DePaul Central provides one-stop services to help students manage registration, academic planning, financial aid and payment processes at DePaul. DePaul Central provides services across multiple channels (in person, email, phone, web and chat) to help students and families understand how to take care of their business and make well-informed decisions. Provide effective leadership and support to direct reports, students, and administration. Analyze statistics gathered by staff to determine the appropriate course of action to resolve customer issues. Effectively communicate workflow process to staff, other administration and universities within the region.

Founded in 1983; we're not just in the business of connecting calls; we're in the business of connecting people.Sales Manager, Corporate Retail StoreProvide effective leadership and support to local Retail Wireless Consultant to ensure effective selling process is being offered to customers. Direct the actual distribution or movement of a product or service to the customer. Coordinate sales distribution by establishing sales territories, quotas, and goals and establish training programs for sales representatives. Analyze sales statistics gathered by staff to determine sales potential and inventory requirements and monitor the preferences of customers.Resolve customer complaints regarding sales and servicePlan and direct staffing, training, and performance evaluations to develop and control sales and service programsDirect, coordinate, and review activities in sales and service accounting and recordkeeping, and in receiving and shipping operationsModel and effectively communication the values and behaviors of the organization at all timesReview operational records and reports to project sales and determine profitability

Provide effective leadership and support to local Retail Wireless Consultant (s) to ensure effective selling process is being offered to customers. Direct the actual distribution or movement of a product or service to the customer. Coordinate sales distribution by establishing sales territories, quotas, and goals and establish training programs for sales representatives. Analyze sales statistics gathered by staff to determine sales potential and inventory requirements and monitor the preferences of customers. Resolve customer complaints regarding sales and service Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs Direct, coordinate, and review activities in sales and service accounting and recordkeeping, and in receiving and shipping operations Model and effectively communicate the values and behaviors of the organization at all times Review operational records and reports to project sales and determine profitability

Provided leadership and support for an inbound call center encompassing provider offices and physicians, managing a $17M annual budget; enhanced service excellence by effectively developing and sustaining operational structure and staff; conducted consultative discussions and strategic planning with executive management; worked to meet client demands on a daily basis.; facilitated monthly meetings to communicate strategic initiatives for financial, project, and business planning.; initiated client-tracking documents at multiple locations.; monitored and ensured governmental and internal compliance procedures. Generated $500K savings by monitoring contractual obligations.  Enhanced productivity 30% by creating a tracking tool to manage data entry performance Responsible for KPI performance indicators to meet contractual obligation as well as overall company expectations. Reduced attrition rate by 62% annually and achieved $1M savings by enhancing tools, systems, and procedures and by implementing open door policies. Developed reporting & tracking tool to observe trends that would impact overall customer experience. Improved HR team development by proposing and launching a mentor program

Founded in 1986 and never owned by a drug manufacturer, Express Scripts aligns its interests with those of plan sponsors and their members. Senior Manager, Prior Authorization Call Center Provided leadership and support for an inbound call center encompassing provider offices and physicians, and $17M annual budget; enhanced service excellence by effectively developing and sustaining operational structure and staff; conducted consultative discussion and strategic planning with executive management; worked to meet client demands on a daily basis.; facilitated monthly meetings to communicate strategic initiatives for financial, project, and business planning.; initiated client-tracking documents at multiple locations.; monitored and ensured governmental and internal compliance procedures.Generated $500K savings by monitoring contractual obligations. Enhanced productivity 30% by creating a tracking tool to manage data entry performanceResponsible for KPI performance indicators to meet contractual obligation as well as overall company expectations.Reduced attrition rate by 62% annually and achieved $1M savings by enhancing tools, systems, and procedures and by implementing open door policies.Developed reporting & tracking tool to observe trends that would impact overall customer experience.Improved HR team development by proposing and launching a mentor program.

For 30 years, a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers.; Fast-track promotion through series of increasingly responsible positions; promotion based on strong performance in workforce reengineering, process optimization, productivity improvement, and quality management; worked with Fortune 500 clients in the wireless industry to secure/expand business accounts, service commitments, root cause analysis, and action planning. Administered an annual program budget of $12M and managed up to 18 reports along with providing solutions to customer concerns; introduced monthly incentives and facilitated training, development, and team building at client sites; developed proposals and work-orders for various projects. Designed and implemented customer-facing processes for telecommunications clients and implemented business process improvements to improve efficiency, QA effectiveness, and training programsSupervised staff by screening, selecting, and coordinating the hiring of applicants to meet departmental and business objectives. Provided leadership and direction to 400 direct/indirect reports while managing a multi-million dollar P/L for telecommunication client portfoliosIncreased business by 41% over a 12-month period.Responsible for meeting service commitments through data collection, root cause analysis and action planning.Managed and supported the marketing operations and call center activities domestically and internationally; including the creation and documentation of performance strategies, profitability initiatives, and various customer impacting programs. 6+ years experience handling sensitive/difficult client communication and instruction.Provided coaching and implemented action plans in order to maximize performance and provide effective feedback Served as single-point of contact for all client interfacing opportunities

Fast-track promotion through series of increasingly responsible positions; promotion based on strong performance in workforce re-engineering, process optimization, productivity improvement, and quality management; worked with Fortune 500 clients in the wireless industry. Administered an annual program budget of $12M and managed up to 18 reports along with providing solutions to customer concerns; introduced monthly incentives and facilitated training, development, and team building at client sites; developed proposals and work orders for various projects.  Designed and implemented customer-facing processes for telecommunications clients and implemented business process improvements to increase efficiency, QA effectiveness, and training programs Supervised staff by screening, selecting, and coordinating the hiring of applicants to meet departmental and business objectives. Provided leadership and direction to 400 direct/indirect reports while managing a multi-million dollar P/L for a telecommunication client’s. Increased business by 41% over a 12-month period. Responsible for meeting service commitments through data collection, root cause analysis and action planning. .6+ years’ experience handling sensitive/difficult client communication and instruction. Provided coaching and implemented action plans in order to maximize performance and provide effective feedback  Served as single-point contact for all client interfacing opportunities  Worked with Training, Human Resources, Workforce Management, as well as other departments to ensure program requirements were met. Developed statistical data/analysis reporting to drive performance and enhance overall quality of program/department. Enhanced monthly revenue by 92% by more effectively managing complex call-center programs.  Generated 10% cost savings by introducing more efficient expense procedures. Improved overall attrition rate by 38% (annualized