Todd Saxton Email & Phone Number

Winder, Georgia, United States

• Responsible for providing customer service excellence in inbound sales environment via phone, chat and email platforms. Duties included:
• Identified customer inquires completely and accurately.
• Resolved customer complaints and problems associated with purchases.
• Educated customers about brand products and services.
• Maximized opportunities to up-sell or cross sell company products and services.
• Utilized extensive system tools within Oracle platform while researching service delivery systems and identifying product delivery.

Nationwide

• Responsible for all aspects of company operations, specializing in providing core organizational assessment, design and training for all levels of personnel. Duties included:
• Assessed, developed and facilitated business development strategies and leadership training.
• Customer Service training and skill development to Call Center Customer Service Representatives.
• Conducted organizational assessments and operational design related to employee interpersonal/behavioral guidelines and operational/procedural structure with focus on process improvement and lean high performance team.
• Conducted Strategic planning as well as Root Cause Analysis.
• Designed and developed a proven operational model which offers solutions to organizational process improvement and operations.

Tulsa, Oklahoma Area

• Director for inbound sales call center responsible for all aspects of company operations, ensured the Operations Department conformed to company procedures and policies and maintained quality customer service in.
• Developed and implemented strategy for operational management and development so as to meet agreed organizational performance plans within company agreed budgets and timescales.
• Established and maintained appropriate performance systems for measuring necessary aspects of operational management and development.
• Monitored, measured and reported on operational issues, opportunities and development.
• Managed and developed direct reporting staff consisting of managers, human resources, and training manager. Direct and indirect reports totaled 150 employees.
• Managed and controlled departmental expenditures within agreed budgets.

Tulsa, Oklahoma Area

• Managed training, project management and quality assurance processes for call center operations and customer support personnel reporting to major’s East Commercial Customer Support. Duties Included:
• Managed two supervisors who collectively supported 4 project managers, 12 technical training specialists and 12 quality assurance specialists that were responsible for all phases of employee development for 400.
• Directed training of new and existing customer service representatives with focused skills to increase revenue and retain customers.
• Developed and maintained relationships between various departments involved in telecommunications, encompassing all facets of said call center, from the Customer Service department through the Help Desk, IT, Marketing.
• Responsible for call center quality assurance performance measures and service levels.
• Responsible for project management research and development related to existing systems and product upgrades in union with marketing and sales associates regionally.

Tulsa, Oklahoma Area

• Facilitated Leadership/Management training to Supervisors and above who collectively served all aspects of customer support in call center environment.
• Facilitated Customer Service training and skill development to front line Customer Service Representatives.
• Conducted ongoing needs assessments and consultation with all groups that collectively served the Commercial Majors East department.
• Facilitated experiential team building activities for all levels of customer support.
• Established and developed relationships with internal and external customers.Professional Accomplishments:
• Successfully raised training attendance to a ninety-five percent completion ratio.

Master Of Arts (M.A.), Counseling Psychology, 3.2

Activities and Societies: Activities and Honors: Who’s who Among Students in American Universities and Colleges, 1992 Vice President for.

Associate Of Arts (A.A.), Psychology

Education record