Brad Paschal Email & Phone Number

United States

Greater Atlanta Area

• Managed processes and systems related to servicing customers and support ing Client Services staff. Key leader in business development value stream; directed delivery of administrative and operational assistance to.
• Designed and reported individual and departmental performance metrics for continuous improvement.
• Participated in training and development processes with departmental team trainers.
• Ensured efficacy and functionality of systems to better serve customers.
• Wrote and updated needed Client Services’ SOPs.
• Developed best practices to ensure excellent customer service and optimal work efficiency.

Created and managed the Workforce Development Department from inception, with direct oversight for Outbound Call Campaign and Dialer Management, Schedule Adherence, Real Time Adherence and Data Analysis. Analyzed call volume patterns to forecast, allocate and schedule staff hours, breaks and lunches to optimally handle scope of work; re-forecasted and.

Responsible for the complete oversight Call Center performance for both Outbound and Inbound functionalities. Coached and developed management staff and assessment coordinators. Created and implemented policies and procedures; monitored service levels and general workforce management tasks. Managed two supervisors with a total of 60-80 agents.

Managed telephonic and non-telephonic clinical and non-clinical staff activity for three sites. Ensured all ASA, Abandonment Rate, and Clinical Fax attachment to cases metrics were met. Co-developed the Workforce Management department and trained supervisors.

The primary focus of this position is to consultatively sell credit, debit, check, and gift card processing solutions along with other merchant services products to regional and small businesses. Up sell current clients with additional merchant service products. Generate leads by cold calling and referrals from current clients and bank partner.

Responsible for managing and merchandising a set area of grocery stores by working closely with management staff and employees to best merchandise and increase sales of bakery goods.

Responsible for the evening shift performance including the growth and development of the management staff, quality assurance department and customer service professionals. Managed and coached 6 supervisors with a total of 100 – 120 agents

Ensured proper negotiation of orders, addressed billing inquiries and resolved complaints. Collaborated with other groups in the Company to ensure service requests were met.

Directly responsible for managing and developing a team of 15-25 agents. Monitored and coached agents on best practices to exceed goals. Ensured team met productivity goals.

Education record

Ba, Business Administration