Greg Walker Email & Phone Number

Skilled leader, able to bring people together in a common effort through communication, team building, strategic planning, and problem solving. Recognized for having the ability to develop client focused organizational cultures resulting in significantly higher customer satisfaction. More than ten years management experience in the customer service and technical industries with the ability to quickly assess call center operations and implement the proper balance of people, processes and procedures, and technologies to improve employee productivity and achieve high client service levels. Hands-on experience with ACD operations, workforce management of staffing levels using multiple call center programs, establishing metrics, providing analytical support and recommendations for staffing resources to ensure service goals are attained. Provide coaching and development through motivating and mentoring staff in attaining individual performance goals through evaluations/feedback and corrective discipline as needed to address non-compliance issues. Ability to analyze problematic situations, multi-task in high stress environments, and apply policies and procedures with common sense.

Listed skills include Call Centers, Team Building, Process Improvement, Leadership, and 11 others.

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  Customer Service

  Hallmark Business Connections

  2007 - Present

  Manage and lead team providing service and support for employee and consumer incentive solutions in a B2B e-commerce high tech environment.

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  Southern Illinois University, Carbondale

  Electrical Engineering