Summary
Overview
Work History
Education
Skills
Work Preference
Quote
Timeline
StoreManager
JEREMY L. RANDOLPH

JEREMY L. RANDOLPH

Call Center Manager
Memphis,TN

Summary

Veteran Call Center Leader with history of directing up to 250-300 employees in Call Center environments. With 20 years of progressive experience, I am dedicated to displaying my knowledge and abilities, while serving in a dynamic Call Center Management role, anticipating serving in a long-term/tenured position. I am proficient in managing schedules, administrative functions, and employee coaching/training. I'm also disciplined and organized, with a stern focus on Customer Relations, Customer Satisfaction-Retention, and Team Leadership.

Overview

12
12
years of professional experience

Work History

Call Center Manager

Glidewell Dental Laboratories
Memphis, TN
05.2023 - Current
  • Provide leadership, insight and mentoring to employees to supply knowledge of various company programs and product offerings
  • Review employee performance and provide ongoing feedback and coaching to drive performance improvement
  • Produced thorough, accurate and timely reports of project activities
  • Hold regular one-on-one meetings with employees to review performance and priorities and provide feedback
  • Plan and lead team meetings to review business results and communicate new and ongoing priorities
  • Coach team members on metrics and consumer experience behavior identification to improve NPS ratings

Call Center Vertical Sales Manager

Crisp Connections
Memphis, TN
02.2020 - 06.2022
  • Led team to exceed weekly/monthly/quarterly sales quotas for inbound/outbound Medicare A&B calls and managed team to drive and develop solutions to close sales by identifying and eliminating objections
  • Guided 4-6 call center vertical sales leadership team members by coaching, training and delivering direct instructions and assistance in an effort to promote operational excellence
  • Established ambitious goals for employees to promote achievement and surpass business targets
  • Recruited, hired and trained outbound and inbound call center representatives and modeled sales generation via outbound calling and problem resolution via inbound calls
  • Mentored and internally promoted successful company sales and account management staff into leadership positions to drive company growth
  • Developed and launched formalized and cost-effective coaching and training platform that effectively measured call team member performance against established objectives

Sr. Operations Manager

AmeriPark LLC
Memphis, TN
11.2017 - 12.2019
  • Recognized for providing oversight and direction, while inspiring teams to deliver measurable and exceptional results for parking services for largest trauma hospital in the mid-south region, servicing hospital staff, guests, and patients
  • Propelled success for all parking services divisions to discover customer's needs and delivered solutions to build trust and loyalty throughout the hospital campus
  • Offering service experience to enrich customer's lives
  • Lead a team of 9 exempt employees, consisting of 3 shift managers, 6 shift supervisors, and 65-80 non- exempt associates
  • Grew the business in under 2 years by recognizing opportunities for financial growth and seeing the need to catch misappropriations of funds
  • Consistently recognized as a top leader in diversity and inclusion in the company, received recognition for one of the most diverse parking services divisions in the company, sourcing and recruiting, customer NPS and employee NPS scores
  • Orchestrated separate business groups within a complex hospital campus environment to ensure parking services were available 24/7 - 365 days a year

Call Center Operations Manager

ALSAC/St. Jude Children's Research Hospital
Memphis, TN
05.2016 - 09.2017
  • Guided Call Center Operations leading, overseeing, and managing the daily operations of a Customer Support team, consisting of 8-10 Managers leading frontline Supervisors, and offering support to 200-250 second level employees, including managing offsite Managers and Supervisors; being responsible for the overall direction, coordination, and evaluation of the TN Enterprise Contact Center
  • Established procedures/processes that supported company and departmental standards and strategic directives
  • Developed, retained, managed, and lead a team of supervisors, leads, and csr's while providing mentoring and development opportunities that continuously built upon team and individual capability
  • Managed/improved KPI's ensure service levels were met, while implementing quantifiable operational metrics
  • Analyzed performance drivers, determine actionable strategy, contributed to identifying solutions to reach goals
  • Isolated and identified problems, issues, and opportunities; collected and analyzed data to determine next steps

Sr. ECO Import Agent

FedEx Trade Networks
Memphis, TN
09.2014 - 08.2015
  • Completed accurate US customs filings with secure communications
  • Coordinated daily transfer shipments with proper documentation logs
  • Partnered with logistics department to discuss and remedy internal and external issues dealing with import and export operations
  • Determined shipping methods and prepared bills of lading, invoices and other shipping documents
  • Inspected and counted items received and checked against invoices or other documents while recording shortages and rejecting damaged goods
  • Monitored shipments and obtained clearance from customs and other agencies

Call Center Manager

First Tennessee Bank
Memphis, TN
01.2012 - 07.2014
  • Supported and lead 7-10 Supervisors with a combined team total of 150-200 direct reports
  • Set and managed performance benchmarks for employee development
  • Motivated and promoted team employees from within for key leadership roles.
  • Managed and improved KPI’s, including call volume/call patterns to ensure service level objectives were met, while implementing quantifiable operational metrics.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies, and company policies.

Education

High School Diploma -

Overton High School
Memphis, TN
06.1993

Mass Communications/Journalism

Lemoyne-Owen College

Skills

  • Call Center Management
  • Operations Management
  • Customer Relations and Retention
  • KPI's/Metrics
  • Employee Engagement
  • Driving Performance
  • Hospitality (Hotel Night Audit/Front desk - 5 years)
  • Performance Documentation and Reporting
  • Coaching and Development (Goal Setting)
  • Budget Management and Forecasting
  • Recruiting
  • Hiring - Training and Development
  • Onboarding and Orientation
  • FMLA/ADA/EEO
  • Complex Problem Solving
  • Team Leadership
  • Microsoft Office Suite
  • Salesforce
  • Workday
  • Zendesk
  • Avaya
  • Five9
  • Verint

Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Company CultureWork-life balanceCareer advancement401k matchWork from home optionPaid time offTeam Building / Company RetreatsHealthcare benefitsPaid sick leavePersonal development programsStock Options / Equity / Profit Sharing

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Call Center Manager

Glidewell Dental Laboratories
05.2023 - Current

Call Center Vertical Sales Manager

Crisp Connections
02.2020 - 06.2022

Sr. Operations Manager

AmeriPark LLC
11.2017 - 12.2019

Call Center Operations Manager

ALSAC/St. Jude Children's Research Hospital
05.2016 - 09.2017

Sr. ECO Import Agent

FedEx Trade Networks
09.2014 - 08.2015

Call Center Manager

First Tennessee Bank
01.2012 - 07.2014

High School Diploma -

Overton High School

Mass Communications/Journalism

Lemoyne-Owen College

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JEREMY L. RANDOLPHCall Center Manager