ROBERT EPPS

• Responsible for leading a diverse team of 25 plus escalation supervisors and 10 plus Traffic representatives
• Coach team members to change behaviors to exceed goals.
• Managing service levels of multiple departments including but not limited to traffic workload, escalated customer resolutions, customer service and sales
• Responsible for disciplinary action for violation of company policies, procedures, and Key Performance Indicators of team members
• Manage the daily performance of 40 plus employees ensuring service levels, quality and productivity standards are met
• Resolve escalated customer concerns through e-mail, chat, social media, and presidential to determine appropriate action, balancing superior service with fiscal responsibility
• Monitor, coach, and provide specific feedback to associates to meet performance requirements, including quality, productivity, attendance and related performance behaviors
• Conduct weekly/monthly team meetings to maintain timely communication on key operational issues while motivating and rewarding behaviors
• Assist in the identification of associate training and development needs
• Cross-trained existing employees to maximize team agility and performance.
• Set aggressive targets for employees to drive company success and strengthen motivation

• Responsible for leading a diverse team of customer service agents to the highest level of customer service interaction, and productivity
• Managing service levels of multiple department interactions including but not limited to workload, escalated customer issues, customer service and sales agent staff by partnering with managers and supervisory peers with a commitment to service excellence
• Responsible for disciplinary action for violation of company policies and procedures
• Manage the daily performance of team of 40 plus employees ensuring service levels, quality and productivity standards are met
• Resolve escalated customer concerns to determine appropriate action, balancing superior service with fiscal responsibility
• Monitor, coach, and provide specific feedback to associates to meet performance requirements, including quality, productivity, attendance and related disciplinary issues
• Conduct weekly team meetings to maintain timely communication on key operational issues while motivating and rewarding the proper behavior
• Assist in the identification of associate training and development needs
• Monitor real time service levels by floor managing, walking and communication with the director to address spikes in demand or excess in staffing
• Provide consistent quality call monitor on associates and provide feedback as needed
• All other duties as directed by management.

• Responsible for monitoring all Dispatchers and Customer Service Representatives in three markets
• Duties also include giving written and verbal feedback on performance
• Exceed/Meet monthly call audit goals
• Building Quality Call audit forms to enhance customer experience
• Create a monthly Quality Newsletter
• Participates in the design of call monitoring formats and quality standards
• Performs call monitoring and provides trend data to the leadership team
• Prepares and analyzes internal and external quality reports for the leadership team.
• Monitored departmental forms for compliance with submission rules and guidelines.
• Completed timely quality reports highlighting deficiencies and recommending corrective actions.
• Scheduled and executed [Number] yearly audits4500
• Scheduled and executed [Number] yearly audits
• Gathered and reviewed current data to determine areas in need of improvement

• Support and manage staff with dispatch and call receiving
• Responsible for quality assurance of dispatch and call representative development
• Assist with Dispatch and Call Center Agent training
• Overseeing dispatch functions and managing call volume
• Responsible for handling escalated phone calls
• Responsible for managing contractors and dispatching disputes/conflicts
• Responsible for implementing and developing methods to totally satisfy customers
• Responsible for dispatching calls to multiple drivers and towing facilities
• Dispatches service requests in a timely manner to appropriate AAA stations and drivers using a variety of communication channels radio, telephone, computer, fax, and pager
• Responsible for spotting the exact location of a call when it cannot be auto-spotted by dispatch software
• Prioritizes service requests based on various criteria (safety, weather, traffic, etc.) to ensure police and other emergency calls are handled immediately
• Monitors call progression and ensure documentation is complete before calls are cleared
• Enters call clear information (ETA, service type, mileage, selects, VIN numbers, etc.) in the computer immediately upon receipt
• Answers incoming calls promptly and efficiently from members requesting emergency road service as needed during high-volume periods
• Responsible for the resolution of problem calls and member complaints
• Actively promotes and sells service products including memberships (new, renewal & upgrades)
• Monitor queue and track inbound calls
• Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Directed dispatching, routing, and tracking of 30-plus fleet vehicles
• Closely monitored dispatch board to triage and prioritize over 100 + daily calls

Promoted and provided leadership and development for a team of 10 Supervisors, 12 Team Leads, and 200-plus Call Center representatives

• Establishing process improvement to support key metrics for efficiency and exceeding/meeting performance goals
• Worked closely with IT Department in development of reports and resolving technical issues
• Worked in partnership with HR on hiring, training, retention, and improving morale
• Coaching, hiring, scheduling, motivating, yearly reviews, disciplining, monitoring, project analysis, project planning, sample manipulation
• Responsible for scheduling and forecasting 40 - 100 plus projects per week
• Monitored schedule adherence and implemented cost-cutting procedures
• Received numerous accolades from senior management for consistently providing excellent service and tactfully resolving sensitive issues
• Managed day-to-day operations of the Call Center
• Collects, maintains, and interprets data pertaining to Call Center operations
• Assists in managing Call Center's computer system and generating daily reports
• Manages Call Center's autodialer system
• Assists with training staff in Call Center operations
• Provides supervisor and team lead with information pertinent to their jobs (including customer service, telephone skills, and quality updates)
• Helped resolve customer complaints
• Assists with the evaluation of call center staff
• Maintains confidentiality and security at all times
• Performed weekly team leader quality assurance meetings to help maintain consistent quality standards.
• Established and oversaw performance targets for call center associates.

• Provide excellent service to both internal and external clients, resource for questions, and addressed delicate situations with professionalism and sensitivity
• Assist Training department in creating and updating training materials
• Prepared weekly reports for Team Leader staff for weekly team meeting
• Perform quality checks, develop and review performance reports, identified areas to improve, and implement measures to improve performance levels and meet/exceed objectives
• Review call center statistics to measure staff performance and the need for improvement
• Responsible for enforcing company policies and procedures
• Daily attendance and quality reviews of agents and team leaders
• Producing statistic reports of research products
• Review productivity goals, coach on behaviors to change to exceed and meet goals
• Lead on client listening sessions to identify customer needs and expectations.
• Responsible for directing and controlling the overall execution of the research projects from launch through customer delivery to meet the established targets for scope, quality, schedule, and cost
• Coordinate research operations for syndicated and proprietary studies
• Responsibilities include but not limited to project management, data checking/cleaning, analysis, and report writing
• Oversee internal and external vendor activities including data collection, data processing and web reporting tools
• Manage day-to-day project-related inquiries, ensuring timely response and insight
• Strong attention to detail and ability to multi-task when working towards deadlines
• Lead project initiation and planning efforts
• Monitor the established Key Performance Indicators to determine project health
• Assess project viability when changes introduce risks to scope, quality, schedule, or cost targets
• Maintain the project financial forecast in accordance with project requirements
• Ability to arbitrate between departments and drive outcomes to meet project targets
• Led daily team meetings to review performance, set targets and motivate staff.

• Promoted to leadership role to provide assistance in agent development and project
• Responsible for quality assurance and agent development
• Captain operator through the use of UNIX and Linux systems
• Detailing, organizing, and filing multiple tapes and hook list
• Duties also include giving written and verbal feedback on performance
• Liaison between agent and supervisor
• Conducted telephone interviews on multiple projects
• Continued…