David Healy Email & Phone Number

Shelton, Connecticut, United States

Shelton, Connecticut

Wallingford, Ct

Daily responsibilities:• Responsible for the entire customer experience. Managed in a center that employed over 500 representatives that handled over 2 million calls per year. • Partnered with HR to recruit, interview and hire the best external candidates.• Performed internal interviews for special teams and internal promotions. • Assisted in training new hires as well as existing employees. • Motivated staff with programs such as team contests, peer mentoring, cross training, additional responsibilities and rewards.• Acted as a resource for my direct reports, peers and senior leadership. • On-boarded, trained and mentored other supervisors. • Acted as a liaison between front line employees, customers and other departments.• Tailored support and coaching to individual employees based on unique needs, focusing on team members as people before employees.• Investigated and resolved complex customer inquiries and complaints, using advanced decision-making skills and following through to increase customer satisfaction and retention rates.• Completed advanced analysis on team performance, trending and opportunities. Projects:• Worked with a Six Sigma Black Belt on a project to improve employee 1st year retention.• Developed, and implemented a trial to change the format of callcenter teams and their management. Resulted in a 140% improvement over a 3 month period. • Drove center tool utilization. Improved usage by over 100,000 uses per month. • Developed a career development training program to drive internal career progression and improved morale.• Developed, monitored, hired and trained for a new escalation process. Accomplishments• Ranked as the top performing team in the Northeast area out of 500 teams 2012 and 2013. • Ranked as top performing supervisor within call center for 2014 and 2015.

Wallingford, Ct

Assisted management with the development, training and morale of my peers while providing customers with world-class customer service to the customers. These interactions were

Wallingford, Ct

Handle inbound customer calls and resolve concerns in regards to sales, billing, technology and education.

Watertown, Ct

Goal oriented sales, cultivation of leads, discovering customer needs and meeting them.