Richard Walker Email & Phone Number

Senior Call Centre Manager

Lindsay, Ontario, Canada

Director Site Operations for Sykes Enterprises. Responsibilities included:-Managed support services including planning, development, implementation, and maintenance for all accounts.-Manage day-to-day service delivery.-Interfaced with sales personel, customer senior management, Sykes senior management and clients.-Cosistently exceeded account objectives for revenue, gross profit, quality and customer satisfaction.-Developed and maintained client rapport and complete satisfaction with contract and customer services.-Developed, grew, and maintained employee experience, capability, morale, and job satisfaction.-Monitored and reported performance metrics and client satisfaction to the client, company, and employees.-Consistently achieved Gross Profit and Revenue Targets while meeting customer service level and customer satisfaction objectives.-Directly accountable for and managed account performance against profitability objectives, contract metrics and client expectation.-Responsible for the call center operations including Operations, Training, Quality, HR, and Recruiting.

Sydney, Nova Scotia, Canada

Federal Government agency providing funding to local business in Cape Breton Nova Scotia. Client Compliance:-Reviewed budget allocations.-Client contact (Face to Face)-Reviewed client spending, investigated descrepancies-Provided detailed reporting to budget allocation group IT -Customer support for LAN and WAN functionality-Monitored customer usage activities-Developed Disaster Recovery plan