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, procedures, and workflows for the contact center. Implemented process improvements which improved overall departmental metrics. Served as liaison between contact center, sales, and other internal departments. Responsible for staffing selections, development, discipline, and termination. Drafted business requirements for inContact and Salesforce CRM enhancements. Conducted quarterly business reviews with clients. Provided contract renewal assistance to sales for assigned accounts. Led product training sessions with clients. Tasked with introducing new product features to clients. • 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. Developed demand / capacity, productivity, and quality assurance models. Drafted business requirements for Siebel CRM enhancements. Responsible for $10 million annual budget. Used interpersonal, decision-making, organizational, and leadership skills to meet departmental goals. Conducted quarterly business reviews with clients. Provided contract renewal assistance to sales. Facilitated onboarding of new clients including kick-off meetings, knowledge transfers, training and system access. Provided product demos and training for clients as needed and in support of cross-sell efforts. • 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 CRM, VRU, and knowledge databases. Monitored real time metrics and made adjustments as needed to maximize performance and productivity. Responsible for staffing selections, development, discipline, and termination.• 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 Notes CRM. Served as departmental project lead for Siebel CRM implementation. Created training manual and trained 80 US and Canadian reps on Siebel CRM. Identified and eliminated gaps in existing policies and procedures. • 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.