Everett Turner Email & Phone Number

Cork, Ireland, Ie

Responsible for managing a team of front-line Supervisors in a 24X7 365 contact center environment. The Supervisors currently support the Security domain of JCI. Each Team Manager has front Line associates responsible for handling technician scheduling for inspection, and break/fix repair services in support of JCI customers. Works strategically across departments to drive KPI performance, innovation, and process improvement, using leadership excellence while maintaining standards relating to Safety, Organizational Health, and Budgetary P&L performance.

Established professional group for the purposes of attending networking events to connect with those experienced in call & contact center operations, strategic operational leadership, and call center administration. The objectives of the group are to research industry leaders, participate in industry discussions and evaluate innovations in the marketplace.

Indianapolis, Indiana, Us

Lead and direct call center activities, supporting 325+ national branch locations for the largest national durable medical equipment provider of home healthcare products and services. Focus placed on decreasing escalated issues to improve operating efficiency and improe the quality of life for patients recovering at home. Maximize workforce support and increase production readiness. Apria’s telecommuting and inhouse customer service staff work was misaligned to handle inbound call volume. Instituted optimized shifts and schedules to increase agent availability and decrease call abandonment.

Irvine, Ca, Us

Led call center activities, managed, motivated, and developed front-line supervisory staff responsible for the day-to-day performance of operations. Ensure both client Key Performance Indicators (KPIs) and company performance expectations are met, with primary effort centering on cash collection results.

Lenexa, Kansas, Us

Provide strategic leadership for call center activities in support of 65+ national retail locations to deliver repeated success in delivering best in class customer service, streamlining processes, and implementing supporting technology to reduce expenditures, boost productivity, and increase profits.♦ Designed, established and directed customer satisfaction analysis area charged with identifying areas of customer dissatisfaction and worked cross departmentally to eliminate root causes and increase satisfaction♦ Implemented standardized benchmark process to drive improvement in quality assurance results

Englewood, Co, Us

The scope of this role involved leading a 450+ seat inbound customer contact center including consumer retention, billing, and tech support services. I ensured continuous process improvement throughout the customer service network by providing leadership, direction, and motivation. Working closely with Training, HR, Quality Assurance, IT, and site Facilities Departments, I made sure to provide the tools, training, and support necessary for customer service staff to deliver the best customer service experience possible to Dish customers.♦ Improved retention department performance within an owned and operated site to increase stack ranking from 11th to 1st place for 6 consecutive months.♦ Decreased invalid customer transfers by 14% through the implementation of cross-functional training and operations efforts to improve CSAT results for the site.♦ Realized a 9% cost-per-minute AHT improvement via focused coaching and development of CSR staff.

Us

Here, I directed daily operations of Pharmacy Benefit Manager (PBM), a subsidiary of UnitedHealth Group, for key business groups, supporting OptumRx’s online, overnight, and pharmacy helpdesk service lines. ♦ Drove service levels for 350+ customer service agents while monitoring high call volumes in excess of 21,000 calls per day. ♦ Consistently maintained high customer satisfaction, cost control, and efficiency. ♦ Raised web team order processing efficiency by 30% through the adoption of improved processes and reallocation of staffing duties, without increasing headcount.♦ Enhanced operational effectiveness of ad-hoc projects and improved advocates' schedule adherence by redefining overnight team duties.♦ Established higher call center standards by redesigning employee performance score cards to capture essential qualities of high-level customer care.

Greenville, South Carolina, Us

I was charged with driving growth and profitability for 14 local division branch stores through employee motivation and building long-term financial customer relationships. My priority was to ensure compliance with all federal, state, and local lending laws, in addition to financial and consumer credit regulations. Additionally, I maintained company standards in the areas of collections, customer service, marketing, and appearance.♦ Increased sales from secondary products 16.8% by eradicating inefficiencies and reorganizing workforce. ♦ Reduced division’s bad debt 5.6% after revitalizing collection processes and customer contact.

Bellevue, Wa, Us

A large part of this role entailed collaboration with outsourced and vendor service partner teams in providing a world-class customer experience by defining and achieving key performance metrics. I monitored business activities and tracked the performance of multimillion dollar accounts.♦ Designed and executed training requirements to ensure employees performed at optimal levels. ♦ Mentored individuals for routine operations and groomed selected personnel for key leadership positions.♦ Successfully managed service partner activities to achieve and exceed expectations while resolving issues quickly and efficiently. ♦ Develop presentations and documentation to help in meeting SLAs as well as for use in both short- and long-range planning and performance improvement initiatives. ♦ Drove continuous improvement initiatives, partnering with key departmental personnel, exterior service partners, and stakeholders.

I provided day-to-day oversight and management in support of client specific guidelines to supervisory and front line customer service agents based on contractual agreement for delivery of member care services to fitness club customers. I also coordinated with client services department to drive operational strategies and implement programs based on client needs.♦ Increased cash per call yield goal by 22% after developing low-cost, high impact customer service agent recognition and incentive programs.♦ Generated, analyzed and presented daily, weekly, and monthly reports to Director of Operations and client, and served as project leader as required. ♦ Initiated the use of team leader performance scorecards and tracked results to ensure company goals and objectives were met.

Atlanta, Georgia, Us

I held direct oversight of a fast-paced 40+ seat call center supporting critical customer service and satisfaction functions for the leading provider of non-emergency medical transportation services to a client base of managed care organizations and government agencies. ♦ Served as change catalyst in areas of strategic and tactical planning ensuring operational excellence meeting current and growth expectations. ♦ Enforced compliance with state contractual guidelines, and company defined SLAs.

Shawnee, Kansas, Us

In this position, I oversaw all aspects of customer service and care in a fast-paced call center focused on retail, wholesale, and inkjet technical support, both in & out bound. I personally handled escalated issues, including client queries, routing information, interpretation of both regular and specialized customer orders, pricing disputes and returns. I also interviewed, selected, and trained new customer care, customer retention, and inkjet technical support representatives. ♦ Fostered high employee morale through an open door policy, counseling, and professional acknowledgement for exemplary performance of duties.♦ Recognized as customer relationship evangelist for building loyalty and trust among valued customer base to ensure clients remained fully committed to InkCycle products and services. ♦ Maintained consistent 98% - 99% CSI indexes and earn commendations for driving the development and implementation of a comprehensive call monitoring program and customer feedback initiative.♦ Partnered with senior management to define short and long-term strategies, improving service delivery and ensuring world-class customer experience.

Associate'S Degree, Business Management And Administration

Bachelors Of Science, Business Management And Administration