Wendy Gales's Email

Program Manager for major fortune 500 company accounts $10M+ annually 2004-2010. Previous Experience: Rebadged two locations and migrated business offshore. 400 agents. Managed Greenville, NC location from 2002-2003 during ramp for new implementation for 300 agents. Conducted over 50 Six Sigma improvement efforts. 75% of initiatives recognized signifacant improvement in results. Industry experience in automotive, financial, inbound and outbound sales, and most recently telecom.

Seeking Sr. Manager Position @ Seeking Sr. Manager position handling call center related client or operational services. From November 2014 to Present (1 year 2 months) Sr. Client Services Manager @ Client services team responsible for business migration, WFM, financials, change control, and contract regulations. Key Accomplishments: Engaged in corporate initiatives to improve cash flow and audit Change Management of Top 25 accounts. Lead financial and performance improvement calls resulting in improved 2.9% OP points of $18M account through profit plan improvement efforts in 2008. Improved CCI ( Client Satisfaction) scores from program inception 3.22 2nd half 2006 to 4.26 2nd half 2008. Provided support during initial contract phase of new business. Conducted gap analysis on contractual agreements compared to incumbent performance. Created the "Contract Catalog" and was recognized as a best practice to be utilized in future projects. Maintain change control process. Conducted due diligence of incumbent and provided re-badge assistance. On-boarded new staff members to ensure understanding and compliance to new company policies and procedures. Provide Six Sigma support to the Automotive vertical and beyond. Conducted improvement efforts on over 50 initiatives. 90% of initiatives recognized at least a lift of 20% in performance. Projects recognized cost savings over $100M and earned two "CI Yahoo Awards". From July 2005 to December 2012 (7 years 6 months) Sr. Manager @ Sr. Program Manager supporting many fortune 500 companies. Experience in all facets of contact center including: Operations; Program Management; WFM; Reporting and Analytics; Six Sigma; and Finance. From March 1993 to December 2012 (19 years 10 months) Sr. Client Services Manager @ Provide overall support to the Business to Business organization as a Subject Matter Expert. Key Accomplishments: Developed and facilitated the "Quarterly Business Review" and "Continuous Improvement" training workshops. These efforts earned the 2006 Summit Award. Created tool templates based on Six Sigma and call center performance tools such as: Client Value Calculator; Employee Retention Workbook; Automated Scatter Plot; Automated Pareto Chart; and Automated Histograms. The tools received recognition by being featured as "Tool of the Month" in the Convergys Continuous Improvement portal. From October 2003 to July 2005 (1 year 10 months) Senior Operations Manager @ Led call center implementation and owned the responsibility for on-going operations. Key Accomplishments: Ownership of location and responsible for staffing up to 300 employees in a 3 month period in order to handle activation, billing, and technical customer service calls in time for the holiday season. Developed strong client relationships through daily on-site interaction involving joint problem solving, project planning meetings, and quarterly business reviews. Earned solid financial results by managing seat utilization, call handling efficiencies, and agent attrition. Earned "Powered by the People Award" for reducing attrition by 60% during 2nd Quarter of 2002 compared to previous year. From June 2002 to October 2003 (1 year 5 months) Client Services Manager @ Daily interaction with client contacts throughout organization. Performed pilot phase activities in support of new product line including the implementation of four programs. Key Accomplishments: Actively participated in project planning, platform design, and consultation of training programs. Performed in-depth statistical analysis of contact volume, market trends, and financial reconciliation for client presentations. Created auditable billing methods and procedures in order to improve client slow pay. Worked closely with IT to implement change controls in addition to acting as Knowledgebase designer and administrator. From May 2001 to June 2002 (1 year 2 months) Information Manager @ Manage a team of individuals responsible for various administrative activities in support of outbound sales activities. Key Accomplishments: Provided analysis of profit and loss statements for leadership review. Increased OI margin by 7% through clean up of old accounts and erroneous charges. Developed and implemented cost reduction initiatives such as system migration, billing consolidation, and automated reporting. Reduction in expense were $15M in annual revenue portfolio of $50M. Increased sales conversion rate 10% through the creation of pay for performance incentive plan impacting over 1,500 agents residing in ten centers. From April 1998 to May 2001 (3 years 2 months) Operations Management @ Manage a team of Team Leaders and Agents for various inbound and outbound programs. Key Accomplishments: Conducted daily staff meetings, performance reviews, and developmental activities for staff of one hundred agents and four Team Leaders. Effectively managed staff, workstation, and system efficiencies. Consistently met or exceeded metric targets resulting in Sales Achievement Award for performance track record. Implemented sales contests to motivate and reward employees for high performance. From March 1993 to April 1998 (5 years 2 months)

BS, Contact Center @ Bellevue University From 2009 to 2011 Associate's degree, Contact Center @ Bellevue University From 2009 to 2011 Wendy Gales is skilled in: Customer Experience, Operations Management, Call Centers, Call Center, Management, Program Management, Analysis, Change Management, Six Sigma, CRM, Workforce Management, Team Management, Outsourcing, Vendor Management, Leadership