Fred Hicks

• Optimized schedules, forecasts and other tools to present to management.
• Set and adjusted to schedules to maintain optimal coverage and service levels.
• Worked with management to develop strategic and tactical plans to meet different requirements.
• Created training materials to provide information about attendance guidelines.
• Managed overtime, shift swaps, breaks and PTO requests.
• Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
• Managed real-time inbound call traffic across multiple contact center locations.

• Accurately monitored and tracked customer payments received.
• Researched and resolved payment discrepancies with customers.
• Maintained accurate records of collection activities using company software systems.
• Negotiated payment plans with delinquent accounts while maintaining positive relationships with customers.
• Guided employees in handling difficult or complex problems.
• Liaise between internal departments such as sales, accounting, and collections teams when necessary.
• Reached out to customers to discuss late payments and options for remitting amounts due.
• Updated accounts with documentation of interactions and current information.

Developed and implemented strategies to maximize efficiency of operations.

• Conducted regular meetings with staff to review performance metrics and identify areas for improvement.
• Monitored daily activities of site personnel to ensure quality assurance standards were met.
• Managed relationships with vendors, contractors, and other external stakeholders.
• Assisted in recruiting, training, evaluating, and disciplining employees as needed.
• Implemented new procedures for streamlining processes and increasing productivity.
• Set daily dialing strategies for multiple departments
• Worked with management staff to ensure staffing was appropriate for workloads
• Worked with management to develop strategic and tactical plans to meet different requirements.
• Set and adjusted to schedules to maintain optimal coverage and service levels.
• Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
• Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.