Assembly Software

Vice President Of Customer Support

Social Solutions

Senior Director, Customer Support

Director, Advanced Support

Element Fleet Management

•Selected for inaugural lean Six Sigma training program earning Green Belt and Black Belt certifications; first project successfully completed and approved by the VP of Operational Excellence; featured as a compelling case study during existing and new client visits.
•Applied DMAIC methodology to improve call efficiency by refining three procedures and eliminating two processes.  Reduced Average Handle Time and Defect rates while increasing customer satisfaction, agent accuracy, service level and employee satisfaction.
•Work stream leader for two different departments responsible for the successful integration and transformation of three unique companies on to a single platform with emphasis on client migration, policies and procedures, reporting and resource planning.  
•Established a culture of continuous improvement focused on coaching and Key Performance Indicator analysis leading to an average 6% decrease in handle time and 9% decrease in defect rate for two consecutive years.
•Exceeded goals for Service Level, Average Handle Time, Quality Defect Rate, First Contact Resolution and Customer Satisfaction for 5 consecutive years while always meeting budget expectations.

North America Contact Centers Manager

E4E Business Solutions

Direct a 150-seat call center with 24-hour voice, web chat and e-mail support.  Ownership of the key performance metrics for 5 unique programs within the US, Scotland and India.  Work with the executive team to manage the revenue and expense budget including financial reporting, invoice accuracy and proposal and pricing development. 
•Managed and coordinated all internal aspects of the proposal process and led the final presentation to senior management for the successful bid of the environmental and combustion control customer support business of a Fortune 100 diversified technology and manufacturing leader.
•Initiated restructuring of the management team and improved efficiency by reducing the exempt level employee staff by 62% while improving the overall utilization of each program by 14%.
•Formulated and introduced new monthly performance based compensation program focused on quality, schedule adherence, customer satisfaction and productivity; eliminated eligibility for a merit increase from twice a year to once a year saving over 5% in salary costs.
•Developed and implemented new attendance and schedule adherence policy which decreased agent attrition from 45% to 14% in less than a year while improving the overall employee satisfaction score to its highest level since 2002.
•Instituted a cross training program for agents, team leaders and floor supervisors allowing for the reallocation of key resources to assist with unanticipated staff decreases or volume increases while achieving the lowest level of recruiting and hiring expense.

Global Programs and Operations

Provident Bank of Maryland

Oversaw all of the training and quality operations for the customer service call center in Baltimore, Maryland and disaster recovery site in Warrenton, Virginia. 
•Acted as a liaison between the sales and customer service departments to create and implement a procedure for generating leads and applications for all loan products resulting in over $1MM in new revenue each month. 
•Coordinated the conversion of the entire bank from a mainframe to a browser-based information system; developed and facilitated specialized training for each department resulting in over a 20% reduction in average handle time.
•Utilized LDRPS (Strohl Systems Group, Inc. automated disaster recovery planning software) to assist in the creation of the bank’s business continuity plan and to ensure the customer service department was prepared to respond to and recover from any unplanned incident with minimal impact.
•Certified administrator of the bank’s voice and data recording system (NICE); interacted with vendor and information technology department to ensure 100% resolution rate for all technical service requests.

Quality and Training Manager

MBNA America Bank

CUSTOMER SERVICE SECTION MANAGER (November, 2004 – April, 2005)	
Selected to manage the start-up of the first overnight team in the Mid-Atlantic region; exceeded the team satisfaction goal 5 out of 5 eligible months and ranked 7th out of 128 teams throughout the entire company in February and 3rd in March. 

LOSS PREVENTION TRAINER (February 2003 – November 2004)
Developed training curriculum and modules and facilitated continuing, manager and new hire training; tracked qualitative results of each program reducing training time by more than 25%.

LOSS PREVENTION SECTION MANAGER (January, 2001 – February, 2003)
Managed thirty, sixty and ninety-day delinquent account portfolios; exceeded the team collection rate goal 16 out of 17 eligible months.

LOSS PREVENTION REGIONAL ADMINISTRATOR (May, 1999 – January, 2001)
Evaluated corporate requirements, wrote test scripts, reported defects and proposed enhancements; developed and delivered technical demonstrations and prepared user manuals.

LOSS PREVENTION ACCOUNT MANAGER (May, 1997 – May, 1999)
Telephone collections of five to one hundred and eighty-day delinquent accounts; exceeded the collection rate goal 22 out of 23 eligible months and earned top performer honors 5 times.

Senior Personal Banking Officer

Accomplished operations leader with extensive experience in identifying strategic opportunities, managing change, improving operational efficiency and effectively leading diverse groups in delivering service excellence.  Reputation for building strong programs, initiating new ventures and establishing processes for sustained growth. Proven record for conceptualizing and successfully implementing fully functioning strategic business plans and creating significant business relationships.

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Charles (Chuck) Hogarth

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Charles (Chuck) Hogarth

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