Tim Barber Email & Phone Number

Detroit, Mi, Us

The Barber Group specializes in helping companies thrive by focusing on leadership coaching, team culture, process efficiency, technology, and adding customer experience value. Our team of specialists use a common sense and straightforward approach to our clients that makes working with us enjoyable and beneficial.Key accomplishments:-Led 15 separate employee focus groups for client to improve culture and empower associates and leadership to have a voice in their work environment.-Designed a customer experience platform for a client while also recruiting and filling roles for the customer service team.-Created a learning library for client with over 20+ videos using Adobe Premier Pro. -Assisted client with all manner of customer communications, from templatized CRM responses to newsletters and instructional videos. -Developed a customer escalation process to ensure proper handling of "urgent" issues for executive accounts.-Designed and worked with client IT group to design an SAP driven customer-facing website that incorporated real-time inventory levels to optimize orders. -Led communications for several important product launches for client.

Woodbridge, Ontario , Ca

Oversaw the daily operations of the Customer Experience, Warranty, Technical Support, and Learning and Development teams to provide a world class experience to our valued customers. Key accomplishments:-Developed and implemented full omni-channel strategy for contact center-Led of 50+ team members to support US and international order processing and support for a $350M+ portfolio of customers-Achieved best in class staff turnover (1-2% annually) while managing a completely remote contact center environment-Created a Learning and Development platform for the contact center to ensure necessary new hire and ongoing skill-gap training needs are met-Reduced overtime spend by 64% through improved workforce management -Launched a new employee recognition program which captures and celebrates the core values of the company, and allows for peer nominations-Led the implementation of bot technology to deliver automated order-processing and over $1M in overall savings due to error prevention and reduction in product returns. -Implemented a Balanced Scorecard which promotes regular feedback and focus on productivity, customer experience, and behavioral competencies-Upgraded the contact center phones to include updated base units and 100% wireless headsets; maximizing efficiency, agent comfort, and reduction in non-value added motion-Implemented monthly Town Hall meetings to keep team members informed of department initiatives and allow for public recognition-Nominated by my employees for the prestigious Crain's Detroit Business 40 under 40 -Created 20 new positions for career advancement with a focus on succession planning-Successfully launched SAP and Click to Chat within the contact center environment

Reston, Virginia, Us

Led a team of 52 contact center representatives and 4 direct supervisor reports in Lease-End Services Department. Responsible for maintaining a high level of concierge service to lease-end customers of Audi Financial Services and Volkswagen Credit.Key accomplishments:•Maintained a consistent 45 second Average Speed of Answer (ASA) for contact center while managing all capacity and staff plans•Consistently achieved high scores in all JD Power survey results and customer success metrics•Led Customer Advocate Team to consistently exceed all KPIs in 2013 including a reduction in accounts assigned to recovery from 4% to 3% through the joint collaboration of the Collections Department•Realized a time savings for the leadership team of 52 hours per year by automating a non-valued added scheduling process•Achieved consistently high Great Place to Work and Pulse survey score results year over year for employee engagement•Completed a $12M budget forecast for 2015 including all vendor management, headcount spend, and training needs

Reston, Virginia, Us

Led the Training and Quality Team to facilitate world-class curriculum to 130 employees in the Lease-End Services Department. Employ adult-learning theory principles to deliver training across multiple platforms for a wide array of learners. Partner with business unit owners to ensure training content and learning objectives align with their unique needs and learner profiles.Key accomplishments:•Managed all aspects of the E-commerce platforms related to Audi Financial Services and Volkswagen Credit lease-end customer experience•Successfully launched a new Salesforce knowledge base tool. Revised and improved over 200 work instructions through end-user feedback and collaboration with the Remarketing business units•Identified skill-gaps in sales techniques in July 2013 and designed a new curriculum appealing to Generation Y and Millennial leaners that employed tactile and peer-led teach-backs. Realized an overall sales increase of 22% for the quarter as a result•Responsible for all budgeting and controlling of training activities for each calendar year, including vendor management and content design costs•Launched a web-based training platform using the Articulate Storyline and Camtasia tools to enhance the suite of training medias available to the contact center environment and appeal to multiple learner styles. Converted 40+ hours of instructor led trainings into the new web-based training format while achieving more robust learning outcomes•Oversaw the Learning Management Center employee curriculum plans to ensure all requisite Compliance, Skill-Based, and Human Resources course offerings are completed annually

