Keith Glover Email & Phone Number

Boston, Massachusetts, US

Boston, Massachusetts, US

Boston, Massachusetts, US

Newton, Massachusetts, US

Chestnut Hill, MA, US

• Direct and manage the daily and long term operations of a 100+ seat, multi-tiered, bi-lingual contact center handling over 1 million interactions annually
• Consistently met or beat 5 mil annual budget covering 100+ agents, managers, support staff, telephony, technology, and external vendor costs
• Transitioned a traditional voice only call center to a modern multi-channel contact center handling interactions via voice, chat, email, SMS, and social
• Identified unique KPI’s and implemented them alongside industry standard metrics enabling delivery of measurable, predictable, and scalable service level on a 24/7 basis
• Built standardized and effective onboarding, continuing education, and quality monitoring programs, each with dedicated resources, operating manuals, and reporting & analytics
• Managed the implementation process for business critical top tier technology solutions, including business requirements gathering, vendor evaluations, platform customizations, and roll out

Chestnut Hill, MA, US

• Managed scheduling and daily workflow for all department supervisors and call center agents
• Developed and implemented a skills based routing strategy that resulted in a 30% increase in service level and a 50% decrease in abandoned calls
• Assisted in developing and monitoring department operating budget
• Co-managed outsource providers to ensure service level and budget requirements were sustained
• Managed remote agent pilot program and achieved 100% “work at home” availability within 60 days
• Managed relationships with telecomm and ACD providers

Boston, MA, US

US

• Supervised sales related call center activities including telephone, web, chat, and outlet showroom
• Project managed the implementation of www.mattress.com e- commerce division focused primarily on eBay, Amazon.com, and web chat as well as administering, tracking, and sales-based statistical analysis for all channels
• Implemented and maintained a 5 Star quality based program ensuring a universal best practice sales and service approach
• Driving force in upholding highest sales and customer care standard and awarded the prestigious 2004, 2005 and 2006 Better Business Bureau “Torch of Excellence” for highest standards of integrity, honesty and ethics in.
• Trained individuals and groups to ensure consistency and service quality
• Interfaced with vendor groups to define and respond to support & sales needs training programs

US

• Managed the build-out and operations of a retail outlet location as well as leading a team of senior sales agents tasked with developing new e-Business initiatives
• Developed, designed, and implemented the concept for an onsite retail outlet location which achieved a 65% closing ratio
• Implemented an onsite product training center for inside sales agents which reduced customer exchanges by 20%
• Liaised between merchandising, marketing and sales management departments
• Consistently maintained top ranking among inside sales agents in all quarterly metrics including conversion ratio, average ticket, exchange rate, etc

US

• Routinely and effectively converted inbound telephone sales inquires into closed sales
• Consistently ranked #1 in closing ratio, total sales dollars, highest average ticket, lowest exchange rate, and all other tracked sales-based statistics o Statistics included: 37% conversion ratio, $800 average ticket.

• Responsible for producing A+ quality leads by making outbound sales inquiries from targeted lists to Director and Vice President level technology department staff on behalf of large technology companies
• Consistently ranked in the 95th or higher percentile of the 150 business development consultants on staff.
• Developed and implemented a help-desk approach as part of team tasked with resolving development consultant questions and issues related to new e-CRM software developed internally
• Defined and implemented lead generation programs focused on improving core results for Dell, Infinium Software, Sitara Networks, Cisco, NEC, and Worldcom