Gigi Callahan Email & Phone Number

United States

Virginia Beach, Va

Management oversight of the Customer Service and Retention, internal Quality Assurance functions. Responsible for achievement of departmental KPI's, process efficiency and improvements as well as departmental budgets and skill development.

Reporting directly to VP of Customer Care, oversee all Call Flow/Workforce related needs including, Staffing, Scheduling, Forecasting, Reporting, Real-Time Monitoring, Call Center Sales Commissions Reporting and Analysis, Quality Monitoring & Reporting tools and resources.Enabled the above resources for two local Call Centers, assisted in the training and development of above resources for three additional Call Centers and Outsource vendors.

Build teams to support Customer Care Operations of Reporting, Real-Time Monitoring, Scheduling, Forecasting, and Call Routing to support local and regional and Outsourcing InitiativesResearch and measure effectiveness though internal audits of tools, methods and procedures by implementing time-and-motion studies and surveys. Reviewing finding though flowcharts and workflows with departmental leaders for strategy sessions.Create and Administer departmental capital and expense budgets by forecasting call volume, managing the operation within given productivity parameters (e.g. cost/call, sales/call, call/shift

Produce Enterprise Staffing Matrices, Staffing Optimization and Staff Planners for multiple local sites sharing inbound voice, chat and email customer transactionsPartner with Management team to provide informed recommendations for call routing changes in order to support and guarantee success of business strategies, locally and Enterprise wide

Used subject matter expertise and analytical skills to identify, report and trend customer care center performance quantities, variances, budgets and forecasts to guide business decisions Designed, implemented and supported customer care center technology in relation to the Aspect ACD SystemMaintained and administered software programming of Aspect ACD System 24/7/365 by responding to on-call requirementsParticipated on Project Management team on physical construction and implementation of remote sites linked to core customer care center resulting in networked operations across multiple sites

Trained, coached and managed 10 Collection RepresentativesManaged relationship and communications between Technical Support and local systems to ensure operational efficiency and improved productivityImplemented methods processes for successful completion of Collection ProcessAssisted in the development of monitoring form, commission log, agent progress reports

Created Collections process for past due accounts and contract paymentManaged Purchasing, Accounts Receivables and PayablesReorganized Contract Sales and Inventory

Trained and supervised 9 employees for Client Services InterviewsMaintained Ledgers for multiple Grant expendituresOrganized document filing system for general accessibility

Maintained program directives in absence of Program DirectorSupervised 12 employees in 3 distribution sites for various Assistance ProgramsDeveloped Inventory Reconciliation methods and reports for local and state use TECHNICAL SKILLS Proficiency in Windows, MS Office, Visio.; and certification in deployment and system management of the following Aspect ACD applications: Managing the Aspect Call CenterAspect eBusiness Architect Call Control Table DesignAspect Call Center Security Features and Business Continuity SolutionsAspect Call Center Report DesignAspect Call Center Report FundamentalsConfiguring Aspect eWorkforce ManagementAspect eWorkforce Management Forecasting and TrackingAspect eWorkforce Management SchedulingAspect eWorkforce Management Real-Time Adherence

Aa, Accounting

Certificate, Project Management

Cert/Proj Mgmt