Rochester Hills, Michigan, Us

Direct the daily operations of the central contact center for a leading home medical equipment and services provider. Led 50 employees in Clinical Care, Customer Service, and E-Commerce. Oversee all aspects of profit and loss controlling for the center. Key accomplishments:• Maintained best- in-class service levels of 80+% and employee turnover of 2% annually• Implemented LEAN concepts to improve order intake process and reduce billing cycle to insurance companies by 25 days • Established a standardized monthly work appraisal process in addition to a streamlined method for disciplinary action, hiring, and on-boarding of new staff members• Regularly interface with executive leadership to present call volume forecasts, revenue projections, and sales initiatives • Responsible for growing business and fostering relationships with leading referral institutions such as Beaumont Hospital, Henry Ford Hospital, and the Detroit Medical Center• Created an Erlang-C based workforce management calculator in MS Excel to proactively measure and improve incoming call volumes to existing staffing level ratios• Coordinated the implementation of a new after-hours call center service resulting in a decrease of 11% of after-hours escalations and a savings of $15,000 annually• Mentor a multi-layered leadership team consisting of 2 managers, 3 supervisors, 2 team leaders, and 1 trainer• Increased customer service scores by 14% through the design and implementation of a standardized Quality Assurance Program to relay phone etiquette feedback to the customer care team•Launched several employee engagement programs to foster community outreach, sharing of best practices, and collaboration between leadership and non-leadership team members•Initiated a progressive attendance tracking system in MS SharePoint which resulted in a 25% reduction in absenteeism and a 50% improvement in coverage gaps due to paid time off (PTO) requests

Highland Park, Michigan, Us

Managed the daily operations of an 80 seat, multi-shift contact center supporting inbound customer service for the Jitterbug cell phone. Directed 100+ employees in Customer Care, Technical Support, Retention, and Quality Assurance departments.Key accomplishments:• Led center to ranking of #1 in Key Performance Indicators amongst all 3 call center sites• Managed the rapid growth of the center from 34 employees in 2008 to 120 by 2009• Created a suite of reporting tools for the leadership team to measure all aspects of workforce management, training, and productivity• Utilized LEAN Value Stream Mapping to identify and resolve challenges between Technical Support and Customer Care resulting in an Average Handling Time (AHT) reduction of 50 seconds per call within a 2 month period

Charlotte, North Carolina, Us

Led a team of 13 credit analysts in a shared-services contact center. Managed inbound/outbound call productivity to maximize collections, expedite credit approval process, and reduce losses for the company. Possessed a credit approval authority of $10 Million. Regularly collaborated with the sales and customer care teams to promote robust growth of our client portfolio.Key accomplishments:• Reduced delinquent receivables from 25% to 12% within the first 3 months of leading the center• Realigned the credit analyst’s portfolios in order to better match workload to ability• Represented my business unit monthly in all NACM related meetings and functions• Led quarterly seminars to educate the sales team on proper acquisition of prospective customer financials

Auburn Hills, Mi, Us

Led a team of 10 account managers in high-risk collections within the Troy Customer Contact Center. Effectively managed a team portfolio of $70 million in auto loan receivables. Maintained strong relationships with dealers, external vendors, and customers to ensure repeat purchases of Chrysler vehicles.Key accomplishments:• Achieved a ranking of #1 Collection Team in the nation for Chrysler Financial out of 89 teams in July of 2007 • Reduced vehicle repossession losses by 20% between July 2006 and July 2007• Utilized a team-based versus individual-based collection strategy to employ the strengths of each team member in order to effectively resolve delinquent accounts• Mentored 15 new employees in the Navigate Program which facilitated the presentation of process improvements to executive leadership

Bba, Major: Marketing Minor: Finance

Effective Communication & Human Relations