Freddie Harrison Email and Phone Number

-Directly lead a team of five salaried managers with an organization of 400+ associates total.-Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments. -Key contributor to major initiatives/process enhancements in multiple LOBs, including hiring, onboarding and managing offshore operations. -Delivered results while putting the customer first and applying an omni-merchant mindset and the EDLP and EDLC business models to all plans-Implement and support continuous improvements and willingly embrace new digital tools and ways of working.

-Led a team of ~5 hourly managers with hourly alignments of ~15 associates each who met or exceeded all outlined KPIs-Grew current team 700% YoY with 93% retention rate-Key contributor to major initiatives/process enhancements in multiple LOBs-Delivered results while putting the customer first and applying an omni-merchant mindset and the EDLP and EDLC business models to all plans-Implemented and supported continuous improvements and willingly embraced new digital tools and ways of working

Assists contact center management in ensuring the productivity of resolution specialists by monitoring resolution specialists' schedule adherence andproductivity; listening to calls to validate escalated customer claims or compliments; working with resolution specialists to address improvementopportunities; providing recognition for success; gathering and compiling data to create resolution specialist service and feedback reports;participating in resolution specialist feedback sessions; and making recommendations for additional training.Supports contact center operations by implementing skill and service improvement action plans; providing guidance on action plan implementation;adjusting hourly associates' daily work assignments to meet business needs; providing recommendations on staffing levels based on service levelneeds; assisting resolution specialists as they adjust to their work environment and tasks; recognizing trends in issues and/or contact types;communicating or escalating issues to contact center management, training and quality team, or appropriate teams (for example, Merchandising,Operations, Public Relations); and recommending solutions and action plan steps.Provides subject matter expertise and responds to escalated issues and resolution specialist questions by remaining visible to associates duringassigned rotation; monitoring resolution specialist activity to determine if additional support is needed; answering calls in escalated assist queue;researching issues; advising associates on action steps; speaking to customers to determine issues and provide assistance; and providing solutionsto achieve customer satisfaction with issue resolution.

Resolves complex contact issues for stores, associates, and high impact customers by researching issues and resolution options; determiningappropriate resolution; providing information to customers and associates; utilizing program quality guidelines and program resources; authorizingcustomer compensation to achieve customer satisfaction with issue resolution; and partnering with key stakeholders (for example, Walmart.com,Merchandising, Operations, Legal) as required to resolve issues.Enhances engagement of and collects feedback from stores, associates, and high impact customers by researching and resolving ongoing issues;following up with customers on issues; implementing resolutions; communicating final decisions and resolutions to customers; and gathering andrecording customer satisfaction survey ratings.Identifies root cause solutions contact issues by asking probing questions in order to understand the issue; documenting customer and associateconcerns and feedback; researching issues; identifying and communicating data trends to multiple departments (for example, Merchandising,Operations, Public Relations); and implementing resolutions.Supports and advises entry-level contact center resolution specialists by responding to escalated contacts; researching issues as necessary; andproviding resolution.Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy;and applying these in executing business processes and practices.Completes work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and otherbusiness partners; identifying priorities, deadlines, and expectations; carrying out tasks; communicating progress and information; determining andrecommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback.

Supervise all aspect of shorebase operations including personnel, logistics, procurement, and safety and compliance.Project Experience:Arena Offshore - materials coordinator, shipping & receivingTransocean - dispatcher/logistics coordinator for Development Driller I, Deepwater Pathfinder, CR Luigs, Discoverer Enterprise, Discoverer Spirit, 2015 Discoverer Deep Seas Out of Service project