Phaim Harper Email & Phone Number

Atlanta, Ga, Us

Sandy, Ut, Us

Alpharetta, Georgia, Us

Alpharetta, Georgia, Us

Contact Center Engineer

Maximized Five9 Dialer and scrubbed outdated builds. Instrumental in enhancing EMoneyUSA’s Five9 domain. Built scorecards and scripts to maximize efficiency. Launched a second Five9 domain ultimately administering two domains simultaneously. Built QuotePilots telephony platform from scratch, including best practices for the outbound dialer for real time/live and nurtured campaigns, workflow rules, skills based routing and a host of custom reports. Responsible for hiring and terminating associates and ultimately built a team of 22 associates with an end goal of 150 by September to align with enrollment in Medicare Advantage Plans. Coached qualifiers who then transferred customers to Spring Venture Group to connect with a licensed insurance representative. Successfully monitored and ensured Stir/Shaken was in place before July 1st, 2021 along with SMS long codes being delivered and not blocked by local carriers. Routinely monitored campaign performance and approximately 40,000 to 60,000 outbound calls per day. Managed local ANIs purchased from Twilio and uploaded to Reputation ID to ensure ANIs were not being blocked as spam. Created various wallboards to maximize tactical efficiencies

Marietta, Ga, Us

Contact Center best practices built from the ground up within five stand-alone call centers. Telecommunications engineer for Nice inContact user hub and Studio with design/implementation of IVR, Predictive Dialer, CX One, Workforce Management, Quality Assurance, Omni Channel routing, screen recording and extensive canned and custom reports. Lead five call centers to increase KPIs and morale, of those being customer relations, collections, sales, maintenance service work orders and renewals. Skills based routing with overflow design based on departmental metrics to ensure maximum service levels. Created auto reports using Akixi and inContact via an API to support executive level metrics via Power BI. Launched wallboards and gamification. Full support of Clearview/Invue reporting platform.

Irving, Texas, Us

Called upon by CEO to act as a consultant and assist in build out and design of Oneshare's call center and telephony systems. Additionally, grew the call center from one associate to twenty-two.Worked with the Senior VP to implement Ring Central Office and roll out of inContact/NICE call center telephony system.Instrumental on build out and all inContact requirements, including dashboards, wallboards, soft phones and supervisor training. Designed and initiated the IVR and all voice overs in English and Spanish. Interviewed 49 candidates and hired 22 with only one turnover. Implemented KPIs and metrics from agent level, supervisor to C-Level. Instrumental in creating a robust QA Management system via Excel. Ensuring calls were handled with utmost efficiency and a high level of customer service allowing increased service levels, lower abandon rates and lower AHT. Held monthly executive meetings on call stats, current and former initiatives.

Atlanta, Georgia, Us

Joined small to medium size private firm to design and build out the contact center. Designed IVR call tree, quality control systems. Onboarded 71 new hires within two months. Analyze data for strategic decision making for top level executives. Increased service levels from 14% to 80% and above on a consistent basis. Negotiating four types of call center platforms to reduce costs. Heavily involved in the quality assurance process design and roll out, including talk track based on call type. Implemented workforce management solution.Started with 12 Associates and grew department to 80. Developed QA talk tracks, grading system and call requirements. Held bi-weekly calibration meetings to ensure the fairness and all QA analysts coming in with less than five points on same call grading. Met one-on-one with representatives and managers to review calls, deliver grading and best practices going forward. Partnered with outside vendors to implement wallboards, dashboards and enhanced smart phone.Created peer to peer recognition program to boost morale. Instituted departmental handbook enhancing control systems and attendance policy. Associate scorecard was created for monthly reviews and agent performance requirements sent out daily. Met with executives to regular report low to high level KPIs.

Atlanta, Georgia, Us

I was hired to build a call center from twelve Associates to eighty within a year from ground level. I went, we conquered and succeeded.

Jacksonville, Fl, Us

Hired by warranty insurance firm to enhance metric data and management reports. Manage a team of 27 Associates. Placed enhanced attendance standards and tracking systems to improve productivity gains. Implemented scorecards to show daily and QTD Associate performance to assist in reaching team and management goals. Built dashboard from inContact cloud phone system to allow for tactical changes. Increased morale by way of implementing recognition plans and attrition. Handle all departmental internal and external escalations.

Atlanta, Ga, Us

Selected by insurance firm to improve customer service/call center/underwriting operations and administer recently purchased Mitel 3300 phone system. Manage a team of 45 Associates. Project manager on several Mitel 3300 PBX designs and rollouts including ACD, hunt groups, phone auto attendant and voice overs. Wrote policies and procedures for customer service associates that ensured maximum efficiency.Designed wall boards showing performance rankings and real time call statistics to increase associate competitiveness.Instituted a phone talk track and associate scorecard, which included phone quality audits, shrinkage, talk time, make busy and ring out standards. Developed a command center post to ensure high level of efficiency via cross utilization of associates.Increased availability of associates by putting in place new attendance and scheduling policies.Trained department heads on contact center applications.Launched inside sales initiatives to recruit zero producing agents and follow-up on newly appointed agents.Utilize Sharepoint and Sequel Server to create performance management tools, a general reference, house recorded calls, quality audits and attendance records.Elevated service levels by 8% in customer service and 15% in claims intake; decreased call abandonment rate by 5% in CS and 15% in claims intake.Created high level and supervisory level key performance indicators showing daily and historical service levels for use in tactical and strategic planning.

Orlando, Florida, Us

AIRTRAN AIRWAYS - Contact Center Supervisor 2005 - 2007 Promoted by airline to leadership position within customer service and sales department. Supervised a team of 30+ Crew Members. Managed customer flight irregularities. Coached and trained Crew Members, providing guidance to all reservation agents. Maintained accurate and consistent communication channels with team members. Responded to customer concerns. Conduct goal-oriented individual and group coaching sessions.Elevated team in sales department with low average handling times, increased productivity, higher revenue per agent, lower number of ring-outs and significant cuts in not-ready/work time.Expedited challenging situations when customers misconnected with flights or party members.

Orlando, Florida, Us

Chosen to provide diplomatic and timely solutions to customer grievances. Responded courteously to customer concerns via letters and email. Actively resolved issues to solidify a strong customer base. Deciphered CFR, DOT/382 and ACAA regulations for compliance to deter any negative governmental impact.Satisfactorily completed Complaint Resolution Officer training.Consistently exceeded management expectations by resolving 60 emails/day or 30 letters/day; simultaneously developed response solutions while reviewing complaints for improved efficiency.Mastered effective complaint resolution; frequently answered most difficult letters, including those addressed to top executives, Department of Transportation and the Better Business Bureau.

Orlando, Florida, Us

Elected by airline to provide real time precise and statistical reporting. Monitored call traffic and staffing to ensure optimal service levels and metrics/goals were achieved. Acted as central communication point for any technology issues affecting contact center operations.Monitored department attrition trends and recommended size and frequency of new hire training.

Bba, Economics

Bachelor Of Business Administration, Economics

Green Belt, Six Sigma

Education record

Education record