Reginald C. Email & Phone Number

Minneapolis, Minnesota, Us

Technology Integration: Implemented and optimized Zendesk ticketing system to support the team's efforts to provide excellent customer service. Worked with the third-party integration team to implement API integration with an associated external program. Implemented Help Desks/IKBs.Data Analysis: Regularly analyzed call center data to identify trends, issues, and opportunities for improvement, providing data-driven insights.Team Management: Recruited, trained, and managed a team of Customer Service Agents, Team Leads, and Managers, ensuring they have the necessary tools, training, and resources to deliver outstanding service. Organized temporary staffing assistance during ramp-up. Established a quality vision for the center and managed adherence to quality standards. Developed general educational curriculum; collaborated with staff to create positive learning activities. Inherited an understaffed contact center with 6k+ emails and 1k+ in voicemails in arrears and made it current in 3 months.Performance Metrics: Established and tracked performance metrics for the call center, such as response times, resolution rates, and customer satisfaction scores, to continuously improve the quality of service.Was/Am an inspiring leader visible at all levels, promoting a culture of people and customer first.

San Francisco, Ca, Us

Provide outstanding management of a worldwide business process outsourcing (BPO) and in-house international SaaS customer service team. Uphold optimally productive and cooperative cross-functional relationships by delivering supportive guidance and direction. Enforce and update reporting standards to ensure consistent reporting across team members. Allocate resources to meet stringent objectives.• Executed successful overhaul of Zendesk customer relationship management (CRM) to maximize operational efficiency and onboarding new clients.• Streamlined daily processes by implementing standard operating procedures and establishing accountability standards.• Designed and implemented operational systems that leverage technology such as data systems and automation• Developed, maintained, and trained on playbooks, processes and recognition programs• Developed and implemented a strategic plan for the Client Services team to grow and scale with the needs of the organization

San Jose, Ca, Us

Leverage proficiency in audio/video systems and software programs to support an Instructional Design team with the development and implementation of Cisco eLearning software. Draft, distribute, and manage a detailed project schedule or work plan to facilitate technical direction and dialogue coaching. Record and edit audio files for training purposes. • Envision and establish the culture by utilizing best practices, techniques, and standards through all project lifecycles. • Promote constant improvement by measuring performance, providing regular status updates, and engaging various stakeholders on strategy, adjustments, and progress. • Ensure seamless execution of service delivery through analysis of data tools, business processes, and operational standards.

Woodland Hills, Ca, Us

Key Achievements:• Facilitated department’s transition to Zendesk and streamlined the training process by creating manuals and other training materials for CSR edification.• Successfully fulfilled role as project manager to ensure achievement of strategic initiatives as well as adherence to requirements, budget, and timeframes. • Set the example of customer service, sense of urgency, and professionalism for the entire Customer Care team.• Effectively adapted to multiple roles to fill gaps, including Trainer, Workforce Manager, Organizer/Admin, and Quality Assurance.

Memphis, Tn, Us

Key Achievements:• Generated and managed approximately $1M per month in billable revenue.• Spearheaded improvements across service levels, transactional efficiencies, and cost management by implementing new processes, procedures, and technologies. • Identified and pursued areas of improvement based on thorough workflow evaluations. • Improved the Quality Average rate from 74.4% to 87.2% within six months.

Tokyo, Jp

Key Achievements:• Won the CMSR award trophy for a Sony campaign within first five months of tenure.• Catapulted FCR (First Call Resolution) levels from 68% to 81% within first three months of hire. • Produced $700k a month in billable revenue.

Overland Park, Kansas, Us

Business Administration, Management And Operations

Audiovisual Communications Technologies/Technicians

Project Management