Ernest Simpson Email & Phone Number

Woodstock, GA, US

Alpharetta, Georgia, United States

• Led a team of call center help desk supervisors under the guidance of the Call Center Director. Proactively tracked key performance indicators such as abandon rate and ensured optimal workflow efficiency within.
• Acted as a vital communication bridge across various IT support teams and impacted customers during critical outages.
• Actively participated in professional development opportunities through meetings, conferences, and training workshops. Dedicated time to analyzing industry publications and documents to stay up-to-date on evolving.
• Orchestrated and assessed the effectiveness of departmental operations and initiatives. Proactively identified areas for improvement and implemented impactful modifications. Compiled comprehensive reports on.
• Leveraged data and statistical insights from problem management reports, agent contact patterns, performance metrics, and attendance data to optimize productivity and ensure a consistently high quality of service.
• Built, coached, and managed a high-performing Help Desk team oversaw all aspects of the engineers, including recruitment, selection, performance reviews, and terminations.

Kennesaw, GA

• Under the oversight of the Director of Operations, led five direct Department Managers and over 50 indirect Client Service Agents across four business units inclusive of Sales, Customer Service, eCommerce, and.
• ️Served as liaison to Omni-Channel strategy leaders to design, build, and maintain a customer retention growth platform utilizing technology best practices.
• ️Legitimated the case to senior executives for the launch of a new business channel to integrate online sales and order fulfillment; established the eCommerce division based on sales forecasts, efforts lead to.
• ️Spearheaded the eCommerce Processing Division, in collaboration with C-Suite executives, Finance, IT, and Product Development to create the website's features inclusive of account access, online purchasing, and secure.
• ️Collaborated with the Development team to facilitate prioritization meetings and brand a millennial theme emphasizing the "voice of the customer" philosophy to boost online traffic, realizing a 90% increase in-store.
• ️Led multiple business units to exceed performance objectives through cross-functional collaboration, capability building, and enhancing communications to foster a sustainable operational environment.

• Led operational initiatives under the Head of Compliance, managing a Department Lead and 20 QA Specialists to provide enterprise-wide call center audits to monitor two contact centers supporting 1500 store locations..
• ️Centralized compliance operations in-house through collaboration with executives stakeholders; executed initiative from concept to delivery, adopted as a standard company wide.
• ️Recruited, trained, and established the division; developed process workflows and performance criteria, realizing the reduction in operating and vendor cost by $300K.
• ️Revitalized an underperforming operation by leading employee pilot and team building programs to decrease workplace complaints amongst staff members, enhancing morale and reducing turnover by 20%.
• ️Improved the employee retention rate by initiating performance incentive programs; efforts lead to an increase in employee engagement within the first year.
• ️Overhauled the Q&A department by driving SLA requirements and creating an action plan to finalize representative audits daily, realizing a 0% audit backlog within two weeks.

Marietta, GA

• Reported to the District Manager, overseeing a team of 5 direct reports to provide a seamless delivery of loans, titles, and collections for a title company with over 1200 locations nationwide. Managed auto liens.
• ️Selected to revitalize an underperforming store through conducting internal process and operations audits to standardize efficiencies and brand representation; increased new business by 50% within the first month.
• ️Implemented hands-on performance plans to reduce the number of redundancies within the customer service department through weekly meetings and development initiatives; embraced internal feedback and realigned weekly.
• ️Created an employee recognition program to drive performance and curb absenteeism, efforts increased employee engagement, creating a 20% reduction in staff turnover.
• ️Fostered partnerships with surrounding businesses through marketing and networking events efforts lead to a 50% increase in revenues.