Harold Westfall Email & Phone Number

Atlanta, Ga

Primary Responsibilities and Essential Functions• Responsible for running complex programs and projects; including tasks involved in design, development and execution• Apply customer care and call center experience to the development of self-service and support capabilities• Identify business opportunity and risks by analyzing current customer service industry trends and best practices• Participate in creating business impact goals for developed strategies• Develop business case to support proposed enhancements and secure funding• Reconcile assumptions used in the development of business cases• Undertakes strategy creation for contingency planning and risk mitigation• Collaborate closely with boundary partners on development and execution• Ensure alignment of self-service channels to create a seamless customer experience• Ensure continual communications with all key functional partners• Create weekly and monthly metrics and analytics reports• Assist with developing training needs

Cox Communications Atlanta, Ga

 Real-Time service level loss, action, escalations, execution and planning Monitor and compare call delivery, staffing, Service Level status to expected performance  Identify, notify, and document performance impacting events (i.e. natural disasters, political events, outages, and technology failures)  Gather data: volume, headcount, service level, and overtime and skill/org changes  Reconcile and archive results (accuracy and direction verification)  Gather pipeline/sales impacts/subscriber data  Identify marketing and promotional impacts and applicability to forecasts  Gather transformative events  Create line of business level base forecast  Identify historical impacts and coefficient factors  Update call volume trends, seasonality, and adjustment factors  Update FTE planned per skill based on most recent headcount provided  Produce FTE requirements for current forecast  Validate forecast model assumptions with relevant POCs (FTE, Volume, SL, OT)  Create LOB level final adjusted forecast  Review LOB level outlook and plan with stakeholders  Create mix strategy and network breakout plan via template set  Create breakout distribution for locations/vendors  Escalate Vendor Service Level coverage to appropriate audience

Phoenix, Arizona Area

Leadership (1992-1996) responsibilities included: Leading a team of customer service representatives to achieve quality standards and productivity goals. Provide strong consistent leadership and direction while translating the company and department vision into measurable goals and objectives. Provide consistent feedback and coach for improvement. Partner with management to identify and resolve system and procedural problems. Served as an active voice in driving process improvements and directed team to do the same. CQI Implementation Team responsibilities included. Peer chosen group to analyze the order to connect process and effect change using Total Quality Management techniques. Instrumental in developing and implementing the reorganization of Sales, Dispatch, Full Service Maintenance and Customer Service into a Rapid Care team environment. New Business Development Representative (1994-1995) Lead Customer Service Representative (1992-1994)

Education record

Education record