William Herr
Rockford,IL
Summary
Client-focused Customer Service Manager with 16 years of success coaching individuals on proper customer Service interactions. Exceptional at making effective word choice and positioning suggestions to client specific processes on every interaction along with de-escalation techniques.
Overview
29
29
years of professional experience
Work History
Workforce Manager
Alorica
Rockford, IL
06.2007 - 09.2023
- Worked as a Team manager for Alorica
- Responsibilities included reviewing no less than 2 calls per week per agent for evaluation to client specifications, identifying strengths along with areas of opportunity, meeting with each agent 30 minutes per week to review performance and address questions/concerns, conducting roll plays for clarity and understanding, creating agenda for team meetings, providing recognition, discuss upcoming changes, review client and company training's along with completion deadlines, reviewing calls sent from client as customer complaints, responding to feedback from various client departments, reviewing hours worked for each agent to ensure accuracy and process corrections, closing payroll bi-weekly, interacting with all agents project wide, conducting one on one troubleshooting, call taking five hours monthly, creating, maintaining and distributing various spreadsheets and word documents, working with client workforce to address call volume concerns, reviewing agent schedules, submitting agent schedule change requests, submitting advanced time off requests, modifying agent segments within daily schedules, attending multiple conference calls daily, and working closely with peers to ensure smooth coverage and client reporting.
Retail Manager
Radio Shack Corporation
Madison, WI
06.2002 - 05.2007
- Worked as a Retail Manager for Radio Shack Company in Madison, WI
- Responsibilities included managing store operations, developing strategies to increase customer satisfaction, training and developing store staff, creating and managing store budgets, and ensuring compliance with company policies and procedures.
Rotary Printing Operator
Riverwood International
Fort Atkinson, WI
07.1994 - 07.2002
- Worked as a Rotary Printing Operator for Riverwood International, Fort Atkinson, WI
- Responsibilities included operating printing presses, monitoring printing quality, maintaining and troubleshooting printing equipment, and ensuring compliance with safety regulations.
Education
High School Diploma -
St. Rita H.S.
Chicago06.1981
Skills
- Operations Management
- Agenda Planning
- Talent Recruitment
Proficient with various MS systems and tools. Learn and adapt quickly to new applicaitons.
- Windows operating systems
- MS Teams
- Skype
- Outlook
- Calendar
- Excel
- Word
- PowerPoint
Timeline
Workforce Manager
Alorica
06.2007 - 09.2023
Retail Manager
Radio Shack Corporation
06.2002 - 05.2007
Rotary Printing Operator
Riverwood International
07.1994 - 07.2002
High School Diploma -
St. Rita H.S.
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