Lannie Self Email & Phone Number

Richardson Texas

Directs an inbound staff of professional Customer Support Agents responsible for providing exceptional service to our clients and their customers. Build and manage relationships with clients.We are much more than just a call center. I am a big believer in building rock-solid relationships with our clients in order to effectively service the end customer. We current provide support for The Dallas Morning News' digital products and some print edition subscribers. Our center has the capacity to seat up to 100 inbound agents.Please let me know how we can help you with your business.

Managed In-bound call center team responsible for Tier 1 direct customer support.

Participated in the creation of a start-up call center group comprised of 15 Outbound / Inbound TSRs. Responsibilities included contacting owned and partnered mortgage loan customers to sell the benefits of refinancing at lower interest rates, ultimately connecting them to Loan Officers for evaluation & service.• Hiring, training and developing staff.• Established strong performance metrics aimed at increasing lead submissions.• Developed and implemented policies & procedures• Created a knowledge based system for quick & easy retrieval of procedural and contact information.

Managed multiple teams and day-to-day activities of inbound Customer Care and outbound Subscriber Retention call center groups.Managed and directed off-site outsourcing team responsible for overflow calls. (Defined structure and business rules for overflowing calls to off site call centers while serving as primary liaison to ensure proper quality and procedural processes were maintained at all times.) Developed and executed targeted performance metrics and comprehensive incentive plans that increased staff productivity, revenue and subscriber retention.Served with or led implementation projects or advisory committees for various technological advancements within the call center and supporting areas.Developed and facilitated various collaborative efforts to build relationships with field and other departments for betterment of the whole customer experience. Recruited, hired, coached, mentored, evaluated staff.

Supervised three Administrate teams responsible for:Assisting store salespeople with reserving big ticket merchandise for their customers and setting delivery dates.Special Order of big ticket merchandise.Checking in Purchase Order shipments from manufacturers.Supervised Cash Office