Dean Loggins Zipperer Email & Phone Number

Tucson, Arizona Area

Strategic alignment of all agent level and site level data for the 1-800-Flowers.com brands service centers.Maintain and distribute with consistent and correct data to all service centers within the organization.Create new meaningful baseline reporting and report on trends to increase efficiency throughout the organization.Create an acceptable and consistent templates in all reporting.Use SAS Software (Enterprise Guide 7.12) to create and maintain data for Service Centers in our organization.Create "on the fly" reporting to look at key areas of the business in a real time scenario and call out opportunities of improvement to enhance the effectiveness of the organization.Work in a non-supervised environment to maintain workload, track progress, and deliver projects on time.

Alamogordo, Nm

Alignment of processes to all service center personnel with effective communication with florists questions and issues with orders over a network messaging system.Alignment and creation of training material that coincides with associates and partner sites daily workload.Reduction of workload units through automation projects, and process improvement initiatives.Enterprise process improvement for five channels of workload throughout the call center organization to enhance customer retention.Analyze data to identify trends and area of opportunity to increase efficiency.

Site Wide VoIP implantation through Home Agent Network which resulted in an savings in excess of $100,000 in telephone toll costs within first year.Responsible for providing troubleshooting to all Home Agents through chat for any technical issues experienced. Gathering all technical data and developing a system that allows all data in one place to drive consistent data for all technical issues.

Responsible for development 8 Sales & Service Managers (160 agents), and building the groundwork for the Home Agent Network Technical Help Desk.Responsible for achieving performance metrics across all teams.Working with two specific channels (brands) of business with key representatives to refine processes in order to achieve success.

Responsible for a group of 25 Help Desk Specialists, in up to five call centers, with five separate distinct brands.Responsible for providing feedback and development on a daily/weekly/monthly basis.Tasked with starting a telephonic escalation desk for external support of our customers.

Responsible for a group of up to 40 agents, with a working knowledge of 4 different order entry systems for sales and customer service. Was responsible for quality, performance, and developing all agents that directly reported to me.In charge of the Choice Hotels Initiative (Outsourcing Partner). Was responsible for maintaining a solid relationship with the client and meeting performance metrics with a total of 265 agents. I was in charge of this project for 3 of 5 years.Professionally developed 35 agents into support staff, management roles, and holiday positions during my tenure. This was done through professional developmental plans, performance action plans, and appreciation for my team of agents.

Responsible for correctly making air, car, hotel, limo and train reservations for corporate customer.Assisted in an internal auditing operation which saved the company over $15,000 a month and satisfied the client contract.Assisted in the training and development as a mentor with new hire transitional classes and helped train one week classes for specialized fairs for existing employees.