Acts as a Crisis Manager for Partner driven or CSG escalated calls Monitor and Measure incident service metrics and ongoing communications throughout the life cycle of joint incidents Coordinate and document all communications between SMS, Client and Partner. Evaluate and report on partner performance and recommend corrective action as needed. Participate in the Root Cause Analysis process where Partner or CSG involvement is indicated. Participate in Partner utilization reviews . Monitor and manage the Wal-Mart remedy que during shift and after hours. Assist in research as needed for recruiting and on boarding of new partners. Assist in the development of a partner relations best practices policy. Assist with call center projects, such as defining, creating, and implementing various training CBTs for company wide use.

My company invests in commercial and residential real estate in the NC/SC area. We are currently expanding into the FL, GA and AL markets.

Manage a marketing/sales force and sales management team of 20+ employees. Interview and hire a marketing/sales team of 20+ . Develop skill set of sales force through role plays and one on one meeting to ensure team is following sales process and exceeding expectations at each touch point. Ensure both marketing and sales managers are following each prospect through the entire lifecycle of the account. Monitor, and manage the day to day production of the marketing / sales team. Ensure all accounts are set up correctly and handed off to IT for web portal programming. Ensure sales force has accurate documentation for sales and commissions are properly allocated per sales incentive plan.

Manage a team of 380 + inbound and outbound financial services representatives and team leads. Recruit, hire, train, and motivate new and existing team members. Conduct weekly meeting with team managers, support staff and executive vice president. Travel to client site to participate in vendor relationship meetings and trainings. Handle frontline customer escalations after team members/leads have exhausted all efforts to resolve issue. Coach and develop support staff to exceed expectations of client and keep focus of developing relationship with client to ensure project is successful and profitable. Provide coaching /feedback to representatives and a weekly/monthly basis and during yearly evaluations. Track and develop process efficiencies that will generate revenue and reduce costs. Conduct daily conference calls with client to discuss successes / failures of project and what has been implemented to correct failures. Observe ACD to ensure center is meeting service level requirements. Track this information through workforce to project call volume levels to meet center staffing needs. Discuss process improvements to move the bar to successful customer interactions on every call. Host client during site visits and conduct meetings to discuss issues with project. Manage disciplinary actions of employees following HR guidelines including terminations. Daily communication with EVP to discuss opportunities of start-up project.

Directly supervise a team of 40+ technical support representatives. Remote and live monitor representatives on a weekly basis, as required, to ensure quality standards are being met. Meet with direct reports and manager to discuss quality feedback and discuss areas of improvement. Discuss quality scores given by quality team. Coach and develop team members to meet /exceed calls per hour, adherence, average handle time and quality goal. Weekly meetings with site manager and operations manager to discuss strategy for process improvements for next generation of new hire classes and current employees within the center (training, floor support, schedule adherence, handle time, etc). Conduct weekly team meetings and one on one sessions with team members and floor support to address center issues and new processes implemented by center management or corporate. Daily use of Word, Excel and other Microsoft office products. Created dress code and other policies to ensure employees are following guidelines and procedures for Charlotte Convergys site.

Daily updates of visual boards with team's previous days statistics. Daily huddle meetings with team and management staff to give updates of current and previous day's statistics. Hourly staff updates to inform team members of progression toward daily goal for calls taken and dollars collected. Directly supervise a team of 15+ inbound financial service representatives. Remote and live monitor representatives on a daily basis, as required, to ensure quality standards are being met. Meet with direct reports and manager to discuss quality feedback and discuss areas of improvement. Discuss quality scores given by quality team. Discuss and implement performance plans for teams members not meeting minimum standards. Successful record of developing low performers and assisting them in meeting/exceeding goals. Daily use of Word, Excel and other Microsoft office products. Ensure team members are "logged into" queue during scheduled hours to ensure company service level requirements are met and maintained. Motivate and develop staff to meet and or exceed departmental objectives. Conduct interviews for and hire potential candidates. Successful design and Implementation of "Team Captain" and "Walk-In-My-Shoes" programs. Responsible for recruiting, interviewing, and hiring potential candidates.Implemented TCS scheduling which forecast and successfully staffed center based on previous years call data. This eliminated over staffing costs and streamlined the current staffing process. Foster relationships and contract negotiations with local temporary agencies in the Tallahassee area for temp to permanent employees. Daily use of Word, Excel and other Microsoft office products. Organization and implementation of a virtual call center that encompassed virtually combining the call volume of 2 call centers that was transparent to our customer base.