IBMCall Management Center Team Leader
Dec. 1996 - Jun. 1999Atlanta, Georgia, United States and Dallas, Texas, United StatesCustomer Advocacy and Support: Led customer advocacy with top-tier phone support at the AS/400 Software Support Center, managing 100+ calls daily. Boosted customer satisfaction scores by 20% through proactive issue resolution and personalized service. Storytelling and Communication: Utilized advanced storytelling skills to capture and share impactful customer experiences. Created case studies and success stories, leading to a 30% rise in internal recognition of customer advocacy. Training and Development: Promoted to trainer; designed and delivered training programs that improved team performance by 30%. Initiatives reduced call handling time by 25% and increased first-call resolution by 15%. Relationship Building and Strategic Thinking: Built strong relationships with senior leaders, addressing high-priority customer needs. Implemented strategies that increased customer satisfaction by 25% and operational efficiency by 20%. Project Management and Relocation Coordination: Managed the relocation of the call center from Rochester, MN to Dallas, TX. Coordinated logistics, met timelines, and ensured resource availability, achieving a 100% on-time move with no disruptions. Hiring and Onboarding: Oversaw hiring and onboarding at the Dallas location. Developed programs that cut new hire ramp-up time by 20% and boosted team productivity by 10%. Logistics Coordination and Cross-Collaboration: Handled relocation logistics, including vendor coordination and equipment transfer. Worked cross-functionally to ensure technical and operational alignment, leading to a 15% increase in efficiency and uninterrupted support. Performance Coaching and Leadership Development: Provided coaching and development focused on leveraging customer insights to refine processes. Achieved a 15% improvement in team metrics and fostered a culture of continuous improvement.