Eric Vesely Email & Phone Number

Hagerstown, Md

Manages and supervises a team of customer service and dedicated tech support staff for an inbound-call center that provides pre- and post-sales technical support for the medical community. Leads all aspects of staff development and support responsibilities of 17 on-site direct reports and 30 offshore partners across all shifts while exceeding quality assurance requirements and incident resolution set forth in company Key Performance Indicators (KPIs). Creates, manages, and interprets numerous large-data reports that are used to track incident resolution, service level agreements (SLAs) and representative statistics, identifying opportunities to improve customer experience and work with cross-functional teams to define and operational servicing enhancements.

Baltimore, Md

Point of contact for internal and external reports to monitor and maintain sales staff productivity goals and inquiries regarding research and data/IT procedures for the city of Baltimore’s convention bureau. Conducted staff training and audit procedures as tools for database standardization including drafting and implementing uniform training procedures for sales bookings. Updated and created sales reports to track metric goals related to sales figures using Crystal Reports and SQL.

Baltimore, Maryland Area

Baltimore, Maryland Area

Master Of Science (M.S.), Human-Centered Computing, Graduate

Bachelor Of Arts (B.A.), Psychology; Criminology & Criminal Justice

High School Diploma