Vice President, Senior Manager of Operations Strategy @ Citizens Bank
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La Salle Academy
Within Communications Center Management I have been responsible for ensuring a cohesive and consistent quality process, while at the same time maintaining our client base service levels between multiple site locations. This has been effectively achieved by establishing one complete contact center process to confidently assess, report against, develop and enhance our levels of service seamlessly against
Within Communications Center Management I have been responsible for ensuring a cohesive and consistent quality process, while at the same time maintaining our client base service levels between multiple site locations. This has been effectively achieved by establishing one complete contact center process to confidently assess, report against, develop and enhance our levels of service seamlessly against multisite Communications Centers. The main objective has been the responsibility of servicing internal and external customers in providing the highest levels of service and to stimulate an increased growth of business. This has been done through the management of select teams that work to guide the Communication Center towards the goal of outstanding customer service and to exceed customers and client’s expectations by providing timely, accurate and supportive solutions. With this there is a direct involvement with Workforce Management Teams and solutions to ensure the most efficient use of all Communications Center resources to meet the demands of high volume and multisite centers.
Direct and indirect management between multiple onshore and offshore centers consisting of staff between 150 – 300 per site across 4 major site locations. Areas of focus across all locations has been on policy and procedure development, customer service process improvement, quality development and consistency, risk reduction, staffing and hiring of large temporary seasonal groups, project management and maintaining budgetary requirements relating to these areas of focus within the Communications Center.
• Member of the Quality Management Summit 2012-2015
• New England Call Center Forum (NECCF)
• Member of the Quality Assurance & Training Connection (QATC) 2010-2015
Solutions Support Manager @ Solutions Support Manager Develop, implement and enhance the global support initiatives for ConverageHEALTH and our clients. From July 2014 to Present (1 year 2 months) Newton, MAContact Center, Quality & Customer Experience Manager; Communications Center @ Responsible for ensuring a cohesive and consistent quality process between multiple site locations. By establishing one complete contact center process, we are able to confidently assess, report against, develop and enhance our level of service seamlessly against our primary U.S. Communications Centers and Offshore solutions. Main objective is to service our internal and external customers in providing the highest quality of service and to stimulate an increased growth of our business. This is done through management of a select team(s) that work to guide the Communication Center towards its goal of outstanding customer service to exceed our customers and client’s expectations by providing timely, accurate and supportive solutions. • Provide organizational development consultancy to the Computershare businesses to provide integration opportunities and the development of consistent contact center, quality and training programs across multiple site locations. • Link contact center, quality and development strategies and activities with Computershare’s strategic organizational direction and business plan. • Ensure that all activities are resulting in learning outcomes that are valuable and measurable for Computershare as a whole. • Providing strategic support mechanisms for the effective implementation of Computershare projects. • Encourage self-directed and field-independent learning so that Computershare’s workforce is continually contributing to the organization’s business development. • Ensuring the capacity and capabilities of all contact channels are maximized. The goal is to provide all end users with a ‘single contact solution’ whilst delivering the highest levels of customer service possible. • Operating as the industry leader in customer contact service delivery and being at the forefront of customer contact service delivery technology, competency and quality. From March 2001 to June 2014 (13 years 4 months) Canton, MassachusettsContact Center, Quality & Development Manager; Communications Center @ EquiServe merger with Computershare 2005; possition remains the same as current. From 2001 to 2002 (1 year) Call Center and Quality Manager @ Provided 2nd/3rd tier technology support to multiple software support teams including large corporation internal helpdesk support and Microsoft software support lines. Managed multiple teams of software support helpdesk staff in a 24x7 environment. quality evaluation program and feedback to employees across multiple site teams. Managed Stream Internationals first internet based helpdesk support portal; providing self help solutions as well as chat and phone support to the public sector. From January 1995 to March 2001 (6 years 3 months)
Robert Jr is skilled in: Quality Assurance, Call Center, Quality Management, Customer Satisfaction, Instructor-led Training, Feedback, Performance Improvement, Soft Skills, Documentation, Continuous Improvement, Process Improvement, Change Management, Performance Reviews, Business Process..., Team Leadership, Visio, Leading Projects, Graphic Design, Customer Service, Coaching, Microsoft Office, SharePoint, Call Centers, Call Center Development, Software Documentation, Training, Operations Management, Leadership, Risk Management, Employee Training, Integration, Project Management, Strategy, Program Management, Service Delivery, Business Development, Contact Centers, Workforce Management, Mergers & Acquisitions, Customer Experience
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