Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Patents
Timeline
Generic
Arthur Springer

Arthur Springer

Leadership and Forcasting
Hiawatha,IA

Summary

Results-driven and strategic leader with extensive expertise in team management, call center operations, project management, risk assessment and control, operational leadership, and client services. Proven ability to identify and recommend process improvements that increase productivity and efficiency. Skilled team leader with documented strengths in team mobilization, cross-functional collaboration, and organizational synergy. Focused on continuous quality improvement, integrity, reliability, and accuracy. Energetic Sales Support Specialist focused on enabling strong ISP and BPO sales by skillfully handling administrative needs. Successful at managing sales tracking tools and creating informative reports. Polished in identifying market trends to help sales professionals make strategic decisions and continue capturing business. Efficient Director level leader trained in receiving and processing incoming customer inquiries. Vetted contacts for potential sales opportunities and effectively used CRM software. Helped sales personnel spot and understand trends by tracking, modeling and reported on market and customer data. Ambitious Sales Support Manager recognized for exceptional leadership skills and for exceeding sales goals. Excellent communicator and key contributor to hiring processes, maximizing highly-qualified candidates on teams. Self-motivated and driven to succeed. Offering 15 years of service in Corporate and BPO industry.

Overview

25
25
years of professional experience

Work History

Metronet Account and Sales Support

Metronet Telecommunication
02.2024 - Current
  • Boosted team productivity through comprehensive sales strategies focused on Fiber product knowledge and time management skills.
  • Facilitated a smooth Fiber and ideal streaming TV sales process for faster turnaround times, ensuring timely delivery of products to customers.
  • Ensured compliance with company policies while handling sensitive customer data during the entire transaction process from start to finish.
  • Supported territory expansion initiatives by conducting sales and identifying areas for potential growth.

Director Work Force Management

BPO Arise Virtual Solution
06.2022 - 11.2023
  • Responsible for new transformation plan on vertical launch of a new WFM Platform and Workforce Team
  • Overseeing all aspects of Client Work Force planning, strategic development, objective setting, business modeling, and client work acquisition
  • System Integration: Five9, IEX, Ring Central and InContact
  • Staff Planning for Gig Workforce staffing model
  • Manage Forecasting plans, staffing, workload balancing
  • Realtime Oversite Management.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Worked closely with organizational leadership and board of directors to guide operational strategy.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
  • Monitored office workflow and administrative processes to keep operations running smoothly.
  • Monitored and coordinated workflows to optimize resources.
  • Established departmental performance goals and provided feedback for underperforming areas.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Improved project efficiency with strategic planning, resource allocation, and time management practices.

Director Work Force Management & Reporting

BPO 24-7 INTOUCH CALL CENTERS
01.2018 - 06.2022
  • 32 years leading the conception and launch of a new Command Center and Oversite Processes
  • Overseeing all aspects of Client Work Force planning, strategic development, objective setting, business modeling, and client work acquisition
  • System Integration: Genesys, Amazon Connect, IEX, Bright Pattern, Ring Central and InContact
  • Staff Planning for ten call centers and international Command Center
  • Manage Forecasting plans, staffing, workload balancing.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Worked closely with organizational leadership and board of directors to guide operational strategy.
  • Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Managed daily operations while overseeing multiple locations to foster increased productivity.
  • Optimized staff performance by designing comprehensive training programs tailored to individual needs.
  • Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
  • Leveraged professional networks and industry knowledge to strengthen client relationships.
  • Evaluated company documentation to verify alignment with regulatory requirements.
  • Negotiated favorable contracts with vendors for reduced costs and improved service quality.
  • Spearheaded innovative approaches to resource allocation and strategic planning.
  • Increased company revenue by streamlining processes and implementing cost-saving measures.

Senior Operations Manager, Workforce Management and Command Center Controls

VERIZON COMMUNICATIONS
02.2011 - 11.2017
  • Oversaw daily operations for a cross-functional workforce planning team and a resource management team, managing scheduling and workflow for 3,000+ employees across 23 call centers
  • Vendor, Union and Internal Staffing Relationships
  • Led the design and approval of staffing requirements for internal and external call centers according to work needs
  • Strategized to mitigate and resolve operational work tracking exposures, driving improvements in company efficiency
  • Spearheaded vendor management and relations for 1000+ vendor employees in Lakeland, Denver and Weldon Springs call centers
  • Directed all aspects of the collections operations team, mobilizing teams to slash overhead costs by 30% while implementing back office efficiencies that resulted in 25 FTE savings
  • Earned the Call Center Certification, leveraging operations knowledge to maximize call center productivity.

