Summary
Overview
Work History
Education
Skills
Timeline
SoftwareEngineer
Ivey Birt

Ivey Birt

Director
Waxhaw,NC

Summary

Ready to offer exceptional leadership and planning abilities to take on a new Director role. Demonstrated expertise in cultivating and managing exceptional teams to meet and exceed demanding targets. Well-versed in BPO management and contact center industry standards.

Overview

21
21
years of professional experience

Work History

Supplier Performance Manager

AmeriGas Propane
Charlotte, NC
08.2021 - Current
  • Manage offshore BPO of up to 1000 employees
  • Implement strategic action plans to maintain sustainable relationship with BPO and internal resources
  • Collaborate with legal, procurement and senior leaders to outline Statement of Work (SOW)
  • Collaborated with senior leaders and finance department on BPO invoicing accuracy for billable hours based on locked FTEs and logistics.
  • Provide input on budget strategies based on FTE and headcount to meet budget and performance expectations
  • Partner with workforce management to create and implement specialty teams, strategic routing and give insights on impacts of forecasts and scheduling that drive overall service levels
  • Created innovative ways to log and track coaching opportunities that drive overall customer experience
  • Continuously leading BPO to drive results and meet average handle time 450 seconds, quality 85% and safety goals
  • Working with technical resources to conduct root cause analysis and prevent future issues with latency and network challenges
  • Leverage analytical tools to provide insight and enhance performance to meet all KPI targets within 90% of target or above based on tenure model
  • Develop, track and analyze variances of key performance measurements driving continuous improvement in training and development strategies

Customer Experience Manager

AmeriGas Propane
Charlotte, NC
07.2020 - 08.2021
  • Managed up to 100 customer experience advocates and resolution team members
  • Organized daily workflow and assessed appropriate staffing to provide optimal service
  • Delegated tasks to existing support team members and use resources to help solve complex business issues
  • Fostered daily operations to maximize revenue, customer satisfaction and employee productivity
  • Consistently driving overall performance by managing and supporting supervisors while coaching and developing employees
  • Collaborated with training department to help develop effective material based on trends and quality feedback

Training Manager

Electrolux
Augusta, GA
03.2019 - 07.2020
  • Managed up to 200 employees and up to 10 leaders
  • Implemented sales training that increased overall sales by 15% within 3 months
  • Created soft skills training that reduced escalations by 3% month over month for 4 consecutive months
  • Launched new quality assurance program to focus more on customer experience, resolution and reducing repeat callers by 12% year over year
  • Reviewed and edited all training materials for accuracy and company policy compliance
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
  • Coordinated technical training and personal development classes for staff members
  • Communicated all learning and performance objectives, schedules and training assessments to upper management
  • Selected and assigned instructors to conduct specific training programs.
  • Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets
  • Directed training programs and development paths for managers and supervisors
  • Researched and obtained relevant course materials to achieve training objectives
  • Trained new hires to perform cross-training exercises with experienced workers

Nesting Customer Service Manager

Electrolux
Augusta, GA
03.2016 - 03.2019
  • Managed up to 200 employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
  • Introduced higher standards for customer service and increased efficiency by streamlining operations
  • Created Nesting scorecards to help onboarding leaders to understand employee strengths and opportunities as they leave training environment for continued development
  • Created tenure bucket KPIs that helped to outline employee journeys from 0-120 days as they get acclimated in business process and procedures
  • Assigned as project manager to implement Artificial Intelligence via IVR in customer service and business to business structure
  • Received Innovation Award in 2017 as key contributor in developing strategies to optimize growth through sales and marketing
  • Appointed as liaison between operations and information technology team during implementation of new CRM/SAP upgrades
  • Provided key insights to new marketing plan to re-brand the company and identify each customer type to maximize growth and sales
  • Led successful Engagement team to provide rewards and recognition, promote diversity and empowerment and career guidance
  • Managed Resolution and back office team to help support offline activities and escalated calls and follow-ups
  • Responsible for tracking and approving all sales commissions totaling over 1.4 million per month
  • Validated and approved vendor invoices totaling over 30 million per year

Team Lead

Electrolux
Augusta, GA
03.2012 - 03.2016
  • Supervised up to 60 customer service employees
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with opportunities.
  • Participated in cross-functional team-building activities.
  • Maintained top sales team for 10 consecutive months by achieving 100% to goal
  • Received top quality team award each quarter for 2 years

Customer Service Representative

Electrolux
Augusta, GA
04.2011 - 04.2012
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Identified issues, analyzed information and provided solutions to problems.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Excelled in quality, sales and customer service survey scoresby being in the top 1% of representatives

Director of Customer Engagement Services

AmeriGas
Charlotte, NC
08.2022 - Current
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Improved project efficiency with strategic planning, resource allocation, and time management practices.
  • Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
  • Negotiated favorable contracts with vendors for reduced costs and improved service quality.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Managed daily operations while overseeing multiple locations to foster increased productivity.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Monitored office workflow and administrative processes to keep operations running smoothly.
  • Oversaw operations and provided corrective feedback to achieve daily and long-term goals.

Customer Service Representative

Convergys
Valdosta, GA
09.2003 - 12.2010
  • Updated account information to maintain customer records.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Education

Bachelor of Science - Business Administration

Strayer University
Augusta, GA
12.2023

Some College (No Degree) - Paralegal Studies

Valdosta State University
Valdosta, GA

Skills

  • Project Management
  • Strategic Operational Planning
  • Budget and Financial Planning
  • Enhancing Customer Experience
  • Sales Strategies
  • Training Management
  • Team Building
  • Flexible and Adaptable
  • BPO Management
  • Continuous Improvement

Timeline

Director of Customer Engagement Services

AmeriGas
08.2022 - Current

Supplier Performance Manager

AmeriGas Propane
08.2021 - Current

Customer Experience Manager

AmeriGas Propane
07.2020 - 08.2021

Training Manager

Electrolux
03.2019 - 07.2020

Nesting Customer Service Manager

Electrolux
03.2016 - 03.2019

Team Lead

Electrolux
03.2012 - 03.2016

Customer Service Representative

Electrolux
04.2011 - 04.2012

Customer Service Representative

Convergys
09.2003 - 12.2010

Bachelor of Science - Business Administration

Strayer University

Some College (No Degree) - Paralegal Studies

Valdosta State University

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