Zach Himelright Email & Phone Number

Clearfield, Ut

• Weekly developmental sessions and call reviews• Developed weekly call volume, service level, staffing needs and requirements and occupancy projections in Excel for entire Customer Service Department domestic and off-shore• Monthly trainings to ensure business policies and protocols are being followed• Assisted in the interviewing of New-Hire applicants to ensure proposed candidates meet business needs and requirements• Increased individual team member’s collection/sales… Show more • Weekly developmental sessions and call reviews• Developed weekly call volume, service level, staffing needs and requirements and occupancy projections in Excel for entire Customer Service Department domestic and off-shore• Monthly trainings to ensure business policies and protocols are being followed• Assisted in the interviewing of New-Hire applicants to ensure proposed candidates meet business needs and requirements• Increased individual team member’s collection/sales performance by more than 20%• Increased team collection/sales performance by more than 5%• Ranked #1, second month in production in overall scorecard attainment Show less

Ogden, Ut

• Managed 200+ agent and management employees• Assisted in new business launch in Ogden, UT• Oversee and assist in Trainer development. Co-develop Training Curriculum and Training Timeline• Develop, Publish and Articulate Quarterly Business Reviews with Corporate and Client Leadership• Weekly/Monthly Supervisor Development• Weekly Workforce Management calls for optimum staffing and scheduling to ensure Bill to Pay, Service Level and Occupancy is met• Monthly financial… Show more • Managed 200+ agent and management employees• Assisted in new business launch in Ogden, UT• Oversee and assist in Trainer development. Co-develop Training Curriculum and Training Timeline• Develop, Publish and Articulate Quarterly Business Reviews with Corporate and Client Leadership• Weekly/Monthly Supervisor Development• Weekly Workforce Management calls for optimum staffing and scheduling to ensure Bill to Pay, Service Level and Occupancy is met• Monthly financial reviews to ensure business profitability• Analyze and diagnose outlier metrics/agents for strategical improvement• Assisted with development of 2nd interview process in Ogden, UT• Created and completed Training plans for Line of Business conversion• Develop and execute strategic plans to improve supervisor performance• Conduct daily and weekly supervisor staff meetings to evaluate team performance and scorecard attainment• Responsible for the development and sustainment of supervisor coaching tactics• Audit and inspect operational process and standards and report to Director of Operations• Traveled to Atlanta Georgia for Leadership Development Training • Sent to Albany Georgia to improve sister site performance• Successfully certified and facilitated Representatives and Managers on site-wide Sales Program• Month over month increase and sustainment in sales performance• Collaborate and lead conference calls with domestic and offshore peers to create easily executable action plans • Ranked #1 in Feature Sales across entire enterprise • Sent to Montego Bay Jamaica to improve sister site performance Show less