Summary
Overview
Work History
Education
Skills
Timeline
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Eric Washington

Summary

Results-driven professional with expertise in contact center operations, focusing on performance enhancement and customer service excellence. Proven ability to lead high-performing teams and implement innovative strategies that improve efficiency and achieve business objectives. Skilled in strategic planning, workforce management, and contact center system implementations, consistently delivering productivity and operational success.

Overview

15
15
years of professional experience

Work History

Dialer Administrator (Contract)

Penfed Credit Union (Apex Systems)
09.2023 - 04.2024
  • Develop, generate, analyze, and distribute reporting to include real time adjustments and campaign changes to drive peak performance metrics.
  • Evaluate data quality to ensure standards and guidelines are met.
  • Establishment of new campaign set-ups and maintains dialer, daily production, client, and workforce monitoring reports.
  • Collaborate with business stakeholders, understand business objectives, and use data to generate actionable insights.
  • Developed key performance indicators and business requirements to be leveraged for analyzing and communicating the success of campaigns.
  • Analyzed gaps in resource optimization and provides recommendations for improvement.
  • Support department leadership in their work with external vendors and company's IT to build/integrate technology related to the mortgage and home equity lines of business dialer system.
  • Recognized lead capacity deficiencies and recommended solutions to maximize lead volume.
  • Support the existing lead workflow that enables loan officers to work leads efficiently and recommends new functionality and tools to help maximize performance.
  • Maintained Knowledge of TCPA and various state regulations and its impacts to the Dialer operations, Lead management, and callable hours.
  • Manage internal and external service provider outages, support system recovery, and business continuity planning.
  • Assisted in strategy and planning sessions developing project scope with stakeholders for approved projects.

Manager Dialer Operations and Business Analyst (Contract)

Kabbage (KService Corp) (Vaco)
01.2021 - 01.2023
  • Five9 Dialer Administration and Management.
  • Five9 admin for account creations and troubleshooting.
  • IVR maintenance and/or building.
  • Provided executives with daily campaign strategy goals.
  • Work with business and technical teams with inbound and outbound customer inquiries, collection calls.
  • Maintain and provided daily and weekly performance for customer service and outbound collections group.
  • Admin for Salesforce and Marketing cloud. Salesforce troubleshooting, workflow creations, Queue builds.
  • Maintained system connectivity and troubleshooting between Five9 and Salesforce (IE: email/phone/Chat).
  • Perform Contact Center configuration and customization.
  • Manage and oversee the launch of new campaigns company wide.
  • Run reports for call and agent metrics for upper management.

Product Owner/ Project Manager (Contract)

Delta Airline
02.2021 - 06.2021
  • Provided BU Support, resolved issues that required extensive business / system knowledge
  • I communicated the incident status, clarified issues with all business partners, and escalated incidents to senior management where business process and extensive system knowledge were required.
  • Resolved application incidents and problems that required app code and/or ops modifications such as lower complexity software problem resolution, training issues and documentation, and data problems requiring moderate business analysis, extensive business, and/or system knowledge.
  • Was responsible for being a liaison between the business and IT service providers to ensure functional specs are understood, and they have what they need to develop their tech specs for migration to Nice Cloud.
  • Analyzed issues to be solved within the enterprise and helped provide solutions to meet the desired business outcomes using IT
  • Understood and documented business requirements and user requirements to ensure system designs met business needs, moving from Nice on-prem server to Nice cloud.
  • Ensured that knowledge transfer to the support organization occurred prior to the system go-live to Nice Cloud.
  • Developed and/or updated documentation and training materials.
  • Ensured IT and SOX compliance was covered. Documented functional requirements that describe the system, process, or product to fulfill business requirements

