Joe Mount Email & Phone Number

Indianapolis, Indiana Area

• Oversees and maintains the Workforce Management (WFM) Platform utilized forecasting, scheduling, tracking, monitoring and reporting the daily/monthly call center statistics • Consistently optimizing workplace performance by providing strategic support to multiple teams to improve day-to-day operations• Working across departments with technical and client facing teams to reduce the impact of operational impairments• Regularly defines, identifies, and develops, implements tools and process that are required for the successful management of call center resources to achieve business objectives• Develops and directs the implementation of strategies to substantially improve efficiencies and service provided while reducing costs• Synthesize quantitative data into actionable recommendations and partner with the business leaders to review BPO performance, forecast accuracy and productivity to inform decisions/plans as necessary to mitigate risk, optimize customer support performance, and maximize resource utilization• Design, promotes and lead the strategic workforce management plan/models/tools including implementation roadmap and execution to support the global Customer Support initiatives• Investigates opportunities for continuous improvement to identify best practices and simplified changes across all Operational teams by consulting with leadership within the organization• Implements all new clients into the Operational Department organization; including bi-weekly meetings with management team, daily performance, communication and internal tooling• Reviews implemented improvements to process flows, employee training and staffing methodologies to maximize employee productivity and operational effectiveness

Indianapolis, Indiana Area

Led, mentored and trained multiple small teams as well as managed all aspects of scheduling for 250 associates. • Developed and implemented new processes across a large team to enhance associate experience.• Created schedules for 250+ associates on a monthly basis while completing projects, meetings and other activities. • Conducted weekly staffing calls with business partners to review upcoming week’s forecast, schedules and off production activities. • Led multiple projects simultaneously across peers and management• Collaborated with other schedulers to achieve weekly tasks, schedule department wide training and completion of projects. • Initiated John Maxwell Leadership Mastermind Group to over 100 associates.

Indianapolis, Indiana Area

Managed real-time events for two locations; monitored and reacted to fluctuations in call volume as they occurred in order to restore service levels as quickly as possible.• Achieved a 30 second Average Speed of Answer (ASA) for all performance guaranteed clients.  Monitored and enacted levers to fluctuations in call volume as they occurred in order to restore service levels as quickly as possible.  Adjusted call routing when unusual call patterns appeared to protect service levels.

Served as primary agent responsible for numerous inquires from email boxesConsistently achieved or exceeded customer service excellence goals. Responsible for responding to inquires from high level customers in a timely manner. Prioritizing and researching problem accounts

Served as primary liaison to student loan customer base for product quality and satisfaction. Consistently achieved or exceeded customer service excellence goals.Researched and resolved account problems for clients and schools.Facilitated focus group geared toward quality improvement, assisting with implementation of new ideas.Account Escalation SpecialistServed as phone supervisor responding to and resolving escalated customer complaints. Responded to requests and inquiries generated from borrowers, customer service professionals and other internal and external customers.Identified, addressed, documented and resolved borrower issues in a timely and professional manner.Customer Service ProfessionalAssisted borrowers with questions and problems regarding federal and private loans in compliance with company policies.

Responsible for scheduling staff and training all new hires. Assisted employees in providing superior customer service while serving as mentor and coach to teammates.Balanced, reconciled, and prepared invoices for key clients, and researched and resolved payment problems.Prepared employee payroll, answered phones, and prepared monthly revenue and expense reports checking against budgeted amounts. Conducted nightly audits balancing cash drawer.Quality checked employee expense reports for accuracy and entered into system for payment.

Associates, Business Management

Associate Degree, Business Management