Samuel Bernhardt Email & Phone Number

Phoenix, Arizona Area

Lynchburg, Virginia Area

• Forecast inbound call volume projections.• Schedule staff in order to provide adequate coverage for the phone queue.• Report on the department’s daily, weekly, and monthly productivity. • Screened, interviewed, and participated in the selection committee, submitting hiring proposals for candidates applying for positions within the department. • Sign off on front-line agents’ time cards.Key Accomplishments:• Maintained an overall abandon call rate below 3%.• More than doubled outbound call volume within first year in the position. • Reduced phone code and scheduling infractions by identifying trends (i.e. code hoping and queue manipulation) and creating early notification system if an agent was approaching the max time allotted for a code. • Recognized as “Employee of the Month” for the Enrollment division in December 2016.

• Forecasted and supervised outbound campaign activities for the Academic Advising department.• Analyzed data regarding department’s progress towards university retention goals.• Coached phone agents on outbound campaigns.

• Assisted matriculated students to graduation by advising on academic policies.• Handled inbound calls and lead outbound call campaigns.

Master Of Arts (M.A.), Management And Leadership

Bachelor'S Degree