Theresa Smith Email & Phone Number

Oversee operations for the business consumer within the Suddenlink footprint. Including sales, billing and technical support.

Effectively led innovative idea for handling calls for client on NFL Sunday ticket sales.Consistently performed above expectations, surpassing internal sites when retaining customers.Staffed up to 1500 people based on seasonal call volume.Increased productivity to reduce shrinkage.Increased attendance by 6% which was 4% above goal.Increased Customer Satisfaction (CSAT) scores as the top performing center 1st Quarter of 2009.Realigned lines of business for better efficiencies to achieve KPI's for

Site Leader for Convergys Corporation Customer Management that included seasonal staffing ramping increase and decrease, based on call volume for the client. Accountable for all program Service Level Agreements in order to be the best performing vendor. Direct floor operations to guarantee success in meeting all operations, effectiveness and efficiencies measurements. Worked with and provided coaching for Operations Team to implement new strategies to accomplish program delivery. Responsible for establishing and clearly communicating departmental strategy to management team. Provided feedback regarding tactical operations for the site including budgeting, goal setting and managing performance by following organization's policies and applicable legal requirements. Determined and implemented appropriate staffing and customer interaction guidelines for work team. Implemented appropriate staffing for customer interaction guidelines for work team and monitored performance leading to successful results. Objectives included "World Class Customer Experience" focus for all employees directed towards one call resolution.

Directed launch of sales team aligning goals of Division Sales team to match corporate and division goals. Day-to day operations, call-volume analysis and identifying any appropriate workforce changes. Analyzed daily sales performance, establishing sales reporting. Managed internal and external customers. Prepared budget to actual monthly analysis. Encouraged communication between systems and division teams to ensure highest quality, work order integrity and results for best customer experience.Key Achievements:Oversaw build-out and completion of the rebuild of the call center that contained 36 seats for representatives, 4 supervisor stations and quality assurance listening area.Recruited, hired and trained beginning staff of 32 sales representatives, 4 supervisors and quality assurance to exceed timeline. Center increased to 50 people.Worked with IT to point all calls through an IVR system to allow new Acquisition sales calls to come to the new center.Created power ranking for employees, at regular intervals allowing staff to choose their work time based on performanceMaintained less than 3% annual turnover in the call center.Exceed goal to answer 90% of calls in 30 seconds on a consistent monthly basis over the past 16 months.

Established an integrated inbound and outbound center for Dish Network Satellite operations. The center supported overall call volume with mix of New Acquisition Sales calls, Technical Support, Customer care calls for co-joined ventures with Dish and outbound leads for new customers and call established customers to upgrade services. Oversaw staff productivity, upcoming training for new hires and on-going product training. Monthly budget review to verify center's operating efficiencies and consistently ranked in the top among the 9 other call centers.Key Achievements:Directed staff of 1,000 plus people for Dish Network Satellite.Recruited, hired and staffed first 400 people to open center in Harlingen within 45 days. Reduced attrition by 40% annually and maintained a 98% attendance which allowed the center to increase its productivity.Oversaw scheduling of staff to maximize effectiveness to include new-hire training, on going training while maintaining or exceeding call center goals.Integrated first working relationships between Dish Network and partners to team up and offer services to a larger customer base.Established a communication process with the call center lead and supervisory staff facilitating direction and operational stability. This continuous communication regarding customer service goals and objectives ensured compliance with corporate goals.