Eric Smith Email & Phone Number

Nashville, TN, US

Nashville, Tennessee, United States

Brentwood, Tennessee, United States

• Revitalized every facet of the Customer Service Call Center, spearheading operations across both international and domestic centers
• Employed a servant leadership approach to meticulously oversee and enhance the performance of supervisors and customer service agents, enhancing customer satisfaction scores, team synergy, and individual development.
• Conducted a comprehensive analysis of existing IVR workflows. identifying pain points and areas of improvement. Collaborated with cross-functional teams to gather requirements and ensure alignment.Conceptualized.
• managed and optimized Inbound customer Service communication channels by proficiently overseeing the implementation and use of InContact telephony system.
• Orchestrated and navigated the intricacies of the company buyout, overseeing a seamless transition that involved aligning organizational strategies, integrating systems and processes, and facilitating effective.
• Strategically planned and collaborated with key stakeholders to ensure minimal disruption and optimal performance during this transformative period

Franklin, Tennessee, United States

• Guided, mentored, and expanded a team of remote sales and Customer service agents, consistently surpassing revenue expectations with an average of 130% achievement.
• Formulated internal performance benchmarks and crafted comprehensive quality control metrics to ensure continuous improvement and excellence in customer service.
• Pioneered the introduction of a lucrative revenue stream, driving its successful adoption and contributing significantly to the company's overall growth
• Engaged in cross-functional partnerships with various departments, fostering seamless collaboration and synergistic efforts
• Collaborated with key stakeholders to orchestrate the successful implementation of cutting-edge software solutions
• Cultivated a collaborative team culture, fostering both collective synergy and individual growth.Successfully managed and optimized outbound and Inbound customer communication channels by proficiently overseeing.

Greater Nashville Area, TN

• Led end-to-end operations of a dynamic Call Center, overseeing a team of 250 skilled Supervisors, Customer Service and Sales Agents, ensuring seamless performance across all functions.
• Implemented Speech Analytics and Robotic Process Automation (RPA) solutions, resulting in a 25% reduction in call times, enhancing operational efficiency and customer satisfaction
• Optimized call center efficiency, achieving a remarkable 200% increase in call volume by strategically managing Five9 and Incontact Telephony systems.
• Engineered advanced quality monitoring and evaluation systems for both inbound and outbound sales and customer service agents, enhancing overall performance and ensuring exceptional customer service standards.
• Designed and implemented a robust performance tracking system, providing real-time monitoring and comprehensive analysis of agent performance on a daily, monthly, and yearly basis.
• Successfully coached and mentored a cohort of 20 agents, fostering their professional growth and development, resulting in their progression into managerial roles within the organization.