Chuck Phinney Email & Phone Number

Lawrence, Kansas Area

Support the efforts of the FSAIC program through the monitoring, coaching and development of a team of Customer Service Representatives.Monitor activities of CSRs in relation to performance of call taking activitiesTrack statistics and metrics such as attendance, call handling time, on and off phone activitiesUphold and support Vangent policies and proceduresProvide feedback to CSRs to help improve performance

Support efforts of the Service Quality Assurance department on the US Census project.Directed 17 Service Quality Assurance analysts in meeting daily service level goals of two observations per CSR per day.Completed, posted and uploaded daily activity reports for the Service Quality Assurance department to local and remote locations.Monitor progress of Service Quality Assurance Monitors, and assigning work on a proactive basis.Successfully met or exceed program goals of less than 5% error rate.

Planned, coordinated and directed personnel training and staff development programs.Compiled data and analyzed past and current year training requirements in order to improve training program.Trained and managed four Training Specialists and achieved significant improvements in their productivity by restructuring training schedule.Utilized individual training, group instruction, lectures, on-the-job training, demonstrations, meetings and workshops.Evaluated performance of instructors and monitored progress of trainees.Organized and developed training manuals, reference library, testing and evaluation procedures.Successfully managed corporate wide training database for five call centers.

Responsible for delivery of new hire and continuing education classes to adult learners in a corporate setting. Used a blended learning approach of lecture, visual aids and computer based training. Evaluated and assessed readiness of students for graduation into a production environment. Provided administrative and classroom management skills to maintain an ordered and effective classroom environment. Consistently led learning lab classes to meet or exceed production matrices. Consistently met or exceeded sales expectations. Maintained a high level of consumer satisfaction.

Dispatched Service Technicians to install, service, and repair commercial refrigeration systems.Informed workers of type and location of work to be performed and dispatched workers to job.Reviewed work orders from departments and complaints from customers.Recorded type and scope of service to be performed.Determined and scheduled orders according to urgency.Received check in calls from service workers by radio and telephone.

Conducted training sessions covering new employee orientation, on-the-job training, the use of computers, sales and customer service techniques Tested trainees to measure progress and to evaluate effectiveness of training.Managed team of customer service/sales representatives providing coaching, feedback and direction to agents to improve call handling skills and KPI's.

Bs, Information Technology/Web Dev; Information Technology; Web, 3.63

Liberal Arts