Director of Client Services-ct Lien Solutions
Challenged to drive productivity and efficiency improvements within the Houston Product Support Call Center, Pune-India Call Center and the professional services team. Assumed leadership for all staffing, training and development, work allocation, performance management, process reengineering, best practices and customer management. Instituted dashboards, performance metrics, call automation and call center training. Leveraged existing software applications to improve productivity, and introduced panel interviews and behavioral-based interviewing that significantly improved staff recruitment and retention.
- Restructured Houston product support operations and recruited new team members that improved call quality and client satisfaction and increased case productivity by 63%.
- Replaced 75% of professional service team and boosted team's technical acumen that drove productivity up 59% while tripling revenue generation.
- Doubled Pune-India Call Center productivity by facilitating an aggressive cross-training effort.
- Bestowed "Achievers Club Award" in 2010 for unprecedented performance in team leadership, customer satisfaction, revenue generation and profitability.