Fred Dillard Email & Phone Number

*Analyzes and develops solutions or alternative methods of proceeding*Designs, Evaluates, recommends and approves changes to processes and systems*Develop, generate and disseminate reports for transportation, call center and enrollment production volume*Develop and maintain processes to assure adequate staffing for areas of responsibility.*Plans study of.

*Responsible for overall call center product, warranty and service sales.*Directly responsible for the Imaging and Personal Computer campaigns on circuitcity.com. Assisted with Televisions and Gaming.*Maintain and build relationships with key business partners.*Provided feedback to merchants on the proper selling channel for low inventory/high demand.

• Develop and mentor a group of 12 hourly employees.
• Benchmarked call center monitoring software and participated in the purchase and roll out of Witness (Impact 360).
• Over a 6 month period, converted a manual QA process to a fully automated process. This allowed for a significant increase in productivity.
• Increased quality monitoring productivity by 40% in 6 months. Maintained a 95% +\- 5 confidence level.
• Aligned quality metrics with business goals by creating new monitoring and audit forms.
• Reduced calibration variance to less than 5% for existing businesses.

• Assess relevant training needs for all call center employees.
• Produce organizational strategy and plans to meet training and development needs.
• Assist in designing training syllabus for all call center sites.
• Organize training resources as required to achieve efficient training attendance and delivery.Allocate resources to areas of the business that have the greatest potential return on investment.
• Recruited and oversee instructors and subject matter experts to support the opening of outsourced call centers in India, Philippines and Canada.

• Helped with the start up of customer care operations in India.
• Built long distance relationships with outsourced call centers located in India and Manila
• Measured success and helped to establish structure across all Circuit City call sites.
• Recruited instructors and subject matter experts to support outsourced call centers during peak season.
• Processed billing invoices for charges incurred as a result of outsourcing.
• Consistently communicated strategic and tactical plans to cross functional team members.

• Responsible for the development of 4 supervisors and over 70 employees.
• Develop and implement department goals, objectives and standards.
• Facilitate departmental team meetings and effectively promote teamwork.
• Planned and coordinated team training and learning strategies.
• Served on interview panels for numerous call center positions.
• Analyzed reports used to increase departmental productivity and initiate improvements when needed.

• Responsible for the development of 3 supervisors and over 40 associates.
• Benchmarked call center outbound dialing and assisted with the purchase and integration out new hardware. Productivity increase by an average of 30% across all campaigns.
• Collect and analyze data on customer demographics, preferences, needs, and buying habits to identify potential markets and factors affecting product demand.
• Conducted customer focus groups. Devise and evaluate methods and procedures for collecting data (such as surveys, opinion polls, or questionnaires).
• Attend staff conferences to provide management with information and proposals concerning the promotion, distribution, design, and pricing of company products or services.
• Direct trained survey interviewers.

• Coached and developed staff of 8 employees that made deliveries for the entire Metro-Richmond area.
• Helped to establish the process for the new “Crossdock” concept of delivery. Integrated the delivery teams for the individual store across the Metro-Richmond area.
• Increased the amount of daily deliveries by 5% through more effective truck routing.
• Maintained inventory integrity by establishing new warehouse procedures. Reduced inventory shrinkage by 3%.
• Reduced number of stock picker/forklift damage. Translated to a savings of $107,000+ in 1997

• Utilized creative problem solving skills to resolve customer issues.
• Followed and established store opening and closing procedures.
• Reconciled Inventory reports by conducting cycle counts.
• Managed front counter and warehouse operating procedures.
• Enforced safety procedures and federal operating laws.

*Transported mail from clerks office to loading dock.* Worked as clerk when short handed.