David Edmonds
Rochester,NY
Summary
Experienced Customer Service and Call Center Business Leader Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
22
22
years of professional experience
Work History
Manager/VP
HQ Home and Office/Ruby Gordon
04.2013 - Current
- Managed routine customer calls as necessary and resolved escalated calls
- Responsible for real-time volume management of tasks and repairs of merchandise and adjusts tasks to meet several departmental goals
- Responsible for sales teams, purchasing department, and office staff and was an advisor for departments in the operations group
- Created systems and reports to ensure customer and company quality expectations are monitored to successfully achieved
- Responsible for departmental forecasting in 30-day, 90-day, and 180-day periods to identify trends to ensure resources are allocated properly
- Creates both parts purchase orders and merchandise purchase orders
- Met with manufacturer representatives to determine and purchase new lines or products that would be introduced to the sales floor
- Responsible for the financial aspects of relationship management with product manufacturers including the tracking of purchase orders and credits
- Proficient in the Storis system to aid customers, purchasing products, maintaining inventory, scheduling, creating sales invoices, and all other aspects of daily operations
- Streamlined the operations of the HQ Home and Office as well as Ruby-Gordon Home stores
- Created and maintained floor displays of merchandise
- Created training programs for the sales and operations personnel
- Responsible for training, coaching, developing, and motivating teams to maximize their productivity and performance, and all matters of human resources
- Responsible for answering complaints through the Better Business Bureau as well as regulatory agencies and represented the company in small claims court
- Assisted in the creation of advertised sales (e.g., suggesting products, advising with concepts, or layouts) that were used in various media.
Collections Specialist-Department of Education
EOS-CCA
08.2012 - 04.2013
- Learned and has been completely compliant with all laws regarding collections
- Learned the software platform supplied by the Department of Education
- Responsible for aiding borrowers in getting their loans out of federal default
- Experienced in virtual and actual collections of outstanding payments
- In-depth knowledge of functional areas, standards, and procedures for the US government and the company
- Firsthand experience in soliciting payments from delinquent accounts
- In-depth knowledge of improving processes and procedures by providing valuable insight.
Customer Service Representative
Cigna Healthcare
10.2011 - 08.2012
- Quickly learned and became proficient in the Facets system as well as other systems and software platforms to assist customers with inquiries regarding eligibility, claims, or benefit coverage
- Managed pharmacy interactions related to claims processing in the Argus claims system.
Consumer Services Supervisor
Telerx Marketing Inc.
01.2002 - 10.2011
- Was one of two call center supervisors managing the Nestle Prepared Foods Customer Service team
- Led a team of 17-40 employees that earned the highest marks in customer satisfaction company-wide for their exceptional handling of customer account inquiries, resolution of product/service complaints, and customer satisfaction
- Maintained a personal team of 5-10 employees who constantly outperformed the team's metrics and achieved multiple Excellence awards
- Responsibilities included training, coaching, mentoring, developing, and motivating my team to maximize their productivity and performance
- Responsible for real-time volume management, including adjusting schedules, monitoring queues, and adjusting tasks to meet all team goals
- Responsible for the team's forecasts in 30-day, 90-day, and 180-day periods
- The responsibility included phone, email, and white-mail teams
- In addition, oversaw forecasting for all three teams during recalls
- Created systems and reports to ensure client quality expectations were successfully achieved, including monitoring and data integrity reviews
- Developed and implemented several programs on the call floor to optimize efficiency, accuracy, and customer satisfaction including a system for scanning white mail, automating daily reports minimizing commonly made errors
- Created efficiencies that were used company-wide and have saved the company millions of dollars a year
- Managed routine customer calls as necessary and served as program expert to resolve escalated calls
- Was used by other Nestle divisions or non-competing companies for monitoring, recalls, or special projects
- Served as the subject matter expert for HardMetrics, Skillsoft, and Microsoft SharePoint programs.
Education
Bachelor of Science – Industrial Organization Psychology, Communication (writing and oral), Conflict Resolution, Sociology, Psychology, Finance, Statistics, Economics -
Perdue Global
01.2018
Skills
- Team Building and Leadership
- Creating Training Programs and Training
- Quality Auditing
- Forecasting
- Program and Operations Management
- Creative Problem-Solving
- Business Process Improvement
- Change Management
- Strategic Planning
- Business Analysis
- Real-Time Monitoring and Reporting
- Human Resources
- Mentoring
- Communications and Psychology
- Workforce Management
- Performance Management
- Business Development
- Hiring and Training
- Goal Setting
- Decision-Making
- Training and Development
- Performance Reviewing
- Team Leadership
- Negotiation
- Expectation Setting
- Customer Relationship Management (CRM)
- Performance Evaluations
- Staff Management
- Policy Implementation
- Contract Management
- Key Performance Indicators
- Complex Problem-Solving
- Financial Analysis
- Decision Making
- Process Improvement
- Cross-functional Teamwork
- Emotional Intelligence
- Risk Management
- Customer Relationship Management
- Innovation Management
- Organizational Skills
- Data Analysis
- Customer Service
- Cost Control
- Revenue Forecasting
- Managing Operations and Efficiency
- Teamwork and Collaboration
- MS Office
- Task Delegation
- Technical Proficiency
- Employee Coaching and Mentoring
- Negotiation and Conflict Resolution
- Onboarding and Orientation
- Team Development
- Professional and Courteous
Timeline
Manager/VP
HQ Home and Office/Ruby Gordon
04.2013 - Current
Collections Specialist-Department of Education
EOS-CCA
08.2012 - 04.2013
Customer Service Representative
Cigna Healthcare
10.2011 - 08.2012
Consumer Services Supervisor
Telerx Marketing Inc.
01.2002 - 10.2011
Bachelor of Science – Industrial Organization Psychology, Communication (writing and oral), Conflict Resolution, Sociology, Psychology, Finance, Statistics, Economics -
Perdue Global
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