Eric Culbreth Email & Phone Number

Hired on via referral through Vice President of Operations to correct the course for the department. Initially responsible for 24+ Analysts/Bankers and Fraud Identification and Loss Prevention. Also responsible for training for both real time systems and reporting systems. Later was promoted to Risk Ops Manager and assumed responsibility for all high level reporting, access and production projects. Also responsible for providing all reporting to Executive Level Management for the line of business. At present responsibilities have shifted to managing the Houston Site, consisting of 180+ Analysts/Bankers, 8 Team Leads and 8 Team Managers. Selected Contributions:Reassessed capacity planning and assisted in launching a new site in the Philippines resulting in service level stabilization within 4 months of hire dateReduced abuse of LOA/FMLA within department from 23% of total staff to 9% within 6 monthsProject Manager for migration to intraday reporting and management system better suited for a call center environment. This improved manager efficiency and resulted in our primary metrics meeting targets consistently.Project Manager for creation and implementation of new metrics centered around call driver identification, fraud trend identification and Total Loss MetricsPeople Pix (Behavioral Interviewing) Coach for line of business. Responsible for training existing and new management staff in behavioral interviewing techniques specific to the companies directive. Created analyst, team lead and team manager level score cards to provide a consistent level of accountability. Score Cards AHT goals were calibrated to allow the line of business to meet the overall targets. Within 2 months of score card implementation and coupled with driving strong action plans from the managers our department achieved metrics targets for the first time in 6+ months.

Responsibility to recruit, train and supervise 65+ dispatchers and routers. Foster an environment in which customers and field employees enjoy high levels of service and employees are motivated to deliver top performance. Selected Contributions:Authored, site specific, scoring metrics for each agent, team and for the department as a whole, resulting in office's ranking moving from last place to within the top five nationwide in 6 months.Reduced staff turnover by 17% in 2009, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.Elevated office's total job completion index from 84% to 92% within one year; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.Exemplified the second-to-none customer service delivery for which Dish Network is nationally renowned in all interactions with customers.

Advanced to increasingly responsible positions, culminating in management role with oversight for entire department. Directed 5 employees and managed advertisement, sales response training and systems operations. Maintained high standards in customer satisfaction and follow through while upholding the customer's rights to privacy and consumer information. Selected Contributions:Increased efficiency of existing business development center, at no additional cost to the company, by creating training materials and streamlined tools to assist in the acquisition of customer contacts, appointments and sales. Total contacts increased 235% within the first 4 months, while total appointments kept by our customers increased 160% within the same time frame. Provided onsite presentations to each X-Plan partner's employees outlining the benefits of the program available to them. As a result of this, local commercial contacts doubled within 3 months while increasing the dealership's local influence and presence.Created pinpoint and mass e-mails for sales and service marketing purposes. Increased customer contacts over 700%, averaging over five thousand touches monthly with no average increase in "do not contact" requests.Streamlined and headed website upkeep to improve search engine standing and site traffic. Websites moved from 5th page standing to 1st page standing with three major search engines in a month's time at no cost to the company.Trained 5 direct reports and 30+ sales representatives daily on best practices for phone and internet follow-up as well as how to use the CRM to increase their productivity.

Quickly advanced within the company due to exceptional customer service and problem solving skills, attaining a leadership role in a year. Responsibilities included on the job training for representatives as well as pinpoint problem solving and quick resolutions for customers with escalated issues. Selected Contributions:Consistently exceeded customer satisfaction, call handling and average handle time goals each month. Received a well above average amount of customer escalations to management for the purpose of complimenting the care provided them.Stayed within all company guidelines regarding billing credits and waived fees without impacting customer satisfaction through the use of value selling.Showed company pride and value to each customer assisted