Randall Friedberg Email & Phone Number

Kansas City, MO, US

Kansas City, Missouri Area - Country Wide

Supported 2 commercial call centers In Kansas City, Mo and Dayton, Oh. Responsibilities included starting a call center as we transitioned away from an out of state 3rd party vendor. I hired supervisors for each center, including customer service agents, training, designing performance metrics. I was instrumental in design, training and implementing new.

• Support 8 commercial call centers for Verizon, CenturyLink, and AT&T within a 5 state region to increase sales, drive activation rate, decrease churn, and improve customer experience.
• Use direct training, observation, and side-by-side call monitoring to maximize sales output
• Use personal initiative to create and implement motivational contests, goals, challenges and incentives to further improve sales or in response to low performance as you encounter challenges.
• Through analysis of visits and sales, make suggestions and presentations to suggest methods of increasing sales for the client.
• Built and established relationships with Directors and call center managers to help promote DIRECTV within the region.
• Part of a team that decreased the national churn rate from 12% to 2.89% within the year of 2012

Kansas City, Missouri Area

• Supervised a group of processing personnel and team leaders performing a variety of job functions. Having a strong understanding of the financial services industry and the software applications utilized to support over.
• Instrumental in building a 100 seat call center from the ground up, including build-out, training, recruiting, hiring new staff.
• Developed quality and timeliness service metrics as mandated by partners and business units.
• Recruited, trained and motivated agents to achieve goals and meet company and departmental procedures.Key Achievements: Sucessfully completed the call center build-out within 90 days (from start to finish). Provided.

Kansas City, Missouri Area

• Supervised daily activities of a team of 50-75 call center agents. Coached, developed and supported agents to ensure quality customer service and maximum productivity. Implemented measures to drive productivity.
• Recruited, trained and motivated agents to achieve goals and meet company and departmental procedures.
• Provided and documented performance feedback through side-by-side coaching, performance reviews, goal setting; rewarded high performers and took corrective measures when necessary.
• Provided ‘on-deck’ presence to monitor performance, provide assistance, and ensure adequate phone coverage.
• Collaborated with cross-functional teams to assist in evaluating processes and developing improved corporate methods, standards, and workflows.Key Achievements: Developed and managed an automated reporting scorecard.

Kansas City, Missouri Area

• Managed day-to-day operations of freight and transportation organization, including oversight of 35 employees and a $180M total annual budget.
• Directed employee recruitment, hiring and training, discipline and evaluations.
• Negotiated cost-effective service contracts with local vendors and temporary agencies.
• Maintained an ISO9000 environment that resulted in securing major shipping customers.Key Achievements: Developed and implemented streamlined cost controls, resulting in a 20% cost savings in operational payroll..

Kansas City, Missouri Area

• Supervised daily activities of a team of 40 representatives responsible for passenger check-in, ticketing, and gate operations. Established standard operating procedures and provided staff training.
• Addressed human resource issues, such as attendance and interpersonal conflicts in the workplace; consulted with Human Resources for guidance as needed.
• Interfaced with cross functional team leaders, including flight crews, to handle customer service issues quickly and efficiently.
• Reported to upper management on daily statistics, common issues and complaints, and noticeable improvements in individual, team and queue performance.
• Supported and communicated business goals, quality standards, processes and procedures and policies.Key Achievements: Received “MVP Award” 5 times throughout tenure for cost savings and increased employee.

Kansas City, Missouri Area

Responsible for passenger ticketing and check-in. Gate operations to open, board, and close flights. Facilitated irregular flight operations. Communicated with flight scheduling and dispatch to insure on-time performance. Monitored and managed daily ramp operations, marshaling arriving/departing aircraft, loading and unloading of luggage, cargo and mail.

Bachelor'S Degree, Business Management, 3.30

Activities and Societies: • Received the Certificate of Distinction in “Organizational Behavior” from Corllins University • Received the.

Associates Degree In Business Management, Major: Aeronautics Minor: Business Administration