Timothy Wilson Email & Phone Number

Pocatello, Idaho

Design and implement short term and long term forecasting plans/models that will ensure that the call centers are staffed in the most efficient manner to properly utilize available resources and maintain acceptable service levels.Manage long-term forecast / staff plan. Oversee operational planning with cross functional teams to ensure future call center forecasts support customer facing initiatives that have direct impacts on call centers.Major Projects / Achievements:• Partnering with the 3rd party vendor to develop schedules that fit the business need.• Liaison to the 3rd party offshore vendor for the implementation of Verint (workforce management tool). • Development and implementation of schedules within the Customer Contact Center.• Training of Core department on Verint workforce management tool.• Developing forecasts and schedules for Idaho’s outbound group.

Tyler, Texas

Directed, administered, facilitated, developed duties necessary to maintain a high performing team that is motivated to achieve the business goals of the division, call center and company.Identified opportunities for process improvement, revenue generation, revenue protection, first call resolution, and customer retention. Led and developed supervisors to achieve positive customer satisfaction goals. Managed business staffing levels, department goals and overall effectiveness of the employees. Delivered on sales, employee retention and company objectives. Major Projects / Achievements:• Project Manager: Led the billing departments work from home initiative. • Increased revenue by 5% due to the implementation of sales call back lists.• Developed and implemented the credit adjustment processes which reduces credit adjustments by 2% per month • Developed a process to capture customer e-mail which is used as a marketing tool to connect with our I Care customers.• Relationship Manager supporting the 3rd party collection company.• Increased sales revenue by 10% due to the implementation of the transactional sales method.

Meridian, Idaho

Managed, coached and coordinated the activities of Team Managers, Supervisors, Quality Assurance staff, Trainers and Work Force Management staff to ensure that the company’s objectives were being met on a daily bases. Hired call center staff, forecasted call volume, analyzed call report data, determined work schedules, expedited work flow, reviewed staff performance, identified training needs and implement training plan, motivated call center staff, developed call center budgets, analyzed p & l statements, coordinated bonus, reward and incentive programs, created sales, collections / customer retention plans which assisted our B2B inbound /outbound sales efforts. Major Projects / Achievements:• Increased call volume by 10% on a monthly base due to the increase in our sales efforts.• Increased revenue by 15% due to the increase of member referral sales• Developed web based training modules which were used for new hire training

Provided direction to 25 adjunct teachers, implemented community education classes which serviced northwestern Colorado.Design, development and management of adult continuing education programs; conducted market research; hired faculty and developed program budgets. Major Projects/Achievements• Increased enrollment by 5% by instituting community surveys.• Implemented a CDL program which brought $20,000 in revenue• Increased the amount of courses offered by 50% through industry driven requests.

Played a key role in coaching, developing and staffing, a team of customer service representatives within the call center organization. Monitored team average handling time, quality trends, agents adherence to schedule and team attrition in order to maximize the call centers performance. Major Projects/Achievements• Improved quality by 3% by identifying staff training needs and implementing solutions.• Lead project coordinator for the retention project team.• Reduced customer churn by 5% due to the implementation of the retention department.• Increased sales by 10% through identifying customer expectations.

Boise, Idaho

Played a key role in the development of the team leader staff within the call center organization. Oversaw the development of 10 team leaders and 140 customer service reps which supported outbound sales, customer retention, tier 1 technical and customer service with exceeding expectations in quality, average handling time, and, commitment to schedule. Major Projects/Achievements• Developed and implemented call center budgets.• Assisted with identifying call center training initiatives.• Increased sales by 10% through identifying customer expectations.• Lead hiring initiatives for team leaders and customer service reps.• Assisted the training department in delivering training initiatives to the call center staff. Out Source LiaisonProvided direction to the company’s out sourcing group to ensure that the company’s objectives were being met. Major Projects/Achievements• Implemented company policy and procedures through online training initiatives.• Served as a subject matter expert on all policy and procedure issues along with system issues.• Gave recommendations to Senior Leadership staff on all process improvement initiatives.• Lead project coordinator for identifying and implementing process improvement. RIO TrainerDelivered classroom instruction to more than 600 employees on the implementation of DIRECTV’s data and telemarketing systems. Major Projects/Achievements• Assisted programmers on identifying system issues and devising resolutions for the issues.• Provided ongoing support to Team Leaders as their teams were introduced to RIO.• Assisted in reducing classroom instruction time from 6 hours to 4 hours.• Lead project coordinator for identifying and implementing process improvement.