Chad K. Beck Email & Phone Number

Mount Prospect, Illinois, United States

Northbrook, IL

* Managed a team of 4 Leaders in Largo, FL and solely managed a team in Northbrook, IL with responsibility for 40-50 Dispatch Support Representatives covering 7 days/18 hrs/day.* Created and implemented the team to support the only “provider” for the business, using Independent Contractors to complete roadside “soft” services for 1,800 active drivers in.

Northbrook, IL

* Managed a team of 5 Leaders with responsibility for 70 Customer Service Representatives operating 7 days/16 hrs/day.* Ownership of the Resolution Specialist Team (2014 Stevie Award Winner for Customer Service Team of the Year), which handled 100% of sensitive / escalated customer situations in real-time for a majority of external partners.* Revamped.

Northbrook, IL

• Supervised 9 employees in a 24x7 environment to successfully operate the Central Command Center; responsible for real-time management including:
• Staffing of 1400-2100 CSRs, AHT, KPIs (by client / site) and call volume actual vs. plan for 50+ partners in 10+ call centers
• Weather event and Phase reporting impacting increased provider ETAs
• Intraday, Client, New Launch, Phase and other Adhoc reporting
• Communication of sensitive customer situations
• … Show more

Elgin, IL

• Provided real-time tactical information to assign, delegate and monitor 400+ advisors, covering 4 regions globally, in a call center resource management role to maintain optimal performance for Global Service Desk.
• Held daily meetings with multiple regions/sites to gauge any issues impacting service level and held weekly meeting with Asia Pacific region to discuss/resolve upcoming Holiday, planned disaster recovery event.
• Held daily meetings with multiple regions/sites to gauge any issues impacting service level and held weekly meeting with Asia Pacific region to discuss/resolve upcoming Holiday, planned disaster recovery event.
• Identified regional trends in volume, schedule adherence, off-phone activities, AHT variances, etc within each skill group and communicated findings to management regularly.
• Assessed tool outages/disaster recovery occurrences and their affects on agents and clients and opened tickets, updating management while working closely with resolvers until mitigation.
• Trained, developed and led 3 analysts who had little knowledge of resource management in a call center environment. Show less

• Provided real-time tactical information to assign, delegate and monitor 1000+ advisors, covering 4 regions globally, in a call center resource management role to maintain optimal performance for several lines of.
• Assessed tool outages/disaster recovery occurrences and opened tickets, updating management on their affects on agents and clients, working closely with resolvers until mitigation.
• Held daily meetings with multiple sites to gauge any issues impacting service… Show more
• Held daily meetings with multiple sites to gauge any issues impacting service level.
• Provided daily downtime report with additional analysis for sub-par achievement distributed to mid-level management and operations personnel at each site.
• Identified trends in volume, schedule adherence, off-phone activities, AHT variances, etc within each LOB and communicated findings to management regularly. Show less

• Worked late-stage collections (120+ days delinquent) utilizing automatic dialer.
• Trained new collection associates; provided mentoring on daily basis.

Bachelors In Applied Behavioral Sciences, Science

A.A.S., Applied Sciences, I.T.

Graphic Design