smac368

18+ Years Call Center Experience with Over 8 Years IT Project Management Background

A results-driven and highly accomplished management professional skilled as an internal and external consultant in analyzing existing operations and implementing the strategies processes and technologies to improve productivity and efficiency. Possesses an outstanding P&L management cross-company strategic project management information technology human resources and benchmarking experience.

A dynamic leader who works well on the floor or in the field and consistently motivates employees to perform above stated goals. Has a strong call center start-up site selection and outsourcing experience with the ability to understand savings and cost that can occur in operations.

CORE STRENGTHS
    

▪    Customer Service and Quality Control
▪    Business Systems Implementation
▪    Policy and Procedure Development
▪    Productivity and Process Improvement
▪    Full Cycle Project Management
▪    Budget Management and Cost Reduction
▪    Recruitment and HR Outsourcing
▪    Team Building / Staff Training and Development
▪    Sales and Marketing Support
▪    Problem Solving / Troubleshooting


TECHNICAL SKILLS
▪    Call Center/Customer Service Automation Sales Force Automation Marketing Automation Business Analytics TCS Workforce Management Software
▪    Customer Relationship Management (CRM) System ACD CTI and Predictive Dialer Systems
▪    HTML programming Microsoft SQL Server 7 and PHP
▪    Nortel Cisco VoIP Avaya CMS Administration DAVOX and Blue Pumpkin
        
PROFESSIONAL EXPERIENCE


RIGHTNOW TECHNOLOGIES    December 2004 to Present
Senior Solution Consultant-Public Sector Sales Tulsa OK
Project Manager-Public Sector Service Dallas TX
As a Project Manager oversaw the daily operations of the RightNow Web and Case Management projects including interviewing technical leaders clarifying business requirements developing strategy and roadmap vision managing resources and overseeing business process and technical mapping.
As the Senior Solution Consultant led the completion of business processes and the creation and documentation of end user requirements for new and existing customer application projects.
▪    Managed the largest software implementation project in the history of the company generating $12 million in additional professional services revenue from U.S. Air Force Human Resources Call Center.
▪    Leveraged the latest project management techniques and software engineering best practices for the USAF project regarded by the company as the “Most Innovative Implementation” project in 2005.
▪    Orchestrated the turnaround of critical and troubled projects and achieved a high level of customer satisfaction resulting in the client volunteering to be a reference for product and professional services.
▪    Received a Presidents Club Award in 2008 for achieving 130% of the personal sales quota.
▪    Received a personal award and article written in the 1 to 1 Magazine as an “Aggressive Advocate Winner”
▪    Spearheaded employee recognition programs and provided rewarding opportunities for top performers such as the implementation of the ‘Money Machine.

UNIDEN AMERICA CORP. Forth Worth TX    December 2003 to December 2004
Call Center Manager
Oversaw the implementation of cutting-edge but cost-effective CRM Web FAQ and Knowledge Base Systems for the company known as the worlds largest manufacturer of Cordless home telephones.
▪    Saved $250 000 annually for the company Evaluated the outsourcing of the call center function to reduce outsource costs by $200 000 per year.
▪    Played a major role in the start-up of the call center including the selection of telecommunication providers implementation of a CRM solution creation of policies and procedures development of quality assurance programs and the hiring of new call center staff.
▪    Achieved and exceeded all key measurement parameters within 90 days of start-up including a 95% answer rate lower abandon rate and shorter average wait time.

STEVE MCKINNEY page 2
918-286-6590 ▪ smckinney7668@gmail.com

OUTREACH COMMUNICATIONS Forth Worth TX    November 2001 to December 2002
Director of Call Center Operations
Managed all aspects of the call center start-up project for the new communications company.
▪    Responsibilities included site location facility construction and upgrades vendor negotiations creation of RFPs for the call center technology budget administration recruitment and the development of an employee handbook.
▪    Successfully completed the project and made the call center operational in three weeks.

AMERIVISION COMMUNICATIONS INC. Tahlequah OK     October 1998 to October 2001
Director of Call Center Operations
Managed all aspects of operations in four departments with over 360 employees. Created and administered departmental budgets amounted to $7 million. Approved all expenditures related to Customer Service and Sales needs including technology bonuses and salary increases. Assisted in the development and implementation of all training materials as well as methods used to train and educate staff members.
▪    Directed a call center relocation project with responsibilities that included site and vendor selection facility construction and technology implementation.
▪    Developed innovative incentives for front-line CSRs and TSRs resulting in over $1 million in new revenue.
▪    Designed and implemented marketing plans and go-to-market strategies for the new products and services of the company recognized as a major telecommunications company in the U.S.
▪    Continually improved call quality through effective quality programs calibration call monitoring techniques reporting systems and process improvement initiatives.

HEWLETT PACKARD / DYNAMEX CORP Dallas TX     February 1997 to October 1998
Customer Service Manager
Presented KPIs to the Regional Geographical Managers on monthly quarterly and annual basis. Compiled and administered a $4.6 annual budget for over 10 departments. Implemented all new technologies and advised the management team of future technology needs.
▪    Designed and developed a customer contact system utilizing MS Access.
▪    Restructured departmental positions to save in excess of $120 000 annually in overtime costs.
▪    Facilitated all US outsourced operations within the HP Customer Service Center.
▪    Assisted in the implementation of a comprehensive training program for all department staff.

PACIFICARE HEALTH SYSTEMS Tulsa OK    November 1990 to February 1997
Customer Service Operations Supervisor
Consulted internal departments within the Northwest Region concerning all facets of Contact Management and Operations utilizing various software programs to obtain needed data.
▪    Worked collaboratively with the Systems Engineers and Programmers to design and implement systems in over 1000 workstations saving $300 000 annually.
▪    Improved efficiency by leading a task force team within the Customer Service department to research troubleshoot and provide root cause analysis of issues concerning customer contacts.
▪    Promoted three times in seven years from a Systems Administrator to a Business Systems Analyst to a Customer Service Operations Supervisor.

EDUCATION / TRAINING / CERTIFICATIONS

Business and General Education Classes University of Fresno One year
Incoming Call Management Institute (ICMI)            
DDI Management Empowerment Training
Essentials of Project Management
Network and Database Development
Certified in EEOC Essentials Law Firm of Ogletree Deakins and Nash Washington D.C 1998

PROFESSIONAL AFFILIATIONS

Member Call Center Network Group 1997 to 2004
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