone directory, online and mobile searches while maintaining client retention with annual billings over $4M.Formulate, recommend and implement plans to protect and increase annual company revenue.Control sales force work flow by adjusting account assignments and working with the credit team.Plan and implement campaign strategies, sales incentives, training, and canvas reviews.Analyze data to forecast sales results for the team and present to leadership.Assist in the recruiting, interviewing and account representative development for the team.

San Jose

Monitor ad performance and communicate with Media Managers, Media Consultants and Customers. Coordinate with core marketing and sales operations to lead, implement and report progress of strategies and tactics. Assist in developing strategies to meet customer lead objectives, revenue and profitability.Responsible for analyzing ad performance calls/clicks and communicate results to sales team.Utilize performance data to identify additional opportunities and discover ways ensure minimum service level is reached for customer through additional leads.2013 Objectives:30% Revenue Penetration of $28.8M assigned revenue (2012 EOY final 8.1%)2013 EOY Final: 31.3% ($9.01M)

Develop short and long-term goals that are strategically aligned with the organization’s focus, vision and needs of the Call Center.Provide leadership and development to Call Center team by organizing, developing, controlling and coordinating the day-to-day activities of exempt and non-exempt employees.Maintain records related to employee performance, attendance, schedule and compliance, as well as manage multiple units within 50 States.Ensure Call Center metrics meet and exceed business goals such as service level, abandonment rate, call quality, handle times, and sales lead generation.Responsible for the development and maintenance of an effective organization for area(s) of responsibility including: efficient workflow patterns, established performance standards, effective delineation of duties and responsibilities, appropriate supervision and systems for timely communication of pertinent information

Generate weekly and monthly reports of all new and terminated Bureau members. Calculating related loss/gain revenue averages based on monthly statistics. Reflecting an average membership of 2,000 members, $1.5 million in annual memberships.Produce correspondence, develop monthly statistical reports, distribute sales leads, coordinate and track internal sales campaigns and reports.Compile revenue statistics and tracked all information through database reports, to support revenue development by sales.

Coordinate and document requirements for launching new service products and enhancing existing products to meet customer needs showing improvement of existing products conserving $1 million annually in budgeted costs.Assist as lead liaison between Marketing, Information Systems, Operations, and all outside vendors to the implement new and/or modified processes and/or procedures for the Membership Products Division.Author detailed documentation and procedures as pertaining to various user groups within the company.Research and resolve issues relating to service product launches by understanding file format and fulfillment processing.