Summary
Overview
Work History
Education
Skills
Timeline
Generic

Raj Singh

Call Center Director
Cleveland,Ohio

Summary

Proven leader in establishing and scaling call centers, notably at Legacy Restoration LLC, where I spearheaded a 50% revenue growth over three years. Expert in integrating technologies like Five9 with CRM systems and fostering team development. Skilled in workforce management and multichannel support, I excel in driving performance and innovation.

Overview

9
9
years of professional experience

Work History

Call Center Director

Legacy Restoration LLC
Plymouth, MN
07.2020 - Current
  • Established a remote call center from the ground up to support organizational needs
  • Developed and led customer service, collections, and appointment-setting departments
  • Created a Lead Generation department to support the outside sales team
  • Designed and implemented the Five9 phone system, seamlessly integrating it with CRM to deliver best-in-class service and rapid response to leads
  • Created and implemented a strategic business plan for profitable growth
  • Through my leadership and strategic initiatives, the call center achieved an impressive 50% revenue growth for three consecutive years, a testament to my ability to deliver substantial results
  • Developed highly efficient processes to handle Lead Generation data, significantly improving the speed and accuracy of our operations
  • Created and executed various scripts for customer care and sales, each designed to effectively engage with our diverse customer base
  • Implemented cutting-edge automated contact processes, including telephone calls, emails, and texts, which played a pivotal role in maximizing lead-to-demo/sale conversions, demonstrating my commitment to innovation and results
  • Built the Five9 telephony system, which involved multiple integrations with CRM and Tethr, including call flows, routing, scripting, IVR call flows, agent softphones, skills, and dialer campaigns
  • Regularly reviewed employee productivity by meticulously analyzing KPIs, a practice that significantly contributed to performance improvement plans
  • Successfully led reward and recognition programs that motivated employees and significantly increased retention, a testament to effective leadership

Call Center Manager

Century Termite and Pest Control (COVID)
Sterling, VA
03.2020 - 07.2020
  • Transformed a small office into a fully functional call center by updating the company's infrastructure with updated Technology/Policies and procedures and metrics to measure performance
  • Created KPI's to measure representative performance
  • Created training documents for customer service, collections, sales, and retention department
  • Cultivated a positive, high energy work environment
  • Created Incentives to motivate staff on daily/weekly basis
  • Revised the call flow for improved customer experience and distribution of calls
  • Developed work from home process for Representatives to better support the business
  • Made enhancements with CRM to enhance customer experience
  • Created processes to better handle Lead Generation data

Call Center Manager

Epiq Insurance Agency (laid off)
Solon, OH
04.2018 - 05.2019
  • After building the call center (Inbound/Outbound teams) from the ground up, I was contracted again to help the business grow
  • Grew the Outbound/Inbound Customer Service/Sales Representative from 25 to 75 reps
  • Realigned the organization's vision to match the operations performance
  • Developed call center interview process and revised hiring recruitment
  • Developed daily and monthly aggregate reporting
  • Cultivated a positive, high energy work environment
  • Revised the call flow for improved customer experience and distribution of calls
  • Developed work from home process for Representatives to better support the business
  • Created system for tracking performance, attendance, conversion, and other metrics that did not exist prior to re-joining the organization which increased performance by 50%

Call Center Manager

TruGreen
Lewisville, Texas
05.2017 - 04.2018
  • Managed front-line supervisors responsible for managing the day-to-day operations teams of sales and customer service representatives that made inbound and outbound calls
  • Developed sales programs and strategies ensuring efficiencies, quality of service and customer retention work, appraise performance, rewards, and disciplines associates
  • Designed and delivered effective sales, customer service, systems, and product training programs
  • Managed and improve operational processes, policies, and systems in support of the organization's mission and to improve efficiency and quality
  • Maintain proper employment levels through selecting, interviewing, and training of personnel, conduct performance management activities within each assigned area of responsibility
  • Created incentive programs for employees to increase sales
  • Promoted a culture that fosters continuous feedback, growth, development resulting in employee satisfaction and retention
  • Prepared action plans by individuals as well as by team, for effective search of sales leads and prospects
  • Setup side-by-side training for new employees
  • Provide strong, dynamic leadership; mentor, develop and guide team members to efficiently leverage the value of every call for maximum conversion

