Candidates About

Reginald E. Cason

Customer Service Management, Complaint Resolution, Operations Organization, Customer Satisfaction Maximization, Margin/KPI Enhancement, Teambuilding, Liaison, Relationship Building/Improvement, Coaching/Development

Synopsis of Achievements:

·         Redesigned billing system for maximum efficiency resulting in 30k/month increase in Syntellect revenue

·         Developed “Cross-Training” program for the refinement of our representatives and overall client experience resulting in double-digit quality score improvements– Sprint PCS

·         Proactive planning led to increased efficiency of launch and usage of proprietary Sprint PCS software

·         Handled 700k/month in budget/billables for Sitel/Sony Entertainment

·         Managed FCR (First Call Resolution) levels from 68% to 81% during first three months at Sitel

·         Secured CMSR (AHT/AFC/FCR/Absenteeism/GM%+33) trophy for campaign in first five months at Sitel

·         Boosted Quality Average from 74.4 to 92.85 in 6 months at Harte Hanks – FedEx

Employment:

2016 – 2017     Harte Hanks, Austin, TX

Operations Manager – FedEx

·         Direct the forecasting and scheduling of daily workforce

·         Continuously evaluate workflow and identify opportunities for improvement

·         Track and measure individual and team productivity and quality results for staffing forecasts

·         Drive improvements in overall service levels, transactional efficiencies & cost management

·         Implement new processes, procedures and technologies as needed

·         Manage and motivate call center staff to meet customer service performance goals. Ensure that all inbound and call center incentives are developed and executed as planned

·         Maintain and monitor performance, production, attendance and punctuality records, reviews and appraisals for staff

·         Monitor adherence to company quality monitoring goals

·         Ensure adherence to company policies

·         Responsible for the supervision, coaching, monitoring, training, reviewing, disciplining of assigned staff

2015 – 2016            Sitel, Las Vegas, NV

Operations Manager – Sony Computer Entertainment of America

·         Manage first line supervisors and staff (140-FTE) responsible for managing the day-to-day operations of a team of representatives handling customer inquiries/issues

·         Manage to and maintain the business – Absenteeism, Attrition, Financial budgets (GM$/GM%), CMSR, eNPS/NPS

·         Develop/Manage business level action plans, ensure deadlines are met (step increases/benefit enrollment/corrective action/payroll accuracy/financial DMT accuracy/staffing)

·         Leader, Visionary, Decision maker, Business Manager, Talent Developer

2009 – 2013            Melanie Thornton Youth Arts Foundation, Atlanta, GA

Operations Manager – Audio-Visual/Customer Services

·         Manage internal/external activities including all video/audio installation and removal of equipment for recitals and shows, all outsourced/contract work in support of projects

·         Maintain all scheduling of resource/repair services

·         Oversee budget for technical services and make recommendations to CEO/Director for department needs

·         Effectively coach/mentor department employees.  Provide meaningful feedback, support employee involvement and development, collaborate with CEO/Director and offer input about company direction

1999 - 2008             Sprint, Atlanta, GA

Sr. Operations Manager – Contact Center

•      Provide leadership to the operations team to ensure that operational and financial service level and metric goals are met across all areas

•      Monitor/analyze key performance indicators (SL, AHT, abandonment rates, etc.)                                            
•      Internal Project Manager liaison for all departments
•      Building team and employee morale through engagement, interaction, collaboration, and communication
•      Ensure resource/staffing plans are created to meet quality, productivity, and cost goals
•      Communicate policy updates and company information through team meetings, briefings and development sessions
•      Consults with members of the senior leadership team to identify performance improvement opportunities which could elevate the customer experience
•      Leads initiatives to enhance the customer experience across a 300+ FTE Customer Care team

1988 – 1993            Verizon/Bell Atlantic, New York, NY

Customer Service Supervisor

•      Supervised/coordinated activities of eight customer service representatives in ACD environment. 
•      Monitored incoming calls for quality assurance. 
•      Coach/Develop agents to perform at established parameters

Education:

1993– 1995             AA, Business Management, Art Institute of Atlanta, GA

Certifications/Licenses/Awards:

·         CMSR (Client Metric Success Rate) – Sony Entertainment – FCR, AFC, AHT, ABS, GM%

·         CompTIA A+ and Network+ Certified, Microsoft Office

·         Web Design – DeVry University

·         PMP/CSM/ITIL Candidate - 2017

Other:

·         Disaster Assistance Employee, PT, (2010 – 2012), FEMA, Atlanta, GA

·         Manager – Audio Operations, Part Time, (2000 – present), GB Productions, Austin, TX

·         IVR Administrator (1999 – 2000), Syntellect, Atlanta, GA

·         Account Manager (1996 – 1999) World Financial Group, Atlanta, GA

·         Languages – English/Native, German/Basic

·         Big Brothers/Big Sisters, Denver Tech for All – volunteer