Raymond Schmidt Email & Phone Number

Newark, California, Us

Englewood, Co, Us

Inheriting a team of 5 business intelligence analysts and growing it to 10, I assembled a diverse group with each member having their own areas of subject matter expertise. The fully realized vision is that of an "Incubator" team, an internal consultancy consisting of former field agents whose experience and insights informs all aspects of CX strategy.The team has contributed to many of the company's most important initiatives, from a wholesale conversion of training content from instructor-led to self-paced, projected to save several millions in operating costs in the process, to root cause analysis of forecasted vs. actual call volume of our newest wireless acquisitions so that we can determine appropriate staffing levels.Throughout all of these efforts, the team has remained happy and enthusiastic about their work as well, boasting some of the highest eSat and engagement scores throughout the enterprise.

Englewood, Co, Us

I led a program to replace our legacy customer experience CRM tool with our new homegrown CRM for CX agents across the enterprise, including our Sling, OnTech, Boost, Ting and Republic Wireless verticals. This effort is part of a larger initiative to consolidate our suite of agent productivity tools to improve efficiency and streamline agent workflows.Facilitating this transition for several thousand agents required a high degree of coordination to ensure all aspects of identity management, software development, technical requirements, acceptance testing, feature deployment, employee communications and training strategy are aligned to avoid complications.

Englewood, Co, Us

My role at Dish spanned across a variety of corporate functions as well as call center leadership and program management roles. This program offered me unfettered access into the inner workings of Dish's customer experience operations and afforded me the chance to work on a wide range of projects, from developing, training and integrating a new scheduling tool for our 6,000+ CX agents to leading the effort to translate our customer-facing tools such as MyDish.com and the MyDish app into Spanish.

Ann Arbor, Michigan, Us

I oversaw the daily operations of the university's annual giving phone solicitation outlet, whose staff of 70+ graduate and undergraduate representatives raise roughly $1.6 million annually for university programs and provides a variety of additional services to our school, college, and unit partners.The fundamental tenets of this approach are motivation and efficiency. The success of the phone channel is dependent just as much on organizational effectiveness as operational, so my daily responsibilities centered around managing representatives so that they are as productive as possible while maintaining a strong sense of work centrality. This requires consistent relationship management while also maintaining high standards for productivity and workflow analysis.

Atlanta, Ga, Us

While at Emory, I was directly responsible for the hiring, training, and development of the staff of 40-50 graduate and undergraduate representatives that comprised the university's annual giving phone solicitation outlet which raised roughly $1.1 million in donation revenues annually. Through coordinated efforts with the university's schools and units, I developed annual solicitation strategies to maximize donation revenues and demographic data acquisition.Developing benchmarks, establishing and reviewing productivity metrics, identifying and interpreting trends and knowing how to capitalize on them were all core functions of the position. The primary objective for Emory was growth, so cultivating the right mix of talent and developing campaign strategy around this talent was essential.

Sunrise, Florida, Us

My primary function as account executive was to maintain and grow the sales accounts of SMBs and individuals by conducting calls, developing and marketing promotional materials, and interacting with clients during events in order to solicit ticket, suite, and advertising sales. I also collaborated with other members of the sales team on a variety of innovative sales efforts, including soliciting beachgoers and engaging Hispanic and Quebecois prospects in their native languages.

Us

As a capstone project during my internship with the Senate, I drafted an economic development and growth plan that would be presented to the district's Senator in the hopes of codifying some of its elements. As part of my daily responsibilities, I would also resolve conflicts between the Michigan Department of Health and Human Services and their constituency, as well as draft tributes to notable citizens within my representative district.

East Lansing , Mi, Us

As a supervisor, I would manage a team of 10-20 student callers, providing periodic evaluations and routine performance assessments. These assessments would combine statistical analysis with qualitative feedback in order to address callers' performances from a variety of perspectives. My teams would ultimately accrue over $200,000 for the university during my tenure.

East Lansing , Mi, Us

I conducted solicitation calls to alumni, students, parents, and friends within the MSU network, amassing over $70,000 for university programs and services. I would also serve as mentor to new callers in order to better acclimate them to the position and provide whatever motivational or coaching insights I had that would improve their performance and morale.

Master Of Business Administration (M.B.A.)

Bachelor’S Degree