Keith Juhl
Ooltewah,TN
Summary
Dynamic Campus Dialer Administrator with 34 years of experience optimizing dialer platforms and integrating Smart-Dial, IAT, Enghouse, and Five9 with CRM systems. Expertise in leveraging data analysis and reporting tools to enhance outreach accuracy, boost conversion rates, and increase operational transparency. Proven ability to drive cross-functional collaboration while delivering comprehensive staff training and conducting quality audits using CXM, Oaysis, Verint, and Virtual Observer. Committed to pursuing innovative strategies that elevate customer engagement and enhance overall system performance, including the integration of phone searches with TLO, LexisNexis, IDI, and DoNotCall.com.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Corporate Trainer
North American Credit Services Inc.
01.2002 - 01.2014
- Developed and implemented training programs to enhance employee performance and compliance.
- Facilitated workshops focusing on customer service excellence and operational efficiency.
- Evaluated training effectiveness through feedback surveys and performance assessments.
- Monitored compliance with mandatory training requirements, reducing regulatory risks for the organization.
- Monitored employee progress and gave feedback to management and additional training requirements.
- Maintained records on attendance and participation.
- Trained and mentored over 150 new personnel hired to fulfill various roles.
Corporate Dialer Manager
North American Credit Services Inc.
Chattanooga, TN
01.1992 - 01.2026
- Managed high-volume dialing operations to ensure efficient communication with clients.
- Trained and mentored junior dialer staff on best practices and system usage.
- Analyzed dialing patterns to optimize call flow and enhance outreach effectiveness.
- Developed strategies for improving customer engagement through targeted dialing campaigns.
- Monitored performance metrics, identifying areas for process improvement and efficiency gains.
- Increased contact rates by implementing efficient dialer strategies and optimizing campaigns.
- Properly directed inbound calls in phone queues to improve call flow by over 30%.
Education
Associate of Science - Communication
Southern Adventist University
Collegedale, TNSkills
- Goal oriented
- Persuasive speaking
- Performance tracking
- CRM software
- Professional communication
- Call routing
- Proficient in IAT, Enghouse, Five9, CXM, Oaysis, Verint, Virtual Observer
- Problem-solving abilities
- Reliability
- Critical thinking
- Troubleshooting skills
- Relationship building
- Verbal and written communication
Accomplishments
- Achieved increased by introducing Five9for predictive dialing, IVR, and API interface with Collect! software.
- Two time Employee of the Year North American Credit Services, Inc
Certification
- Certified Trainer through American Collector Association
- Certified Compliance Officer through American Collector Association
- Collection Site Manager through the State of Tennessee
Timeline
Corporate Trainer
North American Credit Services Inc.
01.2002 - 01.2014
Corporate Dialer Manager
North American Credit Services Inc.
01.1992 - 01.2026
Associate of Science - Communication
Southern Adventist University
Employment History
- Managed dialer systems to optimize outreach efficiency, leading to substantial improvements in lead conversion rates.
- Analyzed call data to refine targeting strategies, enhancing campaign effectiveness and driving marked gains in customer engagement.
- Streamlined dialer system workflows, enhancing outreach accuracy and achieving noticeable results in lead engagement.
- Integrated SmartDial, IAT, Enghouse, and Five9 dialers with multiple CRM packages.
- Created and configured audits for telephone reps using CXM, Oaysis, Verint and Virtual Observer recording and evaluation systems.
- Evaluated operational metrics to identify inefficiencies, resulting in streamlined processes and noticeable gains in productivity.
- Evaluated operational metrics to pinpoint inefficiencies, implementing solutions that achieved substantial gains in productivity.
- Conducted in-depth analysis of operational metrics, identifying key areas for improvement that resulted in streamlined workflows and increased efficiency.