Eric Falls Email & Phone Number

Miami, Fl, Us

Leading AmeriPac market Commercial Team, responsible for strategic pricing, financial modeling, contract negotiation and deal shaping.

Miami, Fl, Us

Miami, Fl, Us

Process Improvement:• Increased client’s annual sales from $60M to $75M by re-engineering sales program and creating unit-based sales commission structure to accelerate revenue generation.• Overhauled client perception for account and transformed performance from brink of contract termination to receiving client “Preferred Vendor” award.Account Growth:• Grew account 300% over three years from $12M to $35M, expanding three lines of business to 11 across four locations by developing strategic account plan to develop key client relationships and pursuing target lines.Global Account Management:• Managed eight locations within Philippines, Colombia, Panama and US.• Handled overall account performance for multiple clients including account financials, relationship management, maintaining KPIs.

Braselton, Georgia, Us

Atlanta, Ga, Us

Quality Assurance:• Redesigned Quality Assurance Audit process to focus more on new and lower performing agents, introduced sales component into form and restructured Zero Criteria.Training:• Developed all training and development, quality assurance, process improvement and customer satisfaction programs for eight Equifax US Consumer Services contact centers. • Successfully launched two new call center vendors through train-the-trainer session, developing accelerated curriculum for new call type cross-sell opportunities and providing on-site training and post training support.Vendor Relations:• Managed multiple vendor relationships from selection through launch and into production.• Ramped 1K agents in three locations across two new BPO partners in India, US and Philippines in one year with no degradation in Service Level, and 20% increase in enterprise sales conversion.• Managed multiple vendor relationships for Personal Solutions and US Consumer Services teams, including call center, back office processing, print vendor, and hosted VRU solution.Process Improvement:• Reduced churn rate by half and increased enterprise sales conversion by facilitating Kaizen events and re-engineering sales incentive plan, resulting in $350K annual revenue increase.

Atlanta, Ga, Us

Training:• Re-engineered new hire training program, including assessments, agent tracking, and core manuals, reducing classroom training time 25%.• Developed sales training program to support contact centers transition from cost center to profit center.• Created and enacted training programs for each Personal Solutions three contact centers, creating process documentation for call center operations and tracking agent performance. Policies & Procedures• Spearheaded Offline product delivery creation, including writing business requirements, planning workflows, developing procedures, tracking production performance• Created new Policies and Procedures manual, documenting existing processes and developing new ones to enhance customer satisfaction, increase security adherence and streamline agent processing

Management:• Managed 35 Help Desk Analysts, as well as process re-engineering, new hire training, disaster recovery project, and internal Siebel implementation. Training and Development:• Managed 120% increase of customer contacts with only 20% staff increase by leveraging new knowledge base, creating training for application rollouts, and developing quick-reference materials for Analysts, saving more than $750K per year.Process Improvement:• Reduced new product call volume 30% from pilot to rollout with development of new reporting and tracking system to provide needed analysis of call types, resolutions, and training needs.

Atlanta, Ga, Us

Leadership and Project Management:• Matrix-managed team of two exempt and two non-exempt employees.• Managed IT projects and process re-engineering. Process Improvement:• Reduced average installation cycle time 10% and increased customer satisfaction scores 15% by devising and deploying national standard business processes for Customer Service division.• Diagnosed order entry errors, automated contract routing, and shortened installation cycle time 30% by heading Customer Relationship Management software implementation within larger operational support system.Training & Development:• Decreased retraining needs 80% by creating standard entry-level education course to ensure critical job functions and procedures were taught.

Armonk, New York, Ny, Us

Leadership:• Managed team of six professional trainers, supporting 14 platforms by delivering 75K+ hours of training.Training & Development:• Developed multi-tiered training curricula for all sales/service call centers in North and South America, resulting in 15K+ line management and employees completing training in less than six weeks.• Delivered spot education courses to call center employees on as-needed basis, contributing to monthly center-wide productivity goal of 85%.

Armonk, New York, Ny, Us

. Responsible for complete platform curriculum, as well as mastering and developing new courses to support a 650-seat call center. Reported to Education and Training Manager.Supported Call Center platforms by delivering more than 10,000 hours of new hire training, producing Customer Service Coordinators who averaged 90% favorable feedback on formal customer service surveys.Reformatted courseware for entry-level education, reducing training time by 20% while consistently producing representatives who outperformed national service standards.Rolled out JIT Lotus Notes application training for 1300 employees in a compressed four-week period, combining distance learning and train-the-trainer with classroom instruction.

Armonk, New York, Ny, Us

. Managed 30 customer service coordinators, handled customer escalations, and compiled and presented statistical reports to senior management. Reported to Customer Service Manager.Coached team to deliver against aggressive national quality standards that led to consistent achievement of Quality award for unit for 10 months running. Motivated and coached team to set a call center record of 50% positive attrition in one year, while keeping negative attrition at less than 10%.