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Years of experience: 35
Call CenterCustomer ServiceConsulting
Trust Score
Exceptionally trusted; proven professional excellence.
Gary's Career Path
Dec. 2017 -Present
U.S. Department of Health and Human Services (HHS)Management and Program Analyst
Bethesda, MD• Grants Management, Payment Management Systems, eGov Travel And Transit Subsidy
Manage relationships with Programs to understand key business processes, planned events, and policy/procedure changes that could impact contact center services and projected customer demand.
• Participate in Program meetings to identify potential contact center impacts for follow-up. Initiate actions to prepare t...
Oct. 2017 -Dec. 2017
AIC Global Staffing Inc.Call Center Operations - FEMA contract
Fairax, VA• Oversee inbound 24x7, 365 day service delivery activities in two call centers, 500 agents with two vendor partners
• Monitor four lines of business including English and Spanish call volume
• Assisting with program launch, systems and application testing and integration
• Providing the leadership team with detailed analysis of call volumes, arrival patterns, forecasting and staffing
• Insur...
Apr. 2017 -Dec. 2017
Consulting/FreelanceCall Center Management Consulting
Washington D.C. Metro AreaFive person executive level management team with various expertise in the call center space. Focusing on career development and advancement.
Networking and job leads in healthcare, travel and transportation, finance and non-profits
Structured weekly meetings with an online presence via Facebook
Currently developing an android phone app to consolidate social media on your phone
Volunteering wi...
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