Dave Parker Email & Phone Number

South Milwaukee, Wi, Us

Wisconsin, United States

Kenosha

Greater Milwaukee Area

Greater Milwaukee Area

Managed monthly call volume of 500K calls and supported over 1500 associates globally. Coached and developed vendor account managers, trainers, and WFM to meet and maintain market and enterprise goals at multiple vendor sites. Analyzed and coached team performance metrics including call quality, sales, work order accuracy and productivity through extensive monitoring/tracking and outlier management. Oversaw new billing system upgrades, new product rollout, and communicated to internal and external operations groups. Developed/managed new tool and product implementations communication to operations groups and vendors. Frequent international travel to multiple vendor locations for site evaluations and trainings.• Developed relationships with outside vendors, driving business objectives through Weekly Business Reviews, call calibration sessions and consistent communication.• Launched new outsource company sites including planning of staffing ramps, training schedule, quality review, software and tool implementation, prelaunch hardware and software validation, and onsite support, ensuring proper routing and overall floor support to assist with procedural questions.• Worked with internal and external workforce management groups, providing accurate forecasting and invoicing for vendor staffing and ensuring compliance to company policy for SOX audits, customer service violations, work order audits, and CPNI regulations.• Resolved elevated customer concerns quickly by utilizing tracking system to identify and correct performance opportunities which improved customer experiences.

Greater Milwaukee Area

Led performance improvement initiatives through quality monitoring, agent and team reward and recognition programs, call listening sessions, and group calibration calls. Coordinated and tracked all invoice reviews and approvals for outsource companies. Completed tasks including validating major expenses, performance penalties and incentives, and financial analysis of each company’s performance.• Facilitated targeted listening sessions with Global Partners utilizing Speech Analytic Software, bringing significant improvements with quality and performance.• Created performance recognition program used to identify and reward top performing agents and leaders with the outsource teams, pulling analysis of previous performance results, and identifying key criteria targets which were used to drive improved performance across multiple metrics.• Drove improvement with sales performance through targeted training on communication and product knowledge, by conducting weekly group discussions on performance results and action plan development based on past and projected future results.• Developed sales training that was targeted for underperforming outsource programs, facilitating training on site for each vendor, ensuring comprehension, and identifying any additional needs.• Managed successful rollout and execution of troubleshooting project to outsource companies. Coordinated communication and training, which included identifying key leaders at each site to conduct training, track completion progress, participate in quality checks and identify opportunities and improvements based on reporting provided.

Greater Milwaukee Area

Managed team of 20 agents to ensure quality customer call experience through hands on performance coaching utilizing key performance indicators to identify successes and opportunities. Led team of 10 agents that handled all off-phone customer service activities including corporate escalations, customer chat and email correspondence.• Utilized side-by-side and remote call listening review, building improvement with quality and knowledge.• Created incentives and activities, driving positive response from direct reports and supporting targeted improvement in identified areas of opportunity.• Developed reporting using past performance data from agents, creating challenging targets for both individual and team performance and showing progress within team and call center.• Worked with multiple departments to create program, utilizing mail service to deliver customer equipment, saving significant amount of money by reducing use of service technicians to deliver and install upgraded equipment for existing services.• Transitioned corporate escalation program to team that was handling off phone activities, including creating SOP for handling escalations, training for escalation agents, tracking documentation, and identifying trends that can be resolved by change in policy or improved training at the agent level.