jessica claire 100 montgomery st 10th floor 555 4321000 resumesampleexamplecom professional summary impactful leader achieved strategic leadership certification international customer management institute expertise defining service centers role organization maximizing strategic value dynamic manager adept developing finetuning frontline backend operations particular specialty championing service consistency longterm sustained growth frontlines service expert direct oversight 10 service centers including 5 startups 2 fully remote operations managed activities multiple teams 24x7 shifts servicing 6 million annual contacts keen communicator proficient oral written communicator strong presentation people skills adept developing productive strategic partnerships customers clients staff levels culture champion deep understanding team dynamics agent experience champion cultures create brand advocates diversity ideas people recognized celebrated skills remote corporate bpo sites startups transitions turnarounds consumer commercial client services inbound b2c b2b ecommerce full cycle training root causeswot analysis strategy mapping sla performance management wfmworkforce optimization qaqmvocnps soppp development training initiatives customer loyalty operational logistics employee coaching work history bpo senior manager 102012 current twin peaks restaurant wichita ks direct customer client servicing efforts public sector contact centers responsible slas performance management metric reporting technology integration qaqm programs agent onboarding recruiting training success coaching wfm client relations developing strategic solutions sustained frontline improvements responsible onsite servicing remote contact center operations transformed underperforming billing collections department renowned customer service model incorporating elevated servicing standards retraining agents creating customer service agent certification improved average speed answer 76 answered calls 124 preproject levels cultivated 11 year long successful partnership stakeholders highest levels government service including within mayors administration aldermanic offices local department leadership offices continuously assess deliver process recommendations solutions sustained improvement within 4 critical functions billing technology processing scheduling integrated projectwide service level continuity governance plan added crossfunctional roles scheduled staffing 4 special servicing teams based various critical sla requirements stood 100 remote operation voice email application processing within 45 days 2020 coordinate implement technology ivracd systems email customer portals cmscrm platforms integrated niceincontact multichannel products encompassing voice email wfm quality monitoring call recording capture performance scorecards metric reporting tools developed comprehensive 30 day new hire agent training program incorporating instructor led sections new nesting phase results 25 reduction overall attrition across project span partnered citizen servicing coalitions create comprehensive billing relief programs reformed payment plan options financially impacted constituents total relief exceeded 12000000 launched new online customer account portal document access payment options go green paperless initiative saw adoption rate exceeding 25 call reduction 20 secured renewed 8 year 25 million dollar business contract city chicago 3 key verticals general manager 072019 032020 us department state chicago il managed two multichannel multisite contact centers direct reports employees 4 states responsible service claims handling agency billing contacts enterprisewide operator inquiries directly responsible frontline backoffice servicing activities operational strategic initiatives staff recruiting employee development 4 corporate locations united states managed voice services eservices chat platforms servicing approximately 40k total contacts per month authored 2020 emergency governance business continuity plan enterprise servicing operations created contact routing scheduling strategies enhanced claims response time 20 implemented agent success scoring model along weekly monthly quarterly reporting platform developed quality training program incorporating voc surveys qm evaluations csr certification implemented new frontline csr performance scorecard automated metric reporting structure realigned voice email channel skills routing reduced voice contacts 15 4 months traveled 80 sites florida pennsylvania illinois california customer service manager 092010 042012 life fitness city state managed global contact center operations field service operations largest fitness equipment manufacturer multipronged role managing call center ops ecommerce onsite support oversight call email web support efforts servicing 3k products 14k part skus well field service operations coordinating onsite technical support commercial installations utilized rootcauseswot analysis map execute process improvements 75 product bulletins reduced average speed answer 20 thru development strategic servicing plans integrating industry standard erlangc staffing models realigning call email teams crossfunctional responsible key performance indicators customer impact including core metrics shrinkage adherence schedule npsqa indices instituted agent performance score baseline kpis including aht art hold time tasks closed designed guided quality assurance program efforts including nps scoring qm scorecards developed 75 service sops team bulletins account product order technical related inquiries led 12 month project team launched new website designed selfempower customers reduce call volumes call volumes shrunk 60 staff shrunk 40 payroll dropped 600k annually realigned scheduling enhanced training renewed focus national customer response time reduced 46 32 days greatly increasing customer kudos positive feedback bachelor arts business management 2006 argent university rolling meadows il icmi contact center strategic leadership ccsl 2005 international customer management institute icmi international customer management institute icmi education affiliations