Robert Mcdonald Email & Phone Number

Beaverton, Oregon, United States

Subject matter expert and manage all CarePayment technology integrations and systems which support our customer care inbound and outreach strategies, including IVR, predictive/blended outbound, TCPA-compliant manual outbound, phone with an agent, etc.Resident expert on the integration and utilization of cloud-hosted systems supporting Customer Care operations, leveraging my experience managing similar systems for omni-channel inbound and outreach strategies. Optimize workforce schedules for a growing team of 50+ call center agents to cover inbound call volumes, account escalations, agent reach-outs, account maintenance, and maximize outbound productivity. Oversee delivery of workforce reports to Ops Management, and participate in agent coaching preparation, identifying trends and opportunities to improve key performance indicators. Oversee delivery of call center KPI and client reporting to Operations Management, proactively identifying any data trends and deviations that could lead to process improvements. Monitor call statistics in real-time and historical to ensure service level targets are metMaintain an internal FTE Trending Analysis, including new hire, attrition, contract-to-hire conversion, leave, accommodations, reporting structure, and more. Own call center system issue resolution and case management, troubleshooting and working with vendor partners and internal IT resources for remediation and root cause analysis. Design, implement and manage call center systems training for new and existing hires. Strategic partner in daily strategy execution and an active participant in workforce management, strategic forecasting, disaster recovery and procedural governance. A key participant in call center telephony/ workforce management technology Request for Proposal (RFP), and participate in routine operational and compliance audits.

Woodland, Wa

• Developed a company name and logo for an emerging non-profit organization.• Developed a company logo for a newly established local medical practice.• Made a functioning website for that local medical practice.• Redesigned a BMX Racing Team’s logo in order to print it on jerseys, shirts, hats, etc.• Created a fun, new logo for a little league football team• Designed shirt tags, fliers, business cards, invitations, informational brochures, etc.Graphic Desing for: logo's, graphic tee's, clothing, invitations, tags, decals, stickers, Intermediate web design, advertisement, brochures, postcards, signs, posters. Photography, photo restoration, touch-up's, magazine layouts, magazine covers

Longview, Wa

• As a Graphic Designer I received jobs that must be recreated or designed for multiple sign mediums.• After design approval from the client, each design was produced using Corel Draw and Adobe Photoshop, printed and laminated. • Manage and execute the sign manufacturing process. • Cut vinyl decals using a Summa WinPlot, weed out the excess vinyl and smoothly apply low tack tape to transfer the decal for installation. • Install printed media and vinyl decals on vehicles, building windows, trailers, etc. • Assist installing full and partial vehicle wraps.• Meet client deadlines.

Draper, Ut

• Coach members on new ideas to better market their product to increase online sales.• Coach sellers about how to photograph their item, lighting, backdrops and making sure the item is clearly displayed and described accurately to avoid buyers remors.• Train sellers how to read their traffic reports and other sales reports they had access to on eBay.• Teach members quality sales practices and techniques to create a positive experience for their customers.• Coach members on eBay’s billing center, due dates, listing prices and best practices to sell their product quickly and save the most money possible while making money. • Responsible for handling inbound phone calls from eBay's top customers.• Helping members with all aspects of buying and selling on eBay. • Resolve any disputes with buyers and sellers that they might have.• Assist eBay members manage their eBay store and accounts. Including their logo colors and fonts used in advertising their store and within the items listing.• Maintained above average call statistics for the department.• Obtained above average satisfaction ratings from members.• Teach eBay members about eBay policy of selling restricted items.• Educate members about changes in policy and the user interface they operate on at home.• Assisted in training new hires on the phones in “On the Job Training” and on the call center floor.• Handled escalated phone calls in place of a managing supervisor.

Salt Lake City, Ut

• Responsible for managing and administering the Avaya Dialer functionality including, but not limited to, preparing ad-hoc reports, monitoring performance, and accumulating accurate and detailed statistics of daily, weekly, and monthly production for reporting purposes. • Responsible for analyzing various report data and recognizing trends/patterns in order to forecast future statistics and achieve desired campaign objectives. • Work on the Avaya PDS programming dialer campaigns with certain criteria so the agents can log into the dialer and call on past due accounts. • There was always a challenge working in this field and I was able to work though those challenging times by prioritizing my tasks and multi-tasking to get the job done the right way.• Manage jobs to increase productivity and reach the site goals. • Run and analyze several reports and extracts for the company's daily production and performance reports which are used for measuring efficiencies. • Handle daily desktop and technical support and trouble shoot technical issues, and evaluate calling strategies. • Quickly prioritize tasks based on the business needs in order to efficiently function the dialer program as well as handle daily desktop support or problems that arise.• Plan and manage Paid Time Off eligibility for agents. • Update staff database for FTE scheduling, new hires and for reporting purposes.• Maintain clear communications between the call center floor, managers and our dialer team and I have provided training for my peers.

Salt Lake City, Ut

• Call clients concerning past due credit card accounts from 1 to 180 day’s past due. • Overcome objectives in order clarify the account status and to make arrangements for payment.• Maintain a professional relationship with the customer at all times, keeping a comfortable conversation to quickly and resolve any issues and to bring the account current.