Greg Erickson Email & Phone Number

North Little Rock, Arkansas

Responsible for the daily operations of processing functions and maintenance of the processing infrastructure.Ensures service level agreements are met to support clients' and the company's mission-critical business requirements.Manages the processing environment to protect the production systems critical to the business's success.Delivers an operations environment that meets all service level agreements (e.g., 24/7 availability, response time parameters, etc.) and availability targets.Develops and recommends tactical and strategic plans for processing operations. Selects, trains, develops and leads an efficient and effective processing team. Identifies and recommends cost-saving and continuous improvement initiatives within the processing area.Ensures all backup and disaster recovery processes meet or exceed business requirements. Develops and implements team standards and procedures that support departmental standards and procedures.Develops and executes project plans, budgets, and schedules for documentation of work and results.Develops, manages, and forecasts the budgets for the relevant cost centers—other related duties assigned as needed.

Irving, Texas, United States

Provide outstanding Service to internal and external customers.Supervision of 13 Customer Service Representatives.Day-to-day supervision and management of directly assigned technical support agents. Managed personnel issues regarding recruiting, employee performance plans, reviews, and permanent corrective action when needed.I worked with Management to resolve personal issues quickly.Implemented all disciplinary actions by company policy and ensured consistency.Responsible for directing call center workflow and providing supervision, leadership, performance coaching, and career counseling for the continued advancement of 10-15 Call Center Representatives.Handling escalated customer calls, meeting both customer and company objectives.

Dallas, Texas, United States

Supervisor of Customer Service, NRC National Repair Center and Collections. Responsible for the success of 20 Customer Service Representatives.Monitor representative calls every week to ensure that quality service is being provided.Could you provide weekly quality and statistical feedback regarding representatives' statistics and how well they are reaching the goals set for them?Assist customers who have been escalated to a supervisor regarding their accounts. Coach or progressively discipline those representatives not reaching their goals on a consistent basis.Work with project managers to give them a view of how their decisions will affect the call centers in regards to call volume.Monitor daily stats and report on any changes that may need to be made in scheduling of agents.Train and provide first level problem resolution support to a group of Customer Service Representatives involved in answering and resolving customer service calls concerning residential or business customer service and/or billing problems.Ensure that CSR's have a clear understanding of performance expectations, are

Dallas Te

Group Manager:Responsible for daily one-on-one supervision and management of 80 technicians.Provide leadership for 5 Team Supervisors to guide them in managing daily operations.Monitor quality and service requirements based on contractual obligations anddevelopment for a team of inbound and outbound agents.Provide end-of-month financial billing reports to clients.Daily interaction via phone and e-mail with clients.Track time and attendance for each team member and administer payroll timesheets inaccordance with company policy and procedures.Maintain the highest level of performance and quality according to company policy.Prepare and process annual performance appraisals in a timely manner.Manage the staffing needs through recruitment activities with HR.Resolve personnel issues in a professional manner.Team with local Operations Planning group to evaluate scheduling and staffing needs.Manage labor and non-labor costs to ensure business profitability.Responsible for updating outsourcing reports and send to the client weekly.Responsible for putting together monthly client invoices.Reported daily to the Site managers meeting to report to site director about dailyperformance and daily production and labor costs.Intraday AnalystOperations Planning Team.Reviewed and analyzed queue information and took affirmative action to meetcontractual goals.Interacted with Operations Account Managers, Operations Planning Managers, andTeam Managers to ensure service level, business, and financial goals are met.Produced and reconciled daily staffing and attendance reports