Senior Manager of Credit Review Operations, Fraud Operations, & Systems Support

VERIZON COMMUNICATIONS
01.2000 - 02.2011
  • Directed daily operations for an interdisciplinary team providing strategic direction for company-level fraud detection teams, strategizing to improve internal collaborations to maximize investigative efforts
  • Developed and standardized new fraud detection tools and systems, a new offline tracking tool, and advanced blocking tools to optimize accuracy and productivity
  • Oversaw credit verification efforts across two call centers, overseeing all aspects of client services throughout the credit review process to include installations, upgrades, and related company services
  • Implemented appropriate call center metrics and reporting best practices to drive efficiency within a world-class call center
  • Designed and launched new automated platforms that slashed call times.
  • Provided strong leadership to enhance team productivity and morale.
  • Led cross-functional teams to achieve project milestones and deliver high-quality results.
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • Improved team performance by providing comprehensive training and fostering a collaborative work environment.
  • Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
  • Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Mentored junior staff members for skill development and career progression within the organization.
  • Implemented and developed operational standards, policies and procedures.
  • Achieved operational excellence by streamlining processes and implementing best practices.
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Learned and adapted quickly to new technology and software applications.
  • Proved successful working within tight deadlines and a fast-paced environment.

Education

Bachelor of Arts - Public Administration

Upper Iowa University
Fayette, IA
05.1991

Associate of Arts - Criminal Justice

Hawkeye Community College
Waterloo, IA
05.1987

Skills

  • CRM software expertise
  • Performance Tracking
  • Technical aptitude
  • Customer Relationship Management
  • Complaint resolution
  • Sales strategy development
  • Customer Needs Assessment
  • Customer Order Management
  • Business Development
  • Opening and closing procedures
  • Processing payments
  • Contract Negotiation
  • Point of sale operation
  • Friendly, Positive Attitude
  • Customer Service
  • Teamwork and Collaboration
  • Problem-Solving
  • Flexible and Adaptable
  • Attention to Detail
  • Time Management
  • Dependable and Responsible
  • Multitasking Abilities
  • Multitasking
  • Excellent Communication
  • Critical Thinking
  • Calm Under Pressure
  • Organizational Skills
  • Computer Skills
  • Active Listening
  • Decision-Making
  • Organization and Time Management
  • Problem Resolution
  • Verbal Communication

Accomplishments

  • Senior Leadership Position of multisite Customer and Credit Service Centers.
  • Command Center Leadership (US and International)
  • Top Security Clearance (2001-2004)
  • Credit, Collection and Fraud Leadership
  • Business Continuity Planning.
  • Supervised team of 17 staff members, with location exceeding 1000 FTE.
  • Resolved product issue through consumer testing.
  • Awarded 13 Patents during career.

Affiliations

  • Society of Workforce Planning Professionals
  • Cedar Valley Rotary Society
  • Elks Club
  • AAF & AMA Organizations

Patents

Domestic to international Fraud Detection and Process (12 domestic and international patents awarded) – Example: #8442193

Timeline

Metronet Account and Sales Support

Metronet Telecommunication
02.2024 - Current

Director Work Force Management

BPO Arise Virtual Solution
06.2022 - 11.2023

Director Work Force Management & Reporting

BPO 24-7 INTOUCH CALL CENTERS
01.2018 - 06.2022

Senior Operations Manager, Workforce Management and Command Center Controls

VERIZON COMMUNICATIONS
02.2011 - 11.2017

Senior Manager of Credit Review Operations, Fraud Operations, & Systems Support

VERIZON COMMUNICATIONS
01.2000 - 02.2011

Bachelor of Arts - Public Administration

Upper Iowa University

Associate of Arts - Criminal Justice

Hawkeye Community College

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Arthur SpringerLeadership and Forcasting