Randy Talbot
Call Center Management
West Chester,PA
Summary
Results-driven service professional prepared to excel in coordinating and optimizing service operations. Experienced in managing schedules, managing employees to handling customer inquiries, and ensuring seamless communication between teams. Strong focus on collaboration, adaptability, and achieving goals. Skilled in problem-solving, multitasking, and maintaining high standards in fast-paced environment. Known for reliability and ability to thrive under changing needs. Dependable and dedicated.
Overview
24
24
years of professional experience
Work History
National Service Coordinator
Universal Atlantic Systems
12.2022 - 09.2024
- Dispatched and coordinated technicians for customer service requests across the U.S., guaranteeing timely service visits.
- Managed accounts for McDonald's, Five Below, and Panera Bread.
- Nurtured customer relationships by providing regular status updates and promptly resolving service-related issues, ensuring high customer satisfaction.
- Scheduled preventative maintenance visits and processed work orders, including parts procurement and follow-ups.
- Tracked service orders in ERP systems, creating reports on technician performance and work order completion.
- Oversaw logistics for service activities, including shipping and receiving parts, managing inventory, and organizing field services.
Recovery Support Specialist
Recovery Centers of America
07.2020 - 12.2022
- Provided emotional support, guidance, and encouragement to individuals with substance use disorder.
- Ensured compliance with treatment plans and ensured detailed records.
- Collaborated with healthcare professionals to support client progress.
- Facilitated group sessions and promoted a supportive environment for recovery.
- Monitored client well-being and intervened in crises as needed.
Senior Call Center Manager/Trainer
DirectSat USA/DirecTV LLC
06.2002 - 12.2019
- Successfully led and managed a team of over seventy-five call center agents, ensuring exceptional customer service and operational efficiency.
- Oversaw dispatch and coordination of field technicians, reducing service response times by 20% and increasing customer satisfaction.
- Designed and implemented comprehensive training programs, significantly improving agent proficiency in troubleshooting and customer interaction.
- Monitored and analyzed KPIs to identify areas for improvement.
- Collaborated across departments to resolve complex service issues, securing alignment with customer needs and company goals.
Dispatch Supervisor
Viasource Communications
07.2000 - 10.2002
- Supervised daily operations of a team of dispatchers, maintaining smooth workflow and adherence to company policies.
- Conducted training sessions for new dispatchers, improving team efficiency and reducing onboarding time.
- Created and maintained schedules, optimizing resource allocation for prompt customer service.
- Performance tracking metrics to evaluate dispatcher effectiveness and improve service delivery.
- Streamlined communication between dispatchers and technicians.
Education
Customer Service Certificate -
Temple University
01.2025
Microsoft Office Proficiency Course -
Santa Rosa Junior College
Santa Rosa, CA10.2015
Radio Business Communications & Broadcasting -
Santa Rosa Junior College
Santa Rosa, CA08.1993
High School Diploma -
El Molino High School
Forestville, CA06.1984
FCC General Radiotelephone Operator License (GROL) -
Santa Rosa Junior College
Santa Rosa, CA02.1984
Skills
- Telephone communication
- Team leadership
- Meeting facilitation
- MS office expertise
- Multitasking Abilities
- Organizational skills
- Attention to detail
- Excellent communication
Timeline
National Service Coordinator
Universal Atlantic Systems
12.2022 - 09.2024
Recovery Support Specialist
Recovery Centers of America
07.2020 - 12.2022
Senior Call Center Manager/Trainer
DirectSat USA/DirecTV LLC
06.2002 - 12.2019
Dispatch Supervisor
Viasource Communications
07.2000 - 10.2002
Microsoft Office Proficiency Course -
Santa Rosa Junior College
High School Diploma -
El Molino High School
FCC General Radiotelephone Operator License (GROL) -
Santa Rosa Junior College
Customer Service Certificate -
Temple University
Radio Business Communications & Broadcasting -
Santa Rosa Junior College
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