Keith Caldwell Email & Phone Number

Sacramento, California Area

In my current role, I oversee day-to-day operations of 200-215 budgeted FTE in a multi-unit call center by leading customer support specialists for providing B2B support and handling an average of 95-105K inbound calls, email, and chat interactions on a monthly basis. Furthermore, I supervise a support team in change management to maintain and improve profit margins. I nurture strong and long-lasting relationships between fabrication/manufacturing plants and a diverse sales organization to maximize dealer satisfaction. Following are my key achievements or most significant contributions: Achieved bottom-line EBITDA goals by improving manufacturing industry knowledge and window covering compliance and promoting omnichannel solutions and effective communication channels to achieve business objectives. Improved overall cost-effectiveness and quality customer experiences by participating in numerous projects impacting customer support, process improvement, infrastructure upgrade decisions, and customer-centric business decisions.

Sacramento, California Area

During this tenure, I held ultimate responsibility for daily operations of 250-260 budgeted FTE in a multi-unit call center handling an average of 150-160K inbound calls, email, and outbound call activities on a monthly basis. Along with that, I led three sales teams of 35-40 associates consisting of salaried supervisors, business analysts, and hourly member relationship specialists providing loans and deposit services and accounts for consumer products via phone and online channels. Moreover, I streamlined all operations of a department trending 28M in monthly top-line revenue including hiring, discipline, and scheduling of employees to ensure cost-effectiveness and quality member experiences. I fostered strong relationships between branch channel delivery and member solutions to maximize members' satisfaction and promote omnichannel solutions/communication channels. My key accomplishment associated with this job role includes: Successfully increased year over year direct closed-end production and achieved 2015 president’s club sales incentive award by leading a top production market/team and improving financial industry compliance and regulatory knowledge.

Sacramento, California, United States

With Sprint Nextel Corporation, I managed a team of 16-18 associates consisting of salaried assistant managers, hourly retail, and technical consultants providing sales, full service & repair of wireless phones, accessories, and equipment protection for consumers and local businesses. In addition, I streamlined daily operations of a Top Tier store trending 3M in top-line revenue including hiring, discipline, and scheduling to ensure overall cost-effectiveness and quality store performance. I oversaw all aspects of inventory control, visual merchandising, housekeeping, general administration, security, and compliance to the company’s policies and procedures. Some key accomplishments associated with this job role include: Nurtured strong and trustworthy customer relationships to maximize service satisfaction, promote goodwill, and generate repeat/referral business that contributes to the sales growth of the organization. Accomplished 30% sales improvement of the store during the first month of leadership and won the Top Q3 Performance Improvement award. Improved sales management and prospecting skills.

Sacramento, California Area

In this role, I served as a Regional Technical Production Manager for P&L accountability, strategic planning, and leadership of HVAC service & repair in multi-unit (fourteen markets) business providing in-home service repairs to over 115,000 customers annually. Additionally, I managed a team of seven area managers and 80-100 technical associates’ responsible for service, repair, and market share growth via sales & installation of new equipment. I transformed high-potential staff into outstanding leaders to manage corporate initiatives, such as advanced inventory management systems via Softeon to reduce annual controllable expenses. A small section of my achievements is stated as follows: Ensured customer retention and referrals by achieving 72% NPS and relentless customer follow-up while leading region to 10M in service and value-added sales revenue along with 1M year over year improvement in bottom-line profitability. Accredited for improving associate engagement and reducing employee turnover by 12% through the implementation of programs such as quarterly roundtables and pay 4 performance incentives. Played a pivotal role in conducting historical demand and market share analysis and incorporated findings by implementing strategic hiring practices and workforce optimization which led to over 30% collect customer growth.

Sacramento, California Area

- Managed seven salaried process analysts responsible for providing leadership, workforce planning and direction for the management teams of a multi-unit (nine districts) business in order to improve efficiency throughout technical workforce & market share growth- Forecasted customer demand to ensure appropriate staffing levels for meeting annual budgeted payroll equaling 94 million- Helped earn the company 60% customer satisfaction ratings by implementing Trusted Advisor Pro-Advocacy key behavioral traits- Managed capital funding requests of up to 15 million from project approval to project closeout- Led corporate initiatives such as the integration of Service Power Suite - ServiceGantt Scheduling & ServiceManager Capacity Management systems- Managed implementation and progress of five transformational projects throughout the time in the role- Improved business acumen and strategic planning skills

Greater Chicago Area

- Managed a 25,000 square foot Call Center employing 100 - 120 Regional Routing Center associates- Ensured process compliance of ISO 9000 work instructions, procedures and forms throughout the support facility and technical repair workforce- Established project control procedures such as project forecasts and cash flow projections as the QMS Lead Auditor- Implemented efficient process changes to drive positive metric results and continual improvement- Led Region initiatives for improved synergy between Routing and Field workforce- Provided training, mentoring, and career development for current and/or new employees- Developed Project Leadership and Management skills

Dallas/Fort Worth Area

- Managed 25-30 hourly Specialists in a Call Center ensuring various levels of support for internal/external customers - Worked in direct correlation with multiple Field Management teams ensuring efficiency, productivity, and driving value added sales revenue throughout the technical repair workforce- Assisted in capacity management, forecasting, data analysis and workforce planning for seven geographical markets - Reduced overtime by 6% by effectively allocating demand to resources and eliminating non-productive time- Reduced employee turnover by 10% through Associate Engagement activities and servant leadership- Controlled budgeting objective costs efficiently and strategic scheduling plans- Recruited, prescreened, interviewed and selected new employees- Developed influencing and negotiation skills- Improved data mining and statistical analysis skills

Dallas/Fort Worth Area

- Managed multi-level Customer Care Representatives in a Call Center ensuring Tier I, II and III support of communications equipment to our B2B client-base covering North America- Built analytic reports to ensure Service Level Agreements were being met across cross-functional departments- Handle various escalations from internal/external customers, 3rd parties, and vendors- Provided cross-training throughout various departments for process control validity including creating, revising & approving ISO 9000 work instructions, procedures & forms for analysis, budgeting and troubleshooting tactics- Provided mentoring and performance evaluations via meetings and annual reviews- Ensured problematic resolution with a high level of integrity and professionalism- Provided training and career development for current and/or new employees- Recruited, prescreened, interviewed and selected new employees- Maintained database records for customer relationship and support applications- Developed strategic planning and cost analysis skills- Improved business organizational integrity and literacy knowledge

Dallas/Fort Worth Area

- Maintained service level metrics and continual improvement throughout the Call Center support team- Provided mentoring and performance evaluations via meetings and annual reviews- Ensured problematic resolution with a high level of integrity and professionalism- Proactive communication with existing customer base to ensure customer satisfaction- Ensured cost-effective payroll scheduling and highly productive team environment- Improved supervisory and employee relation skills

Dallas/Fort Worth Area

- Provided superior customer service through inbound/outbound calls, emails and fax requests- System support for DOS, Windows, AS400, and UNIX hosts- Activation and provisioning for cellular and integrated network platforms- Developed troubleshooting methodology and triage resolution skills- Improved multi-tasking and time management skills

Bachelor Of Business Administration, Business Management & Accounting

Business Administration & Accounting

Project Management

Project Management Principles