Lowe (Attcinw) Email and Phone Number

 Maintain and report weekly from workforce capacity to insure all staffing, training, meetings, and offline activities are scheduled for all sites with 100% compliance while maintaining channel service levels. Produce regular and effective long term call volume and staffing forecasts utilizing historical actual, recent trends, and marketing schedules to meet channel service levels. Manage various projects as needed to support channel initiatives. This includes but is not limited to new call center setup, telephony routing, strategic planning and forecasting, and systems integration. Key partner in development of IEX database in DMDR as well as continued maintenance of the IEX database. Partnered with Tier 2 support personnel in continued enhancement of the IEX database.  Partnered with vendor management team and vendors in data transfer from vendor call management systems to IEX database and management of adherence to work order and scheduling of agents based on staffing recommendations. Manage and drive results in the areas of agent availability, occupancy, average handle time, after call work, service levels, abandonment, and other various call handling metrics within internal and vendor sites. Served as Sales Team Manager from 2002 – 2004 which included call quality monitoring, sales performance coaching, and driving key performance metrics within the sales organization.

 Manage outbound telemarketing call center of 20-30 telephone agents making cold calls to set appointments and sell credit card processing equipment and services Responsible for training of agents in call handling techniques, sales attributes, and persuasive closing techniques. Management of lead generation in various parts of the country for the outside sales representative team. Call quality monitoring and management.

 Responsible for managing team of order management representatives who insured shipment and invoicing of all orders that were processed through the National Sales channel. Managed the order management cycle from close of sale to invoicing to insure P&L budgets were met on a monthly basis. Insured inventory and shrinkage control were well above company standards. Management of custom configuration and build of computer equipment including but not limited to large project builds that had to meet ISO standards and government regulations.