Gary H. Email & Phone Number

Colorado Springs, Co, Us

Colorado Springs, Colorado, United States

Colorado Springs, Colorado, United States

Colorado Springs, Colorado

• Monitor call center agent performance and implement performance improvement.• Communication with clients via email, instant messaging, and phone.• Assist in monitoring and training of new agents.• Mentor and encourage agents towards possible promotions.• “SME” in client systems and processes.• Utilizing Five9 and Spoken systems in monitoring agents and running performance reports.• Promoting client goals.

Colorado Springs, Colorado Area

Manage resolution of customer support, inventory and shipping issues through communication with multiple departments and managers.Monitor PCI, HIPAA and ePHI compliance.Assist in coaching and training of Customer Service Representatives.Monitor service levels and compliance with client expectations.

Promoted to Workforce RTA after four months employment as Credit Card Fraud Analyst, inbound calls.Monitor call center agent adherence.Analyze call center agent stats in adherence and ready status.Process vacation requests.Communication with clients via email and phone in resolving escalated issues.Enforcement of Firstsource Solutions Code of Conduct.Schedule trainings and agent performance coachings“Floor Walking” and assisting all agents when needed.Analyze “suspicious” inbound calls for possible fraudulent Credit Card activity.Process Credit Card applications passed on to the Fraud Department by the Credit Analysts.Weekly meetings with Workforce Analysts and Supervisors to discuss center goals and staffing issues.

• Monitor call center agent performance and implement performance improvement.• Communication with clients via email, instant messaging, and phone.• Assist in monitoring and training of new agents.• Mentor and encourage agents towards possible promotions.• “SME” in client systems and processes.• Utilizing Five9 and Spoken systems in monitoring agents and running performance reports.• Promoting client goals.

Promoted to Operations Supervisor after three months employment as call-center agent and training mentor.Monitor call center agent performance and implement performance improvement when necessary.Analyze call center agent stats and present performance reviews monthly.Assist Call and Resource desk in tracking and coaching on possible agent errors.Communication with clients via email and phone in resolving escalated issues.Enforcement of Stellar Restaurant Solutions Code of Conduct.Assist in monitoring and training of new agents."Floor Walking" and assisting all agents when needed.Mentor and encourage agents towards possible promotions.Promoting Open Book Management with agents.Weekly meetings with other Operations Supervisors and Call Center Manager to discuss center goals and issues.

Promoted to kitchen manager three weeks after starting as cook in order to fill position left vacant by contract withdrawal of catering company.Instrumental in implementing security surveillance system for business.Managed online promotions through webpage implementation and design and "social" websites.Elevated kitchen profits through menu review and planning.Implemented in-house catering menu and party promotions.Directed human resources for back of house operations.Managed vender relations and maintained stock at a consistent level.

Recruited by Master Pools to head service department after successful term as manager for Pool Care; Modernized service department logistics.Introduced training programs that enhanced employee performance and helped build a motivated workforce.Raised customer satisfaction in all areas of service department.Managed vender relations and maintained inventory at a consistent level.Successfully elevated service department profits through revamping of collection methods.Directed human resources for service department employees.Dispatched service employees to meet and exceed customer requirements.Personally handled all service department customer service issues.

Hired by Pool Care as Swimming Pool service technician. Promoted to Service Manager within first year. Managed service department for over 7 years.; Instrumental in growing company over 400%Modernized service department logistics.Personally handled all service department customer service issues.

Graduate

Hospitality Management

Training: Completed numerous courses in customer service, inventory control, loss prevention, time management, leadership, performance.