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Experienced Call Centre Operations Manager
Michael J Merritt
,
Enfield, United Kingdom
Experience
Other titles
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I'm offering
I have over 30 years experience in a Call Centre setting; from leading teams of call agents (both internal and remote), to training new agents, and assessing and retraining current agents. I am a skilled mentor and coach, ad believe in frequent and consistent assessments with retraining as needed, and rewards when earned. I am both a logical and analytical thinker, and enjoy thinking outside the box when solving problems. I am also Six Sigma Greenbelt certified, and
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Industries
Language
English
Fluently
Ready for
Larger project
Full time contractor
Available
My experience
1983 - 2014
job
Call Centre Manager/Trainer / Sales Support / Project Management
QUEST DIAGNOSTICS INCORPORATED.
Led as many as 85 FTE call representatives, both inbound and outbound. Monitored KPI/SLA performance, provided additional training to staff, and ensured the delivery of exceptional customer service. Conducted periodic performance management reviews. Created and audited SOPs utilised within the call centre. Completed periodic competency assessments of staff and delivered re-training recommendations based on results. Facilitated specific refresher trainings as needed. Analysed service failures and delivered recommendations to prevent reoccurrences. Served as project manager for multiple initiatives. Assessed the needs of new and at-risk customers. Established surveys and managed data collection.
Key Accomplishments:
• Spearheaded the development and implementation of a new training program, resulting in significantly increased assessment ratings, from a 20% to over 90% pass rate.
• Introduced new monitoring process which proved instrumental in reducing customer attrition by 30% while also increasing customer survey scores by more than 60%.
• Managed customer operations as well as the development and strengthening of working relationships with internal and external customers.
• Continuously monitored and managed escalated calls and issues with a focus on providing same-day resolution.
Key Accomplishments:
• Spearheaded the development and implementation of a new training program, resulting in significantly increased assessment ratings, from a 20% to over 90% pass rate.
• Introduced new monitoring process which proved instrumental in reducing customer attrition by 30% while also increasing customer survey scores by more than 60%.
• Managed customer operations as well as the development and strengthening of working relationships with internal and external customers.
• Continuously monitored and managed escalated calls and issues with a focus on providing same-day resolution.
Implementation, Manager, Assessment, Data collection, KPI, Development, Monitoring, Surveys, Project Management, Service, Management, Customer service, Performance Management, Training, Operations, Project Manager, Problem solving, Internal audit
My education
1995
-
1997
Colorado Technical University
Bachelor, Business Administration
Bachelor, Business Administration
1984
-
1988
Florida State University
Bachelor, Literature/Humanities
Bachelor, Literature/Humanities
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