Vincent M. Dinkins
Summary
Results-driven Contact Center Manager focused on developing and leading exceptional support teams. Motivational leader with a strong record of success in the field.
Overview
26
26
years of professional experience
Work History
Customer Support Lead
Stratfield Consulting, Chick-fil-A/Little
Atlanta, Georgia
04.2022 - Current
- Provide real time support to the Little Blue Menu Customer Support agents during restaurant hours to provide customers with relevant answers and updates on orders
- Single point of contact for escalations from the Customer Support team when there are questions and information the agents may not have the answer for
- Provide weekly and/or daily analytics and reporting to Little Blue Menu Leadership and Restaurant team
- Analyze reporting and trends to determine changes needed to standard operating procedures and to provide feedback to Restaurant Leadership team
- Lead onboarding and training for all new Customer Support Agents
- Serve as liaison between the Chick-fil-A HELP and CARES team to ensure alignment with processes and procedures
- Serve as liaison between Customer Support agents and the rest of the Little Blue Menu teams to ensure agents have accurate information and updated knowledge articles
- Perform quality reviews for agent team to ensure customers are receiving the highest quality customer support
- Partner with staffing agency on scheduling for agents to ensure proper coverage during operating hours
Global Call Center Manager
Manhattan Associates
Atlanta, Georgia
04.2014 - 08.2021
- Managed operations for 24-hour supply chain management software technical support call centers in Atlanta, Ga and Bangalore, India
- Managed product/media distribution
- Assisted with creation and implementation of SaaS environment delivery process
- Cataloging new products and versions
- Salesforce case management
- Managed licensee key administration
- Created and delivered call center reporting/dashboard metrics
- Assist with Cisco Finesse ACD administration
- Maintain quality assurance/case review
- Designed and implemented processes and procedures for call handling.
Customer Response Center Manager
CH2MHill
Atlanta, Georgia
11.2005 - 11.2013
- Complete implementation and management of customer service call center for the City of Sandy Springs, GA, Johns Creek, GA, and Milton, GA, Bonita Springs FL and Centennial, CO
- Designed and implemented processes and procedures for call handling that allowed for the call center to be a shared service amongst several clients
- Delivery of a commitment to answer every call with a live agent on a 24-hour basis
- Management of Cisco IPCC call routing software installation
- Management of George Butler and Associates, Master Series CRM software installation
- Assisted in the CRM procurement process
- Monitor agent adherence to performance objectives daily
- Maintain customer service level agreements
- Monitor incoming calls for quality assurance
- Monitor CRM for ticketing quality
- Maintain and manage customer relationships
- Schedule coverage for 24 X 7 call center
Customer Response Center Manager
Verso Technologies
Atlanta, Georgia
12.1995 - 11.2005
- Supervision of staff of 20 – 25 agents providing seamless support for over 20 different Internet Service Providers.
- Monitor agent adherence to performance objectives daily
- Maintain customer service level agreements
- Monitor incoming calls for quality assurance
- Monitor CRM for ticketing quality
- Maintain and manage customer relationships
- Schedule coverage for 24 X 7 call center
Education
Bachelor of Science - Applied Professional Sciences
University of South Carolina
Skills
- 20 years of Call Center Management experience
- Strong customer service background
- Strong knowledge of call center technology (ACD, CRM, Call Recording, Knowledgebases, and Reporting)
- Experience managing unconventional call center environments
- Excellent leadership and motivational skills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Support Lead
Stratfield Consulting, Chick-fil-A/Little
04.2022 - Current
Global Call Center Manager
Manhattan Associates
04.2014 - 08.2021
Customer Response Center Manager
CH2MHill
11.2005 - 11.2013
Customer Response Center Manager
Verso Technologies
12.1995 - 11.2005
Bachelor of Science - Applied Professional Sciences
University of South Carolina
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