Call Center Manager

Epiq Insurance Agency (Contract)
Solon, OH
12.2016 - 02.2017
  • Built outbound call center (lead generation) from the ground up
  • Assisted with the development of scripting, building stats, and best dialer strategies
  • Oversaw a team of 15-25 outbound Customer Service/Sales Representatives
  • Launched the company's first Quality Assurance program including staff recruitment, call monitoring form development, implementation, and ongoing calibration sessions
  • Designed and delivered effective customer service, systems, and product training programs
  • Developed daily and monthly aggregate reporting
  • Recruit, interview, and hire outbound call center representatives and Supervisor
  • Established key performance indicators, goals, and incentives for the department

Operations Manager- Dispatch

MV Transit (Contract)
Hyattsville, MD
05.2016 - 07.2016
  • Managed 24/7 Contact Center who serviced Paratransit customers
  • Oversaw a frontline staff of 20-30 Dispatch Agents to make sure they were able to meet daily quotas
  • Direct activities related to dispatching, an active customer service routing, and tracking transportation vehicles (paratransit vehicles)
  • Monitor operations to ensure that staff members comply with administrative policies and procedures, safety rules, union contracts, environmental policies, and government regulations
  • Prepare staff work schedules and assign specific duties
  • Oversaw complaint procedures, coordinated investigations and follow-up with resolutions from a customer database
  • Recruit, screen, and hire quality employees to maintain adequate staffing
  • Document employee performance, provide training and apply appropriate discipline

Director of Operations

CareCall (Contract)
Sartell, MN
09.2015 - 03.2016
  • Oversaw operations in Minnesota and Texas Call Centers and was responsible for a staff of 4 Operations Managers, 5 WFM Analysts, 10 Floor Supervisors, 6 Quality Assurance Analyst, 3 Client Services Managers and 250 agents between the 2 offices
  • Built the Texas call center from the ground up hired all hourly and leadership staff, put new policies and procedures into place
  • Created Workforce Management Systems and processes from scratch and implemented a fully functioning WFM platform (Scheduling, Forecasting, Time off requests, weather emergency protocols, call off hotline and procedures)
  • Started the Quality Assurance and Compliance departments and instituted numerous federal and state regulatory compliance requirements (PCI, HIPPA, and TCPA) while also implementing a fully operational quality assurance platform (monitoring forms, calibration calls, trend trackers etc.)
  • Put a rewards system in place based on performance indicators and metrics-rewarding agents for good performance monthly as opposed to yearly reviews
  • Developed recruiting strategy and interview process to improve the selection of qualified candidates (3Step Interview, generic communication emails, mock calls, mock call scripts, OJT/Nesting period)
  • Directed all aspects of Call Center Human Resources and instituted numerous policies, documentation processes and improvement plans (KPIs, dress code, coaching and development forms)
  • Built Profit and loss spreadsheets in Excel to report financials to senior executive team (net contribution, profit margins, labor rates, etc.)

Education

Business Management -

Lakeland Community College
01.2005

Skills

  • Aspect
  • Avaya (CMS)
  • Siemens (Manager)
  • Interactive Intelligence (i3)
  • Monet
  • NICE
  • LivePerson
  • SalesForce
  • AS400
  • InContact
  • Five9
  • Voice for Pest
  • LeadPerfection
  • Hatch
  • Zendesk
  • Trapeze
  • Tableau
  • PestRoutes
  • AccuLynx
  • Spotio
  • Workforce management
  • Multichannel support
  • Staff training and development
  • Coaching and mentoring

Timeline

Call Center Director

Legacy Restoration LLC
07.2020 - Current

Call Center Manager

Century Termite and Pest Control (COVID)
03.2020 - 07.2020

Call Center Manager

Epiq Insurance Agency (laid off)
04.2018 - 05.2019

Call Center Manager

TruGreen
05.2017 - 04.2018

Call Center Manager

Epiq Insurance Agency (Contract)
12.2016 - 02.2017

Operations Manager- Dispatch

MV Transit (Contract)
05.2016 - 07.2016

Director of Operations

CareCall (Contract)
09.2015 - 03.2016

Business Management -

Lakeland Community College

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Raj SinghCall Center Director