Chester Erwin Email & Phone Number

Tempe, Az, Us

Tempe, Az, Us

Phoenix, Arizona Area

Responsible for ensuring and improving the performance, productivity, efficiency and profitability of departmental and organizational operations through the provision of effective methods and strategies.Coordinate, manage and monitor the workings of various departments in the organization.Review financial statements and data. Utilize financial data to improve profitability. Prepare and control operational budgets. Control inventory. Plan effective strategies for the financial well-being of the company.Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.Plan the use of human resources. Organize recruitment and placement of required staff. Establish organizational structures. Delegate tasks and accountabilities. Establish work schedules. Supervise staff. Monitor and evaluate performance.Coordinate and monitor the work of various departments involved in production, warehousing, pricing and distribution of goods. Monitor performance and implement improvements. Ensure quality of products. Manage quality and quantity of employee productivity. Manage maintenance of equipment and machinery. Provide technical support where necessary.Monitor, manage and improve the efficiency of support services such as IT, HR, Accounts and Finance. Facilitate coordination and communication between support functions.Liaison with top management. Assist in the development of strategic plans for operational activity. Implement and manage operational plans.

Phoenix, Arizona Area

Mentored new hires to achieve a “Best of Breed” Call Center team through employee coaching for quality and development and a positive employee relationship. Performed quality checking and conducted weekly one on one meetings with direct reports.Facilitated training and development for ongoing business concerns. Implemented, and monitored on-the-job training and education to further professional advancement of assigned personnelResponsible for managing contractual obligations and effectively communicating the importance to direct reports

Phoenix, Arizona Area

Manager, Business Administration: Act as liaison for leadership to Finance, Legal, and Corporate Quality organizations. Performed periodic audits of the Care organization to ensure contractual compliance. Collected and processed all Care billing functions to ensure proper processing. Operated as final contact point for Care purchasing processing after approvals are received for spend. Facilitated preparation of RFP with business owners for major client. Performed monthly budget tracking of Care finances. Reported outcomes of processes and monthly financial results to senior leadership. Prepared draft budgetary reports such as trend analyses, forecasted P & L, personnel analysis, etc.

Phoenix, Arizona Area

Manager, Client Services: Act as point of contact for local vendor management for operational issues. Responsible for conducting client facing meetings including weekly and monthly business reviews. Developed presentations, communicated findings and made recommendations internally as well as to the client. Coordinated and monitored the scheduling and technical performance of company programs. Ensured adherence to master plans and schedules and developed solutions for programmatic problems. Provided recommendations to management on areas for further improvement.

Phoenix, Arizona Area

Product / Business Analyst: Responsible for acting as a liaison between the Product Development and the Customer Care departments. Focused on providing information and analysis of defect and call drivers while actively manage a team of product specialists.Analyzed trends, volume, patterns, forecasting, staff productivity, compiled staffing need models, and resource allocation. Monitored inbound call traffic and ensured efficient distribution based on staff availability. Developed, monitored and reviewed performance reports and service performance trends. Recommended specific actions or remedies as necessary. Implemented and supported call routing technologies to various sites and thus strategically managed call volume. Resolved system problems that may affect departmental standards and communicated with call center managers/supervisors on a routine basis.Utilized WFM application (Verint) to plan, forecast, and optimally schedule employees to match workload across customer-serving departments.

Phoenix, Arizona Area

Supervisor, Customer Care: Responsible for managing 30 - 50 agent team supporting the home networking equipment / solutions for 4 of the top 5 ISPs. Responsibilities include mentoring new hires to achieve a “Best of Breed” Call Center team through employee coaching for quality and development and a positive employee relationship. Ensure attendance requirements are met with high morale. Part of a management team assigned to a 500-member support staff of Call Center professionals in a technical environment. Maintain superior service levels for our partners.