Randy Pointer Email & Phone Number

Philadelphia, PA, US

Mt. Laurel, New Jersey, United States

Norristown, Pennsylvania, United States

• Manage 200 call center agents, 13 Supervisors, and 4 Operations managers, ramping headcount up to 250% during peak season to support client operations
• Supported 4 clients with 7 lines of business. Clients were related to both Medicare and Under 65 Telesales and Medicaid Member Services○ Also supported CMS Stars program annually from Feb - Jun for 3 clients
• Responsible for all things site related including employee well being, facilities, employee performance including apprailes, site financial performance, and setup of facility. Also lead transition and implementation of.
• Managed P&L of $12 million annually to exceed financial targets including 30% monthly payroll margin
• Deliver exceptional KPI performance for clients. (94% KPI attainment for 2+ years)○ When starting the position the site was averaging 83% quality targets, improved to 95%+ within 3 month span
• Develop standard operating procedures to enhance the business, along with enhancing current processes. (Currently hold 4 processes within the enterprise)○ Manager on Duty Process, New Hire DID and Extension Process.

Wichita Falls, Texas, United States

• Responsible for day-to-day contact center operations, profitability, for inbound and outbound support.○ Supported 7+ clients within the customer service and financial verticals. Managed teams assisting with financial.
• Reduced site attrition by 8% in 5 months and while also reducing absenteeism by 9.8% by development of leaders, building relationships with staff, servant leadership, and accountability.
• Partner with project management, human resources, facilities, recruiting, IT staff on solutions to improve business practices.
• Engaged directly with clients to provide relay performance and provide recommendations to processes and procedures ultimately leading to growth of the clients business internally and additional work opportunities for.
• Led the transition to work-from-home during the COVID-19 pandemic while ensuring all legal and regulatory requirements were upheld○ Deployment consisted of meeting with 200+ staff to complete required documentation and.

Wichita Falls, Texas

Managed a team of 8 supervisors and 160 indirect reports to support 10+ clients while improving performance by 15%Directly communicate with multiple clients for issue resolution and performance enhancements.Redevelopment of Knowledge Base to assist agents with locating information.Development of call handling processes to improve customer.

St. Joseph, Missouri Area

Promoted to manage a team of 20 customer service agents and drive performance.Assisted in the implementation of a new technical support account.Launched Vizio Tech Support line of business including determining agents, training staff, partnering with workforce management on scheduling, installation of software onto PCs, testing software.After.

St. Joseph, Missouri Area

Assist up to 50+ customer per day, supporting 7+ clients while maintain key performance metrics including average resolution time, quality, average, and first call resolution. Performed technical support assistance for a college institution assisting with 3+ chats at one time. Main tasks were password reset, online navigation assistance, error messages.

Bachelor'S Degree, Business Administration And Management, General

High School Diploma