Tim Langston Email & Phone Number

Remote

Joplin, Missouri, United States

Webb City, Missouri, United States

• Accountable for and lead 16 direct reports and 250+ indirect reports.• Manage overall risk daily for our customers, our employees, and PNC using PNC’s Enterprise Management Framework. • Lead coaching and development strategies with strong focus on behavioral change to develop the best in our team results and to give each of our members the skills for career advancement. • Deliver highly engaged teams by working alongside all members and living as a servant leader, as evidenced by eNPS results for Group 15. • Optimize financial results by using six sigma background and experience to minimize overall costs.

Junction City, Ks

Owned daily operations of a 300-seat customer service site with numerous call type responsibilities.Enhanced customer experience by boosting employee engagement, services, knowledge, skills, and morale.Utilized multi-channel customer solutions including voice, chat, email, and social media.Career Highlights:Successfully improved customer survey results by more than 25 points and lowered attrition by over 50% through formalized coaching and engagement strategies.Developed the Outbound Saves Team, which restored 25% of contacts with non-paying and canceled customers.Increased retention team saves results from 25% to 72% through improved marketing, sales, and training strategies.

Greater Milwaukee Area

Oversaw customer service responsibilities for domestic B&M and virtual employees. Managed and developed strong client relationship with high tech fortune 10 partner. Led performance management strategies, employee development, and client initiatives across multiple technologies and devices. Key Achievements:• Month over month KPI gains in all core metrics• Improved client relationship resulting in business partnership expansion• Reduced unproductive time by 10%• Led launch of new coaching and development strategies for agents and leadership

Tulsa, Oklahoma Area

Oversaw all aspects of operational and customer service responsibilities for over 1,200 employees. Owned both customer satisfaction and employee satisfaction surveys with improved results year over year. Managed multi-million dollar budgetary responsibilities for the site and developed numerous cost cutting initiatives. Created and implemented strategic action plans with other sites, both domestically and internationally, to improve customer service results.Key Achievements: • Finished in the top 10% for employee satisfaction surveys both within DirecTV and among industry results, according to Towers Watson employee survey database. • Launched and led the employee development program (CIMS) for the Tulsa site to improve customer service in technical service, fraud, tier two support, email, and chat departments.• Improved revenues from protection plans, upgrades, and equipment by 5% year over year.• Set clear behavioral goals that strongly focus on customer service expectations resulting in 10% gain in customer satisfaction surveys (Net Promoter Score) year over year. • Represented Tulsa site in a company-wide strategy to reduce 27 million minutes of customer contact time from the business.• Led projects using Six Sigma strategies to reduce costs by over $500,000 a month with improved employee time utilization strategies. • Maintained strong community relationships by partnering with Union and Tulsa Public Schools, the United Way, the Tulsa Police Department, and the Tulsa Chamber of Commerce.

Joplin, Missouri Area

Oversaw site customer service responsibilities for over 600 employees. Presented Key Performance Indicators (KPIs) and delivered results and action plans to executive teams to be incorporated in the site roadmap. Managed roadmap actions from beginning to closure by working cross-functionally throughout AT&T departments. Developed process and procedure changes to new hire experience from training to production. Responsible for numerous reporting within Excel, PowerPoint, Access, and internal database resources. Key Achievements:• Top performing site for 12 months straight, using executive KPI scorecard that included average handle time, repeat calls, transfers, and customer satisfaction surveys. • Mentored peers by identifying team behavioral opportunities in development and by coaching effective tactics to improve overall performance.• Obtained tenure-level KPI results with new hires by developing custom development plans for agents and improving validation process of employee commitments. • Launched and continued to maintain center-wide employee development program (LEAP).• Developed and executed site initiative to reduce customer credits, resulting in company savings of over $100,000 per month.

Joplin, Missouri Area

Built strong relationships with vendor partners. Reviewed detailed financial and performance analysis to reduce costs and to ensure contractual agreements were met and executed. Partnered with vendor management to create and implement schedules, action plans, and projects. Worked with peers and leadership to ensure consistency in customer service expectations with all vendor partners.Key Achievements:• Launched the first virtual call center contracted by AT&T; grew 200-seat pilot to 1500-seat contract with full and part-time employees.• Achieved top Net Promoter Score within call type our first month in production.• Led work at home model, achieving top performance and lowest cost per call in the U.S.• Worked with bottom 3 performing sites quarterly and moved them to top 50th percentile.• Added AT&T support, including email and chat, to virtual environment.

Joplin, Missouri Area

Managed scheduling processes, including time off, interval staffing adjustments, and forecasts. Worked with national forecasting to create biannual center-wide shift bids and new hire shift bids. Tracked, analyzed, and reported center and agent performance with reports from back-end databases. Developed a strong relationship with Union leadership and managed all workforce grievances. Led numerous site-wide projects.Key Achievements:• Presented business plan to key stakeholders to change agent and quality assurance scorecards. Successfully piloted and implemented new scorecard in all sites. • Successfully managed overtime/undertime needs to optimize customer service levels.• Launched and managed Real-Time Adherence team, resulting in consistently reduced Average Handle Time (more than 30 seconds less per call). Positions Previously held: AT&T Mobility, Team Manager, Dec 2007-Apr 2008

Joplin, Missouri Area

Coached and developed employees to improve the branch’s productivity and overall portfolio. Evaluated annual employee performance and provided salary recommendations. Managed Regulatory Compliance from state and federal governing bodies by reviewing all new loans. Reviewed and recommended loan approvals with bank board. Effectively sold and serviced all financial services including checking, savings, personal loans, mortgages, commercial loans, investments, and trusts. Oversaw and made recommendations to branch and company budget. Minimized delinquent debt through customer-engaged collection efforts. Key Achievements:• Built an $18 million portfolio with an average growth of 20% annually.• Turned a net loss branch into a profitable location within six months by improved customer service results and acquiring additional customer base. • Honored though many community organizations for banking accomplishments and community involvement.Previous Positions Held:Branch Manager

Amarillo, Texas Area

Joplin, Missouri Area

Previous Positions held:Operations ManagerTeller