Ten plus years experience in the call center environment working with two of the top fortune 500 financial companies in the USA. Have held positions of increasing authority and responsibility which effectively utilized and developed my skills in the call center management on the Davox, Aspect / Cosmo Com/ Noble Dialer system/ IVR/ ACD / Austin Logistics/ Operations / Sales and Marketing / Collections / Customer Service/ Loan Origination/ Disease case management in healthcare.
Healthways ( MD)
Workforce Solutions Manager/ Dialer Manager (09/06 – Present)
o Responsible for overseeing the functionality and management of the Aspect dialer system to ensure optimal call delivery to a clinical and customer service staff who provide telephonic healthcare education to members of health plans Provide oversight of all dialer functions in a 248-seat outbound call center. This includes creating call strategies to maximize technology, improve efficiencies and manage resources to meet customer expectations and goals of the Healthways business model. Played a strategic role in the design, development and execution of new products, campaign design, business rules, scalable solutions, new dialer technology and methodologies.
o Responsibilities also include effective management of staff productivity to meet the KQI (Key Quality Indicators) that drive financial and clinical outcomes.
o Work collaboratively with call center and business unit leadership to implement new programs and processes that positively impact performance.
o Leverage technology to increase efficiencies and maximize connectivity.
o Manage and trouble shoot dialer related issues that impact productivity.
o Provide comprehensive reporting and data analysis to monitor campaign penetration and connectivity, track trends and forecast results.
o Support on site tours and demonstrations for external customers and potential clients and investors.
o Work with the Chief operating Executive and share best practices and work towards scalable solutions across the enterprise.
o Effectively manage resources utilizing workforce management skills/tools to meet business needs.
o Assist with coaching and mentoring of professional and non-professional staff for performance development.
o Work with leadership team to educate on dialer technology, methodologies, strategies and operational processes.
o Identify and research new technology opportunities.
Sunterra Resorts (Orlando, FL)
Eastern Regional Dialer / Database Manager (08/05 -09/06)
o Managing the dialer and lead databases. Uploading the leads to the dialer. Troubleshooting the dialer, management of the lead input and results, ensuring timely back up of all databases and recordings for verifications and updating the DNC lists. Dialer scripting, and campaign building. Database filtering and management. Connecting Owners to their referrals for both lead harvest and owner referral calling. Communications with Noble Systems on all issues, technical and escalated.
o Direct reports- Hampton dialer administrators and 3 Data entry operators that enter all leads into the database to be loaded to the dialer.
Wells Fargo Financial (Des Moines, IA)
Dialer Manager (10/01 – 08/05)
CITI (West Des Moines, IA)
Collection / Customer service/ Davox Administrator (05/95 – 10/01)
Computer Science from Des Moines Area Community College West Des Moines IA U.S.A (2002)
Bcom in Business, Accounting Mumbai. India
References will be provided upon request.