Wes Sims
Holly Springs,NC
Summary
Talented Director with excellent operations, customer service and facility oversight skills coupled with more than 15+ years of customer service experience. Highly effective and comfortable working with people at all levels in an organization.
Overview
19
19
years of professional experience
Work History
Director Of Client Services
System Pavers LLC.
04.2022 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Managed existing and developed new client relationships, identifying risk and growth opportunities.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Encouraged creative thinking, problem solving and empowerment as part of facility management group to improve morale and teamwork.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Trained, led and developed client services team and instilled knowledge and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability.
- Liaised with leadership team to support strategic opportunities and align cross-functional resources with delivery.
Director of Customer Care
Gardner Inc.
09.2021 - 02.2022
- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call
- Direct overall operations, determine performance objectives/metrics and define tools to measure progress and ensure consistent achievement of business objectives while effectively managing resources to ensure targets are met
- Lead Call Center organization with average of 100 employees including both onsite and at home agents, FTE and seasonal staff (Heavy seasonal business)
- Responsible for development and administration of annual department budget to attain business goals with operational stability
- Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance enhancing First Call Resolution and Customer Satisfaction Metrics
- Foster a service-oriented environment that facilitates teamwork internally and with clients to support the clients' needs and establish customer satisfaction expectations
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
- Provide direction on transitioning training material to a virtual 'Learning Management System'
- Organize and develop internal operations structure in a fast-paced and changing environment that requires attention to detail
- Credible subject matter expert and advanced knowledge of call center technology and telephony systems.
Director of Contact Center Operations
Aqua America, Inc
09.2014 - 08.2021
- Directs activities of Customer Service Managers, Supervisors, Operations Analyst, Customer Service Representatives II and Customer Service Representatives I
- Responsible for department training, records maintenance and coordination of Call Center functions with other departments within the company
- Develops new procedures and policies affecting Call Center operations in collaboration with Customer Service Managers, Customer Operations Directors and Managers, State Coordination, State Operations, and other departments, including how to provide services to newly acquired properties
- Tracks and monitor all Call Center key metrics including service level and abandonment rate in order to meet or exceed established goals
- In partnership with HR, manages the vendor relationships, vendor performance and predictive analytics associated with CSR demand requirements
- Prepares reports and monitor productivity for all phases of Call Center activities
- In the absence of Vice President, serves as the group representative in meetings and on committees
- Operate and maintain the physical buildings that house the Call Center ensuring working condition suitability, building maintenance requirements, and security for employees and company assets
- Also act as the liaison with state Commission Staff on consumer-related regulations and problems
- Participate in the implementation of the Company's affirmative action plan to ensure that opportunities for employment and advancement, based upon qualifications, are afforded to all females and minorities and others
- Manage departmental budget of $10 million across multiple call center sites nationally
- Verified fulfillment of contract requirements, developed internal relationships with various teams, and coordinated performance
- Led people and organized and managed multiple projects.
Service Delivery Manager
Fidelity Investments
11.2004 - 02.2012
- Focused on a question based, top down approach to uncovering and understanding customer issues and driving results
- Responsible for advocating for, coaching and developing associates through monthly coaching and development plans
- Managed teams of 35 associates across two sites whom were responsible for assisting with the HR needs of the plan participants
- Managed annual recruiting and Applicant Tracking System utilization
- Worked with Senior Management to ensure the accomplishment of departmental goals including development and implementation of current human resources practices to better meet company's global business needs
- Managed, changed and drove policy and implementation focusing on transitioning to future goals (Change Management)
- Monitored employee relations and education of employment law policies
- Handled associate inquiries and answered specialized questions regarding HR, benefits, payroll, etc
- Tracked and reported associate data (e.g
- HR metrics, personnel files, benefits, etc.)
- Communicated company policies and provided recommendations on improving internal processes
- Analyzed and reported departmental income, business trends and employee statistics on a weekly basis
- Maintained proper staffing levels to guarantee timely and accurate deliveries
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
Education
Bachelor of Arts - Sociology
North Carolina State University
Raleigh, NCSkills
- Proficient with Call Center Technology (NICE, AVAYA, CIS, IVR, ACD, RingCentral etc), MS Office tools, Dynamics CRM, Workforce forecasting applications (IEX & NOBLE)
- Strategies and goals
- Daily Operations
- Staff Development
- Issues Resolution
- Business Development
- Staff Management
Timeline
Director Of Client Services
System Pavers LLC.
04.2022 - Current
Director of Customer Care
Gardner Inc.
09.2021 - 02.2022
Director of Contact Center Operations
Aqua America, Inc
09.2014 - 08.2021
Service Delivery Manager
Fidelity Investments
11.2004 - 02.2012
Bachelor of Arts - Sociology
North Carolina State University
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