Blaine Stewart Email & Phone Number

Improved customer service effectiveness, organizational efficiency and revenue generation at companies in the financial services, telecommunications, energy, and health insurance industries. Analyzed business operations to provide customized confidential assessments and recommendations.Experienced with Aspect ACD, eWFM, Amdocs CRM, Verint Call Analysis, PreVisor Pre-Employment Testing, J D Powers Customer Satisfaction and Agent Retention.

Bethpage, New York, Us

Managed internal consulting and process improvement teamAssessed and ensured process adherence across six multi-function locations in 24X7 environmentsManaged project portfolio of Customer Service ACD, IVR and CRM enhancementsProduced functional requirements for agent guidance using Amdocs OPS/RTI systems.Led inter-departmental and cross-functional teams focused on improving service and reducing total enterprise costsImplemented successful agent retention program (recurring savings of $1.1 million+ annually).Implemented agent process compliance programs (recurring savings $1 million+ annually).

Bethpage, New York, Us

Managed production of call volume, staffing, IVR and resource allocation models (6 sites, 24X7 coverage, 36 million calls, $250 million annually)Negotiated executive performance commitments and produced performance scorecards at agent, manager and VP levelsResponsible for ensuring corporate regulatory compliance (FCC, OCTV, DPU, BPU and PSC)Supported successful defense against Katz patent litigation.Developed requirements for strategic IS capital projects

Bethpage, New York, Us

Responsible for setting and achieving competitive service standards in a multi-function department of 350+ employees. Managed Customer Service, Upgrade Sales, Collections/Control, and Customer Correspondence, (5 sites, 4 million inbound calls annually, 24X7).Improved employee satisfaction levels by over 10% pointsIncreased upgrade sales revenue by 36% ($1 million+ annually)

Responsible multi-function department of 175 employees (Customer Service, Corporate Incentive sales, Trace Research and Data Entry)Increased Corporate Incentive sales by over 200% ($1 million+ annually)Created cross-functional team successfully redesign catalogue invoice to reduce customer inquiries, returns research and improve service and responsiveness.Recruited staff and management to increase call capacity by 50+% within 6 months.

New York, Ny, Us

Managed team of 100+ employees in an inbound Telephone Service Center with 450+ employees processing 14 million calls annually. Designed and implemented key new technology projects.Developed, tested and implemented Voice Response scripts (Saving $800,000+ annually)Piloted first successful self-directed teamImplemented department-wide customer survey systems reducing customer dissatisfaction by 52%.

New York, Ny, Us

Lead customer service teams focused on billing inquiries and requests for credit.

New York, Ny, Us

Advanced through the ranks to acquire extensive background in Customer Service and Collections techniques, workflows and practices

Mba, Corporate Management

Ba, Corporate Management

Aa, Business Management