Gregory Harmon Email & Phone Number

Greater Atlanta Area

• Directed activities of 10 direct reports and 14 indirect reports. Responsible for global workforce management plan including staffing and forecasting. Provided 24x7 follow-the-sun support. Developed policies.
• Developed Client Engagement program for department which led to a 15% increase in customer satisfaction scores.
• Enhanced WFM plans by incorporating various data sources and leveraging Watson AI program. This included enhancing reports, developing new KPI scorecards and the creation of employee led WFM council.
• Developed Client Retention program for department which led to a 20% increase in retention/contract renewal.
• Increased customer satisfaction by 10% and reduced abandon rate from 15% to 5% by analyzing data to uncover training gaps and customer trends.
• Increased productivity by 20%, using web / phone team and swarming concepts.

Greater Atlanta Area

• Oversaw activities of 34 direct reports on 6 separate teams. Responsible for global workforce management plan including staffing and forecasting. Presented performance data in weekly and monthly metric meetings..
• Reduced abandon rate from 7% to 5% by examining trends in data and adjusting staffing.
• Developed Client Engagement program which led to a 7% increase in customer satisfaction scores.
• Developed Client Retention program which led to a 15% increase in retention/contract renewal.
• Delivered $344,945 in cost saving by supporting calls that were originally outsourced.
• Led cross-sell project which generated $50,000 in incremental revenue during test phase, including training support team members to convert support calls into sales calls.

Greater Atlanta Area

• Directed activities of 24 direct reports on 3 separate teams. Standardized departmental processed and procedures. Set departmental goals, conducted monthly / mid-year / year-end performance reviews. Led improvements to.
• Reduced abandon rate from 15% to 7% by analyzing trends in data and adjusting staffing.
• Minimized average speed of answer from 1.5 minutes to 1minute, evaluating trends and cross-training teams.
• Delivered on $400,000 in cost saving by supporting calls that were originally outsourced.
• Hired and trained new team within 30 days, ensuring appropriate level of support for outsourced calls.

Greater Atlanta Area

• Led activities of 12 direct reports supporting top 45 customers and assigned sales representatives. Responsible for US workforce management plan including staffing and forecasting. Developed enhancements for Lotus.
• Led cross-sell project which generated $100k in incremental revenue, proving training of appropriate team members and verifying conversion of calls into sales calls.
• Increased customer satisfaction 9% (85% to 94%), cross-training each team member to support top 45 customers.