Bill Heep Email & Phone Number

Denver, Co, Us

Denver, Colorado, Us

San Antonio, Texas, Us

Oversee the dialer operations, call campaigns and acting compliance officer for contact centers. Manage technology and people while working closely with all other business units (IT, sales, client services, operations, training, etc) to launch successful programs that exceed our clients expectations.

• Responsibility for the support, troubleshooting, development, and upgrades to existing dialer installations in multiple centers for Census 2010• Monitor and strategize a multi-site program with over 3,000 concurrent agents• Provide outbound dialer design support for any new deployments by Global Technology • Research software to determine a standard set of solutions for Global Technology. Work with other departments within Teletech to ensure smooth deployments and adequatesupport for dialer solutions.

Loan Servicing Operations (2005 to 2009) • Oversight of production teams for the customer service, verifications and thevarious stages of the collections department and reporting.• Initiation and involvement in numerous enhancement or process improvement projects.• Serve as primary contact to numerous outside vendors.• Continue to direct all functions related to our automated dialer operations forcollection and customer service call center. Duties include developing strategies,building and managing campaigns (mail, email, inbound, virtual agent, outbound dialer) andmonitoring dialer performance. • System administrator for advantage collection management software. Responsible for thedevelopment and implementation of collection work flows for multiple departments.• Oversee the workforce management and scheduling software.• Assist Sales and Marketing for new business while developing plans to bring outsourcingin-house with all our servicing platforms.

Us

Assisted in development and maintenance of risk scoring technology for both the originations and back end servicing efforts of the business for streamlining and efficiencies.Work closely with IT Development, IT Operations and Strategic Planning & Execution to optimize performance of current suite of tools.Implement, manage and maintain daily operation of the Dialer campaigns, IVR and ACD services, and other systems as required.Create and administer strategies to ensure proper coverage's are achieved while using discretionary judgment in forcing alternative strategies.Manage implementation of new Dialer and ACD projects with champion/challengers.Create productivity reports on a daily basis and provide analysis on Command Center activity.Perform various intra-departmental and external liaison duties between, Telecom, IT, Product Support and Development and vendors in the resolution of day-to-day projected operational tasksProvide technical expertise, guidance and training to subordinates and staff, with the goal of increasing effectiveness and efficiency in the Contact Center.

Systems administrator over the four regional collection centers where development of consistent processes and procedures was the primary goal. Managed small team of change processors and MIS reporting personnel.Special projects assigned by SVP of operations. Responsible for the collections within the Western region. Managed the people, tools and processes to ensure on time delivery of the companies objectives.Strategic planning to maintain dialer strategies and effectiveness. Dialer coaching, developing, training and motivation of staff.

Accountable for outbound dialer team with an assigned staff of over 50 employees. Duties included interviewing, hiring, terminating, scheduling and maintaining a productive staff. Training and assuring all employees are in compliance with all policies and procedures.Responsible for handling and resolving any consumer, merchant and third party complaints. Promoted from Collector to Lead to Supervisor to Department Manager within 2 years. Numerous Collector and Manager of the month awards.

Bachelor'S, Business Management

Education record

Education record