Customer Care Workforce Manager

Floor and Decor
12.2017 - 09.2020
  • Developed and implemented the current workforce department and structure, including the implementation of Verint, Salesforce, and Five9; moved from Nice InContact.
  • Trained all call center agents, managers, and supervisors on the use of Verint.
  • Assisted in Quarterly decrease in employee attrition from Q1 at 38.7% to 14.1% in Q4.
  • Admin for Salesforce. Salesforce troubleshooting, workflow creations, Queue builds.
  • Planning, coordinating, executing, and budgeting marketing projects with quarterly spends of $100k+.
  • Complied data for competitive salary analysis which resulted in hourly rate increase for all Customer Care Associate roles.
  • Responsible for all staffing for the entire care center.
  • Led and supported the integration of MuleSoft, Splunk, Dynamics 365, Five9 Call Center, and other cloud-based applications.
  • Developed, implemented, and reported performance metrics for the care center and agents.
  • Partnered with other care center management and our corporate executives to select and implement new telephony system for the care center.
  • Managed all aspects of Five9 implementation of On Demand Call Center software.

WFM/MIS Manager (Contract)

Wipro/United Health Care
12.2016 - 10.2017
  • Managed team of 5 Real time analyst and 3 Inventory management specialists.
  • Managed/responsible for data collation and mining location level reporting.
  • Managed and monitored my team, who evaluated performances related to contractual agreements with our client.

Senior Workforce Analyst (Contract)

Vertex Group
07.2015 - 12.2016
  • Responsible for proactively monitoring, managing, and reporting intraday call center performance.
  • Monitored intraday performance through use of Workforce Management tools.
  • Maintained the scheduling of PTO, trainings, meetings, and other off-phone exceptions within the call center.

Reporting and Analysis Manager

Cbeyond Communications
06.2014 - 07.2015
  • Responsible for data cleaning.
  • Proficient in understanding various Call Center Metrics.
  • Monitored and evaluated performances related to service goals and objectives.

Supervisor Workforce

WorldPay US
06.2011 - 08.2014
  • Responsible for daily efforts of my team to provide a great customer and employee experience.
  • Proficient in creating accurate short- and long-term call forecasts and scheduling models.

Division Workforce Analyst 3

Comcast (Transferred to Atlanta Central Division)
09.2009 - 06.2011
  • Responsible for analyzing reports for multiple call centers in our central division.
  • Responsible for the updating of the queue volume and adjusted resources to meet business needs.

Education

Some College (No Degree) - Computer Science

Mississippi College
Clinton, MS

Skills

  • Dialer administration and management
  • Workforce management systems
  • Contact center operations
  • Call center budgeting and forecasting
  • Customer service excellence
  • IVR and call routing
  • Telephony solutions
  • Technical support and troubleshooting
  • VoIP technologies
  • Avaya and Cisco expertise
  • IEX and EWFM systems
  • Verint and Aspect administration
  • Salesforce and Marketing Cloud management
  • Five9 administration
  • API configurations and integrations
  • Calabrio and Kronos administration
  • Project and vendor management
  • Microsoft Office applications proficiency
  • Amazon Web Services (AWS)
  • Blue Yonder logistics solutions
  • FIS workflow management systems
  • ServiceNow platform expertise
  • Genesys customer engagement solutions
  • Velocify lead management system
  • Tableau data visualization tools
  • Nice InContact interaction management

Timeline

Dialer Administrator (Contract)

Penfed Credit Union (Apex Systems)
09.2023 - 04.2024

Product Owner/ Project Manager (Contract)

Delta Airline
02.2021 - 06.2021

Manager Dialer Operations and Business Analyst (Contract)

Kabbage (KService Corp) (Vaco)
01.2021 - 01.2023

Customer Care Workforce Manager

Floor and Decor
12.2017 - 09.2020

WFM/MIS Manager (Contract)

Wipro/United Health Care
12.2016 - 10.2017

Senior Workforce Analyst (Contract)

Vertex Group
07.2015 - 12.2016

Reporting and Analysis Manager

Cbeyond Communications
06.2014 - 07.2015

Supervisor Workforce

WorldPay US
06.2011 - 08.2014

Division Workforce Analyst 3

Comcast (Transferred to Atlanta Central Division)
09.2009 - 06.2011

Some College (No Degree) - Computer Science

Mississippi College

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Eric Washington